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Service Delivery Manager

4 months ago

Brisbane, Australia DVConnect Full time

**Service Delivery Manager (Response and Accountability)**
- At DVConnect, our aim is for all relationships to be free from domestic, family, and sexual violence (DFSV). Currently we provide a state-wide response across Queensland through our Womensline, Mensline and Sexual Assault Helplines to meet the safety needs of those impacted by domestic and family violence. This position leads this program._
- We also provide specialist counselling support across Australia within the national 1800RESPECT program which is a 24/7 service offering free, high-quality, inclusive, accessible, and responsive expert support through confidential information, resources, and counselling. _

**YOUR OPPORTUNITY**

This is a position, reporting to the Director Client Services (Response & Accountability) and holding responsibility for quality service provision for the state-based programs (Womensline, Mensline and the Sexual Assault Helpline). It is an opportunity to contribute to service design and implementing innovative supports that enhance current and future service delivery. We are looking for a person who is passionate about our role in eradicating DFSV and demonstrates alignment to our values, which underpin all we do here at DVConnect. Operationally you will provide strong leadership of all service delivery and program activities, in line with our contracts and framework, whilst developing and supporting a team of skilled leaders and practitioners.

This will be achieved by:

- Managing the day-to-day operations of the program to meet contract obligations, operational goals and service framework.
- Contributing to the ongoing development and implementation of the service model to ensure timely, high quality and accessible services are provided.
- Mentoring, developing, and supporting leaders and staff to maintain a collaborative and engaged team of highly skills practitioners.
- Maintaining high quality clinical skills through your engagement with leaders and staff in supporting and guiding with more complex service delivery requirements.
- Overseeing a trauma-informed approach to practice and service delivery methods.
- Being able to maintain and establish effective and collaborative working relationships with a variety of external stakeholders.
- Being available for on-call after hours as required.

**REQUIREMENTS FOR SUCCESS**
- An experienced leader of people, professional teams, and programs in a complex and demanding environment.
- Proven track record of leading and supporting organisational change initiatives.
- Experience in virtual/telephone counselling services essential.
- Able to lead, follow and feed into best practice clinical guidelines and protocols to support continued service enhancements.
- Demonstrated evidence of a working style that is committed to working independently and as part of a team and a strong level of initiative.
- Ability to communicate effectively and sensitively with government and non-government agencies and women, children, and men from a diverse range of social and cultural groups, particularly Aboriginal and Torres Strait Islander families and communities.
- Demonstrated ability to work in a challenging and demanding environment, managing competing demands and maintaining composure in times of pressure and maintain effective engagement strategies.
- Ability to engage in and encourage a positive and supportive team culture in a fast-paced work environment.
- Demonstrated high level decision making, planning, organisational and problem-solving skills.
- Highly developed interpersonal and communication (written and verbal) skills with a positive and flexible approach.
- Strong problem-solving skills and use of highly developed professional judgement.

**QUALIFICATIONS & EXPERIENCE**

In addition to the above, it is essential that you have:

- A tertiary degree (of minimum 3 years duration) in Social Work, Psychology, Counselling, or relevant field.
- Minimum 4 years specialist counselling experience supporting clients impacted by domestic, family and/or sexual violence.
- Minimum 3 years demonstrated practice leadership, understanding services systems and outcomes and experience overseeing large teams.

**OUR CULTURE**
- Family friendly workplace.
- Flexible work practices.
- Innovative and inclusive culture to ensure you feel a valuable member of the team and opportunities for continuous professional development.
- Commitment to safety and well-being of each other and the people using our services.
- Value and respect cultural and social diversity.
- Open to ongoing learning, growth, and continuous improvement of services.

**YOUR BENEFITS**
- The role is paid on the Social, Community, Home Care and Disability Award on Community Services Level 7 with above award provisions including a variety of leave.
- Competitive salary packaging arrangements.
- EAP support and Professional Clinical Supervision provided.
- Regular well-being initiatives.

**INTERESTED? APPLY ONLINE TODAY**
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