Service Manager - Operations

Position Title

Service Manager - Rostering

Reports To

The Director

Employment Type

Casual

Position Purpose

The Service Manager – Rostering is responsible for the effective coordination and delivery of disability support services across the organisation. Community Access and In-Home Supports. The role oversees workforce rostering, participant service delivery, staff supervision and stakeholder engagement to ensure high-quality, person-centred supports are delivered in line with participant goals and NDIS Practice Standards. practices comply with SCHADS Award requirements and organisational policies.

Key Roles & Responsibilities – Service Manager - Rostering

1. Service Delivery & Participant Management

• Ensure high-quality, person-centred supports are delivered in accordance with participant goals, support plans, service agreements, and NDIS requirements.
• Monitor participant outcomes and service quality across SIL, Community Access, and In-Home Supports.
• Manage participant onboarding, service reviews, transitions, and exits.
• Respond to participant, family, and stakeholder concerns, complaints, and service requests.
• Conduct regular participant and stakeholder meetings to ensure services remain aligned with individual needs.

2. Rostering & Workforce Coordination

• Oversee the development and maintenance of participant rosters to ensure continuity of care and effective service delivery.
• Ensure shifts are filled with appropriately trained and skilled support workers.
• Manage roster changes, staff absences, leave requests, and emergency shift coverage.
• Monitor workforce utilisation, contracted hours, overtime, and staffing costs.
• Ensure compliance with SCHADS Award provisions, employment contracts, and organisational rostering practices.

3. Operational Management

• Manage day-to-day operations across allocated service locations and programs.
• Monitor service budgets, participant funding utilisation, and operational performance.
• Identify service delivery risks and implement mitigation strategies.
• Develop and improve operational systems, processes, and procedures.
• Prepare operational reports and provide recommendations to senior management.

4. Stakeholder Engagement

• Develop strong relationships with participants, families, guardians, Support Coordinators, allied health professionals, and community partners.
• Attend case conferences, care team meetings, and participant reviews.
• Act as the primary escalation point for complex participant and workforce matters.
• Represent the organisation professionally in all stakeholder interactions.

5. On-Call & Emergency Response

• Participate in the organisation's on-call roster as required.
• Coordinate responses to critical incidents, staff shortages, participant emergencies, and after-hours operational matters.
• Ensure business continuity and participant safety during unplanned events.

Pay: $40.00 – $45.00 per hour

Work Location: In person