Client Services Coordinator

Exodus Foundation; Sydney; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Salary packaging up to $15,900

Employee Assistance Program

Health and wellbeing benefits

Professional development opportunities

Collaborative team environment

Proximity to public transport and free

Job summary

Exodus Foundation in Sydney is seeking an experienced Client Services Coordinator to lead our frontline Client Services team. This is a hands-on leadership role combining team coordination, case management oversight and service delivery to support people facing homelessness, hardship, mental health concerns and other complex needs.

You’ll help maintain accreditation standards, ensure compliance and drive continuous improvement while coordinating with internal teams and external partners to

Qualifications

• Tertiary qualification in Social Work, Community Services, Social Science, Welfare or a related discipline.
• Experience leading a frontline community services team and case management.
• Knowledge of accreditation, compliance and quality improvement processes.

Responsibilities

• Provide day-to-day leadership, mentoring and operational support to the Client Services team.
• Oversee case management practices, client support plans and coordinated service delivery.
• Support AOD programmes including reporting, funding acquittals and performance monitoring.
• Collaborate with internal teams and external providers to achieve positive client outcomes.
• Monitor client records and reporting through reviews and audits.
• Assist accreditation processes with evidence, policy implementation and continuous improvement.
• Facilitate team meetings, supervision and handovers.
• Escalate operational risks and safeguarding concerns when needed.

Skills

Leadership

Case management

Crisis intervention

Person-centred support

Stakeholder engagement

Conflict resolution

Education

Social Work or related field degree

Tools

Penelope

Salesforce

Job description

The Rev. Bill Crews Foundation ('BCF') is one of Sydney's most trusted frontline charities and has supported people experiencing homelessness, poverty and disadvantage for nearly 40 years.

Guided by our mission, 'The person in front of us', we provide integrated support across food services, social welfare, healthcare, education and community programmes.

Our Social Health & Wellbeing ('SHW') team supports people experiencing complex life circumstances through crisis support, case management, essential needs assistance and coordinated care.

ABOUT US

The Rev. Bill Crews Foundation ('BCF') is one of Sydney's most trusted frontline charities and has supported people experiencing homelessness, poverty and disadvantage for nearly 40 years.

Guided by our mission, 'The person in front of us', we provide integrated support across food services, social welfare, healthcare, education and community programmes.

Our Social Health & Wellbeing ('SHW') team supports people experiencing complex life circumstances through crisis support, case management, essential needs assistance and coordinated care.

THE ROLE

We are looking for an experienced and compassionate Client Services Coordinator to lead and support our frontline Client Services team.

This is a hands-on leadership role combining team coordination, case management oversight, service delivery and quality assurance. You will support staff working with people experiencing homelessness, hardship, mental health concerns, substance use and other complex circumstances.

You will also play an important role in maintaining accreditation standards, compliance and continuous improvement, ensuring our services remain safe, effective and responsive to the needs of the community.

WHAT YOU'LL DO

As our Client Services Coordinator, you will:

• Provide day-to-day leadership, mentoring and operational support to the Client Services team
• Oversee case management practices, client support plans and coordinated service delivery
• Support the management of Alcohol and Other Drugs ('AOD') programmes including reporting, funding acquittals and performance monitoring
• Work collaboratively with internal teams and external service providers to support positive client outcomes
• Monitor client records, case notes and reporting through regular reviews and internal audits
• Support accreditation requirements including evidence preparation, policy implementation, compliance monitoring and continuous improvement
• Facilitate team meetings, supervision, professional development and operational handovers
• Identify and appropriately escalates operational risks, safeguarding concerns and service delivery issues.

WHAT YOU'LL BRING

You may currently be working in community services, homelessness, welfare, crisis support, AOD or another frontline environment and be ready to take the next step in your leadership career.

We are looking for someone with:

• A tertiary qualification in Social Work, Community Services, Social Science, Welfare or a related discipline
• Demonstrated leadership or supervisory experience within a community services or related frontline environment
• Strong knowledge of case management, crisis intervention and person-centred support
• Experience supporting people experiencing homelessness, mental health concerns, substance use or other complex needs
• Understanding of quality assurance, compliance, accreditation and continuous improvement processes
• Strong communication, stakeholder engagement and conflict resolution skills
• Experience using client information management systems such as Penelope, Salesforce or similar platforms
• Sound judgement, resilience and the ability to manage competing priorities in a dynamic environment.

Experience supporting accreditation processes or external audits will be highly regarded.

WHY JOIN BCF?

At BCF, you'll be part of a purpose-driven organisation working directly with people experiencing some of life's most challenging circumstances.

We offer:

• Not-for-Profit salary packaging benefits of up to $15,900
• Access to our Employee Assistance Program ('EAP')
• Health and wellbeing benefits through WHEREFIT
• Professional development opportunities
• A supportive and collaborative multidisciplinary team environment
• Close proximity to public transport and free off-street parking

OUR RECRUITMENT PROCESS

If shortlisted, our recruitment process may include an initial phone conversation, formal interview and a practical component where you can meet the team and gain a better understanding of our working environment.

Bill Crews Charitable Trust and the Exodus Foundation are separate but closely cooperating entities. Together, they deliver services and programs under the Rev. Bill Crews Foundation brand name, working to support those in need.

All BCF employees are required to have completed at least three (3) COVID-19 vaccinations including booster doses approved by the Australian Therapeutic Goods Administration ('TGA'). Proof of vaccination status will be required prior to commencement.

Applicants must have the right to work in Australia. The successful candidate will also be required to complete a Working With Children Check and National Police Check as part of the employment process.

Please Note: This recruitment process is managed directly by the BCF People and Culture ('P&C') team. We appreciate the interest of recruitment agencies and external providers however we are not seeking third-party recruitment support for this position.