Senior Support Coordinator

About the role

Pinnacle Links is seeking an experienced Senior Support Coordinator Team Performance & Quality to join our team in Rhodes.

This senior role combines hands-on NDIS Support Coordination with team leadership, staff coaching, performance monitoring and quality oversight. You will manage your own participant caseload while supporting the performance and development of the Support Coordination team.

This position reports directly to the Director of Pinnacle Links.

• Manage a caseload of NDIS participants, including complex participants.

• Support participants to understand and implement their NDIS plans, funding and goals.

• Connect participants with appropriate providers, mainstream and community supports.

• Monitor plan utilisation, participant outcomes and service delivery.

• Coordinate with families, guardians, allied health professionals, plan managers and providers.

• Prepare NDIS reports, supporting evidence and case documentation.

• Identify and escalate risks, safeguarding concerns and service gaps.

• Maintain accurate and timely case notes and participant records.

• Support and mentor Support Coordinators.

• Work with the Director to develop and monitor KPIs and performance expectations.

• Review caseload management, case notes, reports, participant contact and plan utilisation.

• Conduct participant file audits and quality reviews.

• Identify documentation gaps, overdue work and areas requiring improvement.

• Provide coaching, feedback and clear improvement actions where required.

• Support staff onboarding, training and professional development.

• Promote accountability, professionalism and continuous improvement.

• Provide regular updates on staff performance, quality and productivity.

• Report significant performance, compliance or safeguarding concerns.

• Maintain records of coaching, audits and performance discussions.

• Recommend training, process improvements and management actions where required.

• Minimum 2–3 years' NDIS Support Coordination experience, preferably with complex participants.

• Relevant qualification in Social Work, Community Services, Disability, Psychology, Mental Health, Allied Health or a related field.

• Strong knowledge of the NDIS, participant plans and funding.

• Experience preparing NDIS reports and monitoring plan utilisation.

• Previous mentoring, supervision or leadership experience.

• Confidence providing constructive feedback and managing performance concerns.

• Strong organisational, communication and report-writing skills.

• Excellent attention to detail and ability to identify quality or compliance issues.

• Current NDIS Worker Screening Check and National Police Check, or willingness to obtain.

• Current driver's licence.

• Competitive remuneration based on experience.

• Part-time with the opportunity for full-time employment for the right candidate.

• Direct reporting and access to the Director.

• Professional development and leadership opportunities.

• Supportive and collaborative workplace.

• Flexible working arrangements where suitable.

• Professional office environment in Rhodes, NSW.

Pinnacle Links provides person-centred NDIS Support Coordination across New South Wales.

We support participants to understand and implement their NDIS plans, connect with appropriate services and make informed decisions about their supports.

We are committed to participant choice and control, independence, dignity and positive outcomes, while maintaining a professional and accountable Support Coordination team.

If you are an experienced NDIS Support Coordinator ready to step into a senior leadership and quality-focused role, we would love to hear from you.

Please submit your resume and cover letter outlining your Support Coordination and leadership experience.