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Tender Loving Care Disability Services
About the role The Support Coordinator Manager is responsible for leading and managing the Support Coordination function, ensuring the delivery of responsive, goal-directed, individualised, and high-quality support se…
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About the role
About the role
The Support Coordinator Manager is responsible for leading and managing the Support Coordination function, ensuring the delivery of responsive, goal-directed, individualised, and high-quality support services aligned with participants' NDIS plans and goals. The role provides strategic and operational leadership to the Support Coordination team, with responsibility for team performance, workload and caseload management, participant outcomes, stakeholder engagement, quality, risk, compliance, and continuous improvement.
Key responsibilities
Provide formal leadership, supervision, and direction to Support Coordinators and Customer Care Specialists
Establish clear expectations, responsibilities, KPIs, and performance objectives for direct reports
Conduct regular one-on-one meetings, performance reviews, probation reviews, and performance development discussions
Provide coaching, mentoring, feedback, and professional development opportunities to team members
Manage performance, conduct, attendance, and other people-related matters in accordance with TLC policies and procedures
Allocate caseloads, workloads, and responsibilities based on participant needs, complexity, team capacity, and operational priorities
Ensure participant rights, choice, control, dignity, independence, and privacy are consistently upheld
Oversee the development, implementation, monitoring, and review of person-centred support plans aligned with NDIS goals
Monitor individual and team KPIs, caseloads, service delivery outcomes, and workload capacity
Ensure Support Coordination services comply with TLC policies, procedures, NDIS requirements, and applicable standards
About you
Relevant experience working with people with intellectual and/or complex disabilities
Demonstrated experience in Support Coordination or a similar NDIS-related role
Strong understanding of NDIS frameworks, funding arrangements, participant plans, and community support systems
Demonstrated experience leading and managing a team
Demonstrated experience managing employee performance, including conducting performance reviews and addressing performance concerns
Strong understanding of person-centred practice, participant choice and control, and safeguarding principles
Demonstrated ability to manage complex participant matters and competing operational priorities
Strong knowledge of risk management, incident management, compliance, and documentation requirements
High-level communication, negotiation, conflict resolution, and stakeholder management skills
Competency in Microsoft Office and CRM systems, including MyP and/or similar systems
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