Practice Improvement Manager

Settlement Services International (SSI Group) is a community-based organisation and social business that supports newcomers and Australians to achieve their full potential. Taking an integrated approach how everyone can thrive within the community in which they live and the wider Australian society, we support children, young people and families; people living with disability; and asylum seekers, refugees and migrants. Our programs include facilitating employment, multicultural foster care, creating community engagement, advocacy, and influencing government and international affairs and provide though leadership within our sector nationally and globally.

About Us
SSI is a national not-for-profit organization providing dedicated human and social services to a diverse Australia. With community at the heart of everything we do, our purpose is to create a world in which everyone has access to equal opportunities,
SSI supports individuals, children, families and communities via a range of vital human services from settlement support of newcomers and refugees through to programs in employment and education and health wellbeing and social supports for all Australians, new and old.

About the Team
The Program supports newly arrived humanitarian entrants and other eligible clients to integrate into Australian life by building the skills and knowledge they need to become self-reliant and active members of the community. Key needs-based services available under HSP include, airport reception, short-term accommodation, referral to mainstream and specialist support services, connections to local community groups and activities, assistance to find long-term accommodation, assistance to learn English, gain employment and access education and training, assistance to manage health assessment, follow-ups and appointments and accessing family support services and orientation to Australia, including our values and laws.

About You
The HSP Manager - Practice Improvements will focus on program performance improvement.
The function will work collaboratively with other HSP Managers and team leaders in reviewing, monitoring, and implementing best practice in case management ensuring consistent and quality service delivery across HSP teams.
This role will oversee review of service delivery, practices, client feedback, training, and development needs of Team Leaders and frontline staff in collaboration with HSP managers and SSI’s learning & development team. The function will also review and monitor risks, safety and compliance and provide recommendations to Managers in providing required support and guidance to team leaders and frontline staff.

**Responsibilities**:

- Provide leadership, guidance and support to Direct Reports including direction, advice, coaching, mentoring, motivation and individual performance monitoring and development
- Provide leadership, guidance, and specialist support to the Team Leader(s) with regards to ongoing policy and procedural guidance on HSP
- Provide direct input and support to Team Leader(s) on the recruitment, on-boarding, training, and performance improvement/management of staff.
- Follow-up on client complaints and feedback, including NPS survey feedback, desktop review & client contact feedback from the funding body, formal and exit review and client satisfaction survey.
- Work collaboratively with other managers in the Program, to drive a culture of continuous improvement and accountability by ensuring analysis of quality of service across all deliverables using evidence-based approach, and performance improvement strategies.
- Support line manager to ensure compliance with HSP contractual requirements.

Please ask us for a copy of the PD for the full responsibilities.

Essential Criteria
- Bachelor of Social Work, Bachelor of Psychological Services or equivalent
- 3-5 year experience working with CALD communities in human service and/or social work space.
- Proven Leadership Experience delivering and/or overseeing delivery of case management to CALD communities.
- Strong background in Monitoring and Reporting
- Critical thinking, Analytical and negotiation skills

About our Benefits
- Salary packaging options to receive up to $15,900 of your salary tax-free meaning more take-home pay
- Industry leading flexible working arrangement supported to work from home and office, including 9-day fortnight;
- Access to in-house training and learning opportunities for professional development and growth.
- Access to our inhouse wellbeing programs
- Working alongside professional and dedicated team members all wanting to make a difference in our communities

About our Recruitment Process
At SSI we have a zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers.

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