Service Coordinator

🌟 Join the Fidens Family as a Service Coordinator! 🌟

Fidens Support Services provides disability support services with a strong focus on delivering high-quality, person-centred support. Our organisation is guided by the values of Family, Faith, Excellence and Empowerment. As we continue to expand our services, we are seeking a skilled and empathetic Service Coordinator, to join our team. 

About the Role

The Service Coordinator is a leadership role responsible for the supervision, mentorship, and quality improvement of disability support services. This role provides direct supervision to both Service Development Leads (SDLs) and Support Workers, ensuring effective service delivery, workforce management, and customer engagement. The Service Coordinator plays a critical role in overseeing the daily operations of services, ensuring that support provided aligns with best practices, NDIS requirements, and client goals.

The Service Coordinator primarily operates in an office-based environment but may also provide on-site support when required. A key aspect of this role is monitoring service delivery, role-modelling best practices, and ensuring ongoing professional development for staff. The Service Coordinator is also responsible for compliance with regulatory frameworks, implementing support plans, and maintaining service quality through structured documentation and reporting processes.

Key Responsibilities

• Provide leadership and mentorship to Support Workers and Service Development Leads (SDL), modelling best practices and fostering a culture of continuous improvement.

• Act as the primary point of contact for Support Workers and SDLs, offering guidance, coaching, and performance management.

• Oversee service quality, client engagement, and implementation of client-specific support plans, ensuring alignment with NDIS requirements, including goals and risk management.

• Conduct regular reviews of client support plans and risk plans, ensuring they are updated at least annually with accurate, relevant information.

• Facilitate staff meetings, training sessions, and coaching to ensure continuous development and skill enhancement within the workforce and organisation as a whole.

• Implement the Active Support Model, promoting participant engagement, autonomy, and choice in daily activities.

• Monitor and ensure adherence to workplace policies, procedures, and regulatory requirements, fostering a positive culture of compliance and best practice that enhances team engagement and reduces turnover

• Develop, implement, and maintain structured documentation processes to support reporting and recording of client outcomes.

• Work collaboratively with internal and external stakeholders, including clients, families, and allied health professionals, to ensure person-centred care.

• Participate in workforce planning, scheduling, and rostering of team meetings, supervision sessions, and training sessions.

• Ensure new Support Workers and Service Development Leads are adequately trained after onboarding.

• Review incidents, identify trends in the incident reporting and implement corrective actions where necessary.

• Reports to the Participant Service Manager

Key Selection Criteria

Essential:

• Minimum Certificate IV in Leadership and Management, Diploma of Community Services, Disability, Leadership or a related field.

• Demonstrated experience providing leadership or management support within the disability and/or aged care sector.

• Current driver's licence, reliable vehicle, and comprehensive car insurance.

• Proficiency in using mobile devices, email communication, and digital record-keeping.

• Valid Police Check, Working with Children Check, and NDIS Worker Screening.

• Current First Aid and CPR certification.

• Previous experience in the disability, aged care, or healthcare sector.

• Understanding of the NDIS, Community Services Framework, and participant-centred service delivery models.
  

Skills and Competencies:

• Ability to understand strategies related to the delivery of personal care, domestic assistance, and social/community participation.

• Strong interpersonal and communication skills with the ability to engage with diverse participants and stakeholders.

• Strong Leadership and Team Management Skills

• Excellent organisation and time management skills

• Problem-solving and effective, efficient decision-making aptitude.

• Ability to work collaboratively with a diverse team and stakeholders.

• Strong understanding and implementation of crisis management and conflict resolution.

• High level of integrity and ethical standards.

Career Advancement Program (CAP)

At Fidens, we are committed to supporting the professional growth and career aspirations of our people. Our Career Advancement Program (CAP) provides opportunities for eligible staff who wish to upskill, develop their knowledge and experience, and pursue higher-level responsibilities and career pathways across administration, management and allied health within the NDIS and Aged Care sectors.

We look forward to welcoming you to our Team! 💪