NDIS Client Services Manager

We are seeking a manager with extensive experience in the disability sector to provide leadership and management across our Client Services portfolio, including service development, design and delivery. We are looking for an enthusiastic and energetic professional with excellent management and people skills.

About Newdawn support Services 

Newdawn Support Services is a community provider that bases its core value on caring, valuing, encouraging, and facilitating principles. After years as a volunteer foster carer for young people with disabilities, working in the forensic sector and with people living with complex mental health diagnoses, our founder noticed the gaps in the system and figured out a way to fill them. Newdawn Support Services was built on the foundation of care, respect, courage, and independence. We are a team of passionate, skilled professionals who care about the people we support. We support people who live with a range of challenges, such as, mental health, physical health and phycological disabilities. Our person cantered approach ensures participants have everything they need to achieve your goals.

Role overview:

We seek a manager with extensive experience in the disability sector to provide leadership and management across our Client Services portfolio, including service development, design and delivery, including but not limited to Supported Independent Living (SIL), accommodation services, and NDIS Core Supports.  We seek an enthusiastic and energetic professional with excellent management and people skills.

You will work closely and collaboratively with relevant internal and external stakeholders and multi-disciplinary teams to develop and deliver person-centred, high-quality services to support participants with a range of support needs and take the lead in operationalising, managing and reviewing services.

 This role is responsible for maintaining and achieving financial targets, participating in audits, analysing data, generating reports, coordinating work, and providing strategic insight to ensure the sustainability and viability of relevant programs and contribute to participant intake and assessment.

Additionally, the role will lead the implementation and delivery of new client programs. It will work with service delivery and Support Coordination teams and other stake holders, ensuring that NDSS provides effective functioning across all aspect of participant services.

This role oversees services across several locations across Victoria. As NDSS is embarking on a stage of growth, this is an ideal role for someone looking to take the next step in their professional expansion.

Responsibilities Include:

• Refining models of support to ensure contemporary, innovative and person-centred service delivery. 
• Ensuring appropriate supports for participants with complex needs are provided within funding parameters.
• Work proactively and creatively to ensure participant goals are realised.
• Motivate, coach, and drive the service team to achieve performance objectives while providing a high standard of service to the NDSS community.
• Ensure the development and implementation of Performance and Development Plans for the team.
• Ensuring participant plans are assessed, reviewed and implemented in consultation with relevant stakeholders.
• Ensure that all funded services provided to participants are claimed within deadlines.
• Support staff to obtain personal, program and organisational goals in service and professional development.
• Facilitate the upskilling of staff through learning and training.
• Implement and maintain clear KPIs in line with service contracts and organisational objectives.
• Assure the implementation and practice of business processes.
• Liaise with various departments to ensure proper processes are being followed, including recruitment, employment lifecycle and performance review processes.
• Provide direct support to the Director and other management in the form of reporting, advising on opportunities, assessing process changes and providing program updates.
• Identify risks and opportunities for growth.
• Overseeing workforce, including recruitment, induction, rostering, performance, WHS, and supporting the ongoing learning and development of staff
• Representing the organisation as a senior critical initial contact for external stakeholders, including NDIS, NDIA, Department of Justice, DFFHS, Office of the Public Guardian and other Government agencies.
• Engaging and collaborating with key stakeholders to ensure appropriate service delivery projects and outcomes for participants.

About you:

This position requires someone with exceptional interpersonal and people management skills, a service-orientated mindset, and a results-driven approach to solving problems. You will be experienced in providing person-centred practices with participants with varying degrees of need and complexity (and behaviours of concern) and will have comprehensive knowledge and understanding of the National Disability Insurance Scheme (NDIS) and the NDIS Quality and Safeguards Commission.

In addition, you will be able to demonstrate:

Key Selection Criteria 

• Relevant tertiary qualification or equivalent experience (disability/ageing / mental health/youth or relevant discipline)
• High-level knowledge of NDIS
• 2+ years’ experience in NDIS service delivery and management and developing staff at a senior level.
• Demonstrated leadership capabilities with experience managing teams of support workers across multiple accommodation services, regions and sites.
• Solution-focused with a keen eye for identifying growth and development opportunities.
• Demonstrated ability to translate policies and procedures and organisation strategies into operational plans.
• Ability to develop and maintain relationships with both internal and external stakeholders, including the Senior Management Team.
• Proven ability to influence decisions, lead change, and identify solutions for complex issues.
• High-level judgement and problem-solving skills with the ability to apply critical thinking and make sound decisions.
• Well-developed interpersonal skills with a strong person-centred focus
• Leader who influences people
• NDIS Worker Screening Check
• Excellent written & verbal communication skills
• Experience meeting deadlines and working within a fast-paced environment.
• Comprehensive knowledge of program funding, reporting requirements and service guidelines relevant to the disability sector

To apply please attach your resume and address the key selection criteria in your cover letter outlining your skills, experience why you want to work with Newdawn Support Services and why you are suitable for this role.

The recruitment processes.

• We want to meet you face-to-face to ensure we fit well.
• You’ll be contacted for an initial conversation. You’ll be invited to an interview with our recruitment team if we're a match.
• From there, we’ll make a shortlist of candidates.
• You will contact in every step of the process. 
• If you are shortlisted and meet our selection criteria, you will be contacted. 

Applicants must submit applications via a written resume accompanied by a Cover Letter. 

Why work with us?

We provide a positive work environment that encourages and promotes work/life balance, a sense of humour. In this role you will work with an excellent team who will encourage and inspire you to develop and progress your skills and career, whilst supporting people with complex support need to live an active life.

We value our teams, and our employees enjoy a range of benefits, including:

• Competitive salary 
• Novotel Vehicle Leasing is available.
• 5 weeks annual leave per year + 17.5% leave loading
• Flexible work options
• Ongoing professional development and career progression opportunities
• Access to employee discounts and wellness benefits
• Access to free confidential counselling and support via our Employee Assistance Program (EAP)
• Work satisfaction - love what you do and why you do it!

In line with the Victorian Chief Health Officer’s Directions, all workers must be fully vaccinated unless a medical exception applies. Applicants will be required to provide their Australian Government COVID-19 Digital Immunisation Certificate/s or evidence of medical exception or proof of vaccination booking as part of our pre-employment requirements.