Service Coordinator – Victoria

Accord Care – Victoria Branch

Melbourne & Greater Melbourne | Hybrid Role
Full-Time Position
$95,000 – $100,000 + Superannuation

About Accord Care

ACCORD CARE is a trusted provider of person-centred disability support services to NDIS participants across Australia. We are committed to empowering people living with disability to live fulfilling, independent and meaningful lives through high-quality, tailored supports.

Our services include Supported Independent Living (SIL), Specialist Disability Accommodation (SDA), in-home care, community participation, short-term accommodation and community nursing.

We support participants with a range of needs, including complex and high-intensity support requirements, with a strong focus on safety, dignity, inclusion, quality outcomes and continuous improvement.

About the Role

We are seeking an experienced and confident Service Coordinator to join our growing Victorian team.

This is a key operational and leadership role responsible for overseeing the day-to-day delivery of disability support services across multiple locations, with a strong focus on Supported Independent Living (SIL).

The successful candidate will have proven experience coordinating services for participants with complex and high-intensity support needs and leading, mentoring and managing teams of Disability Support Workers.

The role will involve regular travel across our Victorian services, particularly throughout Melbourne's South, South-East and Eastern regions, including locations such as Cranbourne East, Mordialloc, Braybrook, Frankston and Ferntree Gully.

We are looking for a resilient, organised and solutions-focused disability services professional who is confident managing complex service environments and leading teams.

Key Responsibilities

Service Coordination & Operational Support

• Oversee the day-to-day delivery of multiple disability support services, primarily Supported Independent Living (SIL) services.
• Ensure services are delivered safely, consistently and in accordance with participant plans, organisational requirements and NDIS standards.
• Monitor service delivery, identify risks and proactively resolve operational issues.
• Ensure appropriate staffing, workforce coverage and continuity of support.
• Support participant intake, onboarding and transitions into services.
• Work closely with rostering and operational teams to maintain appropriate staffing levels and service continuity.

Leadership & Team Management

• Lead, mentor and coach Disability Support Worker teams.
• Provide regular guidance, supervision and feedback to frontline staff.
• Ensure staff understand participant-specific support requirements, risks and expectations.
• Monitor staff performance and address performance concerns appropriately.
• Identify training, development and competency requirements.
• Promote accountability, professionalism and a strong person-centred culture.
• Support teams to effectively manage challenging situations, behaviours of concern and complex participant needs.

Participant & Stakeholder Support

• Build strong and respectful relationships with participants, families and support networks.
• Ensure participant needs, preferences, rights and NDIS goals remain central to service delivery.
• Respond to participant concerns, feedback and changing support needs.
• Liaise with families, guardians, Support Coordinators, allied health professionals and other service providers.
• Participate in participant reviews, case meetings, service planning and transition meetings.
• Work collaboratively with clinical and allied health professionals where participants have complex or high-intensity support requirements.

Compliance, Documentation & Quality Assurance

• Maintain accurate documentation, including progress notes, care plans, incident reports and risk assessments.
• Ensure services comply with NDIS Practice Standards, organisational policies and relevant guidelines.
• Conduct regular service reviews and participate in audits, incident reviews and corrective actions.
• Identify compliance gaps and contribute to continuous improvement initiatives.
• Ensure required reporting and documentation is completed accurately and within required timeframes.
• Monitor service delivery against participant plans and organisational quality standards.

About You

You are an experienced disability services professional with a strong understanding of high-intensity and complex support environments.

You have hands-on experience coordinating disability services, leading teams of support workers and ensuring participants receive safe, consistent and person-centred support.

You are confident managing staff, resolving operational issues, identifying risks and working collaboratively with clinical and allied health professionals.

You are resilient, organised and comfortable working autonomously in a fast-paced environment where participant and service requirements can change quickly.

Essential Requirements

• Minimum 3 years' experience in a Service Coordinator, Team Leader, Service Manager or similar leadership/management role within the disability sector.
• Minimum 4 years' experience within the disability, mental health or community services sector.
• Demonstrated experience managing Supported Independent Living (SIL) or similar disability support services.
• Demonstrated experience coordinating services for participants with complex and high-intensity support needs.
• Demonstrated experience leading, mentoring and managing teams of Disability Support Workers supporting participants with high-intensity needs.
• Strong understanding of high-intensity disability supports, participant risks and complex support environments.
• Experience supporting participants with complex physical, behavioural, mental health and/or health-related needs.
• Demonstrated experience managing staff performance, capability and team development.
• Experience working with families, Support Coordinators, allied health professionals and other stakeholders.
• Understanding of NDIS requirements, compliance and quality standards.
• Strong communication, documentation, organisational and problem-solving skills.
• Ability to manage incidents, risks, challenging situations and competing priorities.
• Ability to work autonomously and travel between Victorian service locations.
• Current NDIS Worker Screening Check.
• Current Working with Children Check.
• Current Australian driver's licence.

Highly Desirable

• Clinical background or previous nursing experience.
• Good understanding of nursing/clinical concepts and health-related support needs.
• Experience working alongside nurses, allied health professionals and clinical teams.
• Experience with medication support, clinical documentation or health-related care coordination.
• Experience supporting participants with complex behaviours and/or mental health needs.
• Experience conducting service audits, quality reviews or continuous improvement activities.

What Accord Care Can Offer You

• $85,000 – $95,000 + Superannuation, depending on experience and qualifications.
• Company vehicle for work-related travel.
• Laptop and mobile phone.
• Hybrid working arrangements.
• Opportunity to work autonomously and take ownership of your services.
• Join a growing and purpose-driven NDIS organisation.
• Supportive and collaborative leadership team.
• Opportunity to make a meaningful difference in the lives of people living with disability.
• Career development opportunities within a growing national organisation.

Ready to Make a Difference?

If you have proven experience coordinating disability services, managing high-intensity support environments and leading teams of Disability Support Workers, we would love to hear from you.

Join Accord Care and play a key role in ensuring our Victorian services deliver safe, consistent, high-quality and person-centred support.