Support Coordination Lead

SGCH; Sydney; Hybrid; AUD 129,000 - 135,000; Full time

Benefits offered by this job

35-hour work week

NFP salary packaging

Learning and development support

Health and wellbeing benefits

Paid parental leave

Hybrid work arrangements

Job summary

SGCH in Sydney is seeking an experienced Support Coordination Lead to shape and grow our support coordination function. You will lead a team of Coordinators, oversee complex cases and strengthen external networks to ensure vulnerable customers access the services they need.

Reporting to the Head of Customer Voice, you will drive practice standards, partnerships and continuous improvement, delivering customer-centred outcomes across SGCH offices and sites.

Qualifications

• Leadership experience in support coordination or community services.
• Proven ability to drive service improvement and change initiatives.
• Strong stakeholder engagement with NSW Driver Licence and WWCC.

Responsibilities

• Lead the Support Coordination function to improve wellbeing, tenancy sustainment and social inclusion outcomes.
• Build a high-quality service framework and practice standards.
• Lead service improvement initiatives and operations excellence.
• Develop partnerships with government, health and community organisations.
• Coach and escalate complex and high-risk customer matters.
• Oversee workforce planning, performance and budget management.

Skills

Leadership

Stakeholder engagement

People leadership

Trauma-informed practice

Education

Relevant tertiary qualifications in Social Work or related field

Job description

Salary: $129,458.93 - $134,868.97

Job Type: Permanent - Full Time

Location: Sydney, NSW

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 to build a team where diversity, inclusion and connection are at the heart of what we do.

As a leading not-for-profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive environment and building a team that reflects the diversity of the communities we connect 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 but you’re not sure you tick every box, we still encourage you to apply. Your passion and potential matter.

Join us in creating sustainable, connected communities where everyone feels a sense of belonging and are empowered to thrive.

What We Offer

• Competitive package – 35-hour work week with 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 – Real opportunities to grow your career with a focus on internal promotions, inhouse learning and development and study assistance support
• Health and wellbeing benefits - Corporate discounts with Flare for everyday savings, Reward and Recognition program, access to a free 24/7 Employee Assistance Program (EAP) for you and your family
• Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave
• Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well-located offices close to public transport

Job Description

About the role and 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

Essential Criteria

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 delivery environments, with a strong understanding of trauma-informed, recovery-oriented and person-centred practice.
• Proven ability to drive service improvement, operational excellence and change initiatives, using data, insights and sound problem-solving skills to improve customer and service outcomes.
• Highly developed stakeholder engagement and partnership management skills, with a current NSW Driver Licence, WWCC and willingness to travel across SGCH offices and sites.