Service Manager

About the Role

As a Service Manager, you'll be at the forefront of our Supported Independent Living and In-Home support. This is a hands-on leadership role where you will guide Team Leaders and Client Coaches to deliver exceptional, person-centred supports that align with each client’s goals, their NDIS plan, and the NDIS Quality and Safeguards Commission Practice Standards.

Why Join Orana?

• Lead high-impact disability services that change lives every day

• Supportive leadership team and strong organisational values

• Opportunity to develop leaders and shape service quality

• Meaningful work with real community impact

About the Role

As Service Manager, you will be responsible for the daily operational leadership of SIL, In-Home and Respite services, ensuring supports are:

·         Person-centred and goal focused

·         Compliant with NDIS Practice Standards and Quality Indicators

·         Financially and operationally sustainable

·         Delivered by capable, supported, and well-led teams

You will build strong relationships with clients, families, stakeholders, and internal teams while ensuring high standards of care, documentation, compliance, and team performance.

This role also participates in an on-call roster and requires confidence in responding to after-hours matters.

Key Responsibilities

Client & Stakeholder Management

• Build strong relationships with clients, families, and service providers

• Represent clients and Orana at meetings including NDIS and SACAT

• Ensure support plans are current, responsive and aligned to client goals

• Manage feedback, complaints, and complex support needs

Leadership & Team Development

• Lead, coach and develop Team Leaders and Client Coaches

• Oversee recruitment, onboarding, supervision and performance management

• Foster a positive, professional culture aligned with Orana’s values

• Ensure teams are trained in Person-Centred Active Support practices

Operational & Financial Management

• Oversee rosters aligned to client funding and service agreements

• Monitor documentation, incident reporting, and client records

• Conduct monthly financial reconciliations for client/household finances

• Escalate funding or support concerns and collaborate on solutions

Quality & Compliance

• Maintain high audit standards across homes and services

• Ensure compliance with NDIS Practice Standards

• Proactively manage risks to clients and staff

• Contribute to continuous improvement initiatives

About You

You are an experienced disability leader who is confident managing people, operations, compliance, and client relationships in a complex environment.

Essential:

• Certificate IV in Disability (or higher)

• Proven leadership experience in disability or human services

• Strong knowledge of NDIS Practice Standards and Quality Indicators

• Experience managing budgets, reporting and operational performance

• Excellent communication, organisation and problem-solving skills

• Medication Administration, First Aid & CPR

• Proficient with Microsoft Office

Desirable:

• Degree in Developmental Education, Management or similar

• Experience managing SIL and complex supports

• Strong understanding of Person-Centred Active Support and Restrictive Practices

Screenings Required:

• NDIS Worker Check

• National Police Check

• Working With Children Check (if required)

Ready to Lead with Purpose?

If you are passionate about leading teams to deliver high-quality, person-centred disability supports and want to make a genuine difference in people’s lives, we would love to hear from you.