At Australian Kookaburra Kids Foundation (‘AKKF’) our purpose is to empower young people to thrive beyond the impacts of family mental illness. We achieve this by:

• Delivering positive mental health outcomes through high quality services that are trauma informed and evidence based.
• Delivering services that uniquely integrate recreation with mental health education, on the kids turf and on the kids' terms; and
• Driving thought leadership and best practice in mental health through research and advocacy for young people and their families across Australia.

We are a values-based, equal opportunity employer committed to equity, diversity, and inclusion. Our values act as a guide for our behaviours and engagement with our colleagues, volunteers, young people and their families, partner organisations, and communities.

Our values are:

• Connection - we are passionate about building genuine connections and creating fun experiences for the young people we support.
• Commitment - we are committed to making a positive difference in the lives of all young people.
• Collaboration - we work together, united as one team, organisation, and community.
• Integrity - we live and work with integrity, trust, and transparency in everything we do.

The opportunity:

Reporting to the Chief Operating Officer, The Head of Service Delivery is responsible for developing and delivering AKKF’s Service Delivery operational plan to achieve optimal results for our young people, families, partner organisations and stakeholders.

This includes:

• Ensuring that AKKF programs are offered are fit for purpose, innovative, and resourced,
• Ensuring programs are in alignment with the requirements of our partners and supporters and within the operating and financial parameters of the organisation;
• Providing effective direction and management of AKKF programs and services to facilitate the delivery of exceptional programs, services, and
• Family and volunteer engagement with AKKF.

Working as part of the Senior Leadership Team, this role is also responsible for contributing to the development and implementation of the broader organisational strategy and plans.

AKKF is a remote organisation and majority of the role will be performed while WFH.

Responsibilities include:

Service Delivery Management:

• Lead the Service Delivery team in the design, development, and delivery of high-quality, scalable, portfolio programs. Ensure program outcomes, contract/stakeholder requirements, and milestones are met.
• Work with the Clinical services, Engagement and Volunteer teams to ensure the needs of the young person and their family remains central to the design, development, and delivery of AKKF programs.
• Oversee the Service Delivery team’s work allocation/rostering to ensure the workload is managed equitably, effectively, and in alignment with any legislative instruments.

Young Person and Family Engagement:

• Build and manage relationships with young people and their families to ensure a positive experience with AKKF and repeat engagement of our young people on programs.
• Respond to concerns raised from our families and address issues as they arise to ensure all matters are dealt with in a professional and timely manner.
• Ensure a high level of customer service is maintained to our young people and families, with effective communication channels and consistent response times.

WHS and Risk Management:

• Manage Work Health and Safety and risk assessments for AKKF programs. Analysing key risks and advising appropriate mitigation strategies in accordance with the overall risk management system.

Financial Management and Reporting:

• Contribute to the Service Delivery business plan and budget, to ensure the delivery of programs is in alignment with program budgets, monitoring performance against the set parameters throughout the year.
• Work closely with the AKKF team, contributing to, and supporting the development of, proposals, grants, and acquittals.

Management and Leadership:

• Lead and manage the Service Delivery team, fostering an open, supportive, values-based work environment for AKKF employees and volunteers when on program.
• Develop, coach, manage, and support the Service Delivery team across the various facets of Service Delivery, to seamlessly delivery high quality programs.
• Ensure team members have clear KPI’s in place, and regularly review-team members progress on KPI’s and priorities (e.g., Quarterly Check Ins).

About you:

• Relevant tertiary qualification in education, outdoor recreation, child protection, management or other related fields or demonstrated experience in a similar position.
• Experience in implementing recreational programs and/or services to young people (8-18 years), with expertise in establishing and delivering supportive programs for vulnerable young people.
• In-depth knowledge of Child Protection, Child Safety and Privacy standards and legislation across all Australian jurisdictions.
• Demonstrated team leadership experience.
• High level customer service expertise.
• Experience with change management, performance management and mentoring.
• Demonstrated work health and safety, risk management and compliance experience.

To apply

Applications will be reviewed as they are received.

If you have any questions, please reach out to us at [email protected] using the subject line: Head of Service Delivery - Remote / Work From Home enquiry via EthicalJobs.

The successful candidate will be required to complete a National Police Check and Working with Children Check for their state prior to commencement.