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.

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Australia-Wide Services Available

Personal & Person-Centred Approach

Goal-Focused & Flexible Supports