• Permanent, Full Time (1 FTE)
• La Trobe Street, Melbourne
• SCHADS Level 8, $127,340.55 (plus super and salary packaging) 

Role Purpose

The Manager – Quality Assurance & Continuous Improvement (ACQI) is a pivotal leadership role responsible for developing and leading the implementation of ACQI systems across GSANZ.

This role focuses on building continuous quality improvement (CQI) capability across the enterprise and workforce, ensuring compliance with legislation and standards requirements, and promoting evidence based and sound practices in service delivery and client safety.

Key Responsibilities

• Provide leadership based on practice data and contemporary research to drive continuous improvement in service delivery across the organisation.
• Oversee CQI systems, including auditing programs, incident reporting, client feedback, and client complaints.
• Manage GSANZ’s complaints process, incident management (Riskman), and Client Incident Management System (CIMS) reporting.
• Implement and manage the quality clinical auditing system for all Community Services, Family Violence Services, Family Services, and Financial Resilience and Capabilities pro
• Develop and implement an escalation framework for complaints and high-risk incidents to ensure timely and effective resolution. 

About you

• Formal qualifications in community services, business, management, education, health sectors or equivalent demonstrated experience.
• Several years of experience in a leadership role in Quality, Continuous Improvement, Risk, or Auditing, ideally in the not-for-profit/community services sector
• Experience leading and managing organisational accreditation programs using systematic project management approaches.
• Exceptional interpersonal skills with a talent for negotiating and influencing positive outcomes for internal stakeholders.
• Demonstrated ability to develop and implement risk management and escalation frameworks, ensuring effective handling of complex or high-risk complaints and incidents.

About Us

Our 2023-2027 strategy outlines the world we want to see and our role in advancing it. We aspire for all women, girls, and families to be safe, well, strong, and connected. We strive for equity, dignity and social justice for women, girls and families by collaborating globally and acting locally, supporting our communities in Australia and New Zealand to thrive. 

We want women, girls and families to live full and dignified lives, have dignified income and enjoy financial wellbeing.  We aim to provide place-based, people-centred, holistic services while working at the system level to achieve bold and audacious reform. We currently offer microfinance programs and products, financial counselling and coaching, family and domestic violence support services, family and youth programs, playgroups, education programs and community houses. These services are complemented by research and strong advocacy to address the underlying structural causes of injustice, exclusion, and inequality.

Good Shepherd employees are committed to inclusive practice that responds to the specific needs, context, and circumstances of service participants. We embrace the diversity and intersectionality of individuals and recognise a person’s right to a unique identity comprising culture, language, ability, community, gender, sex, sexual orientation and lived experience. 

Benefits

• Salary packaging (which can add up to $15,900 in tax-free pay per year)

• Paid study leave
• Paid parental leave
• Gifted leave at Christmas and Easter
• Employee Assistance Program, a free and confidential counselling service
• + more 

How to apply

Please click 'Apply Now' to complete your application. Please upload your resume and a brief cover letter addressing the key selection criteria.  Please apply as soon as possible, applications are considered as they are received. 

To view the position description visit our website.

Personal data held by Good Shepherd Australia New Zealand relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

We recognise the rich diversity of people across Australia. We are committed to ensuring that our team is reflective of the diverse community we serve and to supporting a culture of equity, inclusion and diversity.

Good Shepherd Australia New Zealand is a Child Safe employer. Employment is subject to satisfactory referee checks, a current employment working with Children Check, National Criminal History check and proof of the right to work in Australia.