Are you passionate about making meaningful change? Looking for a new challenge? Look no further! CLS are seeking a full-time Senior Service Delivery Manager to join our team in Bundaberg .
About Community Lifestyle Support (CLS):
At CLS, we see our role as helping to make life easier and a little more fun. We are a not-for-profit charitable organisation that is committed to making a difference. With over 25 years’ experience delivering holistic, person-centred support, we provide a wide range of dynamic and innovative services to people residing throughout the Bundaberg and Fraser Coast Regions.
Some of our many services include Specialist Allied Health Services, Skills Campus, Supported Independent Living, Community Access Support, and Psychosocial services.
We currently have over 250 frontline employees providing support to our customers across numerous sites in Bundaberg, Hervey Bay, and Maryborough.
About the Role:
The Senior Service Delivery Manager (Community & Skills Campus) holds primary responsibility for the effective oversight and delivery of complex and diverse client services, with a specific focus on high-quality, person-centred employment supports for individuals living with disability under the NDIS framework.
This position is accountable for the design, execution, and continuous improvement of inclusive employment pathways that empower participants to achieve sustainable and meaningful employment outcomes. The role plays a key part in shaping and implementing strategic initiatives within the relevant operational teams and in these areas of responsibility.
As a senior leader within the organisation, the Senior Service Delivery Manager also contributes to the broader strategic goals and objectives of Community Lifestyle Support (CLS). They are expected to model and promote CLS’s purpose and values through exemplary leadership, decision-making, and professional conduct.
Key Responsibilities:
* Lead the design, coordination, and ongoing enhancement of inclusive employment programs and initiatives.
* Oversee the creation and implementation of individualised employment pathway plans.
* Facilitate job readiness training and employability skills development sessions.
* Provide vocational support that enhances client capacity and aligns with their employment objectives.
* Create a positive and empowering environment that supports individuals with disability in pursuing meaningful employment.
* Identify and leverage opportunities that lead to improved employment outcomes for clients.
* Collaborate with clients to establish realistic goals and actionable strategies to overcome employment barriers and transition into open employment.
* Drive improvements in client independence, wellbeing, and participation in the workforce.
* Ensure all services are delivered in a culturally safe, trauma-informed, and inclusive manner, responsive to diverse client needs.
* Lead a team to deliver high-quality, person-centred supports and services that promote client and staff safety and wellbeing, enriching the lives of people living with disabilities.
* Provide strategic and operational leadership in inclusive practice of service delivery and employment coaching.
* Provide coaching and hands-on support to build frontline staff confidence and capability around inclusive employment.
* Build and maintain strong partnerships with local employers, training providers and community partners.
* Partner with internal and external stakeholders to embed inclusive, people-first practices and systems ensuring smooth implementation of employment programs.
* Identify service gaps, emerging needs, and opportunities for program innovation and growth.
* Adopt a continuous improvement approach to the evaluation and ongoing implementation of supports and programs.
* Ensure supports are compliant with relevant funding guidelines, legislative requirements, and CLS policies.
* Maintain audit readiness, lead continuous improvement, and ensure compliance with NDIS Standards.
* Ensure health, safety and wellbeing, financial and general accountability for individuals and teams.
* Promote and uphold the principles relating to duty of care and candour within the team.
* Ensure recruitment, rostering, staffing sustainability, performance management and learning and development processes are in place and reflect priorities.
* Contribute to and influence development of budgets to maximise productivity, cost-effectiveness, and efficiency.
* Collaborate in setting objectives and developing budgets, plans, and schedules/roster for supports ensuring service delivery meets targets/agreements.
Mandatory Requirements:
* Diploma-level qualification in disability work, social work, or extensive relevant industry experience (minimum requirement).
* Certificate IV in Training and Assessment (TAE) or willingness to obtain within 12 months; alternatively, a relevant qualification in Education, Learning & Development.
* Proven ability to work collaboratively with a people-centred approach, establishing trust and rapport quickly.
* Confident in facilitating inclusive and engaging learning experiences for diverse learner groups.
* Prior experience in the Employment Services sector (highly desirable).
* Strong communication skills, with the ability to tailor messages for various audiences including clients, stakeholders, and team members.
* Experience in delivering both individual and group-based educational sessions (desirable).
* Comprehensive knowledge of the disability sector, including relevant legislation, standards, funding models, and industry reforms.
* Demonstrated experience designing innovative, flexible, and person-centred support plans for people with disability.
* Proven experience in staff management, including recruitment, supervision, professional development, and performance management.
* Strong leadership and people management capabilities, with a focus on building and supporting high-performing teams.
* Excellent relationship building skills, fostering collaboration, and managing stakeholder engagement effectively.
* Highly developed interpersonal, conflict resolution, negotiation, problem-solving, and decision-making skills.
* Strong organisational and multitasking skills, with the ability to manage competing priorities in a fast-paced environment.
* Demonstrated ability to analyse, develop, and improve procedures and operational processes.
* High-level proficiency in administration, documentation, reporting, and advanced Office 365 suite skills.
* Analytical mindset with the ability to interpret data and apply insights to strategic decisions.
* Proficient in using digital tools and open to leveraging technology (including AI) for operational efficiency.
* Sound understanding of financial processes, individual funding, and budgeting, with strong conceptual and analytical skills.
* Strategic thinker with a growth mindset and the ability to identify new business opportunities.
* Must hold or be eligible for a NDIS Worker Screening Card and Working with Children Blue Card.