Manager - Practice Excellence & Service Innovation

Women's Community Shelters; Sydney; Hybrid; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Wellbeing allowance

Extra leave

Hybrid work options

Job summary

Women's Community Shelters seeks a Manager to lead Practice Excellence and Service Innovation. Based in Sydney, you will drive service improvements across the network, coordinate outcomes measurement and staff training, and champion client voices in strategic initiatives and fundraising.

You will mentor shelter managers, liaise with the Hub and broader network, and promote culturally appropriate services. The role supports women and children through innovative housing solutions and flexible work

Qualifications

• Essential qualifications include tertiary level in Community Services or Social Work (Diploma level minimum) or 3 years’ relevant experience.
• Advanced communication skills and proven ability to build relationships at all levels.
• Understanding of relevant legislation, accreditation and external standards.
• Experience managing a human services team or facility/operation.
• Casework experience supporting women experiencing domestic and family violence.
• Knowledge of networks and services supporting DV survivors.
• Experience in strategic thinking, project management and delivering service improvements.
• Ability to attend to on-call matters and supporter events outside normal hours.
• Demonstrated computer literacy in MS Office and related software.
• Hold a current unrestricted NSW Drivers' licence.
• Clearance outcomes on Working With Children’s Check and National Police Check.

Responsibilities

• Improve services across the WCS network through leadership and continuous quality initiatives.
• Identify trends and conduct case reviews to implement service enhancements.
• Lead adoption of outcomes measurement tools and coordinate training programs.
• Champion client voices in strategic initiatives and fundraising activities.
• Develop forums to promote best practices and mentor Shelter Managers and case workers.
• Liaise between the WCS Hub and the network, ensuring culturally appropriate, inclusive services.

Skills

Leadership

Communication

Strategic thinking

Project management

Stakeholder engagement

On-call readiness

Team mentorship

Education

Diploma level in Community Services/Social Work or equivalent

Tools

MS Office

Job description

Manager - Practice Excellence & Service Innovation

Women's Community Shelters – Surry Hills NSW

Manager - Practice Excellence & Service Innovation

Step into a leadership role that is at the heart of transforming service delivery for Women's Community Shelters (WCS). As the Manager - Practice Excellence and Service Innovation, you will focus on continuously improving our services across the WCS network. This position is not just about maintaining compliance with the WCS Practice Framework and accreditation standards, but also about driving innovation and excellence in how we deliver services.

Your responsibilities will include identifying trends and conducting thorough case reviews to implement service enhancements that elevate the quality of our support. You’ll lead the adoption of outcomes measurement tools, as well as coordinate training programs to bridge skills gaps, empowering our team to deliver quality services.

A key aspect of your role will be to champion the inclusion of client voices in our strategic initiatives, fundraising efforts, and service improvements. This ensures that our clients remain at the centre of everything we do.

You will develop and lead forums to promote best practices, offering mentorship to Shelter Managers and case workers. Serving as a liaison between the WCS Hub and the broader network, you will play a crucial role in fostering communication and ensuring our services are culturally appropriate and inclusive.

We work collaboratively to fund and sustain shelters and housing solutions that make a real impact. As a Tier 3 Community Housing provider, we also focus on practical and innovative housing solutions that deliver positive outcomes for women and their children.

The role will actively promote a culture of continuous improvement by listening to and incorporating the voices of women with lived experience to strengthen housing practice, policy and service delivery.

Location: Surry Hills and various sites

Work type: Full Time - 38 hours per week

Award classification: Social, Community, Home Care and Disability Services Industry Award 2010, (SCHADS) Social & Community Services Employee, Level 6 Pay Point 1.

Applications close: please apply as soon as possible as we will be reviewing applications as they are received.

About WCS

Women's Community Shelters (WCS) was established in 2013 to build community capacity and response to women's homelessness, including domestic and family violence. WCS works with communities to establish new shelters which provide short term emergency accommodation and support in a safe environment.

Under a tripartite model, WCS brings together government, community and philanthropy to fund the establishment and ongoing operation of shelters and other innovative housing solutions.

About You

Essential skills and experience:

Tertiary or other qualifications within the Community Services, Social Work or similar (minimum Diploma Level) or 3 years’ experience in a comparative role.

Advanced communication skills and proven track record in building relationships at all levels.

Understanding of relevant legislation, regulations, accreditation and any other relevant external standards that apply to relevant work practices.

Prior experience in managing a human services team and/or a facility/operation.

Previous casework experience in the provision of support to women that have experienced domestic and family violence;

Knowledge of networks, agencies and services and their role in supporting those that have experienced domestic and family violence;

Demonstrated experience in strategic thinking, project management and delivering service improvements.

Ability to attend to on-call matters and supporter events out of normal office hours;

Demonstrated computer literacy in Microsoft Office programs and software operating systems.

Hold a current unrestricted NSW Drivers' licence.

Clearance outcomes on mandatory compliance checks including, Working With Children's Check and National Police Check.

Why Join WCS?

Innovative Environment: Be part of a dynamic, collaborative team where your strategic vision and adaptability can drive meaningful change. We embrace innovation, making this an exciting place for those who thrive in fast-paced environments.

Purpose-Driven Work:Join a committed team dedicated to addressing women's homelessness and domestic violence. Your efforts will have a direct impact on the lives of women and children, making a difference every single day.

Flexible Work Options: Enjoy hybrid working arrangements, including the ability to work from home.

Additional Benefits:Take advantage of extra leave and a wellbeing allowance, ensuring you have the support needed to maintain a healthy work-life balance.

Professional Growth:Engage in leadership opportunities, mentoring, and strategic initiatives that foster your professional development and allow you to contribute to service excellence and innovation.