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
SSI is funded by the Department of Home Affairs to deliver the Humanitarian Settlement Program (HSP) in the Sydney and Regional NSW Contract Regions.
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, gaining 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 Practice Improvement Manager will focus on program performance improvement. The function will work collaboratively with other HSP Managers and team leaders in reviewing, monitoring, and implementing best practices in case management ensuring consistent and quality service delivery across HSP teams.
The Manager Practice Improvement will oversee the review of service delivery, practices, client feedback, and audit results to then implement training and development needs to Team Leaders and frontline staff in collaboration with HSP managers and SSI’s learning & development team.

**Responsibilities**:

- Provide leadership, guidance, and specialist support to the Team Leader(s) with regards to ongoing policy and procedural guidance on HSP program changes.
- Contribute to the development, review, and implementation of HSP policies, procedures, and processes with a focus on case management (including intermediate deliverables and foundation settlement Services) service provision.
- Coordinate access to training for Team Leaders and frontline staff in collaboration with HSP Managers and SSI’s learning & development team as well as external agencies.
- Support HSP teams to develop relevant actions to improve service delivery based on client feedback.
- Specialist advice and support to HSP teams concerning Critical Incidents. Review CIRs, track and report trends in CIRs. Identify gaps in incident reporting and follow-up, supporting with training for the staff in consultation with HSP Managers.
- Contribute to content for policy and process improvement about improving outcomes regarding client incidents, complaints, and feedback
- Work collaboratively with other managers, to drive 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.
- Ensure staff work within funding and service agreement requirements through active monitoring and data/report analysis
- Contribute to the development of annual business plan that relates to the SSI Impact Strategy in consultation with the line Manager and leaders across the Program.
- Identify opportunities for the development of strategic partnerships with relevant stakeholders including other service providers and community groups.

Essential Criteria
- Bachelor/Masters of Social Work, Bachelor/Masters of Psychology or Qualification in other relevant fields.
- Demonstrated experience of 5 years in casework practice and/or management of casework in a human service and/or social work space.
- Proven Leadership Experience delivering and/or overseeing delivery of complex case management.
- Critical thinking, analytical and negotiation skills
- Experience of case management in leadership or managerial capacity in CALD c