Operations Manager, Staff Capability and Service Models
Posted: 26/05/2026
Closing Date: 09/06/2026
Job Type: Permanent - Full Time
Location: Brisbane
Job Category: Community Services and Development
About ATSICHS Brisbane
ATSICHS Brisbane is a not-for-profit community owned health and human services organisation delivering on the unique health and wellbeing needs of Aboriginal and Torres Strait Islander people in greater Brisbane and Logan. We pride ourselves on providing health and human services, our way - supporting our people and community in our commitment to create a flourishing future and lasting legacy for them and their families.
ATSICHS Brisbane is committed to promoting the wellbeing, protection, and cultural safety of all children and young people. Our recruitment and screening practices reflect our zero-tolerance approach to child abuse and our dedication to creating culturally secure environments where children feel safe, respect, and empowered.
ATSICHS Brisbane is a member of the Institute for Urban Indigenous Health (IUIH).
As a key member of the ATSICHS Brisbane team, the ATSICHS The Operations Manager (StaffCapability & Service Models) is a senior role within the Community Services Division, reporting to the General Manager of Community Services. The positionwill lead branchreforminitiatives that improvestaff capability, includingprofessional knowledge and skillstraining,psychosocial and burnout prevention,Interpersonal development, andemotional resilience.The role drives reform and implements enhancements to program service models, aligning staff practice with ongoing improvements in models of care, including operating structures, systems, and supporting frameworks.
Duties
* Lead theidentification of skills gaps across the branch and implement an annual Practice Excellence Program with clear traininglinked to operational models of care.Document a Roadmap andcorresponding projects inProjectHub.
* Lead the development ofTheories of Changefor every program, strongly linkedtothe branch Agency & Empowerment practice frameworkand Digital Model of Care(DMOC).
Lead the designanddevelopmentofa structured client feedback framework, Ensure the clientfeedback encompasses the following:
Monthly IndividualClient-to-StaffInteractionFeedback
QuarterlyProgram/Model/PracticeFeedback
QuarterlySpecialist Service GapsandService Offerings Feedback
6-Monthly Client Lived Experience/ Demographic ProfileSurvey/Feedback
Annual Brand Reputation with Community and Key Stakeholders
Leadthedevelopmentofoperational systems and staff practice improvements to improve theprogram-to-programintegration within ATSICHS servicesas part of holistic client care.
Leadthedevelopmentof a DFVOperational Plan, with a strategic focus onimprovingcurrent DFV response across the branch andgrowingDFV service delivery funds.Develop a Roadmap and corresponding projects on Project Hub.
Leadthe working partnerships with universities and research institutes in specificpractice and models of care-based research or evaluations.
Provide one-to-onetargeted coaching to Managers/Team Leadersin developing their change management, team culture improvements, and leadership capabilities. Ensure all coaching is documented andfacilitatedthrough the ATSICHS Collective Coaching App, outlining specific goals,monitoractions, and provide progress updates on their development. Deliver all coaching through an in-field coaching and mentoring approach that works side-by-side with Managers/Team Leaders in developing their capabilities, not a list of actions they must complete. All coaching utilises a 'see','show','do','review' approach.
Complete the full cycle of monthly managerial requirements with all direct reports in theMobnetsystem, including (1) Two-way Feedback Survey, (2) Practice Supervision, and (3) Performance & Coaching.
Culture
COVID-19 Requirement
Immunisation history showing you have receivedtwo doses of a Covid -19 vaccine is encouraged.
Desired Skills and Experience
Required
Bachelor's degree in a relevant social services field with at least 4 years case management experience in family support, child protection, youth support, housing or related field.
OR
* Diplomain relevant Community/Services fieldwith at least 6 years in a case management role in family support, child protection, youth support, housing or related field.
AND
Demonstratedability to manage,analyse, and interpret large data sets.Knowledge of databasestructures and management, along with sound data visualization experience.
Demonstratedability todevelop and manage large scale projectsutilsinga project management framework. Experience inleading change management initiatives.
Ability to critique and problem solve related legislative gray zones, while managingorganisationaland child harm risks. Demonstrated ability to integrate knowledge across different business units, ensuring the fair treatment and voices offamily'sare promoted, while managing child harm risks.
Demonstratedknowledge and experience in large team management, including directing staff workflow and clientquality, leading and integrating corporate business functions across teamand negotiating cross-branch trade-offs and conflict management to achievesuccess.Forward plan operational constraints, team culture, and forecasting24-month operational change priorities.
Ability to support staff in applying sound social service and child protection practice reasonings to influence stakeholders (Child Safety, Schools, Hospitals etc.).Inspire and leada strong teamworking culture and sustainbehaviourchange by influencing others.
Demonstratedability to connectnumerousinternal ATSICHS programs and services to activate wrap-around care for families, trading-off and negotiating resources across theorganisationand between other teams to achieve client impact.
Demonstratedcreative thinking to overcome operational challenges and barriers to program success andmaximiseclient impact inmedium-longterm.Problemsolvegeneral operational policies with autonomous decision making to enact client impact, adhering to client risk, safety, and quality standards.
* National Police Certificate.
* Current Working with Children's Card (Blue Card) or be eligible toapply.
* Driver's Licence.
* Evidence of Work Rights.
* Travel to work in the community on a regular basis.
Benefits
* Base Salary of $146,688 per annum (Based on qualification and experience).
* Additional 12% Super + access to salary packaging (Increases your take home pay).
* Permanent Full Time position.
* Work for a leading Aboriginal and Torres Strait Islander, community-controlled organisation.
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