Client Services Coordinator (After Hours)

The Salvation Army Australia; Greater Shepparton; On-site; AUD 80,000 - 84,000; Full time

Benefits offered by this job

Salary packaging up to $15,900 tax‑sac

Meal entertainment benefit

Parental leave

Employee assistance program

Aboriginal and Torres Strait Islander:

Job summary

The Salvation Army Australia is seeking a Client Services Coordinator (After Hours) to lead operations at Middleton Street Youth Accommodation in Shepparton, ensuring youth-centred service delivery during afternoon and evening shifts.

You will mentor staff, oversee the 24/7 roster, manage risk and safeguarding, and align services with the Journey to Independence Model and PIE framework, reporting to the Program Manager.

Qualifications

• Degree in Social Work or related field.
• Experience in leading teams in homelessness or community services.
• Knowledge of trauma-informed practice and youth homelessness.

Responsibilities

• Lead and support a team of case managers and after-hours staff to deliver youth-centred, trauma-informed services.
• Provide day-to-day operational leadership across Shepparton youth services.
• Manage risk, safeguarding and incident responses with timely escalation.
• Coordinate and oversee the 24/7 staffing roster for all shifts.
• Drive service delivery aligned with the Journey to Independence Model and PIE framework.
• Build partnerships with community agencies to strengthen support pathways.

Skills

Leadership

Staff supervision

Case management

Trauma-informed practice

Communication

Driver's licence

Education

Bachelor degree in Social Work / Social Sciences / related

Job description

Number Of Positions Available

1

About Us

The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity.

Why this role matters

The Salvation Army (Salvos) Youth Services encompasses a range of programs for vulnerable young people, their families, and the community. Our services have a strong focus on prevention and early intervention and enable access to safe accommodation options, Holistic case management, community outreach programs and programs that teach vital independent living skills. Our centres are safe and supportive environments creating an ideal environment for growth, where participants feel believed in, valued, listened to, and respected.

This is an opportunity to directly influence outcomes for vulnerable young people experiencing or at risk of homelessness.

About The Role

The Client Services Coordinator (After Hours) provides operational leadership at Middleton Street Youth Accommodation in Shepparton, ensuring safe, consistent and youth-centred service delivery during afternoon and evening hours. You'll play a critical role in helping young people build independence, confidence, connection, and hope through The Salvation Army's Journey to Independence Model and Psychologically Informed Environment (PIE) framework.

As a key member of the Northeast Youth Services leadership team, you will support and mentor staff, oversee the 24/7 roster, manage risk and safeguarding matters, and ensure services align with The Salvation Army's Journey to Independence Model and (PIE) framework. Working closely with accommodation, case management and daytime teams, you'll help drive positive outcomes for young people while participating in the mandatory after-hours management on-call roster.

Reporting to the Program Manager, this is a permanent full-time position, based on-site in Shepparton, VIC.

Hours of Work

• The proposed usual work pattern is Monday to Friday, 11:00 am to 8:00 pm, with a 30-minute unpaid meal break. A nine-day fortnight arrangement may be considered, subject to operational requirements and applicable employment conditions. Paid ordinary hours, meal breaks and rostered days off will be confirmed in the employment agreement and roster.
• The role is responsible for providing operational oversight, staff support and leadership during afternoon and evening service delivery, including responding to client needs, managing incidents and risks, and ensuring appropriate escalation and handover processes.
• Participation in the management after-hours on-call roster is mandatory. This includes providing operational guidance, responding to critical incidents and supporting staff with decisions outside rostered working hours, including weekends and public holidays where rostered. On-call allowances, payment for work performed while on call and required rest arrangements will be managed in accordance with applicable employment conditions and organisational procedures.

Conditions

Compensation is in accordance with SCHADS Award Level 6. $58.37 – $60.95 hourly + superannuation based on experience level and qualifications, exclusive of penalties, allowances, NFP salary packaging.

How You Will Make An Impact

• Lead and support a team of case managers and after-hours staff to deliver high-quality, youth-centred and trauma-informed services to young people aged 16-25
• Provide day-to-day operational leadership across Shepparton youth services, ensuring safe, consistent and effective service delivery
• Manage risk, safeguarding and incident responses, ensuring client safety, compliance and timely escalation of emerging concerns
• Coordinate and oversee the 24/7 staffing roster, ensuring appropriate coverage and continuity of support across all shifts
• Drive best-practice service delivery aligned with The Salvation Army's Journey to Independence Model and Psychologically Informed Environment (PIE) framework
• Build strong partnerships with community agencies and stakeholders to strengthen support pathways and improve outcomes for young people

What You Will Bring

• A degree qualification in Social Work, Social Sciences or a related discipline
• Demonstrated leadership experience managing and supporting teams
• Strong experience providing staff supervision and performance support
• Proven case management experience within homelessness, housing or community services
• Knowledge of trauma-informed practice, youth homelessness and complex support needs
• Excellent communication, relationship-building and stakeholder engagement skills
• Strong organisational and administrative capabilities with the ability to prioritise in a fast-paced crisis accommodation environment
• A current Employee Working with Children Check
• A valid Victorian Driver's Licence

What We Offer

The Salvos offer eligible employees a well-balanced package of meaningful benefits including:

• Salary packaging up to $15,900 tax free + $2,650 meal entertainment benefit
• Generous Paid Parental leave for primary (12 weeks) & secondary carers, Purchased Leave Scheme (up to 8 weeks) and 5 days paid leave per year to experience working in other TSA programs or activities
• Access to EAP and health & wellness initiatives incl Fitness Passport
• Aboriginal and Torres Strait Islander supports such as: Burra Burra Network (pastoral care network), Cultural Events, Sorry Business and Ceremonial Leave (up to 10 days)
• Ongoing training and development opportunities that enhance on the job skills and proficiency
• Rewarding and fulfilling purpose driven careers that have positive and sustainable / social impacts

The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people.

We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.

The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check.

We value Integrity, Compassion, Respect, Diversity, and Collaboration