About the role The Operations Manager is a senior role within the Community Services Division, reporting to the General Manager of Community Services. The position will lead branch reform initiatives that improve staff capability, including professional knowledge and skills training, psychosocial and burnout prevention, interpersonal development, and emotional resilience. The role drives reform and implements enhancements to program service models, aligning staff practice with ongoing improvements in models of care, including operating structures, systems, and supporting frameworks.

Duties - Lead the identification of skills gaps across the branch and implement an annual Practice Excellence Program with clear training linked to operational models of care. Document a Roadmap and corresponding projects in ProjectHub.

- Lead the development of Theories of Change for every program, strongly linked to the branch Agency & Empowerment practice framework and Digital Model of Care (DMOC).
- Lead the design and development of a structured client feedback framework, ensuring the client feedback encompasses the following:
- Monthly Individual Client-to-Staff Interaction Feedback.
- Quarterly Program/Model/Practice Feedback.
- Quarterly Specialist Service Gaps and Service Offerings Feedback.
- 6-Monthly Client Lived Experience/Demographic Profile Survey/Feedback.
- Annual Brand Reputation with Community and Key Stakeholders.
- Lead the development of operational systems and staff practice improvements to improve the program-to-program integration within the organization’s services as part of holistic client care.
- Lead the development of a DFV Operational Plan, with a strategic focus on improving current DFV response across the branch and growing DFV service delivery funds. Develop a Roadmap and corresponding projects on Project Hub.
- Lead working partnerships with universities and research institutes in specific practice and models of care–based research or evaluations.
- Provide one-to-one targeted coaching to Managers/Team Leaders in developing their change management, team culture improvements, and leadership capabilities.



Ensure all coaching is documented and facilitated through the organization’s Collective Coaching App, outlining specific goals, monitoring actions, and providing progress updates on their development. Deliver all coaching through an in-field coaching and mentoring approach that works side‑by‑side with Managers/Team Leaders in developing their capabilities, not a list of actions they must complete. All coaching utilises a "see", "show", "do", "review" approach.
- Complete the full cycle of monthly managerial requirements with all direct reports in the Mobnet system, including (1) Two‑way Feedback Survey, (2) Practice Supervision, and (3) Performance & Coaching.

Culture

Enjoy working in an organization that makes a difference in the community. Join our friendly and supportive Vulnerable Youth team that will help you grow personally and professionally.

Perks - Base Salary of $146,688 per annum (based on qualification and experience).

- Additional 12% Super plus access to salary packaging (increases your take‑home pay).
- Permanent full‑time position.
- Work for a leading Aboriginal and Torres Strait Islander, community‑controlled organisation. COVID‑19 Requirement Immunisation history showing you have received two doses of a Covid‑19 vaccine is encouraged. Required - Bachelor’s degree in a relevant social services field with at least four years of case‑management experience in family support, child protection, youth support, housing or a related field. OR - Diploma in a relevant community/services field with at least six years of case‑management experience in family support, child protection, youth support, housing or a related field. AND - Demonstrated ability to manage, analyse,



and interpret large data sets. Knowledge of database structures and management, along with sound data visualisation experience.
- Demonstrated ability to develop and manage large‑scale projects utilizing a project‑management framework.

Experience in leading change‑management initiatives.

- Ability to critique and problem‑solve related legislative grey zones, while managing organisational and child‑harm risks. Demonstrated ability to integrate knowledge across different business units, ensuring the fair treatment and voices of families are promoted while managing child‑harm risks.
- Demonstrated knowledge and experience in large team management, including directing staff workflow and client quality, leading and integrating corporate business functions across the team and negotiating cross‑branch trade‑offs and conflict management to achieve success. Forward plan operational constraints, team culture, and forecast 24‑month operational change priorities.
- Ability to support staff in applying sound social‑service and child‑protection practice reasonings to influence stakeholders (Child Safety, Schools, Hospitals, etc.). Inspire and lead a strong team‑working culture and sustain behaviour change by influencing others.
- Demonstrated ability to connect numerous internal ATSICHS programs and services to activate wrap‑around care for families, trade‑off and negotiate resources across the organisation and between other teams to achieve client impact.
- Demonstrated creative thinking to overcome operational challenges and barriers to program success and maximise client impact in medium‑long term. Problem‑solve general operational policies with autonomous decision‑making to enact client impact, adhering to client risk, safety, and quality standards.

Additional

Requirements - National Police Certificate.

- Current Working with Children’s Card (Blue Card) or be eligible to apply.
- Driver’s Licence.
- Evidence of Work Rights.
- Travel to work in the community on a regular basis.

📌 Operations Manager - Child Protection (Identified Role) (Brisbane City)
🏢 Tradewind Recruitment Australia
📍 Brisbane City