Service Manager

First Step is a 100% Aboriginal owned company based in Darwin and servicing the Greater Darwin Region within the Northern Territory. 

Join our team for an exciting opportunity to contribute to the growth of our company. This is a unique opportunity for a motivated and experienced leader to contribute to the company’s core operations. The Service Manager is responsible for all operational activity that aligns with the strategic goals and objectives of the company and requires reporting to the Board of Directors.

The Service Manager will exercise managerial responsibility for various functions within the company. Ensuring the company is positioned to deliver exceptional services across its core business functions. In addition, support the leadership team towards generating new opportunities, improving service delivery, and ensuring sustainability of the company’s goals and objectives. This will include emerging a professional relationship with participants to develop their life skills, family support, social and emotional support, and community engagement.

Context Statement

First Step Development Enterprises offers a range of services from Supported Accommodation to providing training and employment pathways through life skills, mentoring, kinship, leadership, and cultural connection. Our mission is ‘Inspiring people as a first step in leading to generational change’.

Key Duties and Responsibilities

• Ability to formulate, implement, monitor, and evaluate compliance with all company legislative policies and procedures; including establishing operational policies and procedures, maintaining accurate record-keeping practices, data collection, practice standards, program development, training programs, community networking and consultation to achieve an integrated best practice approach to service delivery. 
• Promoting the use of best practice models, facilitating supervision, and overseeing the team’s activities while ensuring effective outcomes and adequately managing the demand for service.
• Providing financial, specialised, technical, professional and/or administrative advice. 
• Ability to apply analytical and problem-solving skills to complex issues and maintain relationships between the client, training provider/employer, families, stakeholders, and community. 
• Establish and maintain relationships to resolve organisational issues, negotiate contracts, develop, and implement effective staff management and personnel practices with relevant government agencies, community organisations, stakeholders, funding bodies, and members of the broader community.
• Undertake co-ordination of the company and major work initiatives, with little or no professional direction. 
• Optimising existing revenue streams and developing new revenue opportunities to support the company’s growth, through strategic planning, business development and expansion, and submitting funding applications.
• Developing and implementing strategies to create a safe, supportive, and culturally inclusive environment in all facets of the work area.
• Deliver a high level of proficiency in the application of theoretical approaches in the search of new opportunities which may be outside the original field of specialization. In addition, evaluate and develop/revise methodology techniques within the company.
• Foster a positive workplace culture through exemplary leadership practices and role modelling behaviour and exercise autonomy in the operations.
• Ensure effective recruiting, onboarding, professional development, performance management, and retention.

Selection criteria

Suitable candidates for the Service Manager role must possess the following skills, experience, and qualifications:

Essential

1. A degree from an Australian tertiary institution, which gives eligibility for membership within the Australian Community Workers Association, the Australian Association of Social Workers, and/or the Australian Psychological Society; alternatively, evidence of a combination of relevant previous employment, experience, expertise, study, and competency sufficient to perform the duties of the position. 
2. Minimum 4+ years’ experience in a leadership role and experience with trauma-informed practice, mandatory reporting obligations, delivery of statutory youth justice services, including experience in supervision, coordination, and management. 
3. Significant experience working within a legislative framework in the youth justice or child protection systems and knowledge of relevant legislation and policies with the ability to interpret and apply relevant legislation into practical application.
4. High-level oral, written, and interpersonal communication skills, including the ability to effectively negotiate outcomes, manage conflict and the ability to build and maintain effective working relationships with a diverse range of internal and external stakeholders, with the ability to be innovative and manage change.
5. Superior operational experience demonstrating strong business acumen and entrepreneurial spirit.
6. Excellent organisational and time management skills to manage multiple tasks effectively, with a high level of analytical skills. 
7. Experience in reviewing and developing systems, processes, programs/services and implementing policies and protocols with a focus on improved outcomes and service delivery.
8. Experience with financial and human resources management practices, including WHS risk management processes, relevant legislative frameworks, policies and procedures, and quality improvement practices. Furthermore, manage the company’s resources in accordance with relevant legislations, including financial management and funding sustainability.
9. Proficiency and commitment to the use of electronic information systems for maintaining service-delivery records.
10. Strong problem-solving and decision-making skills to navigate complex situations and find effective solutions, with an emphasis on sustaining trauma-informed practice.
11. Exercise initiative, set priorities, plan, and establish the most appropriate operational methods for the company. 
12. Ability to communicate and work effectively within culturally diverse multidisciplinary settings, including a demonstrated knowledge and understanding of Aboriginal culture, family and community structures, and negotiate outcomes across diverse range of stakeholders respectfully.

Further Information

• The applicant will be required to hold a current Working with Children Clearance notice, also known as an Ochre Card, and be willing to undergo a criminal history check.
• Hold a current C Class Northern Territory Driver’s Licence.
• Hold a current First Aid Certificate or willingness to obtain.

This job description serves to illustrate the scope and responsibilities and is not intended to be an exhaustive list of duties. The Service Manager will be expected to perform other job-related tasks requested and as necessitated by the development of this role and the development of the company.