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Gladstone Community Linking Agency is seeking an experienced and values-driven Chief Operating Officer to lead operational performance, service quality and compliance across our organisation.
This is a key executive role for a practical, confident and accountable leader who understands the complexity of regulated human services and can lead across NDIS, aged care, allied health, community programs, customer services, quality, compliance and workforce performance.
About GCLA
GCLA is a respected local not-for-profit organisation supporting older people, people with disability, families, carers and community members across the Gladstone region.
We deliver services across NDIS, aged care, allied health, support coordination, plan management, service delivery and community-based programs. Our work is highly regulated, deeply personal and genuinely meaningful.
About the role
Reporting directly to the Chief Executive Officer, the Chief Operating Officer will provide senior operational leadership across GCLA's service delivery and customer-facing functions.
You will work closely with the CEO, CFO, Senior Leadership Team, Board and operational leaders to turn strategy into action, strengthen service systems, lead performance, manage risk and ensure services are safe, compliant, customer-focused and financially sustainable.
This role will suit someone who can operate at an executive level while staying connected to frontline service delivery.
Key responsibilities
In this role, you will:
* Lead operational performance across NDIS, aged care, allied health, community programs and customer support functions.
* Strengthen quality, safeguarding, risk and compliance across operational services.
* Ensure services meet relevant NDIS, aged care, workplace health and safety, privacy, funding and governance requirements.
* Oversee incident, complaint, feedback, audit, corrective action and regulatory reporting processes.
* Lead and support operational leaders to build accountability, consistency and high-quality service delivery.
* Work with the CEO and CFO to monitor budgets, productivity, utilisation, workforce allocation and service viability.
* Support workforce planning, team culture, performance management, training and workforce compliance.
* Build strong relationships with customers, families, carers, referral partners, regulators and community stakeholders.
* Identify risks early and take practical action to address them.
About you
You will bring:
* Significant senior leadership experience in a complex service delivery environment.
* Experience in disability, aged care, health, community services or another regulated sector.
* Strong understanding of quality, safeguarding, risk, compliance and audit requirements.
* Knowledge of NDIS and/or aged care regulatory obligations.
* Demonstrated ability to lead leaders and build accountability.
* Experience improving service performance, systems, workflows and customer outcomes.
* Strong judgement, professionalism and confidentiality.
* Excellent written and verbal communication skills.
* Experience in a not-for-profit organisation, Supported Independent Living, high intensity supports, Support Coordination, Plan Management, Allied Health, CHSP, Support at Home or centre-based respite will be highly regarded.
What we are looking for
The right person will be someone who:
* Leads with integrity and accountability.
* Is confident holding people to clear expectations.
* Understands that quality and compliance are core business.
* Can work strategically while still understanding operational detail.
* Uses data and evidence to make decisions.
* Is comfortable leading change and improving systems.
* Has a genuine commitment to safe, person-centred and community-focused services.
Mandatory requirements
The successful applicant must hold, or be willing to obtain and maintain:
* National Police Check.
* NDIS Worker Screening clearance, where required.
* Working with Children Check or Blue Card, where required.
* Current Queensland driver licence.
We offer
Salary packaging benefits, increasing your take-home pay.
Two paid "Your Days" per annum, supporting wellbeing and work-life balance.
Paid professional development, supporting your growth as an executive leader.
A purpose-driven leadership role in a respected local not-for-profit organisation.
The opportunity to shape operational systems, service quality and organisational performance.
A values-led workplace focused on dignity, respect, inclusion, safety and high-quality community service.
How to apply
Please submit your resume and a cover letter outlining your suitability for the role, including your experience in senior operational leadership, regulated service delivery, quality, safeguarding, risk, compliance and leading teams.
For a confidential discussion, please contact:
Trish Lisle
Chief Executive Officer
Gladstone Community Linking Agency
Phone: 4972 8855
Email: ce•@gcla.com.au
Gladstone Community Linking Agency is an equal opportunity employer. We encourage applications from people who share our commitment to dignity, respect, inclusion, safety and high-quality community service.
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