Job description
About iwss
Immigrant Women's Support Service (IWSS) is a specialist organisation that provides support to women, children and young people from culturally and linguistically diverse backgrounds who have experienced domestic, family and sexual violence.
We work from an intersectional feminist, social justice and human rights framework that centres inclusion, safety, respect and dignity.
IWSS is committed to an inclusive culture that respects and promotes human rights and diversity.
This position is open to female-identifying applicants only.
Being female identifying is a
genuine occupational qualification for this role within the meaning of section 30 of the Sex Discrimination Act **** (Cth) and section 25 of the Anti-Discrimination Act **** (Qld), as the position involves the provision of culturally safe, trauma-informed support services to female identifying clients who have experienced domestic, family or sexual violence.
About THE ROLE
As Client Services Manager, you will provide strategic and operational leadership across IWSS's frontline service delivery, overseeing the Domestic and Family Violence (DFV), Sexual Violence (SV), and First Response teams.
Reporting to the CEO and working alongside the Business Manager and Operations Manager as part of the senior leadership team, you will be responsible for ensuring the delivery of safe, high-quality, trauma-informed, culturally safe services to women, children and young people from culturally and linguistically diverse backgrounds who have experienced domestic, family and sexual violence.
This role holds direct line management responsibility for the Senior Practitioners leading each of the three service teams, and is accountable for practice quality, service outcomes, and client experience across the organisation's direct service delivery functions.
The Client Services Manager provides escalation support on complex and high-risk cases, ensures consistent, compliant and evidence-informed practice across teams, and builds the referral partnerships and wraparound pathways that CALD women and their families need to achieve safety and recovery.
As part of the leadership team, you will also contribute frontline practice insight to organisational policy, procedure and advocacy,



ensuring that the lived experience of clients and the expertise of practitioners shapes IWSS's approach to service delivery and sector influence.
Key Responsibilities
Lead and supervise the Senior Practitioners across the DFV, SV and First Response teams, providing clear direction and accountability for service delivery outcomes
Monitor service quality, case outcomes and client feedback across all three teams, identifying trends, risks and opportunities for improvement
Provide escalation support, guidance and decision-making on complex, high-risk or sensitive cases
Coordinate resourcing, caseload allocation and workload management across the three teams
Ensure trauma-informed, culturally safe, compliant practice is embedded and consistently applied across all client-facing teams
Support Senior Practitioners to deliver effective supervision, professional development and performance management
Establish and maintain referral partnerships with legal, health, housing and other support services
Represent IWSS in partnership meetings, case coordination forums and integrated service responses
Feed frontline insight into organisational policy and procedure, working closely with the Business Manager
Operate as a member of the senior leadership team, contributing to organisational strategy and decision-making
Ensure adherence to Child Protected Standards and legislative compliance across all service delivery functions
Provide accurate and timely reporting on service delivery performance, outcomes and risks to the CEO, Board and funding bodies
What You Will Bring
Tertiary qualifications in Social Work, Psychology, Counselling, or a related discipline
Minimum 5 years' experience in domestic, family and sexual violence or related human services, including significant leadership or management experience supervising staff
Strong understanding of trauma-informed,



victim-survivor centred and culturally safe practice, particularly for CALD communities
Demonstrated ability to lead, supervise and develop a multidisciplinary team of senior practitioners
Proven ability to provide high-level escalation support and sound decision-making on complex, high-risk client matters
Well-developed partnership and stakeholder engagement skills
Excellent written and verbal communication skills, including preparing reports and advocacy materials
Ability to work collaboratively as part of a senior leadership team, contributing to organisational strategy
What iwss offers
The work we do is rewarding yet demanding.
We acknowledge the toll this work can have on staff, and as an organisation, we take this ownership and responsibility seriously.
For this reason, staff have access to:
Salary packaging - up to $15,900 per year tax-free, plus additional meal and entertainment option
Employee benefits from BrightHR
Regular supported supervision
Ongoing professional development and growth opportunities
A genuinely supportive, intersectional feminist and trauma-informed workplace culture
A strong focus on reflection, wellbeing and sustainable practice
An inclusive organisation that values diversity, equity, and lived experience
Next Steps
To submit your application please click
'Apply Now'
by the closing date.
For further information, contact
******
using the subject line:
Client Services Manager enquiry via EthicalJobs
.
We intend to respond to questions about the position within 24 hours.
Applications will be reviewed as they are received, and interviews may take place prior to the closing of advertising.
IWSS is an inclusive and disability-friendly employer.
We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ communities, people with disability, and culturally and linguistically diverse groups.
All applicants may undergo a criminal history verification, along with other required checks, including but not limited to the Working with Children Check, during or immediately after the recruitment process is concluded.
A position description is attached.

📌 Client Services Manager (Gold Coast)
🏢 Immigrant Women's Support Service
📍 Gold Coast