Client Services Manager

Client Services Manager – temporary short-term contract

About Carinya

Established in 1952 and registered with NDIS, Carinya Society is a not-for-profit adult disability service based in Coburg providing training and active support to advance the independence, dignity, worth and human rights of people with disabilities. Carinya delivers centre-based and community, individual and group day programs for more than 100 participants from across the northern sweep of Melbourne, as well as community participation and Specialist Disability Accommodation (SDA) supporting residents through Supported Independent Living (SIL).

Carinya is a welcoming, diverse and supportive community operating across a large local precinct with participants from school leavers to seniors. We take pride in creating a safe and enjoyable space, actively supporting adults with all levels of abilities to fulfil their hopes, goals and dreams to be the best versions of themselves. Carinya is, ‘A place to be me!’

Position Purpose

The Client Services Manager is a key member of the Senior Leadership Team, responsible for ensuring high-quality, participant-centred service delivery across all programs.

This role drives:

• Service excellence and continuous improvement
• Client intake, growth, and experience
• Workforce capability and performance
• Compliance with NDIS Quality and Safeguards

Key Focus Areas

Service Delivery & Operational Oversight

• Lead the day-to-day operations across Day Services, Residential, and Community Access
• Ensure services are delivered in line with NDIS Practice Standards and participant goals
• Drive consistency in active support practices across all programs
• Oversee rostering and workforce allocation to meet participant needs and funding
• Ensure accurate documentation, reporting, and data integrity

Client Intake, Growth & Experience

• Oversee the end-to-end intake process, ensuring a seamless onboarding experience
• Manage service agreements, quotes, and funding alignment
• Identify opportunities to increase intake, occupancy, and service utilisation
• Work closely with participants and families to align services with NDIS goals and outcomes
• Drive initiatives to improve the client experience and engagement

Service Quality & Continuous Improvement

• Embed a culture of continuous improvement across all service streams
• Monitor client feedback, complaints, and survey outcomes to inform improvements
• Lead quality initiatives aligned to organisational KPIs and strategic priorities
• Identify service gaps and implement innovative solutions and program enhancements
• Support audit readiness and continuous compliance improvement

People Leadership & Capability

• Lead and develop a high-performing, engaged workforce
• Provide coaching, supervision, and performance management
• Support workforce planning, onboarding, and training (in partnership with People & Culture)
• Build leadership capability across frontline management roles
• Foster a positive, values-driven culture aligned with Carinya’s mission

Risk, Compliance & Safeguarding

• Ensure compliance with NDIS Quality & Safeguards Framework
• Oversee incident management, reporting, and risk mitigation strategies
• Maintain oversight of restrictive practices and regulatory reporting
• Ensure participant safety, wellbeing, and dignity of risk
• Lead audit processes and implement corrective actions

Residential & Participant Wellbeing Oversight

• Ensure residents’ health, wellbeing, and psychosocial safety
• Oversee coordination of allied health, medical, and external supports
• Maintain oversight of medication management and financial safeguards
• Build strong relationships with families, carers, and stakeholders

CRM Implementation & Optimisation (Nightingale)

• Lead the implementation and embedding of the Nightingale CRM system across all service streams
• Act as a key business lead to ensure the CRM supports client lifecycle management, service delivery, and reporting requirements
• Drive staff adoption and capability uplift, including training, coaching, and change management initiatives
• Ensure accurate and consistent data capture, integrity, and utilisation to support decision-making and compliance
• Collaborate with internal stakeholders to streamline processes and improve efficiency through system use
• Identify opportunities to leverage Nightingale to enhance client experience, intake processes, and service coordination
• Monitor system performance and work with vendors/partners to resolve issues and implement improvements
• Embed CRM usage into day-to-day operations, KPIs, and reporting frameworks

Key Selection Criteria

Experience & Knowledge

• Proven experience in a service leadership role in disability, community or health sector (7+ years)
• Strong knowledge of NDIS, Practice Standards, and compliance frameworks
• Demonstrated success in service improvement and client growth
• Experience managing teams, budgets, and service delivery outcomes

Skills & Capabilities

• Strong leadership and people management capability
• Excellent stakeholder engagement and communication skills
• Ability to analyse data and drive decision-making
• High-level problem-solving and operational management skills
• Ability to manage competing priorities in a fast-paced environment

Qualifications/Checks

• Relevant qualification in Community Services, Disability, or Business (min Cert IV)
• Current NDIS Workers Screening Check
• Current Police Check

How to Apply

Carinya is seeking an experienced and values-driven Client Services Manager who can make an immediate impact—particularly in strengthening service delivery and supporting the successful implementation of our Nightingale CRM.

To apply, please submit:

• Your current CV, outlining relevant leadership and service delivery experience
• A cover letter (1–2 pages) addressing:
• Your experience in managing client services within the disability, community, or health sector
• Examples of how you have improved service quality, client outcomes, or operational performance
• Your experience in leading or supporting system/CRM implementations (ideally including change management, staff adoption, or process improvement)
• Your approach to leading teams and driving a positive workplace culture
• Your availability and suitability for this role (particularly for a short-term engagement)

Application Process

• Applications will be reviewed as they are received
• Shortlisted candidates will be invited to take part in a two-part interview process
• Reference checks are required as part of the recruitment process

If you are interested in learning more or obtaining a copy of the position description, please reach out to Eranna Weisenberger, People & Culture Manager at ***email_hidden***,au or 0447 040 714 for a confidential conversation.

Carinya is an Equal Opportunity Employer. We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. We believe that diversity and inclusion facilitates a happy place for all employees, participants, families and carers. We encourage applications from people of all genders, races, identities, religions, sexual orientations, and any other characteristics that make you YOU!