Support Coordination Lead

SGCH; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

NFP salary packaging

Hybrid work options

Paid Parental Leave

Job summary

SGCH is seeking an experienced Support Coordination Lead to guide the coordination function for vulnerable customers, ensuring access to services and supports to thrive. You will oversee a team of coordinators, manage complex matters and strengthen external partnerships to improve outcomes across SGCH programs.

The role requires strategic leadership, a strong focus on client-centred care, and willingness to travel to SGCH offices as needed.

Qualifications

• Experience leading in social services or tenancy support programs.
• Trauma-informed, recovery-oriented, client-centred practice is essential.
• Strong data-informed problems solving and service-improvement skills.

Responsibilities

• Lead the Support Coordination team to improve wellbeing and tenancy sustainment.
• Develop a consistent service framework and practice standards.
• Drive service improvement, operational excellence and partnerships with government and health bodies.
• Coach and support staff, manage escalations and supervise high-risk cases.

Skills

Leadership

Stakeholder management

Trauma-informed practice

Change management

Education

Tertiary qualifications in Social Work/Community Services

Job description

Job Category: Tenancy and Support Services

What we do

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive environment andbuilding a team that reflects the diversity of the communities weconnect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences.If this role excites you butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feelsa sense of belonging andareempowered to thrive.

Whatweoffer

• Competitivepackage–35-hour work weekwith competitive and above Award pay
• NFP salary packaging–Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings
• High-growth environment–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport
• Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings, Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family
• Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave
• Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

Job Description

About the roleand about you

We're looking for an experienced and passionate Support Coordination Lead to lead and evolve our support coordination function, ensuring customers experiencing vulnerability can access the services and supports they need to thrive. This is a unique new opportunity to combine strategic leadership, service improvement and people leadership to make a lasting difference in customers' lives.Reporting to the Head of Customer Voice, you will provide strategic and operational leadership to SGCH's Support Coordination team, driving excellence in practice, partnerships and customer outcomes. You'll lead a team of Support Coordinators, oversee complex customer matters, strengthen external support networks, and continuously improve how support services are delivered across the organisation.

To succeed in this role, you will be a strategic leader who can set direction and lead through growth, an exceptional partnership builder, and customer-centered practice expert, passionat about supporting vulnerable people.

This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties

Leading the Support Coordination function to improve customer wellbeing, tenancy sustainment and social inclusion outcomes.

Building a consistent, high-quality service framework and practice standards.

Leading service improvement initiatives and operational excellence.

Developing strong partnerships with government, health and community organisations.

Supporting complex and high-risk customer matters through coaching, guidance and escalation support.

• Leading workforce planning, performance, capability development and budget management

The recruitment process may include interviews and relevant skills or behavioural assessmentswithselectionbased ondemonstratedmerit against the roles criteria. Appointment is subject to standard pre-employment checks, such asworking rights, employmentreferencesfrompreviousmanagers, a National Police Check, and a health assessment.

Pleasenotewe mayestablisha Talent Pool from this process.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to [e-mail]

Desired Skills and Experience

• Relevant tertiary qualifications and experience in Social Work, Community Services, Human Services, Psychology, Health, Welfare or a related discipline, with extensive leadership experience in support coordination, community services, tenancy sustainment,health, disability or social support programs.

Demonstrated success leading high-performing teams within complex service deliveryenvironments, with a strong understanding of trauma-informed, recovery-oriented andperson-centred practice.

Proven ability to drive service improvement, operational excellence and change initiatives, using data, insights and sound problem-solving skills to improve customer andservice outcomes.

Highly developed stakeholder engagement and partnership management skills, with acurrent NSW Driver Licence, WWCC and willingness to travel across SGCH offices and sites.