Support & Operations Coordinator

The role in a nutshell

Support Mates is looking for a practical, people-focused Support & Operations Coordinator to join our Gold Coast team on a 12-month parental leave contract. It's a 38-hour-per-week hybrid role combining direct disability support with operational coordination.

It's not a traditional desk-based operations role, and it's not purely frontline support either. You'll stay actively connected to our Mates while also helping keep the day-to-day operation running well — across families, support workers, onboarding, activities, roster decisions and service follow-through.

A big part of the role is being the local relationship and judgement layer across the business: knowing our Mates, understanding worker fit, building strong family relationships, spotting issues early and helping make sure the right things happen at the right time.

You'll work alongside dedicated administration support that handles much of the repetitive backend and system-based work — so this role stays focused on people, coordination and practical decision-making, rather than spending the majority of the week buried in data entry.

What you'd be doing

The role may include:

• Direct disability support with our Mates
• Building strong relationships with families and support workers
• Proactive family check-ins and service follow-up
• Supporting worker–Mate matching and suitability decisions
• Helping with roster and coverage decisions where local judgement is required
• Coordinating new Mate onboarding, shadow shifts and service commencement
• Supporting activities, events and programme coordination
• Forward planning for upcoming activities, STAs and service requirements
• Following up operational issues and making sure things don't fall through the cracks
• Working alongside administration support to keep operational systems accurate and up to date
• Escalating significant concerns appropriately to senior leadership

Who we'd love to hear from

Someone who:

• Has experience in disability support, community services or a similar environment
• Builds strong relationships naturally
• Communicates confidently with families, participants and support workers
• Is organised and follows things through
• Can stay calm and practical when plans change
• Has good judgement and knows when to make a decision versus when to escalate
• Wants to grow into operations without completely stepping away from frontline support
• Is comfortable learning systems and processes
• Holds the required NDIS-related checks and a current driver licence

If you're currently working frontline in disability support and are looking for an opportunity to step into a broader operational role while still staying connected to the people you support, we'd love to hear from you.

The practical bits

This is a fixed-term 12-month parental leave role at 38 hours per week, based on the Gold Coast. The weekly split between direct support and operational hours is to be discussed with the successful candidate, as is pay. Applications are open until the role is filled — so if it sounds like you, don't sit on it.

Why Support Mates

We're a small, family-run registered NDIS provider, and we're not a revolving-door agency. Our Squad Model pairs each Mate with the same small crew every week — which is exactly why this role matters: someone who knows the Mates, knows the workers, and can make good calls locally. You'd be backed by a close team, proper systems and leaders who have your back. Read more about who we are, or see all careers at Support Mates.