Operations Manager Victoria - for Home & Living

Company Description

Hogan Care is a registered NDIS provider delivering high-quality, person-centred in-home and community support services. We are committed to strong governance, compliance, and service excellence to support the well-being of our clients.

As Operations Manager – Home and Living, you will lead the day-to-day operations and strategic direction of care services. The role ensures high-quality, compliant service delivery aligned with NDIS Practice Standards.

Key responsibilities include overseeing operational teams, managing incidents and complaints, preparing and reviewing compliance and quality documentation, and driving continuous improvement across services.

Key ResponsibilitiesLeadership and Management

• Lead and mentor a team of Supported Independent Living (SIL) and in-home care staff, including support workers, house leaders, and key personnel.
• Provide strategic direction and operational oversight for care services.
• Implement and maintain effective management systems and processes.
• Ensure staff are well-trained, qualified, and supported in their roles.
• Be responsible for and oversee house leaders and support staff.
• Build and maintain strong relationships with stakeholders, including the NDIS, community groups, clinical professionals, and other networks to drive quality outcomes.
• Represent Hogan Care in meetings and external engagements as required.
• Be responsible for after-hours matters as appropriate and required.

Service Delivery

• Oversee the delivery of high-quality, person-centred SIL and in-home services that align with participant needs and preferences.
• Ensure SIL homes are safe, clean, and well-maintained.
• Implement and monitor quality assurance measures to drive continuous service improvements.
• Manage participant care plans, ensuring tailored support that fosters independence and well-being.
• Be hands-on with day-to-day operational matters.
• Conduct care meetings with participants and their allied health representatives on a monthly basis.

Compliance and Risk Management

• Ensure full compliance with NDIS regulations, industry standards, and relevant legislation.
• Identify and manage risks associated with safety, quality, and financial aspects of SIL services.
• Maintain accurate records, policies, and documentation to uphold governance standards.
• Oversee WorkSafe incidents, reporting, and regulatory requirements.
• Provide critical review and management of incidents, feedback, and complaints.
• Align business practices with NDIS Practice Standards, updating core modules and compliance frameworks as needed.

Communication and Collaboration

• Foster effective communication with participants, families, carers, and key stakeholders.
• Represent Hogan Care in meetings, forums, and events related to SIL services.
• Collaborate across departments and external agencies to ensure seamless service delivery.

Financial Management

• Manage the SIL budget to ensure financial sustainability and efficiency.
• Monitor and report on key performance indicators (KPIs) related to service delivery and financial health.

Growth and Development

• Identify opportunities for growth and service expansion.
• Develop and implement strategies to enhance service delivery and participant outcomes.
• Stay informed on industry best practices, trends, and regulatory changes to ensure innovation and compliance.

Work Practices

• Build strong relationships with networks, stakeholders, and community groups to enhance service quality.
• Maintain and update company policies, procedures, and forms in line with industry standards.
• Ensure effective incident management, reporting, and regulatory compliance.
• Promote and reinforce NDIS principles, fostering a culture of dignity, choice, and inclusion.
• Champion diversity, inclusion, and participant rights within the workplace.

Promoting Quality and Best Practices

• Use the NDIS Workforce Capability Framework to set clear expectations for staff conduct and responsibilities.
• Encourage collaboration among support teams, services, and informal support networks.
• Provide training and opportunities for staff development, feedback, and reflective practice.
• Ensure access to necessary resources, specialist supports, and culturally appropriate services.
• Guide staff in incident response, crisis management, and emergency procedures.
• Ensure staff understand participant rights, including feedback mechanisms and formal complaints processes.
• Foster a culture that supports positive risk-taking while ensuring safety and participant choice.
• Oversee workplace safety risk assessments for participants and staff in line with organisational policies.
• Report and address any risks of harm to participants.

Essential Criteria

• Minimum 5+ years’ experience in the disability, health, or community services sector.
• In-depth knowledge of NDIS Practice Standards and Quality Indicators.
• Relevant qualifications in Disability, Health, Quality & Compliance, or a related field (mandatory).
• Proven experience in compliance, quality assurance, or regulatory roles within the sector.
• Strong analytical and problem-solving skills with keen attention to detail.
• Ability to interpret legislation, policies, and industry standards effectively.
• Excellent communication and stakeholder engagement skills.
• Experience in audits and risk assessments within disability, health, or community services.
• Tertiary qualification or equivalent in a relevant field.

Preferred Skills

• Extensive knowledge of the NDIS, including Supported Independent Living (SIL) and regulatory frameworks.
• Strong understanding of the mental health and disability sector, including compliance with NDIS regulations.
• At least 5 years’ experience in a similar leadership role.
• Proven leadership skills, with the ability to effectively manage and guide a team.
• Experience in compliance, quality assurance, and regulatory roles within the sector.
• Strong analytical, problem-solving, and attention-to-detail abilities.
• Excellent communication and stakeholder engagement skills.
• Experience conducting audits and risk assessments to ensure service quality and compliance.

If you are an experienced support coordinator, SIL team leader or an allied health professional, we would love to hear from you! Please send your application to alyssa@hogancare.com.au