Service Manager

Care2U Community Services is a leading provider in the NDIS industry, dedicated to delivering high-quality support and accommodation services to individuals with disabilities. Specialising in Supported Independent Living (SIL), our locations across Sydney such as in the North Shore (Gordon, Lindfield, St Ives, Beecroft) and Western Suburbs (Marrickville & Merrylands) are staffed by dedicated and experienced professionals. Our services, including personal care, community participation, accommodation, and respite care, are tailored to meet the unique needs of each participant. At Care2U, we prioritise enhancing the lives of our participants through personalised care and a supportive community environment.

• Role Overview

The Service Manager plays a critical role in overseeing service delivery, ensuring compliance with NDIS standards, and fostering a high-performance team. This position requires strong leadership, operational management, and a person-centred approach to delivering quality support services. The Service Manager will lead a dedicated team of support staff and work closely with clients, their families, and external professionals to ensure person-centred, holistic care. This role is responsible for ensuring that clients receive tailored services that promote their independence, choice, and control while fostering a positive and supportive work environment for the team.

• Key Responsibilities
• Provide operational leadership and oversight of service delivery team.
• Coordinate and provide regular reports to Line manager.
• Build and maintain strong relationships with key stakeholders, including NDIS participants, service providers, support coordinators, and community organisations.
• Lead and support team members, including House Managers, ensuring high performance and quality service.
• Conduct one-on-one, coaching sessions and KPI reviews.
• Ensure compliance with NDIS standards and Care2U policies and procedures.
• Monitor and address service gaps, participant needs, and continuous improvement opportunities.
• Identify and onboard new participants, understand participant needs and ensure a smooth transition into our services.
• Participate in incident investigations and risk management within service delivery.
• Ensure participants receive person-centred support aligned with their individual goals.
• Ensure compliance with Care2u systems (e.g. Shiftcare, Employment Hero, NGO LMS).
• Prepare, complete, and keep updated documentation and files for all participants, including service agreements, roster of care, support plans, and related records, maintaining quality documentation.
• Participate in meetings, professional development, and the on-call roster.
• Oversee and ensure that rostering is done accurately and fairly for all accommodations.
• Monitor and address financial variances to maintain budget efficiency.
• Oversee recruitment needs, training, and performance management of staff.
• Handle and resolve complaints effectively, ensuring prompt resolution and documentation.
• Manage the intake process for new and transitioning participants to ensure smooth coordination.
• Foster an inclusive and supportive work environment.
• Promote and uphold Care2U's code of conduct and core values (Communication, Honesty, Ethical, and Respect) to ensure a professional and ethical workplace.
• Encourage a positive team experience, promoting collaboration, recognition, and staff well-being.
• Qualifications and Experience
• A relevant qualification in social work, management, or a health-related field.
• At least 2 years of experience in service management or leadership roles in the healthcare or disability sector.
• Strong knowledge of NDIS standards, compliance, service delivery, and participant funding models.
• Excellent organisational skills with the ability to prioritise tasks, meet deadlines, take initiative, problem-solve, make decisions, work well under pressure, and seek guidance when appropriate.
• Proven ability to lead teams, manage performance, and ensure quality service delivery.
• Excellent communication and interpersonal skills, with the ability to collaborate with clients, families, and external professionals.
• Ability to work independently and as part of a team in a fast-paced environment.
• A valid driver's licence and willingness to travel as required.
• Experience
• Service Manager : 2 years (required)

Licence / Certification :

• First Aid Certification (required)
• Working with Children Check (required)
• NDIS Worker Screening Check (required)
• National Police Certificate (required)
• Driver Licence (required)

Work Authorisation :

• Australia (required)

Work Location : In person