Aged & Disability Support (Community Services & Development)
Full time
Aroha Care Group is a staffing agency specialised in staffing solution across Aged Care facilities and has now expanded our services as a Disability Service provider in Western Australia.
As such, we are excited to commence our search for a new Service Delivery Manager for our NDIS department. Our SDM's operate a key role within our business as the first position within the Leadership Team reporting directly to the Managing Director and having work closely with internal teams to ensure that participants are supported appropriately and that their experience with Aroha Care Group is positive and long-lasting under his or her direct leadership.
Key Responsibilities: Lead Conversion & Client Acquisition: Utilise leads provided by stakeholders (referral networks, support coordinators, community partners) to convert potential clients into active NDIS participants for Aroha. Follow up promptly and strategically with potential clients, families, and support coordinators to explain the benefits of our services and secure their engagement. Develop personalised approaches for each lead, addressing client needs and aligning our services to their NDIS plans. Conducting and attending Stakeholders Meetings. Completing Risk Assessments, weekly/fortnightly Stakeholders Updates. Organising staff training (PBSP, RP etc). Experience reporting Restrictive Practice actions to the NDIA. Maintaining NDIS Compliance. Onboarding of new Participants/SIL's. Relationship Management: Build and maintain strong relationships with key stakeholders who provide client referrals, including community organizations, NDIS coordinators, and healthcare providers. Act as a trusted point of contact, ensuring that stakeholders feel confident in the company's ability to deliver quality services to referred participants. Communication & Negotiation: Showcase excellent communication skills in all interactions, ensuring clear, persuasive, and professional dialogues with potential clients and stakeholders. Communicate complex NDIS processes in a way that is easily understood by participants and their families, helping them feel confident in choosing our services. Negotiate effectively with potential clients and their families, overcoming any objections and aligning their needs with our service offerings. Lead and support the team in managing client inquiries and onboarding, ensuring smooth transitions from potential lead to active participant. Provide training and guidance to the team on effective communication and client engagement techniques. About You: Proven experience in a similar role within the NDIS or disability services sector, with a focus on converting leads into clients. Exceptional communication, persuasion, and negotiation skills, with the ability to clearly explain service offerings and NDIS processes to clients and stakeholders. Strong relationship-building skills, with the ability to nurture and maintain long-term partnerships with referral networks and key stakeholders. Demonstrated ability to manage leads, follow up consistently, and turn opportunities into successful client engagements. Knowledge of the NDIS framework and processes, ensuring full compliance and high-quality service delivery. Results-driven, with a passion for achieving growth targets and delivering exceptional client outcomes. Strong leadership and team management skills. Industry experience or knowledge of the NDIS is essential. 3 years+ experience in onboarding NDIS participants. Experience with mental health/psychosocial. Full understanding of NDIS plans, implementation, and pricing guidelines. NDIS Workers Screening Check. Working with Children Check (WWCC). National Police Check. This role is ideal for someone who thrives in a dynamic, client-facing environment, with the ability to turn opportunities into tangible business results while ensuring high standards of care and support for NDIS participants.
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