Operations Lead – NDIS Disability & Mental Health
Company: KoaHanii Disability and Mental Health Services Pty Ltd
Location: South-East Queensland (travel required)
Job type: Permanent, Full-time
Salary: Competitive and negotiable (aligned with relevant award/agreement and experience)
About KoaHanii
KoaHanii is an NDIS-registered disability and mental health services provider supporting participants, families and support teams across South-East Queensland. We provide person-centred supports, staffing and rostering, participant follow-up, and operational oversight to ensure safe, ethical and reliable services in line with the NDIS Practice Standards and NDIS Code of Conduct
Position overview
The Operations Lead is responsible for overseeing daily operations, managing competing priorities across participants and staff, and ensuring service continuity across our programs. This role suits a proactive, organised and systems-focused leader who can stay calm in a fast-paced environment and work closely with Senior Management to manage risk and drive continuous improvement.
Responsibilities
- Coordinate day-to-day operations across KoaHanii services
- Manage rosters, service continuity and shift follow-up
- Support peers, support workers and internal teams with operational direction
- Monitor and action tasks through ShiftCare, Monday.com and other CRM systems
- Maintain accurate operational records, reports and documentation
- Review and respond to service issues, incidents and complaints
- Identify and escalate safeguarding, WHS and compliance risks
- Participate in weekly meetings to report barriers, solutions and deadlines
- Contribute to root-cause analysis of recurring operational issues
- Participate in weekend on-call responsibilities where required
- Travel within South-East Queensland as needed
Requirements
- Experience in operations, coordination or team leadership in disability, mental health, aged care, community or health services
- Strong operational leadership, time management and prioritisation skills
- High-level written and verbal communication skills
- Strong administrative and reporting skills, with high attention to detail
- Competence with digital systems (ShiftCare or similar, Google Workspace, CRM/task systems)
- Ability to identify, assess and escalate risks, and support resolution
- Ability to maintain confidentiality and follow organisational and NDIS policies
- Ability to work in a fast-paced environment and manage competing priorities
Preferred qualifications & experience
- Qualifications in Community Services, Disability, Mental Health, Business/Health Administration, Human Services or Operations Management
- NDIS sector experience and familiarity with NDIS Practice Standards
- Experience managing support workers and service teams
- Experience with rostering and service delivery coordination
- Experience using ShiftCare and Monday.com
- Experience with incident management, complaints and safeguarding processes
Work health, safety & compliance
KoaHanii is committed to providing a safe workplace, complying with the Work Health and Safety Act 2011 (QLD) and Fair Work Act 2009, and meeting NDIS Quality and Safeguards Commission requirements. Employees are expected to follow WHS procedures, report hazards and incidents, uphold participant rights and confidentiality, and act in accordance with the NDIS Code of Conduct.
Screening requirements
Before commencement, candidates must provide or obtain:
- NDIS Worker Screening Check (Queensland NDIS / Disability Worker Screening)enableu
- Working with Children Check/Blue Card (if required for specific programs)
- Evidence of a full, current driver licence
- Evidence of comprehensive vehicle insurance for any personal vehicle used for work-related travel, to support safe work-related driving under WHS obligationsroadsense
- Proof of right to work in Australia
Benefits
- Opportunity to influence operational systems and service quality
- Collaborative, supportive leadership environment
- Company laptop and mobile phone provided for work use
How to apply
To apply via Indeed, submit:
- Your resume
- A short cover letter addressing the key requirements
- A brief example of how you have identified and resolved an operational barrier in a previous role
Pay: From $115,000.00 per year
Experience:
- Management: 4 years (Required)
Work Location: In person
