Service Lead

UnitingCare Queensland; Townsville City; On-site; AUD 115,000 - 125,000; Full time

Benefits offered by this job

Superannuation

Salary Packaging

Job summary

UnitingCare Queensland’s NQ Safe Program in Townsville oversees a 24/7 DFV telephone service, leading a team of practitioners through intake, triage and risk assessment to support vulnerable individuals.

The Service Lead role requires a tertiary qualification in Social Work or related discipline, plus proven supervision and risk-management skills within a not-for-profit setting.

Qualifications

• Bachelor-level or higher qualification in Social Work, Human Services or related discipline.
• Experience leading DFV or domestic violence service delivery teams.
• Proven supervision, rostering and performance management skills.

Responsibilities

• Lead and supervise a team of DFV Practitioners, including rostering and development.
• Ensure safe, high-quality intake, screening and risk assessment.
• Maintain compliance with policies and risk management requirements.
• Oversee budgeting, reporting and client information systems.
• Drive service improvements and client engagement initiatives.
• Foster a positive workplace culture aligned with our values.

Skills

Team leadership

Supervision

Coaching

Risk assessment

Communication

DFV knowledge

Education

Tertiary qualification in Social Work or related discipline

Tools

Client information systems

Job description

• Employment Term: Maximum term to 30 June 2028, Full-Time (38 hours per week)
• Service Hours: The Service is operational 24 hours per day, 7 days per week. The hours of work will be on a rotating roster (Morning, Afternoon & Night Shifts).
• Location: Townsville
• Remuneration: $58.37 + Super + NFP Salary Packaging (save tax and increase your take home pay)

Service Lead | NQ Safe | Townsville

At UnitingCare we are leaders in crisis response, the protection of vulnerable people and children, financial resilience and family wellbeing. Our FaDS (Family and Disability Services) team work passionately across Queensland to make a meaningful difference in people’s lives.

Your part in our UnitingCare team

The NQ Safe Program is a 24/7 Domestic and Family Violence (DFV) telephone service supporting people across North Queensland.

As Service Lead you will work on a rotating roster to lead a team of DFV Practitioners who deliver high-quality intake, screening, triage, risk assessment and support to individuals experiencing domestic and family violence. This pivotal role oversees the day-to-day operation of the 24/7 telephone service, ensuring service goals are achieved while identifying and responding to risks that may impact client and employee safety.

Key Responsibilities

• Lead and support a team through supervision, coaching, performance development, recruitment, training and rostering.
• Ensure safe, high-quality service delivery by maintaining compliance with practice frameworks, quality standards, risk management requirements and organisational policies.
• Build and maintain strong relationships with clients, families, government agencies and community stakeholders to achieve positive outcomes.
• Oversee service operations, including budgeting, reporting, client information systems and accurate record management.
• Drive continuous improvement, service innovation and quality initiatives to enhance client experience and service effectiveness.
• Develop resources, strategies and programs that improve client engagement, awareness and satisfaction.
• Foster a positive, values-driven workplace culture that supports employee engagement, capability development and service excellence.

What makes a difference for us?

• A tertiary qualification in Social Work, Human Services or a related discipline
• Demonstrated experience in the human services sector, including specialist domestic and family violence practice.
• Experience leading service delivery teams, with strong skills in supervision, training and achieving performance outcomes.
• Strong knowledge of DFV risk assessment, safety planning, and evidence-based interventions.
• Experience working with Aboriginal and Torres Strait Islander peoples and culturally diverse communities will be highly regarded.
• Strong interpersonal and communication skills, with a strengths-based approach, professional integrity and respect for confidentiality and client interests.
• Current Queensland Drivers Licence.
• Working with Children Check (Blue Card)
• A willingness to undergo a criminal history check

We welcome applications from Aboriginal and Torres Strait Islander candidates for this position.

What makes a difference for you?

• Flexible work arrangements to support work-life balance
• NFP Salary Packaging: Save tax and increase your take home pay by salary packaging your everyday living expenses and bills (up to $15,900) and meal entertainment (up to $2,650) per annum. To learn more about this benefit watch the video via the following link: SalaryPackagingExplained
• A recognition and rewards platform, providing employee discounts at hundreds of retailers, including everyday expenses, holidays, health insurance, annual awards celebration, wellbeing and employee assistance programs
• 12 weeks paid parental leave and 2 weeks paid partner leave, available after 6 months service, in addition to the government scheme
• Diversity and inclusive leave, offering paid gender affirmation leave and cultural leave options (paid and unpaid) for those who may celebrate Lunar New Year, Diwali, Ramadan, NAIDOC weeks and other significant cultural events
• Career development opportunitiesto challenge yourself, grow and make a meaningful difference
• A positive and inclusive team based on respect, shared standards, strong values and a commitment to serving others

We’d love you to be part of our UnitingCare family

Joining our FaDS, team, you’ll also be welcomed as part of the UnitingCare family. The second-largest Queensland employer, we’re a proud not-for-profit with more than 16,500 staff and 9,000 volunteers across our brands of BlueCare, Lifeline, ARRCS, The Wesley Hospital, Buderim Private Hospital, St Stephen’s Hospital, and St Andrew’s War Memorial Hospital, and have been leading by example for more than 100 years.

Child safe, Child friendly

UnitingCare is committed to being a Child Safe, Child Friendly organisation and will:

• provide welcoming, safe and nurturing services for children
• implement measures to prevent child abuse and neglect within our services
• appropriately and immediately address child abuse and neglect if it does occur
• abide by the Child Safe Standards and adhere to the Reportable Conduct Scheme

Our approach is simple– everybody iswelcome here. At UnitingCare, diversity is at the core of our who we are, our mission and our values.We are committed to providing equal opportunities to all employees no matter their sex, race, culture, sexual orientation, disability or gender identity.Demonstrating our commitment to reconciliation and building long-term employment opportunities for First Nations peoples, UnitingCare strongly encourages Aboriginal and Torres Strait Islander applicants for this position.

Safe workplace

We work hard to make our services welcoming and safe for every person. We are united in keeping children, young people and the elderly safe from harm, within our services, workplaces and the communities we support. We are committed to speaking up loudly for their safety.

Commitment to Safeguarding

We are committed in creating services and workplaces that are welcoming and safe for every person. We work together to protect children, young people, adults and the elderly from harm within our services and the communities we support. We speak up for their safety to ensure their voices are heard. Our recruitment and workplace practices reflect our dedication in preventing abuse, harm and exploitation across UnitingCare.