About NDCS
National Disability and Community Services (NDCS) is a disability and community services provider committed to delivering high-quality, person-centred and reliable supports that empower people to live with greater independence, choice and control.
As our organisation continues to grow, we are seeking an experienced, highly organised and motivated Operations Manager to oversee our day-to-day service operations and help drive a strong culture of quality, accountability and continuous improvement.
This is a key leadership position within NDCS and is suited to someone who understands that successful disability service delivery requires a balance of participant-centred care, workforce leadership, operational discipline and NDIS compliance.
About the Role
As the Operations Manager, you will be responsible for overseeing the effective delivery of NDCS services and ensuring our operational processes consistently meet organisational, participant and regulatory expectations.
You will work closely with management, participants, families, support coordinators, support workers and other stakeholders to ensure services are delivered safely, efficiently and to a high standard.
This is a hands-on operational leadership role. We are looking for someone who is comfortable taking ownership, resolving issues, supporting staff, improving systems and making sound decisions in a fast-paced disability services environment.
Key Responsibilities
Your responsibilities will include:
- Overseeing the day-to-day operations of disability and community support services.
- Coordinating and monitoring participant service delivery to ensure supports are delivered safely, consistently and in accordance with individual needs and service agreements.
- Managing workforce operations, including staff allocation, rostering oversight, shift coverage, attendance and operational performance.
- Providing leadership, guidance and support to Team Leaders, Support Workers and other operational staff.
- Monitoring service quality and ensuring participant concerns, complaints and operational issues are addressed promptly and professionally.
- Supporting incident management, including appropriate documentation, escalation, investigation and follow-up.
- Ensuring operational practices align with the NDIS Practice Standards, NDIS Code of Conduct, organisational policies and relevant legislative requirements.
- Supporting compliance activities, internal reviews, audits, risk management and continuous improvement.
- Monitoring staff documentation, shift notes, incident reports, timesheets and other operational records for accuracy and completeness.
- Supporting recruitment, onboarding, induction, training and ongoing workforce development.
- Maintaining effective communication with participants, families, nominees, Support Coordinators and other stakeholders.
- Identifying operational risks, service gaps and inefficiencies and implementing practical solutions.
- Supporting management with operational reporting, workforce planning and organisational growth.
- Promoting a positive workplace culture built around professionalism, accountability, respect and participant-centred service delivery.
- Participating in after-hours escalation and operational support where required.
About You
To succeed in this role, you will be a confident and solutions-focused leader who can manage competing priorities while maintaining high standards of service delivery.
You will ideally have:
- Demonstrated experience in an Operations Manager, Service Delivery Manager, Team Leader, Coordinator or similar leadership position within disability, community services, aged care or a related sector.
- Strong understanding of the NDIS and person-centred service delivery.
- Knowledge of NDIS Practice Standards, incident management, complaints management, risk management and quality processes.
- Strong staff leadership and workforce management capabilities.
- Experience with rostering and managing operational service requirements.
- Excellent written and verbal communication skills.
- Strong organisational, problem-solving and decision-making abilities.
- The ability to manage sensitive or challenging situations professionally.
- Strong attention to detail and commitment to accurate documentation.
- Confidence communicating with participants, families, employees and external stakeholders.
- Ability to work independently, take ownership and remain accountable for outcomes.
- Good computer literacy and confidence using rostering, CRM, HR and Microsoft Office/Microsoft 365 systems.
Relevant qualifications in Disability, Community Services, Human Services, Social Work, Business, Management or a related discipline will be highly regarded.
Experience working within an NDIS provider environment will also be highly regarded.
Mandatory Requirements
The successful applicant will be required to hold, or be willing and eligible to obtain, all relevant employment clearances and requirements applicable to the position, which may include:
- NDIS Worker Screening Check
- Working with Children Check, where applicable
- National Police Check
- Current Australian driver's licence
- Current First Aid and CPR certification, where required
- Appropriate Australian working rights
What We Are Looking For
We are particularly interested in candidates who can demonstrate:
Leadership – You can lead people, set expectations and hold yourself and others accountable.
Operational Excellence – You understand how to turn policies and procedures into consistent day-to-day practice.
Participant Focus – You understand that every operational decision ultimately affects the quality, safety and experience of the people we support.
Problem Solving – You do not simply identify problems; you take ownership of finding practical solutions.
Compliance Mindset – You understand the importance of documentation, risk management, incidents, policies and regulatory obligations within disability services.
Communication – You can communicate professionally with participants, families, employees, management and external stakeholders.
Continuous Improvement – You actively look for opportunities to improve systems, service quality and organisational performance.
Application Process – Video Submission Required
All applicants are required to submit a 3–5 minute video recording introducing themselves and explaining why they are the right fit for the Operations Manager position at NDCS.
Video Submission Email: hr@ndcs.com.au
Applicants must email their video recording or an accessible video link to hr@ndcs.com.au, using the subject line:
Operations Manager Application – [Applicant's Full Name]
Your video should briefly cover:
- Your relevant experience and background.
- Your experience within disability, NDIS, community services or a comparable service environment.
- Your leadership and operational management experience.
- Why you are interested in joining NDCS.
- What you believe you can bring to the Operations Manager role.
The video does not need to be professionally produced. A clear recording from a mobile phone or computer is sufficient. We are primarily interested in understanding your communication style, experience, motivation and approach to leadership.
Important: Applications submitted without the required 3–5 minute video will not progress to the next stage of the recruitment process.
Applicants should submit their current resume and video submission (or an accessible link to the video) as part of their application.
Join NDCS
This is an opportunity to take on a meaningful leadership position within a growing disability and community services organisation where your decisions and leadership can directly influence service quality, workforce performance and participant outcomes.
If you are an experienced operational leader who values accountability, quality service delivery and person-centred support, we would welcome your application.
Apply now to join National Disability and Community Services (NDCS) as our Operations Manager.
NDCS is committed to creating a safe, respectful and inclusive environment for participants and employees. We encourage applications from suitably qualified candidates from diverse backgrounds and experiences.
Pay: From $80,100.00 per year
Benefits:
- Travel reimbursement
Experience:
- Operations management: 1 year (Preferred)
Work Location: In person
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