Program Manager

**Organisational Environment**

For more than 100 years, Scouting has enabled young people to participate in outdoor adventure activities and push personal boundaries, developing their resilience, confidence, and leadership capabilities. Scouting is shaping the future by giving young people the opportunities and the support to thrive and be heard.

The Baden Powell Activity Centre is an Outdoor Education (OE) and recreation facility providing schools and community groups with high quality OE programs and services specialising in outdoor and expedition-based activities.

Situated on 36 hectares adjoining Lane Cove National Park, the Baden-Powell Activity Centre offers flexible training facilities, adventurous activities, and cabin-style accommodation in a tranquil bush land setting only 25 kilometres from Sydney CBD.

**Purpose of the Position**

The Program Manager is fundamental in the contribution between operational requirements and strategic planning, working in collaboration with the existing Baden-Powell Team to deliver high-quality programming, customer engagement and training.

This position leverages the Activity Centre’s unique location to build capability to ensure the site can reach its full potential within the outdoor education market. With tangible goals and the full backing of Scouts NSW, the Program Manager will be integral to achieving results within NSW’s outdoor education framework.

Success will be realised through (but not limited to) delivering exceptional educational camp programming and delivery coupled with exploring training opportunities, both in house for Scouts NSW and externally. Ongoing and continual improvement through this position will be crucial to adapting to market needs and organisational priories.

**Responsibilities & Duties**

**Day to Day Operations**
- Work collaboratively with Centre Manager to ensure all existing bookings are appropriately resourced.
- Ensure all camps are resourced with necessary equipment and all equipment is of a safe and working standard.
- Coordinate and oversee all group activity programs, training-based programs, and journey-based experiences from enquiry to completion.
- Continually liaise with Centre Manager for bookings and their subsequent coordination.
- Commit to driving excellence of the Activity Centre educational offering with customer satisfaction at the forefront of everything it does.

**Customer Experience**
- Work with colleagues to provide the absolute best experience for all clients to deliver fun and educational outcomes to the best of their ability.
- Provide an activities and training experience, which meets the needs and high expectations of our visitors and guests, and to ensure compliance with industry policies, standards, and procedures.
- Establish, maintain, and develop collaborative relationships with Scouts NSW stakeholders, and partners with these groups to deliver exceptional experiences for the organisation.

**Business & Program Development**
- Ensure Activity Standard Operation Procedures (SOP’s) are read and signed off as read and understood.
- Check and collect Liability Release Forms from all participants from Groups that are participating in activities (this is not required for Scout Member Groups).
- Continually develops and creates new programming that is suitable and desirable for the educational and commercial market.
- Develop outdoor education programming that is contemporary and responsive to client needs.
- Stay up to date with industry knowledge and current curriculum developments and changes to provide the best linkages in the educational sector.
- Continually train and provide professional development with facilitation employees to ensure quality control and best practice delivery.

**Team Leadership**
- Lead by example ensuring all programs are delivered at a high standard and all back up work is completed seamlessly.
- Frequently collaborates with colleagues to develop new opportunities and programs to better the activity centres offering.
- Monitor, review, and provide regular feedback to Activity Instructors about their performance and effectiveness.
- Identify staffing needs and develop teams of Casual Activity Instructors to facilitate programs.
- Train and induct Activity Instructors per the operating procedures for activities they run.
- Manage expenditure on activities consumables to budget.
- Set Activity Instructor rosters in accordance with the staff ratios developed for each program.
- Lead and coordinate Baden Powell Activity Centre programmes and employees including:

- establishing a strong team culture.
- overseeing and advising on the methods and processes used to deliver services and prioritising requests for assistance from the site employees.
- overseeing and advising the Activity Instructors on their key work areas.
- advise and assist Activity Instructors with customer service problems; resolve complex or escalated customer issues or difficulties.
- Ensure quality and t