Job Type: Permanent - Full Time

Location: Brisbane

Job Category: Community Services and Development

About

ATSICHS Brisbane delivers health care and community services that are culturally safe and built around the needs of Aboriginal and Torres Strait Islander peoples in the Brisbane and Logan regions. We are a community-owned not-for-profit organisation, started over 50 years ago to improve health outcomes for our people, our way. Through offering wraparound services, we support the physical, social, emotional, cultural and spiritual wellbeing of our people. We are working towards a future where our community thrives.

Learn more at www.atsichsbrisbane.org.au

Job Description

About the Role

You can access the full Position Description by visiting our website under "Join Our Team".

The Operations Manager, Program Evaluation and Improvement is a senior role within the Community Services Branch, reporting to the General Manager, Community Services. The position leads branch-wide reform and improvement initiatives that evaluate service delivery impact across a broad range of programs, including family support, child protection, kindergartens, youth support, housing and kinship care. The role strengthens the use of service impact data, client and community feedback, emerging research, quality standards, Models of Care and Theory of Change to inform service design, delivery and continuous improvement. It also oversees the implementation of service quality initiatives and program-specific improvements, with a clear focus on strengthening client outcomes and ensuring services remain evidence-informed, culturally responsive and aligned to organisational priorities.

As a Manager at ATSICHS, we believe in leading teams through showing and doing,



not delegating and micro-managing. We utilise a coaching approach to management that helps staff achieve excellence with clients through side‑by‑side in‑field mentoring and coaching, growing staff practice skills, professionalism, stakeholder influencing, and personal organisation. As a leadership team, and front‑line Manager, we are focused on client impact above anything else. Client impact in a manager role means we utilise data in a protected and supportive way to identify team case management quality, engage clients across the service to ensure our follow‑through and client satisfaction, and proactively harness client feedback to make improvements as a team.

Duties

- Lead the development of a clear outcome’s framework, logic model/Theory of Change for each program that defines intended client, family, community and service outcomes, supported by meaningful indicators that can show progress and impact.
- Lead the workshopping and clear agreement on why data is being collected, what questions the branch and ATSICHS need to answer, and how/what data will support evaluation, service improvement, and decision-making.
- Develop and implement clear client feedback methodologies that support program evaluation and improvement. Methods may include surveys, interviews, yarning circles, focus groups, complaints and compliments data, client journey mapping,



case reviews, exit feedback, advisory groups and stories of change.
- Lead the development of Service Experience Measures that capture how clients experience services, including respect, trust, cultural safety, communication, timeliness, choice, participation in decisions, and whether support is useful and relevant. Ensure these measures are linked to the branch Agency and Empowerment Practice Framework.
- Identify emerging research, sector evidence, policy reform and practice trends relevant to Community Services programs, integrating into evaluation and improvement activities. Lead the review programs against relevant quality standards, funding requirements, models of care and organisational frameworks.
- Lead the development and review of program Theories of Change that clearly define inputs, activities, outputs, outcomes, assumptions and measurable indicators of impact.
- Lead the review current program Models of Care to assess clarity, consistency, cultural responsiveness, service accessibility, staff workflow (DMOC), client experience and alignment with intended outcomes.
- Lead the ongoing evaluation determining if program staff are implementing agreed Models of Care, service activities, workflows (DMOC) and practice requirements as intended.
- Assess whether staff practice reflects the principles, behaviours and expectations of the branch ‘Agency and Empowerment Practice Framework’.
- Develop clear implementation plans for approved program changes, including actions, timelines, responsibilities, risks and reporting requirements. Evaluate whether implemented changes improve service quality, client experience, practice consistency an

📌 Operations Manager (Brisbane)
🏢 Aboriginal & Torres Strait Islander Community Health Service Brisbane
📍 Brisbane