Client Outcomes Lead | Metro Housing Operations

About Hearth

Hearth is a registered NDIS and TAC disability support provider, committed to driving meaningful change in the sector. We deliver innovative services and create nurturing environments that improve the quality of life for people with disability. At Hearth, we pride ourselves on fostering a culture of care, development, and mutual respect – for our participants, our support workers, and our team.

About the Role

Are you a compassionate leader with a passion for person-centred disability support. Hearth Support Services is seeking a Client Outcomes Lead to drive operational excellence across our Metro Housing sites.

In this pivotal role, you will support the Client Outcomes Manager in overseeing day-to-day operations and ensuring high-quality service delivery for our participants. You will be responsible for mentoring a dedicated team of House Supervisors and Support Workers, managing rosters, and fostering strong relationships with participants, families, and external stakeholders to achieve the best possible outcomes with our participants, empowering them to live independently, pursue their goals, and truly live the life they want.

Key Responsibilities

• Leadership & Mentorship: Lead, coach, and develop your team to provide responsive, high-quality support that enables participants to progress toward their NDIS goals.
• Operational Management: Oversee daily housing site operations, including weekly site visits, shift scheduling via Brevity, and ensuring compliance with NDIS Quality Standards and safety regulations.
• Participant Support: Facilitate participant setup, matching support workers, and maintaining ongoing engagement with participants and their families to understand individual needs.
• Stakeholder Engagement: Build and maintain positive relationships with external providers, including support coordinators, healthcare professionals, and care teams.
• Strategic Contribution: Assist in developing best-practice frameworks and reviewing internal policies and procedures to drive continuous improvement.
• On-Call Support: Participate in the on-call roster to provide critical assistance and guidance when required.

What You Bring to the Team

• Experience: 5+ years of experience leading, managing, or mentoring a service delivery team.
• Sector Knowledge: Proven experience in the disability or community services sector with a deep understanding of NDIS legislative requirements.
• Resilience & Compassion: A resilient, proactive approach with strong problem-solving skills and a commitment to treating others with dignity and respect.
• Technical Skills: Intermediate proficiency in IT systems (MS Office) and experience with systems like Ryver and Brevity is highly regarded.
• Communication: Excellent verbal and written communication skills with the ability to manage complex relationships and resolve issues constructively.

Requirements

• Employee Working with Children Check (WWCC). (willingness to obtain)
• Valid NDIS Worker Screening Check. (willingness to obtain)
• Current Driver’s License and a reliable personal vehicle.
• Valid First Aid and CPR certifications. (willingness to obtain)
• Relevant qualification in Disabilities or Community Services (Desirable).
• Full working rights in Australia.

How to Apply

If you are a motivated leader looking to make a genuine impact, we want to hear from you. Please submit your resume and a cover letter addressing the key requirements of the role.

Note: Shortlisted candidates will be required to provide two professional references.