The Opportunity

BM Service Guidance & Practice

Job Title: BM Service Guidance & Practice
Contract Type: Permanent
Location: Melbourne
Salary: Competitive
Start Date: 2021-09-05
Reference: BH-28785
Contact Name: Krislin Betham
Contact Email:
Job Published: September 06, 2021 13:03

Job Description

About the NDIA
The National Disability Insurance Scheme (the Scheme) is a world-first social reform. It is a fundamental shift in the way Australians with a significant and permanent disability access support to pursue their life goals and outcomes. For many Australians, it will be the first time they receive the disability support they need.

The National Disability Insurance Agency (NDIA) is responsible for the delivery of the Scheme for participants and building a sustainable NDIS that genuinely connects and engages the community and stakeholders. With more than 410,000 participants (estimated to grow to approximately 500,000 over the coming years) and management of $22 billion in funding each year, this is an extraordinary opportunity to make a difference in the lives of people with a disability, their families and carers.

About the Position
As the Branch Manager, Service Guidance and Practice you will plan, lead and deliver highly complex outcomes, projects and work programs that have strategic, political, and operational significance to the National Disability Insurance Agency (NDIA). This role will lead and contribute to the strategic planning of the NDIA’s objectives and will set strategic direction, develop long-term plans, and implement operational strategies aimed at achieving the NDIA’s mission to ‘build a world-leading National Disability Insurance Scheme’.
We are seeking an outstanding leader for a large team converting policy into guidelines, developing standard operating procedures and tools for the Agency’s front-line operations that defining how to serve and communicate with participants. Their remit includes determining the language used to best communicate with participants, developing guidance, letters, tools and resources for participants and leading a team of writers and NDIA process experts to govern the current and future process for our front line and participants to navigate the scheme. By designing and solving process and service improvements you will also be supporting service improvement across the Agency.

The role requires extensive skills and experience in writing policy at pace, knowing what ‘good’ looks like and the capacity to integrate information producing high quality written deliverables. Relevant experience is most likely to have been gained within the public sector or commercial insurance environment, with a strong focus on making big decisions that impact the lives of participants or the broader community. If you are a high performing executive with a bias for action and demonstrated ability in an operational or service delivery policy setting, you will thrive in today’s NDIA.

Key Requirements:

  • Demonstrated delivery capability – big outputs from a large team. Accountable to provide the leadership of the branch to convert Agency policy into guidelines, standard operating procedures and tools and manage Agency library of guidelines and procedures.
  • Front line knowledge (NDIA) or strong service delivery operational knowledge (external) - Ability to rapidly understand Agency process and systems (or an ability to quickly attain this understanding), to successfully solve Agency problems and issues;
  • Integration and consultation skills – Communicate, influence and provide strategic advice and problem solving for internal and external stakeholders in relation to highly complex ambiguous problems, proactively identify issues, and make recommendations on solutions and ensure alignment on the path forward.
  • Root cause analysis –understand the challenge to solve and assurance that the new SOP will hit the mark - Collaborate with stakeholders to understand the opportunities to design and implement improved or new policy, practice and business processes to the planning process and participant pathways.
  • Human guidance and writing skills and customer/participant language - engage across the Agency to ensure that policy is appropriately converted into operational procedures in line with legislation and risk tolerance, balancing participant experience and operational capability/capacity.
  • Empathetic and pragmatic leadership with strong emotional intelligence – accountable for the functional leadership of the Service, Guidance and Practice Branch leading a team of 5 direct reports and 50 FTE.
  • Security/Eligibility - This position requires (or the ability to obtain) a Negative Vetting Level 1 security clearance.

To apply please go to and search the role title. Your application should include a resume and covering letter highlighting your suitability. Please click here to download a copy of the Candidate Information Pack. For enquiries, please contact Derwent at or call Penny Cameron on 03 9691 1307. 

Closing date: Sunday, 12th September 2021

The purpose of the National Disability Insurance Agency (NDIA) is to implement the National Disability Insurance Scheme (NDIS) which will support a better life for hundreds of thousands of Australians with a significant and permanent disability. The NDIS is designed to enhance the quality of life and increase economic and social participation for people with disability. This is a Senior Executive Service Band 1 role in the Commonwealth Public Service.