Quality Services Manager

Christian Community Aid Service

Applications Closing: Wednesday, January 30, 2019 - 18:45


Quality Services Manager Position


About the Role

Christian Community Aid is currently seeking an experienced, skilled and enthusiastic Quality Services Manager (QSM), to lead Christian Community Aid (CCA) child, youth and family support team based in the Ryde LGA.

The Quality Services Manager will provide key leadership, management and accountability for staff within the portfolio, and will ensure all programs are effective and in accordance with contemporaneous evidenced based practice. The QSM will play a pivotal role in initiating, developing and sustaining innovative targeted programmes, that demonstrate how program activities contribute to achieving long term improvements in health and wellbeing, and reduction in the need for child protection services.

The role will also develop and implement a clear growth strategy for the Child, Youth, Adult, and Family Services, with a key focus on the intersecting areas; education, homelessness, family violence and mental health.

Examples of the duties this role may undertake are:

  • The QSM is responsible for overseeing the day to day operational management of the programs. Keep up-to-date with current and leading client support practices in order to facilitate innovative and high-quality service delivery that are aligned with the implementation of policies, procedures and directions of funding bodies.
  • Exercise a high level of responsibility for the work undertaken by all employees within the program; including undertaking the planning, direction, management and evaluation of program operations.
  • Drive a positive workplace culture that ensure employees are productive and can actively contribute to reach common goals.
  • Use supervision, professional development and performance accountability/appraisal (evidence based) processes to support the development of staff, recognise excellence and address performance deficits.
  • Facilitate the use of strength based and therapeutic approaches to practice. Implement reflective practice and coordinate coaching, training and development for allocated staff, and operate as a role model and leader for program services to ensure internal instructions and organisational policies and procedures are followed.
  • Implement and supervise staff providing evidence-based programs such as Triple P, Tuning into Kids, Tuning into Teens, Circle of Security, etc.
  • With support and guidance from the Business Executive, lead a culture of performance improvement and evaluation and demonstrate acceptance of change.
  • Drive the implementation of new or updated practice frameworks. Leading continuous improvement activity, including program delivery guidelines, documentation, development and monitoring of service improvement, audit, review, reporting and compliance. 
  • Manage the overall operational, human resources, and financial responsibilities and activities of the Child, youth and family portfolio. Ensuring the systems fulfil the highest possible standards in compliance, accountability and prudent use of resources.
  • With the support of the Business Executive, support the integration of high-quality evidence-based practices within CCA key areas of service support – Family Day Care Services, Financial Counselling, Emergency Relief, Aged Care, Meals on Wheels, Education and Disability.
  • Develop and maintain administrative and quality processes, systems and initiatives that ensure accurate and timely reporting and compliance with the organisation’s requirements, procedures and funding body requirements.
  • Develop and implement a clear growth plan for the program, targeting specific cohorts in-need such as children, young people, adults and families.
  • Develop, Implement and action a work plan in line with agreed objectives for the programs. Coordinating project work including relevant internal and external stakeholders to meet, plan priorities and commitments.
  • Lead teams in the development of tools, program guidelines, outcome-based evaluation, reports and resources to support continuous improvement of operations.
  • Maintain comprehensive program and service utilisation related documentation, ensuring data collection and program records are accurate, up to date, in good order and filed correctly.
  • Ensure that client and stakeholder feedback is promoted, captured and responded to appropriately.
  • Generate statistical reports and write effective evaluation reports to guide service development and decision making within the programs.
  • Coordinating project teams to develop service models and tender content and be responsible for writing high quality tender submissions.
  • Develop and maintain high quality, strategic partnerships to ensure CCA is strategically placed to be a provider of choice with funders and achieve strategic goals across all intersecting areas.
  • Represent CCA in senior sector leadership positions and forums and develop key relationships.
  • Manage all aspects of student placement, including individual supervision.
  • Attend out of hour’s meetings, reference groups, training sessions and other relevant functions as required. 
  • Write updates and promotional materials.
  • Complete reports as directed by the Business Executive.
  • Perform other duties and responsibilities, as directed by the Business Executive or delegate.


Qualifications and Experience:

  • A bachelor’s degree and/or post graduate degree in Health, social work, youth work, management or related fields. With experience in management. and working with young people from a diverse range of backgrounds.







Category: Management
Field: Family, Children and Youth
Employment basis: Full-time
Job Location: North West Sydney
About us

Christian Community Aid (CCA) provides a diverse range of support services to people living, working and studying in the Ryde, Parramatta and Hornsby Local Government Areas.
Our vision is to engage with the community to enable better lives. For 50 years we have been working to provide personalised, timely and innovative support that addresses the existing and emerging needs of people. CCA aims to develop resources and capacity that will contribute to strong, inclusive and resilient communities.

Position details

A bachelor’s degree and/or post graduate degree in Health, social work, youth work, management or related fields. With experience in management. and working with young people from a diverse range of backgrounds

Essential Selection Criteria:

Skills and Attributes

  • Extensive experience in management and leadership roles, developing and leading teams to achieve exceptional outcomes, reporting and accountability.
  • Experience in the planning, implementation and evaluation of quality management systems and processes.
  • Demonstrated experience in developing policies, program guidelines and procedures.
  • Extensive knowledge, sound theoretical practice and, understanding of current issues and trends in the child, youth and family sectors and related fields. Extensive experience and knowledge of evidence-based programs such as Triple P, Tuning into Kids, Tuning into Teens, Circle of Security, etc
  • Demonstrate comprehensive understanding of current government reform and policy.  Lead the development and implementation of organisational reform and change that aligns CCA with the implementation of policies, procedures and directions of funding bodies.
  • A demonstrated ability to lead, guide, coach, supervise and support employees with a sound understanding of supervision guidelines and best practice principles, ideally in community services or related field.
  • Strong analytical skills and experience in writing high quality professional documents, information management, facilitation and presentation skills. 
  • Project management experience including ability to coordinate multiple stakeholders to achieve outcomes.  Developing clear project plans to deliver outcomes that meet quality, cost and time specification. 
  • Highly developed inter-personal and communication skills, including strong presentation and workshop facilitation skills
  • Ability to interact with high-level positions and various stakeholders internally and externally, effective negotiation and communication skills


  • Ability to be flexible, work independently, demonstrate initiative, close attention to detail, be resourceful and work effectively under pressure.


  • Ability to work effectively with limited and in some instances insufficient systems and information
  • Excellent organisational management skills and proven ability to meet deadlines


  • Proven ability to exercise good judgement, manage risk sensibly, problem solve, time manage and prioritise


  • Demonstrated knowledge of program and client database systems and advanced computer skills in Microsoft Office packages such as Word, Excel, Power-Point and Outlook; website management and systems development. Knowledge on social media is highly desirable such as Facebook, Instagram and Twitter etc.


  • Current NSW Driver Licence
Other Information:


We offer a competitive remuneration package including an attractive salary, access to tax-effective salary packaging arrangements and supportive work environment. 

Contact details
Contact Name: Heather Pinto
Contact Email: job.applications@ccas.org.au
Contact Phone: 0298583222
How to apply

How to apply for this job

Aboriginal and Torres Strait Islander people are encouraged to apply.

Applications should include a current CV and cover letter addressing the key selection criteria, and be addressed to Heather Pinto, General Manager Christian Community Aid via email: job.applications@ccas.org.au using the subject line: Quality Services Manager

Applications close at 5pm on 30 January 2019.

Date posted: 11 January 2019

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