Lead Coordinator SIL | Community and Care Services

About Us

Interact Australia work to promote social inclusion, health and wellbeing by empowering people to achieve their full potential. As a values based not-for-profit organisation, we champion and support people with a disability in their choices, offering a range of person-centred supports, matched to meet unique circumstances and individual needs. Offering support services in NDIS and Inclusive Employment Australia throughout QLD, NSW, VIC, TAS and SA. We are looking for an experienced community service professional to join our growing team. 

Interact Australia is proudly part of IntoWork a national group of businesses, opening doors to apprenticeships, training, employment and support.

Working with Interact

At Interact we value every employee by acknowledging and respecting their individuality, by inspiring action & change, and by creating connections to achieve social inclusion and equality. Benefits of working with us include:

• Not-for-profit salary packaging for $15,800 per year for general bills and expenses, plus an additional $2,500 for meals and entertainment

• Learning and Development opportunities

• Access to our Employee Assistance Program

• Career progression within the IntoWork group

About the Role

We are seeking an experienced and proactive Lead Coordinator to join our team at our Fortitude Valley office. This is a hands-on, onsite role suited to a confident professional who can quickly take ownership of service delivery operations and provide leadership within our coordination function.

The Lead Coordinator acts as the escalation point for Coordinators and provides operational support to the State Lead, assuming day-to-day leadership responsibilities during periods of leave or absence.

You will play a critical role in driving operational performance, workforce effectiveness and positive participant outcomes.

The role maintains a participant caseload and provides specialist oversight of:

• Supported Independent Living Supports (SIL)

• High Intensity funded supports

• State-based insurance funded participants (NIISQ, TAC, iCare)

Key Responsibilities

• Lead and oversee rostering and workforce coordination using Carelink+ to ensure efficient, compliant service delivery across multiple funding programs

• Act as the primary point of contact for participants, building strong relationships and supporting them to achieve their individual goals and outcomes

• Manage end-to-end service coordination, including intake, risk assessment, and onboarding of new clients across NDIS and state-based funding streams

• Ensure compliance with program-specific guidelines, service agreements, and funding requirements (NDIS, NIISQ, icare, TAC, etc.)

• Optimise staff deployment, service utilisation, and billing accuracy through effective system use

• Facilitate strong matching of support workers to client needs, ensuring continuity, capability, and quality of care

• Provide leadership, coaching, and mentoring to coordinators and support staff, embedding best practice and accountability

• Oversee incident management, reporting, and regulatory compliance across relevant funding bodies

• Foster a high-performing team culture focused on client experience, responsiveness, and outcomes

• Monitor performance against KPIs and identify opportunities for service and operational improvement

About You

To succeed in this role, you will be a highly organised, solutions-focused professional with strong leadership capability and experience managing complex service delivery environments across multiple funding models.

You will bring:

• Strong interpersonal and communication skills, with the ability to build rapport, negotiate effectively, and instil confidence in stakeholders

• Demonstrated experience in senior rostering or service coordination within disability, health, or community services

• Strong working knowledge of the NDIS practice standards and framework, alongside experience with state-based insurance and care schemes (e.g., NIISQ, icare, TAC or similar)

• Advanced skills in workforce planning, rostering optimisation, and system utilisation (experience with Carelink+ highly regarded)

• Proven experience in leading, coaching, and developing teams

• Ability to manage complex participant presentations, funding requirements, and service delivery challenges

• Experience in incident management, compliance, and reporting across multiple frameworks

• Strong focus on customer service, outcomes, and continuous improvement

• Ability to work effectively in a fast-paced, high-volume environment with competing priorities

• A current Driver’s Licence (essential)

Please note: The successful candidate will be required to participate in an Australian Federal Police check, NDIS Quality and Safeguards Worker Screening and a WWCC, prior to confirmation of appointment to the position.

The successful candidate will also be required to demonstrate entitlement to work in Australia, and to disclose any pre-existing injury or disease which may be adversely affected by undertaking the inherent requirements of the position.

Interact Australia embraces and celebrates the diversity of our workforce. We are committed to fostering a culture of belonging and community for our clients, participants, and employees.

Interact Australia are an equal opportunity employer and encourage applications from candidates who represent the rich diversity of our society, particularly those who may be marginalised, or experience barriers to employment and employment inequity. This may include people who are First Nations, are culturally and racially diverse (CARM), living with disability and neurodiversity, and or have family and caring responsibilities. Likewise we welcome applications from people of varied sex, religion, gender identity, age and sexuality.   

We are committed to supporting National Reconciliation efforts through the implementation of our Reconciliation Action Plan, fostering respectful relationships and creating meaningful opportunities with Aboriginal and Torres Strait Islander peoples.