Participant Success Manager
At Youcare Disability Services, we believe every person deserves the opportunity to live a fulfilling, independent, and meaningful life. We’re looking for an experienced and passionate Participant Success Manager to join our leadership team and help drive exceptional outcomes for the people we support.
This is a unique opportunity to combine participant advocacy, service delivery, leadership, and operational management in a role where you can genuinely make an impact every day.
This position will operate out of our Putney office. Office hours are 8:30-4:30pm Monday-Friday. Salary for this position is $102229.76 – $106229.76 Inclusive of Super.
About the Role
As our Participant Success Manager, you will be the primary point of contact for participants, families, support coordinators, allied health professionals, and key stakeholders. You’ll oversee the participant journey from onboarding through to ongoing service delivery, ensuring participants receive high-quality, person-centred supports that align with their goals, preferences, and needs.
You’ll also provide direct leadership to our Rostering Coordinator team, driving productivity, supporting professional development, and ensuring participants receive consistent and reliable support services.
What You’ll Be Doing:
Participant Success & Relationship Management
- Build strong relationships with participants, families, support coordinators, and stakeholders
- Advocate for participant goals, rights, and preferences
- Conduct regular participant check-ins and reviews
- Resolve concerns and proactively improve participant experiences
- Support participants through changing circumstances and support needs
Service Delivery & Program Oversight
- Coordinate participant onboarding and service commencement
- Ensure compliance with the NDIS Practice Standards and relevant legislation.
- Monitor participant outcomes and service quality
- Ensure continuity of care and participant satisfaction
- Support complex service delivery and problem-solving
Documentation & Compliance
- Maintain participant records, support plans, risk assessments, and service agreements
- Ensure compliance with NDIS Practice Standards
- Conduct file audits and support quality improvement initiatives
- Assist with incident management and audit preparation
Leadership & Team Management
- Lead and mentor a team of Rostering Coordinators
- Conduct supervision sessions, one-on-ones, and performance reviews
- Drive accountability, productivity, and team development
- Support recruitment, onboarding, and training initiatives
- Foster a positive and participant-focused culture
