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Support Coordinator / Psychosocial Recovery Coach (Entry-Level)

Flow Support
Springwood QLD

Apply Now

Job Details

Permanent | Full-time

Benefits

Employee assistance program

Qualifications

Certificate IV
Certificate III
NDIS Worker Orientation Module
Microsoft Office
Blue Card
Driver Licence
Case management
Organisational skills
Diploma
Working with Children Check
Communication skills

Full Job Description

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

Apply Now

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