Service Manager - NDIS Disability Services

The Service Manager will oversee the day-to-day service delivery operations of Aastha Community Services. This role is responsible for supervising Service Coordinators and Community Service Coordinators, ensuring participant supports are delivered safely, consistently and in line with NDIS requirements.

The role also owns participant onboarding, service agreements, funding utilisation monitoring, service exits and monthly participant file audits. You will work closely with the Director, Operations/Compliance/HR Officer, RN Consultant, Service Coordinators, Key Workers and external stakeholders to maintain high-quality services and strong governance.

This role suits someone who is organised, calm under pressure, confident with complex participant matters and able to lead staff in a fair and professional way

Key Responsibilities

The successful applicant will be responsible for:

• Leading and overseeing service delivery across SIL, STA/MTA, respite, community participation and other participant supports.
• Supervising Service Coordinators and Community Service Coordinators.
• Managing participant onboarding, referral review, document collection oversight and service commencement readiness.
• Overseeing service agreements, funding utilisation, service viability and service exit processes.
• Completing or overseeing monthly participant file audits and ensuring identified gaps are followed up.
• Monitoring support plans, participant risk assessments, risk management plans, incident follow-up and stakeholder communication.
• Supporting incident management and ensuring reportable incident concerns are escalated immediately.
• Managing escalated participant, family, guardian, stakeholder and staff practice concerns.
• Monitoring roster effectiveness, service gaps, staffing concerns and continuity of supports.
• Supporting staff mentoring, participant-specific induction and service quality improvement.
• Working with the Operations, Compliance and HR Officer on audit readiness, compliance actions, claims evidence, training gaps and continuous improvement.
• Maintaining professional, factual and timely communication with participants, families, guardians, support coordinators, allied health professionals and other stakeholders.
• Escalating serious risks, safeguarding concerns, major complaints, funding risks and service sustainability concerns to the Director.

About You

You will be someone who:

• Has experience managing service delivery in disability, community services, aged care, health care or a similar sector.
• Understands the NDIS Practice Standards, participant rights, safeguarding and incident management expectations.
• Can supervise coordinators and support teams across multiple participants or service streams.
• Has strong skills in support planning, participant risk management, incident follow-up and stakeholder communication.
• Can manage competing priorities, urgent incidents, staff concerns and complex participant matters.
• Is confident with documentation, file audits, rosters, timesheets and service delivery evidence.
• Communicates clearly and professionally with staff, families, guardians and external stakeholders.
• Can make practical decisions while balancing participant safety, staff safety, compliance and service sustainability.
• Is calm, organised, accountable and solutions-focused.

Essential Requirements

• Minimum 4 years’ experience in a senior service management role within the NDIS disability sector.
• Strong working knowledge of NDIS Practice Standards, participant safeguarding, incident management and reportable incident escalation.
• Demonstrated experience supervising Service Coordinators, Community Service Coordinators, Key Workers and support teams.
• Experience managing participant onboarding, service agreements, funding utilisation, service exits and participant file audits.
• Strong understanding of SIL, STA/MTA, respite, community participation and complex support environments.
• Ability to manage escalated participant, family, guardian, stakeholder and staff matters professionally.
• Strong documentation, risk management, rostering oversight and service delivery governance skills.
• Current NDIS Worker Screening Check, or ability to obtain.
• Current Working with Children Check, where required.
• Current Australian Driver’s Licence.
• Current First Aid and CPR certification, or willingness to obtain.