Switchboard Victoria is based on the lands of the Yaluk-ut Weelam clan of the Boon Wurrung peoples and the lands of the Wurundjeri Woi Wurrung peoples. 
 
We acknowledge that our work takes place on lands that are under colonial occupation and that sovereignty has never been ceded. We hope to pay our deepest respects to Boon Wurrung and Wurundjeri elders, past and present, and wish to extend this respect to all Aboriginal and Torres Strait Islander People across this Country we know as Australia.

About Switchboard (Victoria) Inc. 

Switchboard Victoria is a community-based, not for profit organisation that provides peer-based, volunteer driven support services for Lesbian, Gay, Bisexual, Trans, and gender diverse, Intersex, Queer, Asexual and more (LGBTIQA+) people and their friends, families and allies. 

Our current activities include: 

• Phone and web counselling and referral – Switchboard is the Victorian partner in the national QLife service. QLife provides anonymous and free LGBTIQA+ peer support and referral for people in Australia wanting to talk about sexuality, identity, gender, bodies, feelings, or relationships. 

• Community connections for older LGBTI+ people – Switchboard’s Pride in Ageing program works to tackle ageism and strengthen social inclusion and community connection for older LGBTI+* Victorians. The Out and About peer visiting program builds friendship and connection between LGBTI+ seniors living anywhere in Victoria through regular volunteer visits.  

• Connecting the LGBTIQA+ community - Rainbow Door is a free specialist LGBTIQA+ helpline providing information, support, and referral to all LGBTIQA+ Victorians, their friends and family. Rainbow Door supports people of all ages and identities with issues that may include suicidal thoughts, family, and intimate partner violence (including elder abuse), alcohol and other drugs, relationship issues, sexual assault, social isolation, mental health and wellbeing. 

• Preventing suicide - Switchboard’s Suicide Prevention program puts responding to the challenges of suicide among LGBTIQA+ communities at the core of Switchboard’s work. We work nationally to provide suicide prevention, intervention and postvention programs, with an emphasis on building community resilience through peer-led and lived experience activities.

• QTIBPoC Program - Aims to build connection and greater equity for Queer, Trans, Intersex and Bla(c)k, Indigenous and/or People of Colour and People of Faith. The program runs free events and workshops throughout the year led by and for QTIBPoC communities.

• Capability building - Switchboard’s training program delivers a range of training to the community and service sector organisations. Trainings offerings include LGBTIQA+ Inclusive Practice, How to Recognise and Respond to F/IPV, How to Talk About Suicide Safely, Everyday Racism in the Workplace and Peer Support Training. Staff are accredited to deliver LivingWorks programs ASIST and safeTALK.

• Supporting our rainbow families – Switchboard’s Rainbow Families program connects and supports LGBTIQA+ parents, carers, and their families. Supporting services to develop and deliver rainbow family-inclusive better practice across Victoria.

Position details

Title: Director of Operations

Organisation: Switchboard (Victoria) Inc

Employment type: Flexible employment arrangements: 0.8 FTE – 1.0 FTE, Ongoing contract (dependent on continuation of Government funding)

Classification & remuneration: Social and Community Services Employee, Social, Community, Home Care and Disability Services Award 2010.

$145,000 per annum, plus 12% employer superannuation contributions in accordance with the Superannuation Guarantee legislation and Payday Super requirements.

The position is indexed annually against the Social, Community, Home Care and Disability Services Award 2010 at Level 8, with remuneration above the minimum award rate.

Salary packaging benefits available ($15,899 plus meals and novated lease), alongside Employee Assistance Program access and ongoing professional development.

Location: Switchboard Victoria operates from offices in Melbourne’s inner north and the Victorian Pride Centre, 79–81 Fitzroy Street, St Kilda VIC 3182.

Applicants must be able to lawfully work in Australia and may be located within metropolitan Melbourne or elsewhere in Victoria, provided they can reliably attend the workplace as required.

This is a hybrid role. The successful applicant must have the capacity to work from Switchboard Victoria’s Melbourne-based offices as reasonably required to meet the inherent and operational requirements of the role.

Switchboard Victoria supports flexible working arrangements, including remote work, where appropriate. Flexible arrangements will be considered in accordance with the Fair Work Act 2009 (Cth) and Equal Opportunity Act 2010 (Vic) and organisational policies, and are subject to the inherent requirements of the role and operational needs.

Reports to: CEO

Direct reports: Currently 5 Direct Reports:

Senior Policy, Advocacy and Communications Lead, Senior Quality Improvement and Compliance Lead, Finance Manager, Administration Officer, IT Support Coordinator

Position overview

Switchboard Victoria is seeking a Director of Operations to support the organisation to deliver meaningful, high-quality, peer-based, volunteer-driven services to the LGBTIQA+ community.

As a member of the senior leadership team, this role works in close partnership with the CEO, Executive, Leadership Team and Board to bring Switchboard’s 2024-28 Strategic Plan and Anti-racism Organisational Change Plan (AROC Plan) to life. The Director of Operations helps ensure the organisation is structured, resourced and operating in ways that maximise impact for community, within the realities of limited financial resources. They play a key role in stewarding the organisation’s sustainability, effectiveness and accountability.

This role is responsible for all enabling functions across the organisation, including operations, administration, facilities, finance and IT. Working across these areas, the Director of Operations ensures that systems, processes and infrastructure are fit-for-purpose, efficient and aligned to the needs of staff, volunteers and the community we serve.

With both a strategic and hands-on focus, the Director of Operations supports the day-to-day functioning of the organisation while strengthening longer-term capability. This includes maintaining strong financial oversight, supporting sound decision-making, and ensuring that operational and administrative foundations are reliable, streamlined and continuously improving. A focus on risk management, governance and quality improvement is essential to support safe, effective service delivery.

The Director of Operations also leads the organisation’s accountability to community and stakeholders. This includes ensuring that program infrastructure, data collection and reporting processes meaningfully reflect our impact. The role works with the Senior Policy, Advocacy and Communications Lead to ensure that insights are shared back with government, community and other stakeholders in ways that build trust, transparency and learning.

Working closely with the Finance Manager and operational staff, the Director of Operations ensures that reporting, systems and data provide clear, useful insights to inform decision-making and demonstrate impact.

Key attributes include:

• A values-driven leader who is committed to strengthening impact for community

• Strong experience across finance, operations and organisational infrastructure in the not-for-profit and health sector

• Ability to balance strategic thinking with practical implementation and delivery

• Experience improving systems, processes and ways of working to better support people and services

• Sound judgement in financial stewardship, risk management and governance

• A clear and engaging communicator who builds strong relationships across all levels of the organisation and with external stakeholders

Key responsibilities

Organisational leadership and delivery

• Lead the Organisation Support team to provide high-quality operational, administrative and enabling support across the organisation

• Ensure enabling functions, including operations, administration, facilities, finance and IT, are coordinated, reliable and responsive to the needs of staff, volunteers and other stakeholders.

• Contribute to organisation-wide planning and decision-making as a member of the Executive team

• Lead implementation of relevant priorities in the 2024-28 Strategic Plan and AROC Plan, ensuring progress is practical, measurable and aligned to community impact

Operational management and systems

• Oversee the systems, infrastructure and processes that support program delivery, ensuring they are fit-for-purpose, efficient and continuously improving.

• Develop and strengthen organisational systems, reporting and ways of working that support both day-to-day operations and longer-term sustainability

• Lead or support the implementation of new systems, infrastructure or process improvements across the organisation

• Work with the IT Support Coordinator to maintain reliable, secure and effective IT systems, including hardware and software

Governance, risk and compliance

• Maintain oversight of governance, compliance and risk management frameworks across the organisation

• Work with the Senior Quality Improvement and Compliance Lead to ensure compliance with theAustralian Charities and Not-for-profits Commissionrequirements and all relevant legislation, standards and funding agreements

• Maintain key organisational registers including risk, compliance and policy registers

• Support a culture of quality improvement by identifying opportunities to strengthen systems, programs and practices

• Monitor and manage contracts, including funder agreements, ensuring obligations are met

• Work with the CEO and FARM Committee to ensure risks are identified, assessed and managed in a timely way, and that risk awareness is embedded across the organisation

• Lead and coordinate reporting to the Board, Government and other stakeholders, ensuring clarity, accuracy and accountability

Financial stewardship and sustainability

• Oversee the organisation’s financial function, working closely with the Finance Manager to ensure strong financial management and decision support.

• Lead budget development, forecasting and financial reporting with the Finance Manager, CEO and Treasurer.

• Ensure clear financial oversight, including monitoring performance against budget and supporting informed resource allocation.

• Identify, assess and manage financial risks, and maintain strong internal controls and compliance with relevant legislation

• Contribute to long-term financial sustainability, including supporting revenue diversification strategies with the Finance, Audit and Risk Management (FARM) Committee

• Oversee procurement and supplier management, ensuring value, accountability and alignment with organisational needs

Impact, data and accountability

• Ensure program infrastructure, data collection and reporting systems effectively capture and communicate organisational impact.

• Lead the translation of data into meaningful insights that support decision-making, continuous improvement and accountability.

• Ensure reporting back to community, government and stakeholders is clear, transparent and aligned with the organisation’s purpose, values and commitments.

• Support visibility of progress against the Strategic Plan and AROC Plan

People leadership, culture and stakeholder engagement

• Lead, support and mentor the Organisation Support team, building capability and confidence across functions

• Build and maintain strong working relationships across the organisation, supporting effective collaboration between teams

• Manage relationships with key external stakeholders, including funders, auditors, contractors and suppliers

Facilities & office management

• Oversee the management of organisational facilities, including the Melbourne Inner North office and Victorian Pride Centre site.

• Work with the Administration Officer to ensure offices are safe, accessible and well-maintained

• Manage lease arrangements and major facilities-related requirements in line with delegation

• Ensure workplace health and safety requirements are met, including proactively identifying, recording and addressing hazards and incidents

Key Selection criteria

Essential

1. Qualifications and Experience -Relevant tertiary qualifications and/or equivalent professional experience in operations, business, finance, or a related field.
2. LGBTIQA+ Community Knowledge and Values -Demonstrated understanding of the lived experiences of LGBTIQA+ communities, including the impact of intersectionality, alongside a strong commitment to equity, anti-racism, inclusion and community-led practice.
3. Operational Leadership -Proven leadership across organisational operations, including oversight of enabling functions such as administration, finance, IT, and facilities to support effective service delivery.
4. Strategic Planning and Execution -Ability to contribute to organisational planning and translate strategic priorities into practical, measurable actions and outcomes.
5. Governance, Risk and Compliance -Demonstrated expertise in governance, risk management and compliance, including maintaining frameworks, ensuring adherence to legislation and funding requirements, and supporting Board reporting.
6. Systems and Process Improvement -Experience developing and enhancing systems, processes and organisational infrastructure to improve effectiveness, efficiency and long-term sustainability.
7. Data, Reporting and Impact Evaluation -Ability to implement and maintain data collection, reporting and evaluation processes that clearly demonstrate impact and ensure accountability to community, government and stakeholders.
8. People Leadership, Stakeholder Engagement and Financial Literacy - Proven ability to lead and build team capability, engage effectively with internal and external stakeholders, and apply strong financial literacy, including interpreting financial reports to support sound decision-making.

Desirable

1. Experience working within the not-for-profit sector, with an understanding of its funding environments, governance structures and community accountability
2. Experience working in an LGBTIQA+ organisation and/or other community-based organisation, with an appreciation of peer and community-led models or approaches and service delivery contexts

To find out more and apply

Please carefully review the selection criteria for this position, which you should systematically address in your application (this does not have to be in a separate document), which should also include your resume listing all relevant employment and volunteer experience and qualifications, and a cover letter.

Please note that applications that do not address the key selection criteria will not be considered.

For more information, please contact Jenna Tuke, CEO ([email protected] using the subject line: Director of Operations enquiry via EthicalJobs).

Switchboard Victoria is committed to supporting diversity and inclusion in our workforce and will consider all qualified applicants, regardless of sex, gender, gender identity or expression, age, disability or national origin.  Switchboard especially welcomes and encourages applications from people who are Aboriginal and/or Torres Strait Islander; trans, gender diverse or intersex; disabled; carers; live with HIV, are culturally and linguistically diverse (CALD), People of Colour and/or People of Faith; identify with having lived experiences of suicide and mental ill-health. 

Find out more about working at Switchboard at http://www.switchboard.org.au/