Job description

Abilifly Support Services | NDIS Provider Location: Head Office (Cairns) Employment type: Full-time Reports to: Manager

About the role Abilifly Support Services is seeking an experienced, proactive and highly organised individual for the role of Senior Operations Officer who will oversee rostering, service delivery and other operational duties and performances across our national operations. This is a key leadership role for someone who understands or is able to quickly learn about the NDIS sector and is passionate about delivering reliable, high-quality, person-centred supports. You will lead and support our frontline workforce, coordinate day-to-day operations across multiple locations, and ensure participants receive consistent services that align with their individual goals, needs and preferences. A central focus of the role is participant retention and satisfaction. You will build strong relationships with participants, families, support coordinators and staff, while identifying opportunities to improve service quality, workforce performance and operational efficiency.

Key responsibilities Rostering and service delivery: Oversee end-to-end rostering, manage staff availability and last-minute changes, and maintain continuity of support across multiple locations. Team leadership: Lead, mentor and performance-manage support workers, fostering a positive, accountable and participant-focused team culture. Workforce management: Lead the HR Officer and participate in recruitment, onboarding, inductions, training, leave and workforce capacity planning. Participant experience and retention: Build strong relationships with participants, families, carers and support coordinators, proactively addressing concerns and improving participant satisfaction. Service coordination: Oversee new service commencements, participant transitions and exits, and service evaluations, ensuring supports are delivered in line with participant plans and service agreements. NDIS compliance and quality: Maintain compliance with the NDIS Practice Standards, NDIS Code of Conduct, worker screening requirements and relevant legislation. Risk and incident management: Monitor operational risks, oversee incident reporting, maintain accurate records and implement corrective actions where required. Operational performance: Monitor roster fill rates, service continuity, participant retention and workforce performance, providing regular reports and recommendations to management. Continuous improvement: Identify inefficiencies, strengthen operational processes and contribute to the ongoing improvement of policies and procedures.

About you You are confident, solutions-focused, and can balance competing priorities while keeping a strong focus on participant outcomes. You understand the challenges of coordinating a dispersed workforce and take ownership of operational issues from identification through to resolution. A quick learner, follows directive from management team, a team player, problem solver and people person.

You will bring: Demonstrated experience in an operational, supervisory or service delivery role, ideally within the NDIS or disability services sector. Strong knowledge (or the ability to quickly develop it) of the NDIS Practice Standards, the NDIS Code of Conduct, and quality and safeguarding requirements. Experience leading, supporting and developing frontline staff. Excellent organisational, communication and problem-solving skills. The ability to build positive working relationships with participants, families, support coordinators and internal teams. A proactive approach to participant retention, service quality and continuous improvement. Strong attention to detail and a commitment to accurate documentation and compliance. The ability to work independently, make sound decisions and respond effectively to changing operational demands. Current NDIS Worker Screening Check (or the ability to obtain one), along with other required clearances. Current Australian working rights.

Desirable experience The following will be highly regarded: Previous experience in a senior operations, rostering or service delivery leadership position with an NDIS provider. Qualifications in disability, community services, leadership, management or a related field. Experience using NDIS rostering, client management or CRM systems and operational reporting tools. Experience developing strategies to improve participant retention, staff retention and service delivery outcomes.

Why join Abilifly Support Services? At Abilifly we are committed to supporting people to live their way, every day. This role gives you the chance to make a meaningful contribution to the quality and consistency of supports delivered to people with disability. You will have the opportunity to: Make a genuine impact on participant experiences and outcomes. Lead and develop a team of dedicated support workers. Contribute to the growth and improvement of a multi-location NDIS provider. Take ownership of operational processes and drive practical improvements. Work collaboratively with management and teams across the organisation.

How to apply Please submit your resume and a cover letter outlining your relevant experience and suitability for the role. Email with your application or to request a full Position Description. Join Abilifly Support Services and help us deliver consistent, person-centred support that makes a real difference.