NDIS Quality & Safeguarding Support Officer

NDIS Quality & Safeguarding Support Officer Incidents, Reportables & Restrictive Practices

Sydney Health & Care Services

Part-time | 30 hours per week
Monday to Friday: 9:30 am to 3:30 pm 
Laptop and work phone provided
Hybrid day available after successful probation 

Payrate:  $38.65 to $41.45 based on qualifications

Sydney Health & Care Services is looking for a confident and detail-focused NDIS Quality & Safeguarding Support Officer to support our incident review, safeguarding, reportable incident and restrictive practice processes.

This is a great opportunity for someone with experience in disability, SIL, in-home care, community services, behaviour support, quality, compliance or incident management who wants to grow into the NDIS quality and safeguarding space.

This role is not general admin. It is about helping make sure incidents are reviewed properly, records are accurate, actions are followed up, and participant safety remains at the centre of the process.

You will report directly to the Chief Operations Officer and work across multiple departments, including Residential, Home Care, Workforce Compliance, Allied Health, Team Leaders and Coordinators.

For the first 6 months, you will be supported by the COO, Regional Operations Managers and senior staff while you learn SHCS systems, policies, procedures and reporting pathways.

About the role

You will support the review, tracking and follow-up of quality and safeguarding matters across SHCS services.

Your work will help ensure incidents, reportables, restrictive practice records and safeguarding concerns are documented, followed up and escalated appropriately.

You will be involved in:

• incident reviews
• MIRs
• ABC forms
• case note reviews
• reportable incident preparation
• restrictive practice records
• RPA panel administration
• monthly restrictive practice reporting support
• stakeholder communication
• worker-related incident follow-up with Workforce Compliance

This role operates within approved SHCS policies, procedures and delegations. Matters outside approved process, authority or delegation must be escalated to the COO or authorised manager before action is taken.

What you will do

In this role, you will support the team with:

• Reviewing incidents, MIRs, ABC forms and case notes to identify missing information, gaps, risks and required follow-up.
• Preparing incident summaries, timelines and supporting information for review by managers or the COO.
• Assisting with reportable incident preparation, including gathering information, drafting details and tracking timeframes.
• Supporting restrictive practice records, authorisation tracking and monthly reporting requirements.
• Coordinating Restrictive Practice Authorisation panel administration, including documents, meeting invites, minutes and action tracking.
• Communicating approved outcomes and follow-up actions to relevant teams once reviewed or approved.
• Maintaining registers, trackers and records relating to incidents, reportables, safeguarding concerns and restrictive practices.
• Working with Workforce Compliance where incidents involve worker conduct, training gaps or documentation concerns.
• Escalating overdue actions, missing information, potential reportables, unauthorised restrictive practices or safeguarding concerns.
• Supporting continuous improvement by helping identify repeated documentation gaps, risk trends or follow-up issues.

Growth pathway

This role is designed as a supported entry point into NDIS quality and safeguarding.

The position will commence at SCHADS Social and Community Services Level 3, with close guidance from the COO, Regional Operations Managers and senior staff during the first 6 months.

Following successful completion of probation, the role will be reviewed with the intention of progressing the right person into a more independent SCHADS Level 4.1 Quality & Safeguarding Officer role.

Progression will be based on demonstrated competency, quality of documentation, understanding of SHCS systems, ability to follow policy and procedure, confidence with reportable incident and restrictive practice processes, level of independence, business needs and approval by SHCS.

At Level 4.1, the role may include greater responsibility for independently reviewing incidents, preparing reportable incident information, coordinating restrictive practice records, maintaining registers, communicating approved outcomes and making recommendations within SHCS policies and procedures.

Matters requiring approval, external reporting, authorisation or decisions outside delegation will continue to be escalated to the COO or authorised manager.

What we need from you

To be considered, you must have:

• A Certificate IV or higher qualification in a relevant field.  
• Previous experience in NDIS, disability, SIL, in-home care, community services, mental health, behaviour support, quality, compliance, safeguarding or incident management.
• Experience reading or working with incident reports, case notes, ABC forms, behaviour records, complaints or quality records.
• Strong written communication skills.
• Good attention to detail.
• Ability to handle sensitive information professionally and confidentially.
• Confidence communicating with managers, workers, families, guardians, support coordinators or other stakeholders.
• Ability to follow policies, procedures and escalation pathways.
• Good computer skills, including Microsoft Office, Outlook, Teams and electronic record systems.

Mandatory qualifications and checks

To be considered for this role, you must hold:

• Certificate IV or higher in Disability, Community Services, Mental Health, Individual Support, Quality Auditing, Compliance, Business Administration, Behaviour Support, or another relevant field.

You must also hold, or be willing to obtain before commencement:

• Current NDIS Worker Screening Check.
• Current Working with Children Check.
  
• Current First and CPR
• Current Police Check
• Current Australian driver licence.
• Right to work in Australia.

A Diploma or higher qualification in Community Services, Disability, Behaviour Support, Human Services, Social Work, Psychology, Quality Auditing, Compliance or a related field will be highly regarded.

About you

You will suit this role if you:

• Build positive working relationships and can develop rapport with managers, workers, families, guardians, support coordinators and external stakeholders.
• Communicate calmly, professionally and respectfully, even when the matter is sensitive or urgent.
  
• Can read an incident or case note and work out what still needs to be clarified.
• Care about participant safety, good documentation and follow-through.
• Stay calm and factual when dealing with sensitive matters.
• Know when to ask questions and when to escalate.
• Can balance being supportive with following policy, procedure and compliance requirements.
• Want to build a career in NDIS quality, safeguarding and compliance.

This role needs maturity, judgement, strong documentation skills and the ability to build trust across departments. You do not need to know every SHCS process on day one, but you do need to be willing to learn, follow procedure, ask the right questions and communicate in a way that brings people with you.

What we offer

• Part-time role, 30 hours per week.
• SCHADS Social and Community Services Level 3 commencement.
• $38.65 to $41.45 per hour + super + leave entitlements based on experience and qualifications.
• Structured review after successful probation, with the intended pathway to SCHADS Level 4.1 where duties, competency, independence and business needs support progression.
• Laptop and work phone provided.
• Hybrid/work-from-home day available after successful probation, subject to business needs and COO approval.
• Direct reporting line to the COO.
• Support from the COO, ROMs and senior staff during the first 6 months.
• Opportunity to grow into a more independent NDIS quality, safeguarding, incident response and restrictive practice role.
  

Important role boundaries

This is a supervised support role.

You will help review, prepare, track, coordinate and escalate quality and safeguarding matters.

The role does not independently approve reportable incidents, authorise restrictive practices, chair decision-making panels, make disciplinary decisions or override operational management responsibilities.

Any matter outside approved SHCS policy, procedure or delegation must be escalated to the COO or authorised manager.

How to apply

Please submit your resume and a short cover letter outlining your experience in disability, NDIS, safeguarding, incident review, restrictive practices, quality or compliance.

In your cover letter, please briefly tell us about your experience reviewing documentation, managing sensitive information or supporting incident follow-up processes.