Start 2025 supporting carers across Australia alongside a passionate, friendly and committed team of experienced professionals. Join our growing Carer Gateway Program, by leading our Telephone Counselling Intake team as well as our Carer Online Community. This is an exciting opportunity to join our program during a period of rapid growth! You will be strategically and operationally leading two high functioning and highly effective teams while playing a key role in recruiting new talent to support carers nationwide. Make a real impact as we expand and strengthen our services!

• Permanent Full-Time opportunity, based in Lewisham
• Hybrid working arrangements available
• $58.23 per hour + Super + Salary packaging

What you’ll be doing… 

The Carer Gateway National Counselling Service provides a key platform for carers across Australia to engage with credentialled, experienced & compassionate counsellors to reduce stress and isolation and improve wellbeing. The Carer Gateway Online Community provides a safe and anonymous online platform for carers to share their experiences with other carers across Australia and to support one another.  The multifactorial impact of caring experiences on both mental and physical health are often very complex and unique to each caring situation. Our purpose is to support carers earlier in a proactive way by fostering wellbeing and sustainability in their caring role.

The Carer Gateway National Counselling Service is a national program operating Monday to Friday, from 8:00 am to 8:00 pm (outside of daylight savings) and 8:00 am to 9:00 pm during daylight savings. The Carer Gateway Online Community is available to carers 24 hours a day, 365 days a year.

As part of this role, you will participate in an after-hours and weekend managers-on-call escalation roster for the community. Occasionally, you may also provide hands-on operational cover during periods of unplanned staff leave.

For more information on the Counselling Service please visit, www.counselling.carergateway.gov.au/s. For further information regarding the Online Community please visit www.forum.carergateway.gov.au/s/ 

The Manager (internally referred to as the Practice Manager) will provide strategic, operational, and clinical leadership to the Carer Gateway Online Community team and to the Counselling Intake team of the Carer Gateway telephone counselling program. 

In this pivotal role, you will directly supervise four Team Leads ensuring safe and high-quality service delivery, meeting of program goals, and maintenance of service-level agreements.

Some of your key responsibilities will be:

• Lead and supervise teams to ensure effective service delivery aligned with carer needs, program goals and KPIs
• Monitor and maintain service quality by overseeing intake assessments, referrals, case management, and forum moderation and carer feedback
• Identify and manage risks, ensuring compliance with sector requirements, organisational standards, legislation, and policies
• Oversee operational, clinical, and corporate governance with a focus on risk management and escalation procedures
• Monitor and implement the Digital Mental Health Service Standards
• Foster collaborative relationships and communicate effectively with diverse stakeholders, including the Carer Gateway Director, Counselling Practice Manager, and Stakeholder & Engagement Lead

This role is suited to a dynamic leader with a hands-on approach, a systemic mind set and a focus on quality in service delivery, as well as a passion for supporting carers, communities, and the workforce.

If you would like to find out more about the role, please view the Position Description attached below. 

What you will need…

• Industry-relevant experience in coordinating services and supporting individuals and teams to deliver client outcomes
• Strong understanding of intake assessment and case management practices, with knowledge or training in counselling
• Relevant program specific qualifications, expertise, and professional membership e.g., AASW, ACA or PACFA
• Excellent communication, interpersonal and teamwork skills are essential 
• High level experience working with multiple systems including electronic customer relationship management system(s) (CRM) or similar and Microsoft applications is essential 
• Strong organisational skills including the capacity for critical thinking and a systemic approach to prioritisation 
• Experience as a Moderator would be highly desirable and applied hands-on technical expertise in moderating and managing online communities or social media is required
• Demonstrated understanding of child protection, domestic and family violence and other relevant legislation as required by services
• A current Working with Children Check

What our Benefits include…

• Professional Growth: Tailored professional development opportunities to support your career ambitions
• Work-Life Balance: Embrace flexibility and align your work and your life to enable you to thrive in a Family Inclusive accredited organisation
• Tax Savings: Maximise your income with generous salary packaging, reducing your tax and increasing your take-home pay
• Generous Leave: Above-award annual and personal/carers leave, extended parental leave, and additional leave for celebration and graduation day
• Inclusive: Join a friendly and supportive organisation that values your contributions and voice
• Wellbeing: Free access to a premium mindfulness app, EAP counselling, yearly flu vaccinations, and a variety of wellbeing activities to make your workday more enjoyable

Choose a workplace that cares about your growth, happiness, and overall well-being. Join us today! 

Click Apply Now to view the Position Description and begin your online application!

To be considered for this role, you will need to attach your resume and a cover letter addressing how your skills, knowledge and experience meet the requirements of the role. Applications that do not address the selection criteria or provide a resume only will not be considered.

Please submit your application as soon as possible as shortlisting for this position will commence immediately. Unsuccessful applicants may be placed on an eligibility list for future employment. 

For enquiry and additional information please contact Eva Lavie at CatholicCare Sydney email: [email protected] using the subject line: Manager - Carer Gateway Service enquiry via EthicalJobs.

Who are we and what we do…

People are at the core of everything we do: from supporting and enhancing the wellbeing of our clients to the nurturing and development of our staff and their career aspirations.

CatholicCare Sydney is a leading not-for-profit and the social services agency of the Catholic Archdiocese of Sydney, supporting people from all walks of life. We’re an organisation that promotes diversity and inclusion and commits to the growth and wellbeing of our staff, empowering them to make a positive change to the community. 

We welcome applications from individuals of all ages, identities, abilities, and cultures, including Aboriginal and Torres Strait Islander Peoples, member of the LGBTQI+ community, and people living with disabilities.

At CatholicCare, we believe vaccination to be the best way to keep our people and our communities safe from Covid-19. We require all employees, volunteers and students to be fully vaccinated against Covid-19 as a condition of engagement.

CatholicCare requires the preferred applicant to undertake a National Criminal History Record Check prior to employment, and for this role a Working with Children Check is required.