Who Are We?

Australian Multicultural Community Services (AMCS) is an award-winning, trusted not-for-profit supporting diverse communities across Greater Melbourne and Geelong since 1983. Our head office is based in Seddon, Melbourne’s west.

With more than 290 staff and 350 volunteers representing over 50 countries and 70 languages, we deliver culturally inclusive services that help people live safely, independently, and stay connected to their communities.

We are committed to respectful, person-centred support that reflects the diverse needs of the people we serve.

Benefits of Working with AMCS

- Salary packaging benefits

- Hybrid working arrangements

- Portable Long Service Leave

- Supportive and inclusive workplace culture

- Professional development and growth opportunities opportunities

- Meaningful community impact

- Employee Assistance Program (EAP)

About the Role

Lead an organisation-wide transformation project to redesign and improve how clients access services at Australian Multicultural Community Services (AMCS).

Working across Intake, Marketing, Support at Home, ICT and People & Culture, you will lead the development and implementation of an improved end-to-end enquiry-to-client intake model. You will drive process improvement, strengthen lead management and reporting practices, support future CRM capabilities and develop practical tools and frameworks to improve service delivery.

This is an exciting opportunity for an experienced project professional who can combine strategic thinking with hands-on delivery, engage stakeholders across the organisation and lead sustainable change that improves outcomes for clients and staff.

This is a part-time, fixed-term position until 30 June 2027, offering flexibility to work 3–4 days per week, depending on the successful candidate's preference and availability.

Key Responsibilities

- Intake Process Redesign: Lead the redesign and implementation of the end-to-end client enquiry and intake process,



establishing consistent workflows from initial enquiry through to client onboarding and handover.

- CRM & Systems Improvement: Work with the ICT team to define system requirements, improve data capture and reporting, and support the development of future CRM capabilities.

- Lead Management: Develop a structured approach to managing client enquiries, tracking leads, monitoring conversion and establishing clear processes across relevant teams.

- Performance Reporting: Establish key performance indicators (KPIs), develop reporting frameworks and dashboards, and improve visibility of intake performance and client enquiries.

- Intake Resources & Toolkit: Develop practical resources, including templates, scripts, procedures and staff guides, to support consistent and effective intake practices.

- Change Management & Training: Lead the implementation of new processes, support staff through organisational change, deliver training and ensure new practices are successfully adopted and embedded.

- Stakeholder Engagement: Work collaboratively with Intake, Marketing, Support at Home, CHSP and ICT teams to deliver improvements and ensure the redesigned processes meet operational needs.

Key Selection Criteria

Skills & Capabilities

- Strong project management and organisational change skills, with the ability to lead projects and deliver practical improvements.

- Excellent stakeholder engagement and communication skills, with the ability to build relationships, influence decisions and work collaboratively across teams.

- Strong planning and organisational skills, with the ability to manage competing priorities, project timelines and deliverables.





- Ability to identify problems, assess opportunities and develop practical, sustainable solutions.

- Experience leading change, supporting staff through new processes and ensuring successful implementation.

- Strong analytical and reporting skills, with the ability to monitor performance and communicate project outcomes.

- Ability to think strategically while maintaining a hands-on approach to project delivery.

- Commitment to culturally inclusive practices and improving outcomes for diverse communities.

Qualifications & Experience

Essential

- Demonstrated experience leading and delivering projects from planning through to implementation and evaluation.

- Experience managing project plans, timelines, risks, deliverables and stakeholder expectations.

- Practical knowledge of project management and change management methodologies.

- Experience developing reporting frameworks, performance measures and project governance processes.

- Advanced Microsoft Excel and PowerPoint skills.

- Experience using project management and workflow tools such as Monday.com or similar.

- Proven ability to engage and influence stakeholders at all levels, including senior management.

- Experience implementing process improvements and supporting the transition of new practices into day-to-day operations.

Desirable

- Tertiary qualification in Business, Project Management, Change Management or a related discipline.

- Experience in aged care, healthcare, community services or another regulated environment.

- Experience with CRM systems, process improvement or organisational transformation projects.

- Knowledge of continuous improvement methodologies and project governance.

- Understanding of culturally responsive service delivery.

Please note that the recruitment process will commence while this advertisement is live.

For further information about this position, please contact Cathal Reid at *****@amcservices.org.au

📌 Project Lead – Intake Redesign (Seddon)
🏢 Australian Multicultural Community Services
📍 Seddon