Location: Kirrawee, NSW + Hybrid Opportunities
Employment Type: Part Time (3-4 days a week)
Reports To: Senior Management

CoastCare Sydney is seeking an experienced and values-driven Participant Services Lead to oversee the day-to-day coordination, administration, and governance of service delivery across the organisation.

This role is responsible for ensuring high-quality participant experiences, compliant operational practices, and effective leadership of administration and service delivery teams. The successful candidate will play a key role in supporting organisational growth, strengthening internal systems, and ensuring services are delivered in alignment with NDIS Practice Standards and CoastCare Sydney values.

The Participant Services Lead acts as a central operational point between participants, families, support staff, clinicians, and leadership.

• Oversee daily service delivery operations across support coordination, mentoring, psychosocial recovery coaching, and support services

• Monitor participant service quality, engagement, and continuity of care

• Support rostering coordination and escalation management where required

• Ensure participant supports are delivered safely, ethically, and in accordance with organisational standards

• Identify service gaps, operational risks, and improvement opportunities

• Support onboarding and ongoing supervision of service delivery staff

• Assist with incident management, participant concerns, and service feedback processes

• Oversee participant intake processes from referral through to onboarding

• Review service agreements, intake documentation, and consent forms

• Ensure participant files remain accurate, compliant, and up to date

• Coordinate participant allocations and workforce matching processes

• Liaise with participants, families, allied health professionals, support coordinators, and external stakeholders

• Monitor onboarding timelines and participant communication standards

• Support implementation and maintenance of internal CRM and administration systems

• Support organisational compliance with:

  • NDIS Practice Standards

  • NDIS Code of Conduct

  • Restrictive Practices requirements

  • Incident management obligations

  • Privacy and confidentiality requirements

  • SCHADS Award considerations and workforce compliance

• Monitor staff compliance requirements including:

  • NDIS Worker Screening Checks

  • WWCC

  • First Aid certifications

  • Mandatory training completion

  • Vehicle and insurance documentation

• Assist in maintaining policies, procedures, SOPs, and audit readiness

• Support incident reporting and risk management processes through internal systems

• Participate in internal quality improvement initiatives and compliance reviews

• Provide operational leadership and day-to-day support to administration and service delivery teams

• Promote a positive, accountable, and participant-centred workplace culture

• Assist with recruitment, onboarding, and performance management processes

• Facilitate communication between operational staff and leadership

• Support implementation of organisational initiatives and workflow improvements

• Assist in managing staff performance concerns and operational escalations in collaboration with leadership

• Experience within the disability, mental health, community services, or allied health sector

• Strong understanding of the NDIS and participant-centred service delivery

• Experience in administration, intake, operations, or service coordination roles

• High-level organisational and communication skills

• Ability to manage competing priorities in a fast-paced environment

• Strong understanding of compliance, governance, and professional boundaries

• Proficiency using CRM systems, Microsoft Office, and digital documentation platforms

• Experience in operational leadership or people management

• Knowledge of NDIS Practice Standards and audit requirements

• Experience working within psychosocial disability, behaviour support, or complex care environments

• Relevant qualifications in Community Services, Business Administration, Social Work, Allied Health, or related fields

• Flexible and supportive working environment

• Opportunity to contribute to a growing and values-driven organisation

• Professional development and career progression opportunities

• Collaborative and passionate multidisciplinary team culture

• Meaningful work supporting participants to build independence, confidence, and community connection

Please submit your resume and a brief cover letter outlining your experience and interest in the role.

Only shortlisted applicants will be contacted.