Support Coordinator / Psychosocial Recovery Coach (Entry-Level)
Name of Role
Support Coordinator / Psychosocial Recovery Coach (Entry-Level)
Location
Springwood, QLD
Employment Type
Permanent Full-Time (37.5 hours/week, Monday to Friday)
About
This role is suited to individuals who have at least 12 months’ experience in the NDIS or community services sector and are either transitioning from hands-on support roles or already bring experience in care coordination, case management, or structured client support.
The position supports participants to understand, implement, and navigate their NDIS plans through a recovery-oriented and strengths-based approach, while managing participant supports in line with service agreements, funding parameters, and organisational requirements.
You will be part of a close-knit, supportive team that values open communication, accountability, adaptability, and collaboration. The role offers autonomy in managing a caseload, balanced with structured supervision, clear expectations, and ongoing professional development.
You will thrive in this role if you are organised, personable, and solutions-focused, with the ability to manage competing priorities, maintain accurate documentation, and engage confidently in complex or sensitive conversations. The work is dynamic and fast-moving, requiring flexibility and professionalism when supporting participants in the community, over the phone, and through digital platforms.
This is a full-time role of 37.5 paid hours per week, Monday to Friday (8:30 AM to 4:30 PM, with a 30-minute unpaid break). The role is based at Flow Support’s Springwood office, with regular face-to-face visits across Greater Brisbane as a core requirement of the position.
Responsibilities
• Support participants to understand, implement, and maximise their NDIS plans in line with their goals, choice, and control
• Coordinate and manage supports using a case management approach, including referrals, service alignment, follow-ups, and monitoring outcomes
• Deliver recovery-oriented coaching using a strengths-based and trauma-informed framework, supporting capacity building and self-direction
• Act as a primary point of contact for participants, families, and providers, maintaining professional, responsive, and respectful communication
• Maintain accurate, timely, and real-time digital case notes, records, and progress updates in accordance with compliance and audit requirements
• Manage a caseload effectively by prioritising tasks, meeting documentation timeframes, and tracking service outcomes and deliverables
• Handle complex, sensitive, or challenging conversations with care, professionalism, and emotional intelligence
• Build and sustain strong working relationships with participants, informal supports, and service providers to support continuity of care
• Monitor service delivery against participant goals and funding parameters, escalating risks or barriers where required
• Participate in supervision, reflective practice, performance review processes, and ongoing professional development
• Contribute to a positive, person-led, collaborative service culture aligned with Flow Support values
• Uphold NDIS Practice Standards, Flow Support policies and procedures, duty of care obligations, and privacy requirements
Requirements
Highly Desirable but Not Mandatory Requirements:
• Minimum 12 months’ experience in NDIS or community support (e.g. Support Worker, Peer Worker, LAC, or Assistant SC/PRC)
• Certificate IV or higher (or working towards) in Mental Health, Community Services, or a related field
• Confident and compassionate communication skills – both written and verbal
• Demonstrated experience in case management, care coordination, or structured client support, including managing multiple participants concurrently
• Experience in customer relations or client-facing service roles, with the ability to build rapport, manage expectations, and respond professionally to concerns
• Demonstrated ability to work with KPIs, service targets, or performance measures, including time management, documentation compliance, and outcome tracking
• Strong organisational skills with the ability to prioritise competing demands, meet reporting timeframes, and maintain accurate records
• Adaptive and solutions-focused mindset, with the ability to respond to changing participant needs, service availability, and system requirements
• Basic understanding of service promotion, relationship building, or referral pathways, including engaging participants and providers in a values-aligned way
• Confidence using digital systems such as CRMs, case management platforms, Microsoft Office, and online portals (e.g. NDIS systems)
Mandatory Requirements:
• NDIS Worker Screening Check
• Working with Children Check (Blue Card)
• NDIS Worker Orientation Module – Quality, Safety and You
• NDIS Induction Module
• NDIS Supporting Safe and Enjoyable Meals (Mealtime Management) Module
• COVID-19 Infection Control Training
• Reliable vehicle and current Australian driver’s licence (essential for community visits)
Classification:
Flow Support applies SCHADS Award levels based on qualifications and experience:
Level 2.1: Certificate III (or equivalent experience) + 12% superannuation
Level 2.2: Certificate IV or Diploma + 12% superannuation
Higher qualifications reviewed prior to offer + 12% superannuation
What We Offer
Structured 37.5-hour work week (Monday to Friday) – predictable hours that support balance and sustainability.
A warm, values-driven team environment – based in our Springwood office, where open communication and teamwork are part of everyday practice.
Dedicated admin support – to reduce your paperwork load so you can focus on meaningful participant work.
Ongoing mentoring and professional development – including reflective supervision, skill-building workshops, and growth pathways within Flow Support.
Access to a 24/7 Employee Assistance Program (EAP) – for confidential mental health and wellbeing support whenever you need it.
Monthly in-person team gatherings – designed to strengthen connection, celebrate wins, and nurture a positive, trauma-informed workplace culture.
A digital-first, sustainable workplace – we’re proud to be 100% paper-free, using secure cloud systems that make your work smoother and more efficient.
Apply Now
If you’re passionate about making a difference in the lives of NDIS participants and meet the requirements for the role, we’d love to hear from you! Click the link below to submit your application:
Australia-Wide Services Available
Personal & Person-Centred Approach
Goal-Focused & Flexible Supports
A trusted service provider. Loved by many participants.
I really appreciate Chanel. Ever since she came into my life, she has got things done. I was homeless, living on the streets in my wheelchair and had no support from the people who are paid to care for me. She has worked hard to get me support that I need. A new NDIS plan with SDA funding. And a place that I can call home and feel comfortable in. You really don't know how much I am thankful for you.
Craig T
Chanel has an extensive knowledge and experience of how to support the client and the family who has NDIS plan. She will perform with personal centred approach and recovery model. Highly recommended for who is looking a support coordinator has integrity and passion.
Sunah LEE
I highly recommend Chanel to anyone looking for a Support Coordinator who will go above and beyond to ensure the highest quality care for her clients. Over the last 12 months working with Chanel, I have experienced Chanel to be kind, compassionate and incredibly knowledgeable in all areas of the NDIS. Chanel has specialised knowledge in the area of mental health support and is the perfect choice for anyone looking for a Support Coordinator that approaches their clients as individuals not numbers.
Frances Willow
Working Alongside Trusted NDIS Providers
Flow Support collaborates with a variety of NDIS service providers to extend a seamless and supportive network for our participants. Here are a few of the trusted partners that help us deliver the highest quality of service.