Service Delivery Coordinator

North Queensland Combined Women's Services Inc

About Us :

The Women’s Centre is a long-established, well-known, and rapidly expanding community service that has been advocating against gender-based violence for over 40 years. As our service continues to grow, we are seeking a Service Delivery Coordinator to join our leadership team.

The Women's Centre has lead the way with partners including QPS, Townsville Hospital and Health Service and the Office of the Department of Public Prosecutions in establishing the unique 24 hour Sexual Assault Response Team (SART) in Townsville. SART advocates and leads the development of practice excellence throughout the state. We also provide Women's Health counselling and a Specialist Homelessness Service which is one of two services providing an Immediate Housing Response to women and children in Townsville.

Organisation

The North Queensland Combined Women's Services Inc. (NQCWS), known as The Women’s Centre, operates from a broad feminist perspective and is welcoming of all women. The Women’s Centre recognises that the sociopolitical environment has a direct influence on the experiences of women in society and disadvantages their access to opportunities and resources. The Women’s Centre embraces a strong commitment to social and political change to support the safety and wellbeing of all women, and seeks to understand the diverse experiences and realities of women accessing the service.

The Women's Centre offers a Specialist Homelessness Service, a Women’s Health Service and a Sexual Assault Support Service, which is a key partner within the Sexual Assault Response Team – Townsville Region. The Women's Centre provides trauma and violence informed therapeutic counselling, crisis support, holistic and practical case management support, advocacy, information and referrals to other support services, and therapeutic and social inclusion groups. Services offered may be centre-based, mobile, outreach and/or co-located in other locations as appropriate.

The Women’s Centre aims to promote meaningful personal, social and political change by validating women's experiences, advocating for women's rights and working towards the prevention of gendered violence through awareness raising, community education and social action.

About You :

- Bachelor level qualifications in a relevant discipline (e.g., Social Work, Psychology, Human Services, Community Services or equivalent). Post-graduate qualifications or additional professional development in Community Services, Human Services and/or Business Management will also be highly regarded.

Essential Registrations:

- Current Working with Children Blue Card.
- Right to Work (Australian/New Zealand passport; Australian/New Zealand Birth Certificate or Citizenship Certificate or International Passport & Visa)

Position Summary :

Reporting directly to the Chief Executive Officer, this pivotal role will oversee the design, development, and delivery of our service programmes. You will lead and support our Service Delivery Team Leaders, ensuring high-quality outcomes and programmes that deliver the greatest impact for women who access our service.

The Service Delivery Coordinator has primary responsibility for Service Programme design, development and delivery at The Women’s Centre, ensuring all programmes are delivering required outcomes and having the greatest impact for women who access our service.

Reporting to the CEO and working closely with the Business Administrator, the Service Delivery Coordinator works strategically, collaboratively and supportively to oversee service delivery teams at The Women’s Centre.In doing so, the role develops a supportive and safe work environment and enables high quality direct service delivery.

Key Requirements :

- Specialised skills, knowledge and provision of high-level advice in the use of appropriate methodologies and techniques and interventions to achieve outcomes for women requiring support.
- Significant knowledge and experience gained of procedures, protocols and legislation applicable to sexual assault support, women’s health and homelessness support and the community services sector.
- Minimum 5 years of relevant management experience, overseeing teams and similar welfare community programmes, including relevant financial and business awareness.
- Experienced people leader with previous oversight of employment and safety standards and achievement of high levels of employee safety, engagement, performance and satisfaction.
- Commitment to the achievement of quality outcomes and experience in the implementation of quality control activities, preferably under the HSQF framework.
- High level of computer literacy, including working knowledge of standard Microsoft Office 365 suite + systems.

Job Responsibility :

This role will be required to participate in a roster supporting the Sexual Assault Response Team and may be occasionally required to work outside of normal working hours.

Responsibilities

- Lead, manage and oversee all service programmes and meet the requirements of service agreements with relevant Government Departments and funding bodies.
- Apply strategic and operational managerial and line management knowledge and experience to work towards achieving the organisational objectives of NQCWS.
- Demonstrate specialised community, social and human services knowledge, skills and commitment to social justice and feminism and foster an environment dedicated to the celebration and promotion of feminist principles.
- Work alongside and support the CEO in providing responses to whole of sector legislation and practice reform.
- Lead and contribute to the quality system continuous improvement across the organisation.
- Work collaboratively with Human Resources to provide effective leadership, supervision, support, HR direction and strategic guidance to service Team Leaders and their respective teams.
- Be aware of personal safety, psychological and stress levels within self and others, and take appropriate action where necessary.
- Take all reasonable care to ensure the safety and health of self and that of others and comply with and promote all instructions given to safely carry out all duties, in accordance with Workplace Health and Safety policies and procedures and relevant legislation.

Duties

- Provide specialised community and social services (specifically in relation to Homelessness, Sexual Assault Support, Domestic and Family Violence and Women’s Health and Wellbeing) advice and oversee the development, implementation and evaluation of all service programmes to ensure continuous improvement and best practice.
- Ensure compliance with all practice standards, funding requirements and relevant legislation.
- Develop specialised solutions to improve organisational capability and responsiveness to meet the diverse and complex needs of women who use our service. Engage with the community to support women to navigate both the social and criminal justice systems and seek opportunities to support whole of service sector responses.
- Design, implement, monitor, and evaluate outcome measurement tools and social impact of funded programmes across service agreements in line with organisational strategic and operational planning.
- Prepare and submit reports to key stakeholders, as well as programme modelling and analysis to support strategic and operational planning and systemic advocacy.

Leadership and Collaboration

- Work closely with the CEO to provide line management, support, advice, and direction to service Team Leaders and the Interagency Coordinator of the Sexual Assault Response Team (SART) in relation to service programme development, management and evaluation.
- Work collaboratively with Team Leaders and the Interagency Coordinator of SART to resource, mentor, coach and develop a culturally safe and critically reflective organisational team culture that centres women, applies The Women’s Centre’s organisational practice values, and ensures the delivery of exceptional service programmes across all services.
- Identify, establish, develop and maintain effective relationships with key stakeholders including participating in the Sexual Assault Response Team in collaboration with the CEO.
- Represent The Women’s Centre and its programmes appropriately and professionally to the community.

Capacity, Professional Development and Team Building

- Develop, implement and review service systems and programme related policy and procedures that promote best practice and support organisational needs and growth.
- In conjunction with Human Resources, coordinate and implement workforce development and capacity building activities.
- Oversee the professional development and in-service training calendar for all staff reporting through to the role, and design and implement team building activities, policy and practice development frameworks.
- Implement strategies to support a culturally safe and critically reflective team culture that inspires and strengthens skills, knowledges, practices, and support for all staff to achieve individual and organisational goals.
- Deliver, support and review of The Women’s Centre’s induction, training and support to new staff and work collaboratively to respond to any organisational issues identified.
- Utilise performance appraisal and planning processes to provide leadership, supervision and support to service delivery Team Leaders.
- Provide leadership, support and mentoring to Team Leaders to provide effective performance management practice with individual in their teams.
- Identify areas for continuous improvement and work collaboratively to address these issues across all programme areas and all service sites.

Governance, Risk and Compliance

- Support the CEO and Business Administrator in the implementation and review of The Women’s Centre’s Work Health and Safety and risk management planning in responding to and managing psychosocial hazards.
- Provide critical incident response support, training and debriefing with service teams across service sites as required.
- Conduct regular monitoring, review and development to ensure organisational legislative and contractual compliance requirements are fulfilled in relation to general service delivery.
- In collaboration with Team Leaders and Business Administrator, review and develop organisational policies and procedures relating to general service delivery in preparation for review and ratification by the Management Committee.

Administrative

- Actively participate in staff meetings, reflective practice, and whole of staff group supervision and team building activities.
- Actively participate in accessing external supervision and professional development and training as required/appropriate as negotiated with the CEO.
- Actively promote a team culture that is supportive, accountable, transparent, and self- reflective, and which supports a high level of ethical and responsive practice.
- Advocate on behalf of The Women’s Centre as determined by the staff, CEO and/or Management Committee.
- Participate in organisational planning, review, and evaluation, including strategic and operational planning.
- Assume responsibility for the implementation and adherence to human resource processes for areas of responsibility as required.
- Where possible and appropriate, be actively involved in project development including the acquisition of funds.
- Provision of input into the development of funding body service agreements, as required.
- Collection and oversight of relevant reporting data for the funding body and completion of other reporting requirements including monthly reports to CEO/Management Committee and programme input into the Annual Report of the Association.
- Development of collaborative, purposeful, and respectful relationships with workers and actively participate in collaborative decision-making.
- Participation in the evaluation and documentation of the work undertaken.

Other Duties

- Other duties as reasonably required within the scope and skills of this position.
- Be required to act in the CEO role from time to time

Award Classification

- Commensurate with experience under the SCHADS Award 2010 - Level 8.

Responsible to

- CEO

Job Functions :

Social Worker

Job Benefits :

What We Offer:

- Remuneration in accordance with the SCHCADS Award 2010 – Level 8
- Above-award entitlements including additional annual leave and personal/carer’s leave
- Relocation assistance may be available for the right candidate

Selling Point :

Join a Leading Community Service Making a Difference in Townsville

Contact :

Company: North Queensland Combined Women's Services Inc

Date listed: 2025-09-16 00:16:54

Location: Townsville region

Salary: $129,205.44 to $134,295.20 SCHCADS Award Level 8

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