Operations Manager - Program Evaluation and Improvement

Atsichs; City of Brisbane; On-site; AUD 128,000 - 174,000; Full time

Benefits offered by this job

Company vehicle

Laptop & phone

Entertainment benefits

Flexible rostering

Job summary

ATSICHS Brisbane is seeking an Operations Manager to lead program evaluation and improvement across community services. The role drives evidence-informed service design, quality initiatives, and client outcomes through data, feedback, and research.

You will oversee theories of change, models of care, and implementation plans, working with a multidisciplinary team to strengthen culturally responsive practice and service impact for families and communities.

Qualifications

• Bachelor's degree in social services field with at least 8 years sector experience.
• Experience managing large data sets and data visualization.
• Proven ability to lead large projects and manage change.
• Ability to support staff and influence stakeholders across teams.

Responsibilities

• Lead the development of outcomes framework and Theory of Change for each program.
• Develop client feedback methodologies for evaluation and improvement.
• Oversee program evaluation, quality initiatives, and service experience measures.
• Coordinate monthly managerial requirements in Mobnet system.
• Ensure alignment with Agency and Empowerment Practice Framework.

Skills

Data analysis

Project management

Change management

Team leadership

Stakeholder engagement

Communication

Education

Bachelor's degree in social services

Tools

Mobnet

Job description

Operations Manager - Program Evaluation and Improvement

ATSICHS Brisbane delivers health care and community services that are culturally safe and built around the needs of Aboriginal and Torres Strait Islander peoples in the Brisbane and Logan regions. We are a community-owned not-for-profit organisation, started over 50 years ago to improve health outcomes for our people, our way. Through offering wraparound services, we support the physical, social, emotional, cultural and spiritual wellbeing of our people. We are working towards a future where our community thrives.

Learn more at www.atsichsbrisbane.org.au

About the Role

The Operations Manager, Program Evaluation and Improvement is a senior role within the Community Services Branch, reporting to the General Manager, Community Services. The position leads branch-wide reform and improvement initiatives that evaluate service delivery impact across a broad range of programs, including family support, child protection, kindergartens, youth support, housing and kinship care. The role strengthens the use of service impact data, client and community feedback, emerging research, quality standards, Models of Care and Theory of Change to inform service design, delivery and continuous improvement. It also oversees the implementation of service quality initiatives and program-specific improvements, with a clear focus on strengthening client outcomes and ensuring services remain evidence-informed, culturally responsive and aligned to organisational priorities.

As a Manager at ATSICHS, we believe in leading teams through showing and doing, not delegating and micro-managing. We utilise a coaching approach to management that helps staff achieve excellence with clients through side-by-side in-field mentoring and coaching, growing staff practice skills, professionalism, stakeholder influencing, and personal organisation. As a leadership team, and front-line Manager, we are focused on client impact above anything else. Client impact in a manager role means we utilise data in a safe and supportive way to identify team case management quality, engage clients across the service to ensure our follow-through and client satisfaction, and proactively harness client feedback to make improvements as a team.

Duties

• Lead the development of a clear outcome’s framework, logic model/Theory of Change for each program that defines intended client, family, community and service outcomes, supported by meaningful indicators that can show progress and impact.
• Lead the workshopping and clear agreement on why data is being collected, what questions the branch and ATSICHS need to answer, and how/what data will support evaluation, service improvement, and decision-making.
• Develop and implement clear client feedback methodologies that support program evaluation and improvement. Methods may include surveys, interviews, yarning circles, focus groups, complaints and compliments data, client journey mapping, case reviews, exit feedback, advisory groups and stories of change.
• Lead the development of Service Experience Measures that capture how clients experience services, including respect, trust, cultural safety, communication, timeliness, choice, participation in decisions, and whether support is useful and relevant. Ensure these measures are linked to the branch Agency and Empowerment Practice Framework.
• Identify emerging research, sector evidence, policy reform and practice trends relevant to Community Services programs, integrating into evaluation and improvement activities. Lead the review programs against relevant quality standards, funding requirements, models of care and organisational frameworks.
• Lead the development and review of program Theories of Change that clearly define inputs, activities, outputs, outcomes, assumptions and measurable indicators of impact.
• Lead the review current program Models of Care to assess clarity, consistency, cultural responsiveness, service accessibility, staff workflow (DMOC), client experience and alignment with intended outcomes.
• Lead the ongoing evaluation determining if program staff are implementing agreed Models of Care, service activities, workflows (DMOC) and practice requirements as intended.
• Assess whether staff practice reflects the principles, behaviours and expectations of the branch 'Agency and Empowerment Practice Framework'.
• Develop clear implementation plans for approved program changes, including actions, timelines, responsibilities, risks and reporting requirements. Evaluate whether implemented changes improve service quality, client experience, practice consistency and program outcomes.
• Develop a clear evidence profile for each program, outlining client reach, outcomes, service activity, strengths, gaps and demonstrated impact. Analyse program data over time to identify trends in performance, client outcomes, service quality, demand, access and improvement.
• Complete the full cycle of monthly managerial requirements with all direct reports in the Mobnet system, including (1) Two-way Feedback Survey, (2) Practice Supervision, and (3) Performance & Coaching.

Culture

• Everything we do is driven by a deep connection to Aboriginal and Torres Strait Islander peoples.
• We’re united in our purpose to improve lives, strengthen families, and support our communities to thrive.
• We embrace innovation, new technologies, and evidence-based approaches to meet the evolving needs of our community.
• You’ll be supported by a welcoming culture where your voice is heard, your strengths are valued, and your wellbeing matters.
• We celebrate achievements, value collaboration, and make work an enjoyable and fulfilling place to be.
• Starting salary of $151,089 + 12% super.
• Permanent Full-Timerole.
• Company vehicle provided.
• Company laptop & mobile phone included.
• Salary package up to $15,900 net and add Entertainment Benefits up to $2,649 every Fringe Benefits Tax (FBT) year.
• Flexible rostering hours/9 day fortnight options available.
• Work for an organisation that values growth and innovation to provide culturally safe community and health care.
• You’ll be supported with training, access to learning and development opportunities (including LinkedIn Learning) as well as career progression pathways.
• Employee Assistance Program - access up to six free and confidential sessions in any two-year period.
• Annual staff gathering, team building days, and team social gatherings.

Required

• Bachelor's degree in a relevant social services field with at least 8 years sector experience in family support, child protection, youth support, housing or related field.

AND

• Demonstrated ability to manage, analyse, and interpret large data sets. Knowledge of database structures and management, along with sound data visualisation experience.
• Demonstrated ability to develop and manage large scale projects utilsing a project management framework. Experience in leading change management initiatives.
• Ability to critique and problem solve related legislative gray zones, while managing organisational and child harm risks. Demonstrated ability to integrate knowledge across different business units, ensuring the fair treatment and voices of family’s are promoted, while managing child harm risks.
• Demonstrated knowledge and experience in large team management, including directing staff workflow and client quality, leading and integrating corporate business functions across team and negotiating cross-branch trade-offs and conflict management to achieve success. Forward plan operational constraints, team culture, and forecasting 24 month operational change priorities.
• Ability to support staff in applying sound social service and child protection practice reasonings to influence stakeholders (Child Safety, Schools, Hospitals etc.). Inspire and lead a strong team working culture and sustain behaviour change by influencing others.
• Demonstrated ability to connect numerous internal ATSICHS programs and services to activate wrap-around care for families, trading-off and negotiating resources across the organisation and between other teams to achieve client impact.
• Demonstrated creative thinking to overcome operational challenges and barriers to program success and maximise client impact in medium-long term. Problem solve general operational policies with autonomous decision making to enact client impact, adhering to client risk, safety, and quality standards.

Additional Requirements

• National Police Certificate.
• Current Working with Children's Card (Blue Card) or be eligible toapply.
• Driver's Licence.
• Evidence of Work Rights.
• Travel between sites on a regular basis.
• Immunisations Category D.

Other Information

ATSICHS Brisbane is committed to promoting the wellbeing, protection, and cultural safety of all children and young people. Our recruitment and screening practices reflect our zero-tolerance approach to child abuse and our dedication to creating culturally secure environments where children feel safe, respect, and empowered.