Service Manager

Job Title

Service Manager

Job Description

The Service Manager role is a hands-on leadership position that supports senior management in ensuring effective delivery of services to those we support, whether residential, vocational, home support, or otherwise.

As a Service Manager, you will work collaboratively with the Operations Manager and other managers to ensure the continued delivery of quality services that meet the NDIS Practice Standards and related legislation.

This position description is a general summary of the role and may change as the organization’s needs evolve.

Risk Assessed Role

• Current Worker Screening approval
• Working with Children Check for Paid Employment
• New Worker – NDIS Induction Module

Type of Employment

Full Time

Reporting To

Operations Manager

Remuneration

$80,000 – $120,000

Location

16 Dyer Crescent, West Gosford, NSW 2250

Main Duties / Responsibilities

Service Manager Duties

• Ensure that the vision, mission, values, code of conduct, and policies are adhered to.
• Contribute to building inclusive communities through partnerships and collaboration with individuals, carers, and local organisations.
• Liaise with the Operations Manager regarding all aspects of the programs and objectives.
• Maintain accurate NDIS participant records, progress reports, and claims processes.
• Be a positive role model and work collaboratively with staff.
• Participate in ongoing professional development and attend industry forums and training.
• Support Senior Team Leaders, Coordinators, and Team Leaders through supervision and mentoring.
• Attend regular surveys (staff and participants) and follow up on issues or complaints.
• Attend reporting meetings with Operations Manager and provide monthly reports.
• Manage the establishment of more SIL homes and STA, and oversee rosters, budgets, and incident management.
• Provide direct disability support to clients as needed.
• Offer 24/7 support to On-Call staff during emergencies.

Organisational Knowledge

• Knowledge of the mission, vision, core values, and strategic plan of BDS Pty Limited.
• Working knowledge of services offered by BDS and relevant legislation affecting the sector.
• Understanding of the NDIS and related government regulations.

Management of Service Delivery

• Monitor the performance of the service to ensure compliance with NDIS Practice Standards.
• Ensure effective budget preparation, review, and investigation of any variances.
• Contribute to service evaluation, planning, and development.

Networking and Partnerships

• Develop and maintain relationships with internal and external stakeholders.
• Work collaboratively with a network to support the delivery of consistent, quality services.
• Maintain links with external service providers to strengthen BDS’s community footprint.

Teamwork and Leadership

• Promote ideas and efforts to improve service delivery.
• Actively participate in the management team and contribute to team objectives.
• Manage conflict and bring forth resolutions to problems.
• Value others’ contributions and knowledge and be willing to learn from others.
• Recognize and embrace the advantages of diversity.

Principles & Practice of Legislation

• Uphold a detailed working knowledge of all standards and government regulations (e.g., NDIS, Disability Inclusion Act, WHS legislation).
• Facilitate organizational feedback on legislation and standards of practice.
• Ensure the application of changes in standards of practice.

Interpersonal Skills and Communication

• Develop and maintain professional communication with staff, participants, families, and stakeholders.
• Effectively report on complex or sensitive issues related to BDS’s strategic direction.
• Negotiate effectively on a wide range of issues.
• Advocate for participants and their carers.
• Be readily available and flexible to meet participants’ needs, especially during crucial times.