Operations Manager

Soaring Together is looking for an experienced and proactive 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 to oversee the day-to-day delivery of our supports, programs, people, systems and facilities.
This is a broad, hands-on leadership role responsible for maintaining operational efficiency, NDIS quality and compliance, workforce performance, participant service delivery and business growth. You’ll also work closely with the Director on strategy, service expansion and the long-term sustainability of the organisation.
𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆, 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 & 𝗣𝗮𝗿𝘁𝗶𝗰𝗶𝗽𝗮𝗻𝘁 𝗖𝗮𝗿𝗲
• Respond promptly to incoming referrals across 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗪𝗼𝗿𝗸, 𝗔𝗹𝗹𝗶𝗲𝗱 𝗛𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝗦𝗰𝗵𝗼𝗼𝗹 𝗛𝗼𝗹𝗶𝗱𝗮𝘆 𝗣𝗿𝗼𝗴𝗿𝗮𝗺𝘀 • Conduct face-to-face onboarding for support work participants and coordinate intake across all service lines • Complete participant risk assessments and develop practical risk-management strategies with relevant stakeholders • Maintain regular communication with participants and their families throughout service delivery • Seek ongoing participant and family feedback to support service quality • Manage complaints from initial concern through to resolution and put strategies in place to reduce repeat issues • Manage participant exits and offboarding, including service termination, final reporting and handovers
𝗥𝗼𝘀𝘁𝗲𝗿𝗶𝗻𝗴 & 𝗗𝗮𝗶𝗹𝘆 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀
• Manage end-to-end rostering across 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗪𝗼𝗿𝗸, 𝗔𝗹𝗹𝗶𝗲𝗱 𝗛𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝗕𝗿𝗲𝘄 𝗖𝗿𝗲𝘄 • Proactively manage shift allocations and minimise unfilled shifts caused by staffing shortages • Provide after-hours on-call coverage for urgent disruptions and early-morning shift changes • Step into direct support shifts occasionally when they cannot be filled by other team members • Manage enquiries efficiently across phone and email
𝗡𝗗𝗜𝗦 𝗤𝘂𝗮𝗹𝗶𝘁𝘆, 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 & 𝗥𝗶𝘀𝗸 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁
• Ensure staff meet all compliance requirements expected of a registered NDIS provider • Monitor staff documentation and expiry dates, including 𝗡𝗗𝗜𝗦 𝗪𝗼𝗿𝗸𝗲𝗿 𝗦𝗰𝗿𝗲𝗲𝗻𝗶𝗻𝗴, 𝗪𝗪𝗖𝗖, 𝗙𝗶𝗿𝘀𝘁 𝗔𝗶𝗱 𝗮𝗻𝗱 𝗿𝗲𝗹𝗲𝘃𝗮𝗻𝘁 𝗰𝗲𝗿𝘁𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀 • Ensure NDIS plans, service agreements, risk assessments and other participant documents remain current • Oversee incident management and NDIS reporting from start to finish • Ensure incidents are recorded, investigated, managed and reported to the 𝗡𝗗𝗜𝗦 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗮𝗻𝗱 𝗦𝗮𝗳𝗲𝗴𝘂𝗮𝗿𝗱𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻 within required timeframes • Update policies, procedures, processes and forms in response to NDIS and sector changes • Communicate relevant NDIS updates to accounts and other departments • Maintain the non-registered provider portal with current staff information
𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗣𝗹𝗮𝗻𝗻𝗶𝗻𝗴 & 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁
• Work directly with the Director/CEO on strategic planning • Provide operational insight to support growth, service expansion and long-term sustainability • Maintain oversight of internal business systems, including 𝗔𝘀𝘁𝗮𝗹𝘁𝘆 • Coordinate software transitions, updates and operational system changes where required
𝗦𝘁𝗮𝗳𝗳 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗛𝗥 & 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴
• Manage the full recruitment process, from advertising and interviewing through to staff onboarding and employment • Support new team members and provide ongoing guidance and communication • Manage workforce performance issues effectively and constructively • Build community connections that support both participant referrals and staff recruitment
𝗕𝗿𝗲𝘄 𝗖𝗿𝗲𝘄, 𝗕𝗮𝗿𝗶𝘀𝘁𝗮 𝗦𝗸𝗶𝗹𝗹𝘇 & 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆 𝗖𝗼𝗻𝗻𝗲𝗰𝘁 𝗛𝘂𝗯
• Coordinate 𝗕𝗿𝗲𝘄 𝗖𝗿𝗲𝘄 𝘃𝗮𝗻 𝗯𝗼𝗼𝗸𝗶𝗻𝗴𝘀 with providers and community organisations • Ensure booking documentation, invoicing and internal communication are completed • Support day-to-day tasks relating to 𝗕𝗿𝗲𝘄 𝗖𝗿𝗲𝘄, 𝗕𝗮𝗿𝗶𝘀𝘁𝗮 𝗦𝗸𝗶𝗹𝗹𝘇 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿 𝗶𝗻𝘁𝗲𝗿𝗻𝗮𝗹 𝗽𝗿𝗼𝗴𝗿𝗮𝗺𝘀 • Co-develop accessible employment and skills programs • Advertise and manage rooms for lease at the 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆 𝗖𝗼𝗻𝗻𝗲𝗰𝘁 𝗛𝘂𝗯 • Coordinate room bookings, contracts, site walkthroughs and invoicing while preventing double bookings
𝗙𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹, 𝗣𝗮𝘆𝗿𝗼𝗹𝗹 & 𝗜𝗻𝘃𝗼𝗶𝗰𝗶𝗻𝗴 𝗚𝗼𝘃𝗲𝗿𝗻𝗮𝗻𝗰𝗲
• Review participant invoices generated through Astalty before approval and ensure they align with service agreements, funding limits and staff delivery records • Verify fortnightly payroll, including staff hours, allowances and pay calculations • Manage quarterly 𝗣𝗼𝗿𝘁𝗮𝗯𝗹𝗲 𝗟𝗼𝗻𝗴 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝗮𝘃𝗲 (𝗣𝗟𝗦𝗟) reporting and portal requirements • Stay updated on changes to the 𝗦𝗖𝗛𝗔𝗗𝗦 𝗔𝘄𝗮𝗿𝗱 𝗮𝗻𝗱 𝗛𝗼𝘀𝗽𝗶𝘁𝗮𝗹𝗶𝘁𝘆 𝗜𝗻𝗱𝘂𝘀𝘁𝗿𝘆 𝗔𝘄𝗮𝗿𝗱 • Communicate relevant rate and allowance changes to the accounts team • Oversee follow-up of outstanding accounts and delegate relevant actions to the Virtual Assistant
𝗗𝗲𝗹𝗲𝗴𝗮𝘁𝗶𝗼𝗻 & 𝗔𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗶𝘃𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁
• Coordinate tasks with Virtual Assistants and keep delegated work aligned with operational priorities • Liaise with Virtual Assistants regarding proofreading of social media content before publishing • Ensure Virtual Assistants and accounts staff have current information relating to staff, events and photos
𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 & 𝗡𝗲𝘁𝘄𝗼𝗿𝗸 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁
• Drive business development across 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗪𝗼𝗿𝗸, 𝗦𝗰𝗵𝗼𝗼𝗹 𝗛𝗼𝗹𝗶𝗱𝗮𝘆 𝗣𝗿𝗼𝗴𝗿𝗮𝗺𝘀 𝗮𝗻𝗱 𝗔𝗹𝗹𝗶𝗲𝗱 𝗛𝗲𝗮𝗹𝘁𝗵 • Attend and host sector networking events • Attend expos and other community initiatives • Ensure marketing materials and stock remain available • Build and maintain strong relationships with sector stakeholders to create referral pathways • Support social media engagement, including relevant community groups and responding to posts seeking support or services
𝗪𝗵𝗮𝘁 𝗪𝗲’𝗿𝗲 𝗟𝗼𝗼𝗸𝗶𝗻𝗴 𝗙𝗼𝗿
This role would suit someone who is:
• highly organised and comfortable managing multiple priorities at once • confident leading staff and making day-to-day operational decisions • experienced in NDIS service delivery, compliance and quality requirements • comfortable working across participant services, rostering, recruitment and programs • proactive, practical and able to respond quickly when operational issues arise • confident communicating with participants, families, staff, providers and sector stakeholders • able to work closely with senior leadership and contribute to business growth
𝗪𝗼𝗿𝗸𝗶𝗻𝗴 𝗖𝗼𝗻𝗱𝗶𝘁𝗶𝗼𝗻𝘀
• 𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Community Connect Hub, Welland, SA • Occasional travel across service delivery sites, community venues and events • 𝗙𝘂𝗹𝗹-𝘁𝗶𝗺𝗲, with flexible hours based on operational needs • Participation in after-hours on-call rotations • Occasional direct support or program delivery shifts may be required in urgent situations
𝗘𝘀𝘀𝗲𝗻𝘁𝗶𝗮𝗹 𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀
Applicants must hold:
• NDIS Worker Screening Clearance • Working With Children Check (WWCC) • Current Australian Driver’s Licence • Reliable vehicle • Current First Aid certification • Current CPR certification
𝗛𝗼𝘄 𝘁𝗼 𝗔𝗽𝗽𝗹𝘆
If you’re ready to take ownership of a varied operations role and help keep a growing NDIS organisation running smoothly, we’d love to hear from you.
𝗦𝗲𝗻𝗱 𝘆𝗼𝘂𝗿 𝗖𝗩 𝘁𝗼 𝗮𝗽𝗽𝗹𝘆.