Service Delivery Officer

Job Description

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We’re looking for a proactive Service Delivery Officer (SDO) to join our team and play a key role in coordinating high-quality, participant-focused supports. This highly administrative role combines rostering coordination, participant engagement, and staff support, ensuring that services are delivered efficiently, compliantly, and with genuine care.

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As a key connector between participants, support workers, and management, you’ll help shape a seamless service experience—where people feel supported, valued, and empowered.

What You’ll Do Participant Coordination & Support \n

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• Act as the first point of contact for participants—providing timely, professional, and compassionate communication.
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• Maintain strong communication with participants, families, and other stakeholders to ensure satisfaction with service delivery.
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• Ensure supports align with individual goals, NDIS plans, and best-practice principles
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Workforce Scheduling \n

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• Coordinate and manage daily rosters for Mental Health Key Workers and other support staff.
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• Coordinate first sessions and ongoing bookings to ensure smooth service commencement and continuity.
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• Match participants with suitable Key Workers based on skill, experience, and compatibility.
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• Coordinate roster changes, cancellations, and re-allocations with minimal disruption.
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• Keep accurate documentation, notes, and logs in line with organisational policy.
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Team Engagement & Service Quality \n

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• Conduct quarterly 1:1 check-ins with Key Workers to support wellbeing, performance, and professional development.
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• Escalate incidents, risks, or concerns in accordance with policy and NDIS standards.
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• Collaborate with internal teams, clinical providers, and families to ensure integrated, high-quality service delivery.
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• Support continuous improvement through feedback, data tracking, and compliance audits.
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About You Qualifications \n

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• Certificate IV or higher in Community Services, Mental Health, Disability, or related field (or equivalent experience), not essential but highly regarded.
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Experience \n

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• Proven experience in service coordination, rostering, or operational service delivery (NDIS or community sector preferred).
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• Strong understanding of NDIS Practice Standards, Code of Conduct, and participant rights.
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Skills & Strengths \n

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• Excellent communicator—professional, empathetic, and adaptable.
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• Confident with technology, including rostering systems, CRMs, and Microsoft Office.
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• Highly organised with strong attention to detail and follow-through.
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• Problem-solver who can juggle competing priorities and stay calm under pressure.
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• Collaborative mindset with a commitment to quality and participant outcomes.
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Mandatory Requirements \n

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• NDIS Worker Screening Check (or willingness to obtain)
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• Working with Children Check (Employee – VIC)
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• National Police Check (issued within past 12 months)
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• Completion of the NDIS Worker Orientation Module
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Why Join Us? \n

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• Ongoing training & leadership development opportunities
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• Supportive, values-driven team culture
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• Opportunity to shape a growing organisation committed to real participant outcomes
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• NOTE: This position is not classified as a hybrid role, and is based at our National Office in Cranbourne, VIC.
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If you are passionate about making a difference and meet the above requirements, we would love to hear from you.

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