NDIS Service Delivery Case Manager

Join Our Service Delivery Team

Compassionate Community Care is a growing, values-driven NDIS registered provider delivering person-centred supports across Far North Queensland.

We are seeking an experienced Service Delivery Case Manager to oversee and coordinate our Supported Independent Living (SIL) and Community Access Supports (CAS) caseloads.

This is a key operational position requiring someone with strong NDIS knowledge, demonstrated managerial experience and the confidence to manage complex service delivery environments.

This is not an entry-level position and is not suitable for applicants who are new to the disability/NDIS sector.

The successful applicant will initially be employed on a casual basis with ongoing full-time hours, with a view to transitioning to permanent full-time employment following a successful 3–6 month probationary period.

About the Role

As our Service Delivery Case Manager, you will be responsible for the day-to-day oversight of participant service delivery across our SIL homes and Community Access services.

You will work closely with participants, families and guardians, Support Coordinators, Team Leaders, Disability Support Workers, rostering, management and other external stakeholders to ensure supports are delivered safely, consistently and in accordance with each participant's NDIS plan and individual needs.

Key Responsibilities

• Manage an allocated caseload of SIL and Community Access participants

• Provide operational oversight of SIL houses and participant supports

• Ensure service delivery aligns with participants' NDIS plans, service agreements, goals and funded supports

• Provide leadership, direction and support to Team Leaders and Disability Support Workers

• Monitor participant wellbeing, changes in support needs and service delivery concerns

• Coordinate participant appointments, meetings, hospital admissions/discharges and transitions where required

• Maintain strong communication with participants, families, guardians, Support Coordinators and other stakeholders

• Review progress notes, incident reports and other participant documentation

• Ensure incidents, risks, complaints and safeguarding concerns are appropriately identified, escalated and followed up

• Participate in case conferences, stakeholder meetings and internal clinical/service delivery handovers

• Work collaboratively with rostering to ensure appropriate staffing, continuity of support and participant compatibility

• Support implementation of behaviour support plans, risk assessments and participant-specific support strategies

• Monitor staff performance within service delivery and address concerns with management/HR where required

• Ensure participant files and documentation remain accurate, current and audit-ready

• Support compliance with the NDIS Practice Standards, NDIS Code of Conduct and organisational policies and procedures

• Identify service delivery gaps and implement practical solutions in a fast-paced environment

About You

We are looking for an experienced professional who can confidently take ownership of a busy caseload and provide strong leadership within our service delivery team.

To be considered, you will need:

• Strong demonstrated knowledge and understanding of the NDIS

• Previous managerial, supervisory or senior case management experience within disability services

• Demonstrated experience managing SIL, complex supports and/or Community Access services

• A sound understanding of participant safeguarding, incident management, risk management and duty of care

• Strong understanding of person-centred practice, choice and control

• Ability to manage competing priorities and respond effectively to changing participant and operational needs

• Strong leadership, problem-solving and decision-making skills

• Excellent written and verbal communication skills

• Confidence communicating with families, guardians, Support Coordinators and external stakeholders

• High-level documentation and case management skills

• Ability to lead staff professionally while maintaining accountability and clear expectations

• Strong computer and administrative skills

Applicants without demonstrated NDIS/disability sector experience and previous management or senior service delivery experience will not be suitable for this position.

Employment Requirements

The successful applicant will be required to hold or obtain the following:

• NDIS Worker Screening Clearance

• Working with Children Check / Blue Card, where applicable

• Current unrestricted Australian Driver Licence

• Current First Aid and CPR certification

• Current Australian working rights

• National Police Check, where required

• Ability to meet all other mandatory NDIS and organisational compliance requirements relevant to the position

Desirable

• Relevant qualification in Disability, Community Services, Mental Health, Social Work, Nursing or a related field

• Previous experience managing SIL houses and complex participants

• Experience with NDIS compliance and audits

• Experience using ShiftCare or similar NDIS rostering/case management software

• Knowledge of the SCHADS Award and workforce requirements

What We Offer

This is an opportunity to take on a meaningful leadership position within a growing NDIS organisation where you will have genuine responsibility for the quality and consistency of participant service delivery.

The position will commence as casual with ongoing full-time hours, with the intention of progressing to permanent full-time employment after a successful 3–6 month probationary period, subject to performance and organisational requirements.

If you are an experienced NDIS professional with strong leadership skills and proven service delivery management experience, we would love to hear from you.

Apply through SEEK with your current resume and a cover letter outlining your NDIS, SIL and management experience.

Compassionate Community Care Pty Ltd