AOD Residential Manager

Sapphire Recovery; Gold Coast City; On-site; AUD 75,000 - 95,000; Full time

Job summary

Sapphire Recovery on the Gold Coast is seeking an experienced Residential House Manager to oversee day‑to‑day operations of the recovery residence and ensure a high standard of care. You will coordinate staff, guest wellbeing, routines and privacy, while maintaining a calm, respectful, well‑structured environment.

You will lead a multidisciplinary team, uphold Sapphire procedures, manage schedules and respond to guest needs with professionalism and compassion in a supportive residential setting.

Qualifications

• Experience in AOD, mental health, rehabilitation, community services, residential care or a related field
• Demonstrated experience coordinating people, services or residential operations
• Strong communication and interpersonal skills
• Ability to establish rapport while maintaining professional boundaries
• Strong organisation, time-management and problem-solving skills
• Current Australian driver’s licence
• Current First Aid and CPR certification, or willingness to obtain
• Current National Police Check, or willingness to obtain
• Blue card

Responsibilities

• Welcome new guests and coordinate their arrival and induction into the residence
• Conduct guest orientation, including house expectations, routines and facilities
• Support guests to settle into the residential program
• Build professional and respectful relationships with guests while maintaining appropriate boundaries
• Monitor guest wellbeing, engagement and behaviour within the house
• Ensure guests are supported to attend scheduled therapy sessions, groups, appointments and activities
• Respond appropriately to day‑to‑day guest concerns and elevate clinical, medical or safety concerns in accordance with Sapphire procedures
• Support guest transitions, discharge and aftercare arrangements as required
• Oversee the smooth daily operation of the residence
• Coordinate the daily house and guest schedule
• Ensure the residence remains clean, organised, welcoming and maintained to a high standard
• Monitor household supplies and coordinate purchasing/restocking
• Identify and report maintenance and property issues
• Coordinate external providers and services attending the residence
• Assist with transport and other practical guest requirements where necessary
• Ensure house rules, routines and procedures are consistently maintained
• Work closely with Sapphire's support workers and wider multidisciplinary team
• Coordinate effective shift handovers and communication between team members
• Ensure relevant guest information and concerns are appropriately communicated
• Monitor completion of daily notes, handovers and incident documentation
• Provide day‑to‑day guidance and support to residential support staff
• Escalate staffing, operational or guest concerns to the Operations Manager
• Help foster a professional, respectful and collaborative team culture
• Maintain accurate and timely residential records
• Ensure incidents and significant guest concerns are appropriately documented and escalated
• Maintain guest confidentiality and privacy
• Follow Sapphire Recovery policies, procedures and professional boundaries
• Support workplace health and safety, emergency and risk‑management procedures
• Contribute to continuous improvement of the residential program and guest experience

Skills

Communication skills

Organisation & time management

Problem solving

People coordination

Boundary setting

Interpersonal skills

Calm under pressure

Education

Certificate IV or Diploma in related field

First Aid & CPR certification

National Police Check or willingness to obtain

Job description

Sapphire Recovery is a private residential addiction recovery service on the Gold Coast, providing a supportive, structured and holistic environment for individuals working towards lasting recovery.

Our residential program brings together individual and group therapy, recovery skills, holistic therapies, physical wellbeing and practical support within a comfortable, private residential setting.

We are seeking an experienced, organised and compassionate Residential House Manager to oversee the day-to-day running of our recovery residence and help ensure our guests receive a consistently high standard of care and support.

About the Role

The Residential House Manager is the central point of coordination within the house.

Working closely with the Operations Manager, therapists, support workers and external providers, you will ensure the residence runs smoothly, guests are supported appropriately, daily schedules are followed and Sapphire's professional standards are maintained.

This is a hands‑on role suited to someone who is confident managing people and day‑to‑day situations while creating a calm, respectful and well‑structured environment.

Key Responsibilities

Guest Support & Residential Care

• Welcome new guests and coordinate their arrival and induction into the residence

• Conduct guest orientation, including house expectations, routines and facilities

• Support guests to settle into the residential program

• Build professional and respectful relationships with guests while maintaining appropriate boundaries

• Monitor guest wellbeing, engagement and behaviour within the house

• Ensure guests are supported to attend scheduled therapy sessions, groups, appointments and activities

• Respond appropriately to day‑to‑day guest concerns and elevate clinical, medical or safety concerns in accordance with Sapphire procedures

• Support guest transitions, discharge and aftercare arrangements as required

Day‑to‑Day House Coordination

• Oversee the smooth daily operation of the residence

• Coordinate the daily house and guest schedule

• Ensure the residence remains clean, organised, welcoming and maintained to a high standard

• Monitor household supplies and coordinate purchasing/restocking

• Identify and report maintenance and property issues

• Coordinate external providers and services attending the residence

• Assist with transport and other practical guest requirements where necessary

• Ensure house rules, routines and procedures are consistently maintained

Staff Coordination

• Work closely with Sapphire's support workers and wider multidisciplinary team

• Coordinate effective shift handovers and communication between team members

• Ensure relevant guest information and concerns are appropriately communicated

• Monitor completion of daily notes, handovers and incident documentation

• Provide day‑to‑day guidance and support to residential support staff

• Escalate staffing, operational or guest concerns to the Operations Manager

• Help foster a professional, respectful and collaborative team culture

Documentation, Safety & Quality

• Maintain accurate and timely residential records

• Ensure incidents and significant guest concerns are appropriately documented and escalated

• Maintain guest confidentiality and privacy

• Follow Sapphire Recovery policies, procedures and professional boundaries

• Support workplace health and safety, emergency and risk‑management procedures

• Contribute to continuous improvement of the residential program and guest experience

About You

We are looking for someone who is warm and compassionate but also confident, organised and able to maintain clear boundaries.

You will ideally have experience within alcohol and other drugs (AOD), mental health, residential rehabilitation, community services, support work or a related environment.

You will be someone who notices what needs to be done and takes responsibility for ensuring it happens.

You will also be comfortable working with people who may be experiencing challenging periods in their lives and able to remain calm, professional and solutions‑focused when difficult situations arise.

Essential Requirements

• Experience in AOD, mental health, rehabilitation, community services, residential care or a related field

• Demonstrated experience coordinating people, services or residential operations

• Strong communication and interpersonal skills

• Ability to establish rapport while maintaining professional boundaries

• Strong organisation, time‑management and problem‑solving skills

• Confidence responding appropriately to challenging behaviours and unexpected situations

• Ability to maintain accurate records and confidential information

• Current Australian driver's licence

• Current First Aid and CPR certification, or willingness to obtain

• Current National Police Check, or willingness to obtain

• Blue card

Highly Regarded

• Certificate IV or Diploma in Alcohol and Other Drugs, Mental Health, Community Services or a related discipline

• Previous experience within a residential AOD rehabilitation service

• Experience supervising or coordinating support workers

• Mental Health First Aid training

• Experience working with people affected by addiction, trauma and complex psychosocial circumstances

• Understanding of recovery‑oriented and trauma‑informed practice

• Lived experience of recovery, where accompanied by strong professional boundaries and appropriate experience, may also be highly valued

The Person We're Looking For

Qualifications and experience are important, but the right personal qualities are equally important to us.

You are likely to be someone who is:

• Calm and grounded

• Compassionate without being overly permissive

• Comfortable setting and maintaining boundaries

• Highly organised and reliable

• Observant and proactive

• Able to communicate confidently with guests, families and professionals

• Comfortable leading others

• Discreet and respectful of confidentiality

• Able to balance warmth with accountability

• Passionate about helping people create meaningful and lasting change

Why Join Sapphire Recovery?

Sapphire Recovery takes a personalised and holistic approach to addiction recovery.

You will be joining a growing service where you can have a genuine impact on both the guest experience and the way the residential program operates.

The Residential House Coordinator will work closely with management and the wider therapeutic team and will play an important role in creating the safe, structured and supportive environment our guests need during their recovery.