Services Manager

• Reports to:

Director of Programs
- Location:

Hybrid, Brookvale office with occasional national and international travel required
- Position Type:

Part Time FTE)
- Term:

12 months

Our Vision:

Sustainable global health solutions for childhood dementia.

Childhood Dementia Initiative (CDI) is driving world-first action for every child and young person living with dementia so that we may achieve the following outcomes:

• Treatments and cures available for children with dementia;
• Access to equitable and quality care for children with dementia and their families; and
• Childhood dementia is a global health policy priority.

Our Values:

Our work is guided by our values: Bold, Transparent, Flexible, Amplify & Unite

Position Purpose

The Services Manager is responsible for leading the development and delivery of high-quality, digitally-enabled information and support services for families affected by childhood dementia, with health professionals as secondary connectors. This new role will focus on building a service delivery ecosystem from the ground up, establishing foundational infrastructure, systems, and partnerships needed for comprehensive service delivery. The position will include, but not be limited to, co-designing services with families, leveraging emerging technologies for personalised support, and creating seamless pathways between CDI services and external providers. The role demands significant experience in service delivery operations and exceptional relationship management skills to create an integrated service ecosystem that transforms support for families navigating childhood dementia. The role requires empathy for the children with dementia and the families that care for them to develop an understanding of the information and service gaps that need to be addressed. 

Core Accountabilities

1. Service Development

• Develop and enable the vision for a digital information and support hub
• Oversee the design and implementation of direct support services for families, commencing with an Online Community and Peer Connections Program
• Enable a seamless experience between families and appropriate services delivered by other providers (e.g. Dementia Support Australia)
• Develop new service offerings based on identified family needs and CDI strategy

2. Service Delivery

• Define requirements of a comprehensive digital information and support hub in partnership with technical teams
• Drive innovation in digital service delivery while maintaining human-centered design principles
• Develop and maintain service quality standards and evaluation frameworks
• Deliver and evaluate service pilots
• Monitor service delivery outcomes and implement continuous improvement processes
• Ensure services are accessible to diverse communities

3. Infrastructure, Quality and Safety Systems

• Establish comprehensive backend processes, data governance frameworks, and safety protocols for service delivery
• Ensure relevant policy frameworks covering safeguarding, privacy, complaints handling, and service user rights and quality standards are in place
• Design data collection systems and reporting frameworks in collaboration with the Digital Specialist
• Implement compliance and regulatory frameworks ensuring service delivery meets all safety and quality requirements
• Establish risk management protocols and incident response procedures for service operations

4. Communications and Engagement

• Develop and oversee comprehensive communication strategies for family and health professional audiences to ensure high reach and access
• Oversee new content creation and resource development
• Collaborate with internal communications teams to ensure consistent messaging across all service touchpoints

5. Family and Stakeholder Relationships

• Work closely with the Manager - Family Advocates Program in co-design phases and continuous service delivery improvements
• Develop service level agreements with external service providers and referral partners to enable seamless referral pathways
• Collaborate with internal teams including Digital Specialist to ensure coordinated service delivery

6. Management and Leadership

• Apply project management techniques including planning, budgeting, reporting, risk management, and resourcing
• Coordinate multiple workstreams across service development, technology implementation, and partnership establishment
• Prepare reports for the CEO, Board, and external stakeholders on service outcomes
• Analyse service program effectiveness with data-driven insights for continuous improvement
• Work in partnership with the development team to cultivate funding relationships for service initiatives
• Support fundraising activities with service expertise, including grant applications focused on service delivery
• Contribute to strategic planning for long-term service sustainability and resource requirements

Required Capabilities

Technical

• Service design and co-design methodologies
• Quality assurance frameworks and safety protocol development
• Data governance, privacy frameworks, and compliance systems
• Policy development for service delivery and safeguarding
• Healthcare and social service system knowledge
• Project management and system implementation
• Budget management and resource allocation
• Strategic communications and audience segmentation

Professional

• Service delivery expertise
• Project management expertise
• Relationship development and management
• Communication strategy development and execution across diverse audiences
• Problem-solving and analytical skills
• Cultural competency and inclusive practice

Behavioural

• Mission-driven with commitment to driving change
• Results-focused with attention to detail
• Innovative and adaptable mindset
• Empathetic approach to lived experience integration
• Excellent communicator with ability to translate complex service concepts
• Self-motivated with ability to work independently

Experience Required

• Bachelor's degree in Social Work, Health Sciences, Nursing, Public Health, or related field
• 5+ years' experience in service delivery, healthcare systems, or technology-enabled service delivery
• Demonstrated experience in co-design processes and family-centered service development
• Strong project management experience with complex, multi-stakeholder implementation projects
• Experience in quality assurance, compliance frameworks, and safety protocol development
• Energy, drive, creativity, and passion for supporting families
• Ability to self-manage and determine best course of action in complex service situations
• The right to reside and work in Australia

Experience Required

• Impact:

Contribute to a groundbreaking cause with a direct impact on the lives of children and families affected by dementia.
- Growth:

Opportunities for professional development and career advancement within a growing organisation. Our horizons include National and International impact.
- Flexibility:

We value work-life balance and offer flexible work arrangements. This role allows for a hybrid work setup with the flexibility to work remotely.
- Culture:

Be part of a passionate, dedicated team that values innovation, collaboration, and excellence.

How to apply

Please submit to Melanie Orr, via the prompts,

• Your resume, and
• A cover letter telling us what makes you the ideal person for this role, as well as addressing the selection criteria.