Working at Melba Support Services (Melba)

• We support people with disability to live the life they want.

• We have a Zero Tolerance approach to violence, abuse, neglect, and exploitation.

• Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose and values.

• Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.

For over 50 years Melba Support Services has been providing services to people with disability that focus on supporting people to dream big, embrace life and do what they choose and value. Melba is firmly grounded in upholding human rights and recognises that part of living a happy, healthy life is being independent and being able to do the things that bring us joy. Melba won the 2023 National Disability Award for Excellence in Service Quality. 

Why Join Us? 

We are a human-rights, values-based, not-for-profit community organisation committed to providing services that support individuals with disability to lead everyday lives of their choice, if this resonates with you, come join us!

Primary Purpose

The Outcomes Lead is responsible for leading and overseeing the delivery of high-quality, person-centred supports that uphold human rights and enable people supported by Melba Support Services to achieve their individual goals and live meaningful lives.

The role provides operational leadership to staff teams, ensures services are delivered in line with the NDIS Practice Standards and Melba’s values, and is accountable for service quality, workforce performance, safety, and financial stewardship.

This role may be classified at Melba EA Level 3 or Level 4, depending on the scale, complexity and operational requirements of the service.

What you’ll be doing (Key accountabilities)

Human Rights & Person-Centred Practice

• Champion Melba’s Human Rights Framework and Zero Tolerance approach.

• Ensure people supported are safe, listened to, and exercising choice and control.

• Embed person centred, PBS and/or PCAS practices in daily service delivery.

• Actively safeguard against abuse, neglect, exploitation and restrictive practices.

Service Leadership, Quality and Resource Accountability

• Ensure supports are delivered in alignment with individual plans, goals and funding.

• Ensure documentation for people supported is accurate, current and reflects support requirements. 

• Exercise professional judgement in day‑to‑day operational decision‑making within delegated authority, organisational policy and funding parameters.

• Utilise internal systems to maintain accurate records, support day to day service delivery and meet compliance and reporting requirements.

• Proactively identify and manage risks to the safety, wellbeing and rights of people supported, staff and the organisation, escalating issues where appropriate.

• Work collaboratively with Quality, Clinical and Practice teams to meet compliance obligations.

• Oversee service-level resources and budgets to ensure supports are delivered effectively, safely and within approved funding, and contribute to service planning and funding proposals where required.

• Maintain and oversee local quality systems, including audit readiness and follow up actions. 

• Lead service-level reporting and continuous improvement.

• Participate in on call arrangements, where required, to provide escalation support and operational decision making outside standard business hours.

Workforce Leadership

• Actively mentor, coach and develop staff capability, identifying learning and development opportunities and supporting career progression.

• Provide day to day supervision and direction of staff, including addressing performance and conduct matters in line with organisational processes.

• Contribute to recruitment, onboarding, induction and performance development.

• Foster a positive, inclusive and psychologically safe team culture.

• Ensure staff compliance with mandatory training, policies and procedures.

Rostering & Financial Accountability

• Oversee rostering to ensure supports are delivered within approved funding and budgets.

• Support financial sustainability by ensuring service delivery aligns with participant funding, including the accurate implementation of quotes and associated documentation.

• Monitor utilisation and staffing alignment with participant needs and competencies.

• Support financial sustainability through responsible oversight of staffing and resource use. 

• Escalate emerging risks to service viability or compliance.

Stakeholder Engagement

• Build effective relationships with people supported, families, carers and advocates.

• Liaise with allied health, funding bodies, community organisations and partners.

• Manage and respond to service-related concerns, feedback or issues in a timely and professional manner.

• Represent Melba professionally in internal and external forums.

Program Specific Role Contexts

The following sections outline additional context and responsibilities that apply when the Outcome Lead role is performed within specific program environments. These sections do not change the classification or core accountabilities of the role.

Supported Independent Living (SIL/ISL)

When working in a Supported Independent Living (SIL/ISL) environment, the Outcomes Lead will:

• Oversee day‑to‑day site operations, including property and maintenance issues.

• Develop and maintain SIL quotes and site rosters.

• Participate in emergency on‑call arrangements (where required).

• Monitor site‑level financial performance.

Individualised Support Arrangements (ISA)

When working in Individualised Support Arrangements (ISA) the Outcomes Lead will; 

• Coordinate individualised rosters across multiple people supported. 

• Monitor individual NDIS budgets and service agreements. 

• Oversee documentation quality and outcome tracking across ISA people supported. 

• Work closely with rostering administrators and support coordinators.

Community Programs, Respite, Short Term Accommodation (STAA)

When working in Community Connections / Respite / Recreation / Short Term Accommodation, the Outcome Lead will;

• Coordinate the delivery of short term, recreational or community-based programs, including camps, group activities and holiday supports. 

• Plan and organise activities that are safe, inclusive and aligned to the needs, preferences and goals of people supported. 

• Liaise with families, carers and stakeholders to coordinate bookings, support arrangements and program participation. 

• Maintain effective partnerships with community organisations, venues and service providers to support program delivery. 

• Oversee safe staffing arrangements and provide escalation support during programs, including on call requirements where applicable. 

• Ensure safeguarding and child safe obligations (where relevant) are met in program delivery. 

• Support program participation, engagement and community connection outcomes. 

• Undertake a defined proportion of direct support work only where specified in the contract, service model or workforce plan.

Your Background (Skills and attributes) 

• Demonstrated commitment to human rights, safeguarding, person centred practice with the ability to embed these principles in day to day service delivery. 

• Relevant qualification in disability, community services or leadership (desirable).

• Experience leading and supervising staff teams in disability or human services environment, including providing direction, coaching and support to achieve quality outcomes. 

• Ability to take accountability for service delivery, including managing competing priorities, resolving issues and making sound operational decisions within established frameworks. 

• Strong understanding of service delivery in a NDIS environment, including people supported plans, funding arrangements and compliance requirements. 

• Proven ability to lead and maintain quality practice, including oversight of documentation, incident management and continuous improvement activities. 

• Effective communication and interpersonal skills, with the ability to build relationships with staff, people supported, families and external stakeholders. 

• Strong organisational and time management skills, with the ability to coordinate multiple priorities across service delivery, workforce and operational requirements. 

• Ability to identify and manage risk, including responding to incidents, supporting safe practices and escalating issues appropriately. 

• Commitment to building a positive, inclusive and psychologically safe team culture. 

• Alignment with Melba’s values and a commitment to high-quality, ethical service delivery.

Requirements

• A current First Aid and CPR Certificate. 

• A current NDIS Worker Screening and Working with Children Check. 

• The ability and relevant driver’s license to perform travel for work purposes.

• Compliance with OHS&W regulations, legislation, and Policies and Procedures is required. 

• Successful completion of pre-employment safety screening checks, mandatory training, and their subsequent renewals is necessary. 

• Fit to meet inherent psychological and physical demands of supervising disability support ser-vices.

Occupation Health Safety and Wellbeing (OHS&W)

• Take reasonable care for their health, safety, and wellbeing and that of others.

• Observe safe systems of work.

• Follow OHS&W policies and procedures.

• Report hazards, near misses and incidents in accordance with the agreed incident reporting system.

• Contribute to a positive culture in relation to OHS&W and participate in consultative structures.

• Ability to undertake office based and community work.

• Regular use of IT systems and mobile technology.

Inclusion at Melba

Melba Support Services recognises the contribution that a diverse workforce makes to continuous improvement and service delivery and is an Equal Opportunity Employer. Melba Support Services values diversity and encourages applications from Aboriginal and Torres Strait Islanders. People with disabilities and from culturally and linguistically diverse backgrounds are also encouraged to apply. Melba Support Services is committed to making reasonable adjustments to the recruitment process and day-to-day work. As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children’s wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect.