• Full-time 
• Brisbane
• Hybrid working arrangements

The Lady Musgrave Trust is seeking an experienced and capable Service Systems and Impact Lead to join our small and committed team.  

About The Lady Musgrave Trust

The Lady Musgrave Trust is Queensland’s oldest charity dedicated to providing housing solutions for young women and their children who are experiencing, or at risk of, homelessness and domestic and family violence.

For more than 140 years, the Trust has relied on the generosity of donors, partners and the broader community to help create safer futures for young women and children across Queensland.

The Trust currently provides around 12,000 nights of safety each year across 15 Trust-owned properties in Brisbane, Logan and Ipswich. In June 2025, The Lady Musgrave Trust was named a Queensland Great in the Institutional category.

LMT is governed by a volunteer Board and committee structure and supported by a small team led by the Chief Executive Officer. We work closely with community partners, donors, suppliers, volunteers and external service providers to deliver our mission.

About the Role

The Service Systems and Impact Lead provides senior specialist leadership for The Lady Musgrave Trust’s Housing with Supports model, service-system frameworks, partner engagement, outcomes measurement, evaluation and impact reporting.

Working with a high degree of autonomy under the direction of the Operations Manager, the role designs and improves evidence-informed service models, strengthens partner practice, leads reporting and evaluation activity, and translates data, tenant outcomes, and sector insights into practical improvements. The role supports LMT to demonstrate impact, improve service quality, inform funding and advocacy, and ensure service delivery partners are aligned to LMT’s mission, values and strategic priorities.

Key Responsibilities

Housing with Supports Model Leadership

• Lead the design, documentation, implementation and continuous improvement of LMT’s Housing with Supports model, including practice principles, operating procedures, partner guidance, tools and implementation resources.
• Provide senior subject matter expertise on supportive housing practice, service-system design, partner engagement, tenant outcomes, trauma-informed and gender-responsive practice, and impact measurement.
• Identify emerging practice issues, service gaps, risks and opportunities, and lead improvement projects arising from evaluation findings, tenant outcomes, partner feedback or strategic priorities.
• Translate LMT’s strategic priorities into practical service frameworks, implementation plans, partner resources and measurable outcomes.

Service System Leadership and Partner Engagement

• Coordinate LMT’s service system and strengthen relationships with support partners and stakeholders to ensure shared understanding of the Housing with Supports model, expected outcomes and operating requirements.
• Lead partner meetings, forums, working groups and improvement discussions to support collaboration, shared learning, consistent practice and accountability.
• Monitor partner reporting, outcomes data, service-system feedback and tenant experience to identify strengths, risks, duplication, service gaps and improvement opportunities.
• Provide evidence-based advice to support partner performance reviews, service agreement management, escalation of risks and operational decision-making.
• Develop service-system maps, referral pathways, partner resources and practice tools, and represent LMT in relevant external forums within agreed delegations.

Impact Measurement, Evaluation and Reporting

• Lead LMT’s impact measurement, outcomes reporting and evaluation frameworks, including systems for capturing quantitative and qualitative evidence of tenant outcomes, partner activity, service-system performance and organisational impact.
• Coordinate quarterly partner reporting, analyse outcomes, identify themes and prepare clear reports, dashboards, presentations and briefing papers for the Operations Manager, CEO, Board, funders and partners.
• Lead collection, analysis and reporting of tenant outcomes, wellbeing data, feedback and impact stories, ensuring findings inform practical model improvements and strategic insights.
• Manage external evaluation activities, including liaison with evaluation partners, data sharing, workshops, consultation activities and reporting inputs.
• Strengthen data quality, reporting consistency and evidence-based decision-making to support accountability, advocacy, fundraising, service improvement and future funding opportunities.

Strategic and Organisational Leadership

• Contribute to LMT’s strategic and operational planning, funding strategy, advocacy, service growth and program development.
• Lead significant projects within the service-system, model development, evaluation and impact portfolio, including project briefs, options papers, implementation plans, Board papers and decision-making reports.
• Establish priorities, workplans, outcomes and milestones for areas of responsibility, and contribute to budget planning, project resourcing and monitoring.
• Provide advice and guidance to staff, partners, consultants and volunteers where their work intersects with the Housing with Supports model, reporting or impact measurement.
• Support a culture of learning, accountability, collaboration and continuous improvement across LMT and its partnerships.

Frameworks, Systems and Governance

• Develop, implement and review frameworks, procedures, tools and templates for service-system coordination, partner reporting, impact measurement, evaluation and continuous improvement.
• Maintain accurate, secure and accessible records through LMT’s agreed systems, including SharePoint and relevant organisational platforms.
• Support governance and compliance by preparing accurate reports, monitoring action items, maintaining audit-ready documentation and meeting privacy, information-sharing, child safety, work health and safety, funding, contractual and organisational requirements.
• Identify and escalate risks relating to partner performance, tenant outcomes, data integrity, privacy, compliance or model implementation.

Funding, Advocacy, Communications and Continuous Improvement

• Provide impact data, outcomes evidence, evaluation findings, service-system insights and tenant impact material to support funding applications, acquittals, advocacy, donor communications and strategic proposals.
• Contribute to clear, respectful and evidence-informed impact narratives that demonstrate the value of LMT’s Housing with Supports model.
• Support community and sector engagement where it relates to service-system learning, organisational impact or advocacy.
• Maintain current sector knowledge, promote reflective practice and identify opportunities to strengthen LMT’s frameworks, systems, data, partnerships and service model.
• Participate in supervision, professional development and sector learning, and undertake additional responsibilities as required to support organisational objectives.

About You

You are an experienced social, community, housing, homelessness, evaluation, or service-system professional who can combine strategic thinking with practical implementation. You bring strong judgement, high-quality written communication, and the confidence to work with data, partners, and evidence to improve service delivery. You are comfortable leading frameworks, reporting cycles, evaluation activity, and improvement projects, while maintaining a clear focus on tenant outcomes, accountability, and the purpose of the Trust.

You may come from a not-for-profit, housing, homelessness, social services, public policy, evaluation, research, program design or impact measurement background. Most importantly, you understand how service systems work in practice, can build constructive relationships with partners, and can turn insights into clear reports, practical tools and measurable improvements.

You will enjoy this role if you:

• Are motivated by the opportunity to strengthen housing and support pathways for young women and children experiencing, or at risk of, homelessness and domestic and family violence
• Enjoy working at the intersection of service design, partner engagement, evaluation, impact reporting, and continuous improvement
• Can translate strategic priorities, evidence and sector insights into practical frameworks, tools, reports, and implementation plans
• Are confident analysing qualitative and quantitative information and turning it into clear insights for operational, Board, funder, and partner audiences
• Build trusted, respectful relationships with service partners and stakeholders while supporting shared accountability and consistent practice
• Are comfortable leading projects, coordinating reporting cycles and managing competing priorities with a high degree of autonomy
• Value trauma-informed, gender-responsive, and outcomes-focused practice
• Enjoy improving systems, processes, and documentation so they are useful, consistent, and effective in day-to-day practice
• Communicate with clarity, warmth, and professionalism across internal teams, partners, consultants, funders, and sector stakeholders
• Thrive in a small, purpose-driven organisation where initiative, flexibility, and practical follow-through are highly valued

Core Competencies

• Senior specialist expertise in supportive housing, homelessness, social or community services, program design, service-system coordination, evaluation or impact measurement.
• Demonstrated ability to design, lead, implement and improve service models, practice frameworks, operating procedures or program frameworks.
• Strong understanding of outcomes measurement, evaluation methods, impact reporting and evidence-informed practice.
• High-level analytical and written communication skills, including the ability to interpret qualitative and quantitative data and prepare clear reports, dashboards, Board papers, funding reports and presentations.
• Strong stakeholder engagement, negotiation and relationship management skills, including the ability to influence partners and support shared accountability.
• Demonstrated ability to lead projects, manage competing priorities, exercise sound judgement and deliver outcomes under limited direction.
• Sound understanding of governance, privacy, information sharing, risk management, compliance and record-keeping obligations relevant to community services.
• Strong digital capability, including confidence using data, reporting and information management systems; experience with Power BI or similar tools is desirable.
• Ability to work collaboratively in a small, purpose-driven organisation while providing senior specialist advice and leadership.

Mandatory Requirements

• Current Queensland driver’s licence.
• Current National Police Check and Working with Children Check/Blue Card, or eligibility to obtain both.
• Relevant tertiary qualification in social work, human services, community development, public policy, evaluation, social sciences, housing or a related discipline; or equivalent experience and competence to perform at this level.
• Significant experience in housing, homelessness, social/community services, program design, service-system coordination, evaluation or impact measurement.
• Availability for occasional out-of-hours work related to Trust events, stakeholder engagement or service-system activities, with time off in lieu in accordance with organisational arrangements.

Working arrangements and remuneration

• Full-time role: 38 hours per week.
• Based in Brisbane, with hybrid working arrangements including at least three days in the office and up to two days working from home, subject to operational requirements.
• Occasional evening or weekend work will be required to support events and activities, with advance notice wherever practicable.
• Classified under the Social, Community, Home Care and Disability Services Industry Award 2010 at Level 6, with the applicable pay point determined having regard to skills and experience.
• Superannuation and any available salary packaging benefits will apply in accordance with LMT arrangements.

Safeguarding, inclusion and employment checks

The Lady Musgrave Trust values diversity, inclusion and respectful workplaces. We welcome applications from people with diverse backgrounds, experiences and perspectives who share our commitment to creating safer futures for young women and children.

Employment will be subject to satisfactory background screening requirements relevant to the role, including a National Police Check and, where required for the duties of the position, a Working with Children Check / Blue Card.

For further information about the role, please contact Andrea Ritchie E: [email protected] using the subject line: Service Systems and Impact Lead - The Lady Musgrave Trust enquiry via EthicalJobs.