About Ello Care
Ello Care is a Wollongong based NDIS provider that delivers high quality support in supported independent living environments. Our focus is on creating stable, safe and well managed homes where people can build confidence, independence and meaningful routines. We work alongside participants, families, guardians and allied health professionals to ensure each person is supported in a way that reflects their goals, preferences and daily needs.
Our approach is grounded in trust, transparency and consistency. We believe that strong relationships, clear communication and reliable service delivery help people feel secure in their home and stay connected to their personal goals. Our team is dedicated, proactive and committed to maintaining environments where participants can grow, make decisions with confidence and receive the right support at the right time.
Role Purpose
The Service Manager is responsible for the leadership, coordination and continuous improvement of our SIL and community-based services. This role oversees the delivery of high-quality, person-centred supports to individuals living with psychosocial disabilities and/or complex behaviours. The position plays a key role in ensuring all restrictive practices are managed in accordance with legislative requirements and are accurately reported via the RP Portal.
While this position is offered on a fixed-term basis, there may be an opportunity for the contract term to be extended at the company's discretion, subject to operational requirements and the successful candidate's performance in the role.
Key Responsibilities
Leadership & People Development:
- Lead, coach and mentor a team of Team Leaders, support workers and allied staff across multiple SIL sites
- Promote a supportive and collaborative team culture aligned with Ello Care's values
- Conduct performance reviews and provide ongoing training and development opportunities
- Role model ethical behaviour, professionalism and accountability
Service Delivery & Participant Outcomes:
- Oversee the delivery of NDIS-funded supports, with a strong focus on psychosocial and mental health support needs
- Ensure services align with individual NDIS goals, behaviour support plans and best practice frameworks
- Monitor quality and consistency across sites, ensuring services are recovery-oriented and trauma-informed
- Coordinate transition, onboarding and orientation of new participants into SIL or community supports
Restrictive Practices & Compliance:
- Ensure restrictive practices are used only in line with authorised behaviour support plans
- Oversee submission and management of reports via the NDIS Commission RP Portal
- Liaise with behaviour support practitioners to ensure timely updates to behaviour support plans
- Maintain accurate documentation and reporting in accordance with NDIS Quality and Safeguards Commission requirements
SIL Operational Oversight:
- Manage day-to-day SIL service operations including rosters, incidents, funding utilisation and staff allocation
- Support team leaders in maintaining safe, person-centred, and engaging SIL environments
- Monitor participant risk and escalation protocols, and lead critical incident reviews where necessary
- Collaborate with stakeholders to improve service delivery outcomes and participant wellbeing
Stakeholder Engagement & Reporting:
- Build and maintain strong relationships with participants, families, advocates, health professionals, and other key stakeholders
- Liaise with the NDIA, Local Area Coordinators, support coordinators, and community mental health services
- Prepare reports and updates for senior leadership regarding service performance, participant outcomes and compliance matters
- Lead regular participant outcome reviews in collaboration with clinical teams and support staff
Skills & Experience Required
- Minimum 3+ year's experience in a leadership role within the disability or community mental health sector
- Proven expertise in the psychosocial disability space, with an understanding of recovery-oriented practice
- Experience managing SIL services, including understanding of SIL funding, participant needs and daily operations
- Demonstrated experience working with or overseeing restrictive practices and familiarity with reporting in the RP Portal
- Strong understanding of the NDIS Practice Standards, legislation and quality framework
- Demonstrated people management skills with ability to coach and support multidisciplinary teams
- Excellent written and verbal communication skills, including report writing and incident management
- Ability to manage competing priorities and maintain service excellence across multiple sites
Qualifications & Checks
- Tertiary qualification in Social Work, Psychology, Mental Health, Disability, or related field (desirable)
- Valid NDIS Worker Screening Check
- National Police Check (within 6 months)
- Current Working with Children Check (if required)
- Valid Australian driver's licence
Why Join Ello Care?
- Be part of a mission-led organisation with heart and purpose
- Lead a passionate and committed team focused on real outcomes
- Enjoy opportunities for growth, professional development and innovation
- Contribute to meaningful work that builds stronger communities
Pay: $80,000.00 – $95,000.00 per year
Work Location: In person
