CLIENT SERVICES MANAGER

About the role

The Client Services Manager is responsible for the leadership, operational management, quality assurance, compliance, and continuous improvement of disability services delivered by the organisation. The role ensures all supports are delivered in a person-centred, safe, effective and compliant manner that promotes participant choice, control, dignity, independence, and positive outcomes. The Client Services Manager provides strategic oversight of service delivery, workforce capability, participant safeguarding, operational performance, financial sustainability, and regulatory compliance. The position plays a key leadership role in embedding organisational values, maintaining compliance with National Disability Insurance Scheme (NDIS) Practice Standards, the NDIS Code of Conduct, and the NSW Office of the Children's Guardian Child Safe Standards, while supporting organisational growth and service excellence.

Key Responsibilities

1. Operational Leadership and Service Delivery

• Lead and oversee the delivery of disability supports and services across designated service streams.
• Ensure services are person-centred, responsive, outcome-focused, and aligned with participant goals, needs and funding arrangements.
• Monitor service quality, participant outcomes, and satisfaction to drive continuous improvement.
• Ensure continuity of supports through effective management of participant onboarding, reviews, transitions and exits.
• Provide operational direction and oversight to Team Leaders and operational staff.
• Establish and monitor service delivery standards, performance expectations and quality outcomes.
• Monitor workforce capacity, service demand and operational risks to ensure effective and efficient service delivery.
• Support organisational growth, service development and innovation initiatives.

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2. Quality, Risk and Compliance Management

• Ensure compliance with NDIS Practice Standards, NDIS Quality Indicators, NDIS Code of Conduct and relevant legislation.

• Ensure compliance with Child Safe code of practice.

• Maintain oversight of organisational policies, procedures and ensure continuous improvement management systems are met.

• Lead internal audits, compliance reviews and service quality assessments.

• Support incident reporting, investigations, complaints handling and corrective action processes.

• Ensure reportable incidents are identified, escalated and managed in accordance with legislative and regulatory requirements.

• Identify, assess and mitigate operational, participant and organisational risks.

• Support continuous improvement initiatives arising from audits, incidents, complaints, participant feedback and service reviews.

• Maintain service readiness for external audits and accreditation activities.

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3. Workforce Leadership and Capability Development

• Lead, mentor and support Operations leads/SDSW and operational staff (Rostering, COS )to deliver high-quality participant outcomes.

• Conduct regular supervision, coaching and performance development activities.

• Build leadership capability through mentoring, reflective practice, succession planning and professional development initiatives.

• Ensure workforce recruitment, onboarding, screening, induction, training and professional development requirements are met.

• Monitor workforce performance and address performance concerns, misconduct and compliance issues in accordance with organisational policies.

• Promote a positive, inclusive and psychologically safe workplace culture.

• Ensure workforce planning aligns with participant needs, organisational objectives and service demand.

• Foster a culture of accountability, continuous learning and professional excellence.

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4. Participant, Family and Stakeholder Engagement

• Develop and maintain positive relationships with participants, families, carers, guardians, advocates and external stakeholders.
• Promote participant rights, choice, control and active participation in decision-making.
• Liaise effectively with Support Coordinators, Local Area Coordinators, Allied Health Professionals, community organisations and government agencies.
• Resolve participant concerns, service issues and complaints in a timely and professional manner.
• Promote collaboration and effective communication across teams and stakeholder groups to achieve positive participant outcomes.
• Represent the organisation professionally in external forums, partnerships and service networks.

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5. Financial and Resource Management

• Monitor participant funding utilisation and service expenditure.

• Ensure services are delivered within approved funding arrangements OOCH and NDIS pricing requirements.

• Support budget management, workforce allocation and operational resource planning.

• Monitor key operational performance indicators and service delivery metrics.

• Identify opportunities to improve operational efficiency, service sustainability and organisational performance.

• Contribute to strategic planning, business development and growth initiatives.

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6. Child Safe Leadership and Safeguarding

• Promote and maintain a child-safe culture across all service environments.
• Ensure compliance with the NSW Office of the Children's Guardian Child Safe Standards and Child Safe Code of Practice.
• Ensure all staff understand and comply with child protection, safeguarding and mandatory reporting obligations.
• Promote the participation, voice and wellbeing of children and young people in service delivery.
• Support and report of child safety concerns, allegations, reportable conduct matters, incidents and complaints.
• Ensure risks to children and young people are identified, assessed and effectively managed.
• Support leaders and staff to recognise and respond appropriately to abuse, neglect, exploitation, grooming, inappropriate conduct and boundary breaches.
• Lead continuous improvement initiatives relating to child safety, safeguarding and participant wellbeing.

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Key Performance Indicators

The Client Services Manager will be measured against:

Service Delivery

• Achievement of participant outcomes and satisfaction targets.
• Service continuity and support utilisation performance.
• Timely participant onboarding, reviews and service plan implementation.

Compliance and Quality

• Successful NDIS audits and compliance reviews.
• Timely closure of corrective actions and quality improvement initiatives.
• Effective management of incidents, complaints and safeguarding matters.

Workforce

• Staff retention and workforce stability.
• Completion of mandatory training and compliance requirements.
• Leadership capability development and succession planning outcomes.

Financial Performance

• Effective utilisation of participant funding.
• Budget adherence and resource management.
• Operational efficiency and service sustainability measures.

Safeguarding

• Compliance with child-safe and safeguarding obligations.
• Timely management of reportable incidents and risk mitigation activities.
• Continuous improvement in participant safety and wellbeing outcomes.

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Key Selection Criteria

Essential

• Diploma or Degree qualification in Community Services, Disability, Social Work, Human Services or a related discipline.
• Minimum three (3) years leadership experience within disability, community services or human services.
• Demonstrated knowledge of the NDIS Practice Standards, NDIS Quality and Safeguards Framework and NDIS Code of Conduct.
• Demonstrated frontline sector experience and a strong understanding of the challenges faced by direct support staff.
• Strong understanding of risk management, safeguarding, incident management and quality systems.
• Demonstrated experience leading operational teams and managing service delivery outcomes.
• Highly developed leadership, coaching, communication and stakeholder engagement skills.
• Proven ability to manage multiple priorities, operational risks and complex service environments.
• Current NDIS Worker Screening Clearance.
• Current Working With Children Check.
• Current Driver Licence.

Desirable

• Experience leading NDIS audit preparation and compliance programs.
• Knowledge of SCHADS Award provisions and workforce management practices.
• Experience working within a registered NDIS provider environment.
• Experience leading organisational change, service growth or transformation initiatives.
• Qualifications in Leadership, Auditing and or Education & Training.

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Organisational Values and Expectations

The Client Services Manager will:

• Demonstrate integrity, professionalism and accountability in all actions.
• Promote respect, inclusion, diversity and participant rights.
• Lead by example and embody organisational values.
• Foster collaboration, innovation and continuous improvement.
• Maintain a commitment to safe, ethical and person-centred practice.
• Champion a culture of quality, safeguarding and service excellence.