Service Delivery Coordinator – NDIS

Position Available: Service Delivery Coordinator – NDIS

Location: Cairns, Queensland

Contract: Full-Time

About the Company:

Enabling Pathways is committed to empowering individuals, fostering inclusion and supporting people to live meaningful lives within their communities. We provide support across a range of services, including Community Access, Supported Independent Living (SIL) and Specialist Disability Accommodation (SDA).

We believe quality support starts with strong relationships, respect for individual choice and a team that works together to achieve positive outcomes.

About the Role:

As our Service Delivery Coordinator, you will be a key point of contact for participants, their families, support workers, decision-makers and external stakeholders.

You will coordinate the day-to-day delivery of supports, build trusting relationships and work closely with your team to ensure services are responsive to participants’ changing needs. You will balance participant wellbeing and quality of care with the operational requirements of running reliable, compliant and sustainable services.

This is an active coordination role that requires excellent communication, sound judgement, strong organisation and the ability to manage competing priorities in a dynamic environment.

Key responsibilities:

Participant Relationships and Support Coordination

• Build and maintain positive, respectful relationships with participants, families, nominees, decision-makers and external stakeholders.
• Act as a key point of contact for allocated participants and their support networks.
• Coordinate participant intake, onboarding, service agreements, support planning and transitions.
• Monitor participant wellbeing and satisfaction, advocate for their rights and support their goals, preferences and independence.
• Conduct regular visits to participants and SIL properties to review the quality and consistency of supports.
• Liaise with Support Coordinators, healthcare providers and other professionals to promote continuity of care.

Support Worker Engagement and Team Coordination

• Build strong working relationships with Disability Support Workers (DSWs), providing clear communication, practical guidance and ongoing support.
• Coordinate rosters, shift coverage and support schedules to maintain continuity of services.
• Monitor timesheets, review hours worked and help ensure accurate and timely payroll processing.
• Identify staff training needs and coordinate relevant training in collaboration with the clinical team and other providers.
• Support a positive team culture that values accountability, teamwork, initiative and quality service delivery.

Operational Coordination and Compliance

• Develop, review and maintain participant support plans, risk assessments and relevant documentation.
• Monitor incidents, concerns and changes in participant needs, ensuring appropriate escalation, follow-up and documentation.
• Oversee the practical implementation of support plans and organisational procedures.
• Maintain accurate participant records, including relevant medication and health documentation in accordance with established procedures.
• Coordinate service delivery in line with NDIS requirements, organisational policies, applicable award conditions and NDIS pricing arrangements.
• Monitor service delivery costs, rosters and overtime, identifying opportunities to improve efficiency without compromising participant outcomes.
• Contribute to quality improvement initiatives, audits and the ongoing development of operational processes.
• Respond to urgent service delivery issues and participate in after-hours escalation arrangements as required.

About You

You are a people-focused professional who understands that excellent disability support depends on communication, trust, consistency and follow-through. You are comfortable working independently, making informed decisions and supporting a team to deliver quality services.

You will ideally bring:

• Experience in disability services, care coordination, community services, healthcare or a related field.
• Strong interpersonal skills and the ability to build effective relationships with participants, families, staff and stakeholders.
• Excellent written and verbal communication skills.
• Strong organisational skills and the ability to manage competing priorities.
• Confidence coordinating staff, schedules and operational requirements.
• Sound problem-solving skills, initiative and professional judgement.
• An understanding of person-centred practice, participant rights, privacy and safeguarding.
• Familiarity with the NDIS framework and relevant compliance requirements, or a willingness to develop this knowledge.
• Confidence using digital systems and Microsoft Office. Experience with VisualCare or similar service delivery software is advantageous.
• A positive, adaptable and solutions-focused approach.

We welcome applicants with transferable skills from healthcare, community services, case coordination or other people-focused operational roles who are motivated to build their career in disability services.

Mandatory Requirements

• Relevant qualification in disability, individual support, community services, healthcare or a related field, or equivalent relevant experience.
• Proof of citizenship (passport, birth certificate or citizenship certificate) or VISA if applicable.
• Current QLD Open Driver’s License.
• Must hold a Qld Blue Card
• NDIS Workers Screening Yellow Card.
• Hold a current First Aid (HLTAID011) and CPR (HLTAID009) Certificate.
• A clean National Police check less than 6 months old.
• Completed NDIS Orientation Module.
• Willingness to undertake additional training relevant to participant needs and the requirements of the role.

You must also demonstrate a commitment to privacy, confidentiality, cultural awareness, professional conduct and Enabling Pathways’ values.

Why Join Enabling Pathways?

Make a Meaningful Difference

Help participants exercise choice, build independence and achieve their personal goals.

Be Part of a Supportive Team

Work collaboratively with colleagues who care about quality support and positive outcomes.

Competitive Remuneration and Salary Packaging

Access competitive salary arrangements and salary sacrifice options, subject to eligibility.

Employee Wellbeing

Access Employment Hero employee benefits, including its Discount Store, Hero Points recognition and rewards, and wellbeing resources.

Employee Assistance Program

Access support and resources to promote your wellbeing.

Professional Development

Build your skills through cross-functional learning, collaboration and opportunities to grow within the organisation.

If you are a relationship-driven, organised and proactive professional who wants to make a genuine difference in disability services, we would love to hear from you.

Please submit your resume and a cover letter outlining your relevant experience, transferable skills and why you would be a great fit for Enabling Pathways.

If you would like further information on this role please email hr@enablingpathways.org.au