Position Description – Chief Services Officer

Position Details

Position Title:

Chief Services Officer

Current as of:

July 2026

Reports To:

Chief Executive Officer

Direct Reports:

Senior Leads

Key Relationships:

Carers, stakeholders including other agencies, government departments and contract managers

Location & Other Requirements:

Canberra, ACT

Role Purpose

As the Chief Services Officer, you are responsible for the service delivery performance and clinical governance of Carers ACT in line with the strategic direction of the organisation. The role supports managers to drive excellence in service delivery that meets the needs of carers and satisfies contract requirements across the organisation.

The role provides the leadership, management and vision required to ensure Carers ACT has the focus, processes and drivers in place to deliver high-quality and responsive services, drive continual improvement and compliance, and support efficieincies through service business lines.

Responsibilities

KEY RESPONSIBILITIES

Core Expectations

Work towards achieving agree priorities and outcomes as outlined in contractual agreements.

Seek and respond to feedback to support ongoing improvement and development.

Work in alignment with organisational values and expected behaviours in all interactions.

Demonstrate behaviours aligned with organisational values and expected behaviours in all interactions and decision-making.

Follows all policies and procedures to ensure operational consistency and compliance

Drive best practice organisational performance as it relates to contractual deliverables and compliance with aged care standards

Consults and collaborates with internal colleagues to share and build knowledge across the organisation.

Adhere to Carers ACT Values and Behaviours Shared Commitments statement.

People Leadership Expectations

Use a strengths-based approach to leadand coachyour team

Actively engage staff by holding regular 1:1check-inswith each team memberat least monthly, to support wellbeing, performance and development.





Use 1:1s and formal conversations to discuss progress against contractual outcomes, development goals and team priorities

Provide clear, timely and constructive feedback to support performance and growth.

Support team members to understand expectations, priorities and how their role contributes to organisational goals.

Fosteran environment whereteam members feel protected to raise challenges, ideaste, have productive and meaningful discussionsandreceive and providefeedback

Empowerteam members to identify, progress and review theirdevelopment and career goals, including providing coachingandconstructive

feedback

Governance, Compliance & Risk

Lead clinical governance across the business to ensure compliance with legislative and regulatory requirements associated with service delivery.

Ensure service delivery across the organisation is safe and high quality in accordance with the Clinical Governance Framework.

Ensure compliance with applicable external quality standards and frameworks, contractual obligations and accreditation requirements.

Review and implement the Risk Management Plan, and support operational managers to identify, minimise and manage risks.

Monitor operational and contractual compliance and contribute to the development and review of organisational policies and procedures.

Operational Excellence

Drive initiatives that optimise productivity, efficiency, sustainability and growth across service delivery.

Identify and implement improvements that enhance profitability and the carer and client experience.

Ensure internal, industry and client quality standards are met across service delivery.





Analyse and report on critical performance metrics and collaborate with the Leadership Team to improve results.

Review consumer-directed programs annually to ensure pricing aligns with relevant pricing guides.

Encourage integration across programs and teams to build organisational knowledge and referral pathways.

Quality Assurance and Stakeholder Engagement

Set and oversee the annual internal audit plan and drive continuous improvement processes that identify risks, opportunities and quality improvements.

Ensure compliance with accreditation requirements and that relevant policies and procedures are current, communicated and followed.

Use stakeholder relationships and carer consultation to inform strategy and enhance service delivery.

Drive awareness of Carers ACT with key community stakeholders.

Ensure unmet needs are recorded, analysed and addressed.

Financial Management and People & Culture

Contribute to annual budget setting and financialtargets andmonitor departmental and program performance against approved budgets and contractual outputs.

Analyse financial trends, review monthly financial reports and escal al financial risks in line with organisational policies.

Act as a visible role model for organisational values and leadership behaviours.

Build capability within the Service Team by identifying development needs, supporting recruitment and embedding performance expectations.

Develop and maintain a culture of accountability, engagement and high performance

Qualifications

QUALIFICATIONS, CERTIFICATES & CHECKS

Essential qualifications:

Unrestricted AHPRA registration as a Registered Nurse

Demonstrated executive leadership experience in health or aged care service delivery/ governance.

Demonstrated experience leading teams, managing budgets and delivering outcomes in a contracted service environment.

The following documents must remain current:WWVP card with NDIS check

Other desirable certifications:post graduate qualifications in health services/ governance or aged care

📌 Chief Services Officer - 6 month contract commencing 1st Dec 2026 (Canberra)
🏢 Australian College of Nursing
📍 Canberra