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General Manager Client Services - Casa Services Limited - Alice Springs

Brooker Consulting Pty Ltd

Casa Services is Central Australia’s highest quality provider and its only local one, with a 40-year history supporting adults with disability. Casa’s ethos to be do-ers, change-makers, and leaders, underpins its mission to transform people’s lives by nurturing each person in their circle – participants, staff and communities.

Reporting to the CEO, this newly created position will have responsibility for leading market strategy, innovation, evidenced-based practice and service delivery across Casa.

A key success factor will be your deep knowledge of the NDIS, operations, business rules, compliance and regulatory frameworks. Your ability to create a shared sense of purpose is predicated on proven skills in leading, managing, developing and motivating teams. Exemplary interpersonal skills, financial acumen and the ability to build strong strategic partnerships are also essential attributes for the position.

Please view the Position Profile on www.brookerconsulting.com.au and send a brief CV (word format) to career@brookerconsulting.com.auor ring Michelle Lyon on 0476 498 982, in confidence.

Position Description

Job Title

General Manager Client Operations/ Client Services

Employment Status and Hours

Full time

Classification and Remuneration

Executive level

Additional benefits

Five weeks annual leave, PBI salary sacrifice available, non-reportable remote area benefits and relocation allowance.

Reports to

Chief Executive

Primary Location

Alice Springs, Northern Territory

About Casa Services

“We help people flourish, every day”

Casa Services is Central Australia’s highest quality provider and its only local one, with a 40-year history supporting adults with disability. Our mission is to transform people’s lives by nurturing each person in our circle – our participants, staff, and communities. We are do-ers, change-makers, and leaders.

Originally named Central Australian Supported Accommodation, Casa was formed by a small group of Alice Springs citizens in the 1970s. Seen as trailblazers, Casa and its parent company Bindi, were among the first organisations in Australia to create jobs and housing for adults with disability.

In the 1970s and 80s it was common for people with disability in Australia to be shunned and removed from society. Many children with disability (who became adults) were sent away to institutions, far from their families and communities.

The Casa pioneers battled endemic discrimination, lack of funding and government inaction to forge new services from the ground up, where no services had existed. Their vision and passionate action changed people’s lives, and people’s minds.

From these grassroots beginnings Casa has grown into a large professional provider of quality care for adults with disability, with 16 Supported Independent Living (SIL) houses, 58 NDIS participants and about 200 employees. Over the decades, Casa won local community support and respect in its fight for basic human rights.

Supported housing remains our core business with a reputation as Central Australia’s largest and most respected SIL provider. In recent years Casa has expanded its suite of disability services to day programs of art, cookery, sport and leisure activities; community support; home care, and NDIS Plan Management.

Long before the arrival of the NDIS, Casa championed the equal rights of people with disability:

  • The right to engage in meaningful work and activities
  • The right to good, supported housing
  • The right to actively participate in their communities
  • The right to reach for their dreams.


  • Adaptability- Being flexible and understanding in the way we work and having the ability to change when needed to achieve the best outcomes for participants and staff.
  • Commitment- Being dedicated to our mission, participants and staff to achieve the best outcomes.
  • Empowerment- Giving those we work with choice and control. Affording all people, the opportunity to grow and meet their potential through support.
  • Inclusion- A willingness to understand and accept differences in our community and belief systems with the common goal of creating further respect and equality within our organisation.
  • Teamwork- Different ideas, values and cultures working collaboratively together to share and achieve common goals.
  • Accountability- Taking responsibility for actions and behaviours while successfully delivering an outcome in an honest and open way.
  • Growth- The ability to improve ourselves, gain more knowledge and find better ways to upgrade our work, services and build positive relationships.

Position Statement

The General Manager Client Services leads the client-facing disability and NDIS operations within Casa.  This is a newly created role which is ideally suited to a person with extensive and deep operational experience and NDIS knowledge. The GM of Client Services will lead reform and develop and maintain an operating model to deliver exceptional services and value to Casa and its clients.

Key Responsibility Areas: Organisational Leadership:  

  • Contribute as a member of the executive leadership team to develop, align and engage our people to achieve the organisation’s strategic goals and operational priorities.
  • Build strong strategic relationships with relevant internal and external stakeholders that include health services, community partners, government services and other key related stakeholders.
  • Leading innovation and evidence-based practice and service delivery across Casa.
  • Provide clinical and program leadership, and management for the organisation.
  • In conjunction with the leadership team, lead the development of an evidence-based practice framework unique to Casa’s context and geographical location.
  • Identify emerging opportunities in the sector and position Casa strategically and operationally to act.
  • Executing Casa’s strategic objective to deliver sustainable revenues, growth, and net operating margin.

Operational Leadership:  

  • Lead client-facing operations within Casa in a wholistic and collaborative manner to ensure the people Casa supports achieve their goals.
  • Lead Casa’s service delivery operations, policies and processes in alignment with NDIS operational frameworks.
  • Develop and maintain an operating model that delivers quality and value to Casa’s clients and reinforces the Casa strategy and brand.
  • Coach and mentor to build a client-facing team culture of quality service, accountable performance and resilience.
  • Ensure strong risk management practices and compliance underpin all client services.
  • Oversee Casa’s service delivery assets and infrastructure to ensure quality, safety and efficiency.
  • Accountable financial management and reporting.

Disability and NDIS Operations:  

  • Shape and drive our service delivery response for community through good practice, innovation, creativity which relates to the Casa’s vision and values.
  • Build new and improve existing services offerings along with good practice models of support.
  • Compliance with regulatory requirements and good practice clinical governance.
  • Provide program management, including direct supervision, support and appraisal.
  • Deep NDIS knowledge; client asset value and client life cycle for the organisation.
  • Implement operating systems including CRMs and ERPs to maximise operational efficiencies.
  • NDIS and community networking.

People Leadership:  

  • In consultation with the Chief Executive Officer, Chief Financial Officer and General Manager of Corporate Services assist in the development of a Workforce Development Strategy that aligns with our new strategic goals.
  • Operational involvement in areas of recruitment, retention, induction, and management of employees.
  • Operational involvement with HRIS system (currently Employment Hero) and other operating systems to maintain people systems and process that include rosters, management of leave and resourcing. This will be in conjunction with the HR Manager.
  • Maintain appropriate levels of skills development and support staff to take an active part in their ongoing professional development.
  • Ensure people policies and practices are up to date and reflect current good practice.
  • Ensure the operational needs of the organisation are aligned with staff availability and capacity.

Generic Accountabilities –All Employees  

To provide participants with high quality support that addresses individual needs and enhanced independence, abilities, community participation and/or quality of life all employees are expected to:

  1. To demonstrate consideration, understanding and respect for clients and their families at all times in all interactions.
  2. Monitor and report performance against Performance Goals and take corrective action as required.
  3. Encourage and support continuous improvements in the workplace, exhibiting a positive and solutions focused attitude.
  4. Provide a safe working environment within your area of responsibility, actively participating in and supporting a ‘safety first’ business culture.
  5. Ensure compliance with Statutory and Regulatory requirements, and Casa Services policies, processes and procedures.   

Key Selection Criteria & Skills/Attributes  


Qualifications and Licences:  

  • Tertiary Qualifications in Health, Business, Social Sciences or a related discipline.
  • 8 years or more experience in an operational leadership role with responsibility for quality, risk, financial and people outcomes in the social/human services sector.
  • Deep knowledge about the NDIS gained from 5 years or more experience in an operational leadership role including the implementation of Supported Independent Living, Community Access/Participation, Support Coordination, the NDIS Price Guide and responses/reporting to NDIS Quality & Safeguards provisions.
  • Demonstrated experience in coaching, support, and advice on complex client needs, service delivery issues and critical incident response.
  • Demonstrated experience in managing staff performance and employee relations and coaching middle managers in this area of work.
  • Sound knowledge of the concepts and principles of quality management and evidence-based health services.
  • Unrestricted Driver’s Licence
  • Evidence of the right to work In Australia

All employees at Casa are subject to ID, police and qualification checks and must also hold current Working with Children and NDIS Worker Screening Checks. It is a mandatory condition of employment for this position to be vaccinated against COVID-19. Proof of vaccination will be required prior to commencing.

  • Demonstrated experience in identifying new business and growth opportunities.
  • A sound understanding and appreciation of the vulnerabilities and experiences of people with disability who access services.
  • A sound understanding and experience in implementing supported decision-making for people with disability is highly regarded.
  • An understanding of Central Australia and/or the Northern Territory, and a connection with communities.

Personal Attributes  

  • Personal alignment to Casa’s values with integrity
  • Strong work ethic
  • Assiduous, tenacious and conscientious
  • Strong leadership and team engagement
  • Transparent, accountable, collaborative and flexible
  • Hands on and wiling to work strategically and operationally
  • Demonstrated experience and achievements at executive/senior level in similar role within a disability or community service
  • Excellent communicator with excellent written and verbal skills
  • Leader and influencer
  • Strong analytical, problem solving and negotiation skills, underpinned by excellent numeracy and literacy
  • Strong financial management skills and business acumen
  • Proven innovator
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