08/07/2026
Job type: Permanent, Full-time
Salary: Competitive and negotiable (aligned with relevant award/agreement and experience)
About KoaHanii
KoaHanii is an NDIS-registered disability and mental health services provider supporting participants, families and support teams across South-East Queensland. We provide person-centred supports, staffing and rostering, participant follow-up, and operational oversight to ensure safe, ethical and reliable services in line with the NDIS Practice Standards and NDIS Code of Conduct
Position overview
The Operations Lead is responsible for overseeing daily operations, managing competing priorities across participants and staff, and ensuring service continuity across our programs. This role suits a proactive, organised and systems-focused leader who can stay calm in a fast-paced environment and work closely with Senior Management to manage risk and drive continuous improvement.
Responsibilities
Coordinate day-to-day operations across KoaHanii services
Manage rosters, service continuity and shift follow-up
Support peers, support workers and internal teams with operational direction
Monitor and action tasks through ShiftCare, Monday.com and other CRM systems
Maintain accurate operational records, reports and documentation
Review and respond to service issues, incidents and complaints
Identify and escalate safeguarding, WHS and compliance risks
Participate in weekly meetings to report barriers, solutions and deadlines
Contribute to root-cause analysis of recurring operational issues
Participate in weekend on-call responsibilities where required
Travel within South-East Queensland as needed
Requirements
Experience in operations, coordination or team leadership in disability, mental health, aged care, community or health services
Strong operational leadership, time management and prioritization skills
High-level written and verbal communication skills
Strong administrative and reporting skills, with high attention to detail
Competence with digital systems (ShiftCare or similar, Google Workspace, CRM/task systems)
Ability to identify, assess and escalate risks, and support resolution
Ability to maintain confidentiality and follow organisational and NDIS policies
Ability to work in a fast-paced environment and manage competing priorities
Preferred qualifications & experience
Qualifications in Community Services, Disability, Mental Health, Business/Health Administration, Human Services or Operations Management
NDIS sector experience and familiarity with NDIS Practice Standards
Experience managing support workers and service teams
Experience with rostering and service delivery coordination
Experience using ShiftCare and Monday.com
Experience with incident management, complaints and safeguarding processes
Work health, safety & compliance
KoaHanii is committed to providing a safe workplace, complying with the Work Health and Safety Act 2011 (QLD) and Fair Work Act 2009, and meeting NDIS Quality and Safeguards Commission requirements. Employees are expected to follow WHS procedures, report hazards and incidents, uphold participant rights and confidentiality, and act in accordance with the NDIS Code of Conduct.
Screening requirements
Before commencement, candidates must provide or obtain:
NDIS Worker Screening Check (Queensland NDIS / Disability Worker Screening)enable
Working with Children Check/Blue Card
Evidence of a full, current driver license
Evidence of comprehensive vehicle insurance for any personal vehicle used for work-related travel, to support safe work-related driving.
Opportunity to influence operational systems and service quality
Collaborative, supportive leadership environment
Company laptop and mobile phone provided for work use
