Operations Manager (Acting) Short Term Opportunity

• Macleod, Melbourne, Vict
• Contract role
• Onsite parking

About Us

Established in 1954, IDV is one of the largest not for profit community service organisation in the Northern metropolitan region dedicated to delivering support services to people with disabilities.

We support over 150 people with a disability to realise and achieve their goals and aspirations with a strong emphasis on community.  We provide a wide range of meaningful and life enriching community based, lifestyle, learning, residential and employment services. 

Position Purpose

The Acting Operations Manager is a business critical role that has oversight of IDV’s range of programs and services.  Reporting directly to the CEO and as a key member of IDV’s senior leadership team, the Acting Operations role is vital to the successful implementation and delivery of IDV’s strategic direction, which includes a strong vision for growth and innovation to offer services to more people with disability based on customer choice, control and empowerment.

This role is also responsible for providing expert advice to the CEO and, where required, to the IDV Board and has key responsibilities including the development of new business opportunities and innovative programs, establishment of strategic partnerships and relationships to enable the upscaling of IDV services within its current geographical area and adjoining localities.

The Acting Operations Manager will have the necessary management and leadership skills in service and program management and relevant NDIS and sector knowledge to deliver high quality, innovative customer-centred outcomes to all who access IDV residential, community and employment pathway business streams.  

The Acting Operations Manager leads the operational team to ensure that service delivery is consistent with the vision, mission and values of IDV.

The Acting Operations Manager will work closely with the CEO to ensure the development, implementation and maintenance of best and financially sustainable practices, in line with NDIS Standards and funding requirements. 

Key functions of the role:

• Integration of residential, community, group and lifestyle and employment services to ensure maximum efficiency and workforce utilisation.
• Establishment of the service delivery team leadership structure including team leaders and program coordination. 
• Drive quality and innovative person-centred program development to ensure customer satisfaction and retention. Ensure existing and new programs operate within budget and program costing model.
• Maintain oversight of IDV’s Residential Services, maximising occupancy, and filling vacancies as they arise. Working closely with the CEO to plan for the future of IDV Residential Services.
• Set key performance targets for each area of responsibility, ensuring that performance is monitored and reported against strategic targets and operational plans.
• Maintain knowledge of NDIS Practice Standards and Price Guide ensuring that participants plans are maximised to enable them to reach their life goals and that service hours are appropriately and accuracy billed and claimed.
• Lead change towards IDV’s contemporary organisational service models ensuring active employee engagement and participation, building a high-performance team within a positive, supportive and ambitious workplace culture.
• Develop strategic partnerships and relationships that will benefit IDV strategic direction and customer outcomes.
• Work closely with the CEO and the CFO to manage the operational budget and contribute to monthly, quarterly and Board financial as required.
• Provide operational support to the WorkLife employment program and work closely with the program lead to deliver on program outcomes.
• Oversee the implementation and roll out of Lumary and manage the ongoing service level agreement with Lumary management.
• Work with the CEO and CFO to develop operational and business plans.
• Oversee the management of operational risk including incidents both reportable and non-reportable, ensuring that these are managed in accordance with NDIS and other relevant legislative or regulatory requirements. 
• Ensure complaints and feedback are managed in accordance with out IDV policies and procedures and captured for quality improvement.
• Work with the CEO to undertake workforce planning to ensure experienced and skilled support workers are work ready to meet the support needs of our customers and IDV’s service delivery imperatives.
• Ensure that staff reflection, supervision, performance reviews are undertaken as per IDV policies and procedures and includes training and development.  Work with the CEO to develop workforce retention and recognition strategies.
• Develop regular meeting structures with the Acting Operations Manager service delivery leadership team ensuring these are documented and actions followed through.
• Oversee the NDIS re-registration certification process in consultation with the contractor responsible for compliance with NDIS Practice Standards to meet audit requirements.
• Work closely with the CEO to develop IDV’s Growth and Sustainability Plan, Marketing Strategy and any other initiatives to ensure IDV’s ongoing viability. 
• Work with CEO to evaluate organisational performance and impact and identify opportunities for growth and expansion.

Key Competencies 

Knowledge,

Solid understanding of the NDIS Operational Framework including Quality Indicators and Practice Standards, NDIS Price Guide and Disability Act 2006 and other relevant legislative and regulatory requirements. 

Knowledge and understanding of key business principles including business and administration management, risks management, workforce management, finance, quality assurance, compliance and governance. 

Experience

Demonstrated senior leadership and operations management experience within the Community Services Sector.

Experienced in the delivery of community and centre-based programs that are aligned to participant goals and aspirations enabling and empowering participants choice and control of the decisions that affect their life.

Experienced in program development and evaluation ensuring high levels of consumer satisfaction and retention.

Skills

Strong leadership, business acumen and change management skills with the ability to lead high performance teams within a quality driven framework and workplace culture.

Senior level verbal and written communication skills with the ability to analyse performance, report on outcomes and provide the CEO and the IDV Board with advice and recommendations.

A proficient understanding and application of Microsoft Office Suite and experience in CRM management.

Attributes

Empathy                                             Ability to understand and share the feelings of another

Mindful and Respectful                     Positively supporting the life people have created for themselves 

Open-Mindedness                             Willingness to try new things or to hear and consider new ideas 

Relationship Building                        Understanding the needs of the other and best possible results 

Trustworthy                                       Is dependable and honest in everyday dealings with others

Please contact Sandi Nicholas 0423 813 *** for further details