Care Operations & Quality Manager

This is not a compliance role with an operations title. It's not an operations role with a clinical governance footnote. It's both — and at Homage, you'll have the authority, the team, and the direct line to the CEO to do it properly.
Homage is a tech-enabled care provider helping Australians with disability and ageing needs live well at home. We work across NDIS and the new Support at Home program, combining smart technology with deeply human support. We're growing fast, and the engine that powers our care delivery needs a senior leader to own it.
As Care Operations & Quality Manager, you'll lead a team of five Service Coordinators, own our clinical governance and compliance architecture across NDIS and Support at Home, and drive measurable improvement in fulfilment and care consistency — using data, not instinct. You'll shape how our internal systems support frontline compliance and participant outcomes, and hold the operational relationship with our growing partner network. You report directly to our CEO.
If you've spent your career bridging the gap between what clinical standards demand and what operational systems actually deliver — this is the role you've been waiting for.
So, what will be your part in our Mission?
Your team:Lead, manage, and develop a team of five Service Coordinators — performance management, onboarding, and professional developmentSet the standard for how the team works: coordination rhythm, care note quality, escalation discipline, and participant communication
Care delivery performance:Own fulfilment rate, care consistency scores, LMC rate, and no-show rate as your primary operational KPIsDiagnose performance gaps using operational data — identify root causes, build SOPs with clear targets, and own the improvement trajectory after launchBuild and maintain rostering SOPs by funding type (NDIS vs Support at Home) and roster type (ad hoc vs ongoing)Manage participant intake from referral acceptance to active service — care plan initiation, service agreement execution, and budget activationMonitor participant budget utilisation across both programs, flagging risk proactively before it becomes a problem
Partner operations:Own the operational layer of our AP partner network — 50+ Support at Home and 10+ NDIS Support Coordinator partnershipsBuild and maintain SOPs and SLAs by service request type: new referrals, service changes, and emergency requestsLead activation of newly contracted partners — onboarding, system briefing, and first-referral SLATrack partner SLA performance and manage escalations when standards aren't met
Clinical governance & quality:Build and maintain Homage's clinical governance framework — all policies and procedures across our NDIS and Support at Home registration scopeOwn NDIS practice standard self-assessment and audit readiness across all registered groups — including high-intensity supports and behaviour support plan implementation obligationsManage all clinical staff: AHPRA registration monitoring, clinical supervision for RNs and ENs, and scope of practice governanceOwn the dual-track incident management framework — NDIS reportable incident obligations and Support at Home SIRS notification requirements — from classification through to closureOperate the complaints register with clear SLA compliance and closure documentationConvert incident trends, complaint themes, and audit findings into documented improvement actions with owners and deadlinesDeliver quarterly quality and governance reporting to the CEO
Internal systems:Serve as the primary internal owner of our care management and CRM platforms from a compliance and operational standards perspectiveWork with our product team to ensure our internal systems reflect current regulatory requirements and support frontline team efficiencyOwn documentation standards, data integrity, and incident logging workflows across all internal platforms
Skills & Experience you will need…
Essential:Current AHPRA registration as a Registered Nurse or Allied Health Professional5+ years in a senior leadership role within NDIS, aged care, or community healthDeep working knowledge of NDIS Practice Standards and incident reporting obligationsExperience managing clinical staff — supervision, scope of practice, and AHPRA complianceTrack record of building clinical policies, SOPs, and governance frameworks — not just inheriting themStrong data literacy — able to convert operational data into root cause diagnoses and measurable improvement targetsFull working rights in Australia; NDIS Worker Screening Check (or willingness to obtain)
Desirable:Experience with the Support at Home program, including transition from Home Care PackagesKnowledge of high-intensity supports (registration group 0104) and Behaviour Support Plan implementation as an implementing providerConcurrent experience managing NDIS and aged care funding streams simultaneously
What's in it for you?ESOP — you'll have a stake in the value you help buildHybrid working — 3 days in our Melbourne CBD office, 2 days from homeDirect CEO access — genuine influence at leadership level, not a seat at the end of the tableClear pathway — as Homage scales nationally, this role grows with itAnnual salary review and a modern approach to performance managementEAP — Employee Assistance ProgramA leadership team that takes the work seriously and the people seriously
What's next?This role exists because Homage is at the stage where care quality and operational rigour have to scale together — and the person who leads that matters enormously, to the business and to every participant we support.
If you lead with data, build with care, and want your leadership to mean something — we'd love to hear from you.
Visit www.homage.com.au to learn more about who we are.
Homage is an Equal Opportunity Employer. We're committed to building a company and community where people thrive by being themselves and are inspired to do their best work every day. We warmly invite people of all backgrounds and identities to apply.