NDIS Support Coordinator Manager

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