NDIS Service Coordinator

NDIS Service Coordinator – Job DescriptionPosition Overview

The NDIS Service Coordinator is responsible for coordinating participant supports and managing day-to-day service delivery, including staff rostering and workforce coordination. The role works closely with participants, families, support workers, allied health professionals, service providers, and internal teams to ensure supports are delivered safely, consistently, and in accordance with participant needs and service agreements.

Key ResponsibilitiesParticipant Support & Coordination

• Build positive and professional relationships with NDIS participants, families, carers, and representatives.
• Understand participant goals, preferences, support needs, routines, and individual requirements.
• Coordinate supports in accordance with participant plans and agreed service arrangements.
• Monitor participant satisfaction and respond promptly to concerns or changes in circumstances.
• Promote participant choice, control, dignity, independence, and inclusion.

Rostering & Workforce Coordination

• Develop and manage weekly and ongoing staff rosters based on participant requirements, service schedules, staff availability, and organisational requirements.
• Allocate appropriately skilled and suitable support workers to participant shifts.
• Ensure roster coverage is maintained and minimise service disruptions.
• Manage shift changes, cancellations, staff leave, availability, and short-notice replacements.
• Coordinate last-minute and emergency shift coverage when required.
• Communicate roster changes promptly to participants, families, support workers, and relevant stakeholders.
• Monitor staff attendance, shift confirmations, timesheets, and service delivery.
• Ensure staff are allocated in accordance with participant preferences, support needs, qualifications, skills, and availability.
• Maintain accurate rostering information in the organisation's scheduling or client management system.
• Identify recurring rostering issues and work with management to improve workforce planning.
• Monitor staff capacity and availability to support effective workforce utilisation.
• Assist with onboarding and coordinating new support workers where required.

Service Coordination

• Coordinate services between participants, support workers, allied health professionals, and external providers.
• Monitor scheduled services and follow up missed, cancelled, or outstanding supports.
• Ensure continuity of support and identify potential gaps in service delivery.
• Respond to participant and staff enquiries relating to schedules, services, and support arrangements.
• Resolve scheduling and service delivery issues promptly and escalate complex matters when required.

NDIS Administration

• Maintain accurate and up-to-date participant and staff records.
• Manage service agreements, support schedules, consent forms, and relevant documentation.
• Monitor service utilisation and support hours within the scope of the organisation's responsibilities.
• Assist with timesheets, invoicing, payroll-related information, and service records.
• Maintain confidentiality and comply with privacy and information-handling requirements.
• Prepare reports and documentation as required.

Compliance, Risk & Quality

• Follow organisational policies, procedures, and relevant NDIS requirements.
• Ensure support workers have the appropriate information and requirements to safely deliver scheduled supports.
• Monitor and report incidents, risks, complaints, and safeguarding concerns in accordance with organisational procedures.
• Maintain appropriate professional boundaries and uphold participant rights.
• Participate in quality improvement, compliance, and review processes.

Communication & Stakeholder Engagement

• Maintain regular communication with participants and their support networks.
• Communicate effectively with support workers regarding participant needs, rosters, schedules, and changes.
• Liaise with families, allied health professionals, external providers, and other stakeholders.
• Attend participant meetings and reviews where required.
• Escalate complex participant, staffing, safeguarding, or service-delivery matters to management.

Skills and Experience

• Previous experience in NDIS service coordination, rostering, disability services, community services, or a related field.
• Understanding of person-centred support and the NDIS environment.
• Experience managing staff rosters and coordinating multiple shifts and workers.
• Strong organisational and time-management skills.
• Excellent communication and interpersonal skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• High level of attention to detail and accurate record-keeping.
• Experience using rostering, CRM, client management, or workforce management systems.
• Ability to handle confidential and sensitive information professionally.

Key Personal Attributes

• Participant-focused and compassionate
• Highly organised and proactive
• Reliable and accountable
• Calm under pressure
• Strong communicator
• Solution-focused
• Strong attention to detail
• Flexible and adaptable
• Professional and approachable
• Committed to participant choice, dignity, independence, and safety

Pay: $65,000.00 – $80,000.00 per year

Work Location: In person