Operations Manager, Client Services Sydney

About the role
- Foster an inclusive, affirming, and effective service through team and community collaboration.
- Play a vital role in the development and delivery of ACON’s support services.

About the Client Services Division

The Client Services Division delivers trauma-informed individual and group support services to people living with or affected by HIV and/or people of diverse genders and sexualities (LGBTQ+ people). These services can include Intake, Care Coordination, Counselling, Mental Health Peer Work, Home-Based Care and Group Work.

Ok, so what’s the role?

The Operations Manager is responsible for overseeing all the operations of these services, across the course of the client journey, from service enquiry to service exit. This involves planning, developing and implementing operational processes and procedures of all funded services to optimise efficiency and ensure the ongoing delivery of safe, high-quality, inclusive and affirming services. This role will also work closely with other leaders and staff in Client Services (Sydney and the Regions) and other divisions (such as Community Health or HIV and Sexual Health). You will:

- Lead the delivery of services aligned to ACON’s model of care, evidence-based service models and user-journeys with a clear focus on safety, inclusive and affirming services for all community members.
- Contribute to the development of ACON’s Safety and Quality Governance Framework for Client Services - and associated policies, processes, and procedures - and lead their implementation.
- Ensure the Client Services division partners with clients and community in the co-design, development, delivery and improvement of services - monitor and respond to client feedback.
- Develop and maintain collaborative partnerships with other healthcare and community services providers to ensure integrated care pathways for LGBTQ+ people and people living with HIV.
- Provide regular line supervision and performance management for direct reports; offer support and debriefing to staff in the division and drive learning and development opportunities.

Who are we looking for?
- Someone with a Professional qualification in Social Work, Counselling, Occupational Therapy, Psychology or Peer Work and registration with the relevant Professional Body (e.g. AHPRA, AASW, CWA).
- Someone with experience managing an allied health or multi-disciplinary team, and in the delivery of individual supports services (e.g. care coordination or counselling) within a community health service or similar setting.
- Someone with proven ability to implement quality frameworks, manage risk, and lead continuous improvement processes in a healthcare or community service context, including compliance to clinical standards.

What else can we tell you?

ACON provides a colourful, nurturing, and fun workplace. Our employees and volunteers are the foundation for our ongoing effectiveness and for our capacity to deliver innovative community engagement and health promotion programs and initiatives for our communities.
- Flexible working arrangements.
- Generous learning and development opportunities.
- Potential for tailored mentoring opportunities.
- Supportive working environment with a knowledgeable and friendly team.

We provide a flexible and supporting working environment. You’ll be part of the Client Services Division, a highly varied team providing multi-disciplinary care, including counselling, peer support, and home-based care to ACON’s Gadigal/Sydney community.

What’s the remuneration and working details?

**Salary**: $124,777 (_Gross per-annum, PLUS_ S_uperannuation and Leave Loading_) - commensurate with skills, qualifications, and experience.

Location: ACON’s Gadigal/Sydney Office, with flexible working options a possibility (away from the office).

Hours: Full-Time (76 hours per fortnight) on a 2-year fixed term contract, with the possibility of extension.

We offer flexible working arrangements and a generous array of benefits and entitlements often above the National Employment Standards (NES) including:

- Salary Packaging up to $35,000 gross up value (i.e., currently up to $15,900 Expenses + $2,650 Meals, tax free).
- Generous pro-rata leave entitlements - including up to an extra week of paid leave for full time employees to be taken during our Christmas and New Year’s shutdown period.
- Employee Assistance Program (EAP) - access to a comprehensive counselling service free to employees.
- Access to discounted unique accommodation experiences to improve employee health and wellbeing.

Why You'll love working here

**Work from home**:
**Professional development assistance**:
Position Description : PD - Operations Manager, Client Services Sydney (April 2025)

We’d love someone who has experience already in this area but people at all levels of experience are absolutely welcome to apply. We highly encourage Aboriginal and Torres Strait Islander people, people from CALD backgrounds, people with disabili