Residential Community Program Manager

Make a meaningful difference in the lives of Australians in need as a Residential Leader. In this rewarding role, you will play a vital leadership role in establishing and delivering high-quality support services for adults experiencing homelessness or disadvantage.

This is an on-site position in a 24/7 residential setting where you will work under the general direction of senior leaders to support clients, guide employees, and ensure consistent service delivery in line with our values and program goals. You will be the first point of contact for resolving client-related issues, providing expert advice, and maintaining a safe, supportive environment for both tenants and staff.

With a proven ability to lead with empathy, integrity, and accountability, you will help cultivate a culture of trust and respect among your team members and the community we serve.

• Lead, motivate, and coach the team to deliver high-quality, client-centred services, fostering a high-performing, collaborative, and client-focused team environment.
• Provide direct supervision, guidance, and performance management for case management staff to ensure they have the necessary skills and knowledge to provide effective support to clients.
• Manage a caseload while supporting staff with complex casework and risk planning to ensure that clients receive comprehensive and timely support.
• Coordinate intake, assessment, and case management processes to ensure consistent service standards and efficient use of resources.
• Build and maintain strong relationships with partner agencies, community housing providers, and community stakeholders to enhance service delivery and promote collaboration.
• Oversee service operations, including shift/roster management, reporting, and compliance with program guidelines to ensure that services are delivered safely and effectively.
• Contribute to continuous quality improvement by reviewing and enhancing service delivery practices to meet the evolving needs of our clients.
• Provide on-call support on a rotational basis to ensure that clients receive 24/7 support and guidance.

As a Residential Leader, you will have the opportunity to make a real difference in the lives of Australians in need. If you are passionate about leading a high-performing team and delivering exceptional client outcomes, we encourage you to apply for this rewarding role.

• Provide expert advice and support to clients to help them achieve their goals and improve their overall well-being.
• Develop and implement individualised support plans to address the unique needs and circumstances of each client.
• Work collaboratively with other teams and stakeholders to ensure that clients receive comprehensive and coordinated support.

• Lead, motivate, and coach the team to deliver high-quality, client-centred services.
• Provide direct supervision, guidance, and performance management for case management staff.
• Manage a caseload while supporting staff with complex casework and risk planning.
• Coordinate intake, assessment, and case management processes to ensure consistent service standards and efficient use of resources.

• Oversee service operations, including shift/roster management, reporting, and compliance with program guidelines.
• Contribute to continuous quality improvement by reviewing and enhancing service delivery practices.
• Provide on-call support on a rotational basis.

To succeed in this role, you will need:

• Relevant degree in community services, social work, or related field; or equivalent qualifications/experience.
• Minimum 3 years' leadership experience in multidisciplinary teams within residential, housing, AOD, mental health, or similar community service settings.
• Skilled in mentoring and motivating staff; with a focus on professional growth and team cohesion.
• Demonstrated expertise in person-centred case management, assessment, and support planning for vulnerable people.
• Experience engaging with Aboriginal and Torres Strait Islander peoples and communities in a culturally responsive way.
• Deep understanding and proven ability to work effectively with people experiencing AOD issues, mental health challenges, family and domestic violence, homelessness, and complex behaviours.
• Strong organisational, administrative, and case management skills; including maintaining accurate client records.
• Ability to remain calm under pressure, hold strong professional boundaries, and manage competing priorities.
• Experience engaging with diverse stakeholders and managing expectations in a high-demand environment.
• Therapeutic Crisis Intervention (TCI) Certificate; or willingness to obtain.
• First Aid and CPR Certification.
• Current and Full driver licence with no restrictions.

Before starting work with us, you will need to undergo a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.

We offer a range of employee benefits, including:

• Rewarding work – every day you know you're making a real difference.
• Not-for-profit salary packaging, reducing your tax.
• Extra leave, including an additional public holiday, an extra annual leave day on your work anniversary, and the opportunity to purchase further annual leave.

Our innovative and inclusive culture will ensure you feel valued at [Company Name] as you help Australians in need and develop in your career.

We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.

We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds—gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation—to submit an application. We aim to make our recruitment and employee experience as accessible and inclusive as possible. Whoever you are, if you're skilled and actively support our purpose and values, you would be welcome at [Company Name].

We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us.