Service Manager/ Respite

5 days ago

Brisbane, Queensland, Australia at Full time
Overview

Your Organisation: On behalf of our client, we are seeking an experienced and resilient Emergency Respite Coordinator to lead and support a team of 12 Carer Emergency Respite Planners. This is a unique leadership opportunity within a family and carer support organisation that provides crisis and emergency respite to carers, families, and individuals across Queensland and NSW. You'll be joining a fast-paced, high-demand environment where your leadership, sector knowledge (NDIS, aged care, child safety), and people management skills will directly impact the lives of carers and families in need.

The Role

As the Emergency Respite Coordinator, you will:

  • Lead, manage, and mentor a team of 12 Emergency Respite Planners delivering crisis and after-hours support.
  • Collaborate with consortium partners and community providers to ensure services are accessible and effectively delivered across all service areas.
  • Oversee day-to-day operations, ensuring service quality, compliance, and timely outcomes.
  • Manage rostering, ticket allocation, and workload distribution across a hybrid workforce.
  • Ensure service delivery meets compliance requirements and mandatory reporting obligations.
  • Provide escalation support for complex and high-risk cases (NDIS, aged care, and child safety).
  • Drive culture change, establish boundaries, and build accountability within the team.
  • Report regularly to the Strategic Lead on service outcomes, risks, and team performance.
Your Profile

To succeed in this role, you will have:

  • Proven leadership experience – managing, coaching, and holding teams accountable.
  • Industry knowledge in NDIS, aged care, child safety, or similar complex service environments.
  • The ability to remain calm, resilient, and thick-skinned in a high-pressure, crisis-response environment.
  • Experience navigating challenging team cultures while driving positive change.
  • Strong operational management skills, with confidence using CRM/ticketing systems.
  • Excellent communication skills and the ability to work with diverse stakeholders.
What's in it for you?
  • $102,000 + Super + Salary Packaging (SCHADS Level 6.1)
  • Full-time, permanent role (8am–4pm or 9am–5pm)
  • Based in Upper Mount Gravatt (Minimum 4 days on site, flexible hybrid options considered)
  • Join a well-supported program with strong leadership oversight and investment in professional development
  • Opportunity to make a real impact in a critical service space supporting families and carers in crisis
Skills, Systems & Qualifications
  • Tertiary qualification (minimum Diploma) in a relevant field, with 3+ years' leadership experience in the community sector
  • Degree-level qualifications in a related field highly regarded
  • Proven success in high-volume operational environments
  • Strong IT and systems capability, with experience using Carelink (CRM), Zendesk (ticketing), Microsoft Suite, and RingCentral (telephony)
Mandatory checks
  • National Police Records Check (within last 12 months)
  • Blue Card
  • Yellow Card
  • Completion of the NDIS Code of Conduct Orientation Module
  • Right to Work in Australia + 100 points of ID

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