Location
Springwood, QLD
Employment Type
Permanent Full-Time (37.5 hours/week, Monday to Friday)
About
This role is suited to individuals who have at least 12 months’ experience in the NDIS or community services sector and are either transitioning from hands-on support roles or already bring experience in care coordination, case management, or structured client support.
The position supports participants to understand, implement, and navigate their NDIS plans through a recovery-oriented and strengths-based approach, while managing participant supports in line with service agreements, funding parameters, and organisational requirements.
You will be part of a close-knit, supportive team that values open communication, accountability, adaptability, and collaboration. The role offers autonomy in managing a caseload, balanced with structured supervision, clear expectations, and ongoing professional development.
You will thrive in this role if you are organised, personable, and solutions-focused, with the ability to manage competing priorities, maintain accurate documentation, and engage confidently in complex or sensitive conversations. The work is dynamic and fast-moving, requiring flexibility and professionalism when supporting participants in the community, over the phone, and through digital platforms.
This is a full-time role of 37.5 paid hours per week, Monday to Friday (8:30 AM to 4:30 PM, with a 30-minute unpaid break). The role is based at Flow Support’s Springwood office, with regular face-to-face visits across Greater Brisbane as a core requirement of the position.
Responsibilities
- Support participants to understand, implement, and maximise their NDIS plans in line with their goals, choice, and control
- Coordinate and manage supports using a case management approach, including referrals, service alignment, follow-ups, and monitoring outcomes
- Deliver recovery-oriented coaching using a strengths-based and trauma-informed framework, supporting capacity building and self-direction
- Act as a primary point of contact for participants, families, and providers, maintaining professional, responsive, and respectful communication
- Maintain accurate, timely, and real-time digital case notes, records, and progress updates in accordance with compliance and audit requirements
- Manage a caseload effectively by prioritising tasks, meeting documentation timeframes, and tracking service outcomes and deliverables
- Handle complex, sensitive, or challenging conversations with care, professionalism, and emotional intelligence
- Build and sustain strong working relationships with participants, informal supports, and service providers to support continuity of care
- Monitor service delivery against participant goals and funding parameters, escalating risks or barriers where required
- Participate in supervision, reflective practice, performance review processes, and ongoing professional development
- Contribute to a positive, person-led, collaborative service culture aligned with Flow Support values
- Uphold NDIS Practice Standards, Flow Support policies and procedures, duty of care obligations, and privacy requirements
Requirements
Highly Desirable but Not Mandatory Requirements:
- Minimum 12 months’ experience in NDIS or community support (e.g. Support Worker, Peer Worker, LAC, or Assistant SC/PRC)
- Certificate IV or higher (or working towards) in Mental Health, Community Services, or a related field
- Confident and compassionate communication skills – both written and verbal
- Demonstrated experience in case management, care coordination, or structured client support, including managing multiple participants concurrently
- Experience in customer relations or client-facing service roles, with the ability to build rapport, manage expectations, and respond professionally to concerns
- Demonstrated ability to work with KPIs, service targets, or performance measures, including time management, documentation compliance, and outcome tracking
- Strong organisational skills with the ability to prioritise competing demands, meet reporting timeframes, and maintain accurate records
- Adaptive and solutions-focused mindset, with the ability to respond to changing participant needs, service availability, and system requirements
- Basic understanding of service promotion, relationship building, or referral pathways, including engaging participants and providers in a values-aligned way
- Confidence using digital systems such as CRMs, case management platforms, Microsoft Office, and online portals (e.g. NDIS systems)
Mandatory Requirements:
- NDIS Worker Screening Check
- Working with Children Check (Blue Card)
- NDIS Worker Orientation Module – Quality, Safety and You
- NDIS Induction Module
- NDIS Supporting Safe and Enjoyable Meals (Mealtime Management) Module
- COVID-19 Infection Control Training
- Reliable vehicle and current Australian driver’s licence (essential for community visits)
Classification:
Flow Support applies SCHADS Award levels based on qualifications and experience:
Level 2.1: Certificate III (or equivalent experience) + 12% superannuation
Level 2.2: Certificate IV or Diploma + 12% superannuation
Higher qualifications reviewed prior to offer + 12% superannuation
What We Offer
Structured 37.5-hour work week (Monday to Friday) – predictable hours that support balance and sustainability.
A warm, values-driven team environment – based in our Springwood office, where open communication and teamwork are part of everyday practice.
Dedicated admin support – to reduce your paperwork load so you can focus on meaningful participant work.
Ongoing mentoring and professional development – including reflective supervision, skill-building workshops, and growth pathways within Flow Support.
Access to a 24/7 Employee Assistance Program (EAP) – for confidential mental health and wellbeing support whenever you need it.
Monthly in-person team gatherings – designed to strengthen connection, celebrate wins, and nurture a positive, trauma-informed workplace culture.
A digital-first, sustainable workplace – we’re proud to be 100% paper-free, using secure cloud systems that make your work smoother and more efficient.
Australia-Wide Services Available
Personal & Person-Centred Approach
Goal-Focused & Flexible Supports
