What Is a Relationship Manager in the NDIS? Meet Mel from High Hopes Services

When you think about the people who make the NDIS journey easier, clearer, and more human — Relationship Managers should be right at the top of the list.

Our Relationship Managers (RMs) are more than just points of contact. They are the connection builders, the problem solvers, and the people who walk alongside our participants and their support teams every step of the way. From navigating NDIS plans to building strong relationships with families, participants, and support workers — our RMs play a critical role in turning our mission into reality. And no one brings that to life better than Mel, one of our incredible RMs.

What Does a Relationship Manager Do at High Hopes Services?

At its core, the role of an RM is to provide person-centred support by acting as the key liaison between participants, their families, Disability Support Professionals (DSPs), and other stakeholders like Support Coordinators.

Key Responsibilities of a Relationship Manager

That means:

• Building trust through ongoing communication.

• Troubleshooting issues with NDIS plans or supports.

• Matching the right DSPs with the right participants.

• Making sure supports align with NDIS goals.

• Ensuring compliance with policies, procedures, and best practices.

• Advocating for participant needs when barriers arise.

  
  

All of this is done with one goal in mind: empowering people to live fuller, more connected, and more independent lives. Mel has been doing just that — and making a real impact.

Getting to Know Mel: A Heart for People, a Head for Support

We sat down with Mel to talk about what inspires her, what her day looks like, and why being a Relationship Manager at High Hopes is more than just a job.

Empowering Participants — and DSPs

"Being able to empower and support participants and disability support professionals equally in a greater manner, and witnessing just how far they've come in reaching their goals — with celebrations at every little step — is what drives me."

Mel’s approach is deeply person-centred. She sees success not just in big milestones, but in the small, everyday wins that build confidence, independence, and connection.

A Day in the Life of a Relationship Manager

"A typical day involves building rapport with participants, families, stakeholders, and DSPs. I help them navigate the NDIS and troubleshoot roadblocks, while making sure policies and procedures are followed. I also learn daily from those around me — including our amazing management team. And of course... document, document, document!"

Whether she’s supporting a family through a plan review or coordinating with a Support Coordinator about urgent funding, Mel is at the centre of the action, making sure no one falls through the cracks.

Fostering Trust and Connection

"A proud moment for me is when participants and DSPs trust me enough to share highly personal experiences or incidents — and continue to allow me to be part of their journey toward a more fulfilling life."

This level of trust is not given lightly — and it's earned through consistency, compassion, and a genuine investment in people’s lives.

Still Learning, Still Showing Up

"I’m still learning about NDIS plans, but I’ve been helping families ensure supports are appropriate and advocating for urgent needs — especially when new funding is required."

Mel’s honesty about the learning process reflects a key part of our ethos at High Hopes: we don’t have to know everything — but we never stop trying. If we don’t have the answer, we’ll find it.

Teamwork That Feels Like Purpose

"What I love most about High Hopes is working with a team that literally does 'good for good's sake' and fights for what is right."

When you work in a team that leads with integrity, it shows — in every interaction, every decision, and every outcome.

Fun Fact: Sky High Ambitions

"I’ve flown a plane before! It was a small, light, 4-seater aircraft — but I still flew it."

No surprise here — Mel is clearly comfortable in the pilot’s seat!

Advice for New Participants and Families

"Reach out and ask any questions. If we don’t have the answer, we’ll find it for you — and we’ll guide you to the right people to ask."

For those feeling overwhelmed by the NDIS, Mel offers a grounded message: You’re not alone. Ask, explore, and trust that we’re here to help.

Person-Centred Support, Every Step of the Way

"Person-centred support is always front of mind. I tailor my communication, interactions, and DSP matching to suit each participant and their unique preferences."

It’s this commitment to customised, respectful support that makes Mel’s work so impactful — and aligns perfectly with our mission at High Hopes Services.

Looking Ahead: Growing with Purpose

"I hope to grow the number of participants and DSPs in my team through referrals — because I’ve demonstrated capability and commitment to quality, safe supports, with the amazing HHS team by my side."

Mel’s vision for growth isn’t about numbers — it’s about trust, results, and relationships. And with her passion and persistence, we know she’ll get there.

💬 Want to Learn More About What Our Relationship Managers Do?

Our RMs are the heart of what makes High Hopes Services so supportive, responsive, and trusted.

👉 Learn more about our team and support approach — and discover how a dedicated Relationship Manager like Mel can make your NDIS journey clearer, calmer, and more connected.