ABOUT THE ROLE

The Manager - Practice Excellence and Service Innovation drives the standardisation and continuous improvement of service delivery across the WCS network, ensuring compliance with the WCS Practice Framework, policies, and government and accreditation standards.

This role leads best practice and service delivery improvements by identifying trends, conducting case reviews, and implementing service enhancements. It supports the use of outcomes measurement tools across the network and coordinates training to address skills gaps. The role also leads initiatives to embed client voices into WCS strategy, fundraising initiatives and service improvements to ensure clients always remain at the centre of what WCS does. 

This role involves developing and leading forums to promote best practice, mentoring Shelter Managers, and providing locum support when needed. The position also serves as a liaison between the WCS Hub and the network, fostering communication and supporting culturally appropriate and inclusive services.

About us

Women’s Community Shelters (WCS) was established in 2013 to build community capacity and response to women’s homelessness, including domestic and family violence. WCS works with communities to establish new shelters which provide short term emergency accommodation and support in a safe environment.

Under a tripartite model, WCS brings together government, community and philanthropy to fund the establishment and ongoing operation of shelters and other innovative housing solutions.

As a Tier 3 Community Housing provider, WCS relies on traditional and innovative housing solutions to achieve positive individual outcomes for women with and without children.

Essential skills required

• Tertiary or other qualifications within the Community Services, Social Work or similar (minimum Diploma Level) or 3 years’ experience in a comparative role.
• Excellent and demonstrated interpersonal and communication skills.
• Understanding of relevant legislation, regulations, accreditation and any other relevant external standards that apply to relevant work practices.
• Prior experience in managing a human services team and/or a facility/operation.
• Prior and demonstrated experience in strategic thinking and delivering service improvements.
• Previous casework experience in the provision of support to women that have experienced domestic and family violence;
• Knowledge of networks, agencies and services and their role in supporting those that have experienced domestic and family violence;
• Demonstrated ability to work constructively and collaboratively with a variety of stakeholders, including Shelter Boards, WCS Representatives, staff, clients, local service and community partners, and government agencies;
• Excellent verbal and written communication skills, and ability to demonstrate genuine empathy and compassion and open to receiving and providing constructive feedback;
• Strong time-management and prioritisation skills, and previous experience in project delivery and service delivery;
• Ability to lead and inspire a culture committed to service excellence and innovation;
• Proven ability to work independently and under limited supervision and to be accountable for individual performance in a fast-paced environment whilst working as part of a team;
• Sound knowledge of Microsoft Office programs and software operating systems.
• Ability to attend to on-call matters and supporter events out of normal office hours;
• Hold a current recognised first aid qualification (such as a certificate from the St John Ambulance or similar body);
• Hold a current unrestricted NSW Drivers’ licence.
• Clearance outcomes on mandatory compliance checks including, Working With Children’s Check and National Police Check.

WCS’ services are provided only to women and their children. WCS considers being a woman is a genuine occupational qualification for this position under section 31 of the Anti-Discrimination Act 1977 (NSW) and section 30 of the Sex Discrimination Act 1984 (Cth).

• Work with purpose – join a committed and passionate team working with purpose and impact
• Hybrid and flexible – our office is in a convenient Surry Hills location close to Central station, and our team enjoy hybrid working arrangements. While a full-time candidate is preferred, applicants seeking part-time or condensed working weeks will be considered.

By joining our dedicated team, you’ll make a tangible impact to the lives of women and children experiencing homelessness and domestic violence – every single day. If you thrive in fast-paced environments where you can use your expertise to make a difference, we invite you to apply and we look forward to hearing from you.

Please click "Apply now" to submit your application.

Please apply as soon as possible as we will be reviewing applications as they are received. Interviews will be held in May 2025.

For any questions, please contact [email protected] using the subject line: Manager - Practice Excellence and Service Innovation enquiry via EthicalJobs.

We seek a diverse workforce. We strongly encourage Aboriginal and Torres Strait Islander people to apply.

“Every woman and child has the right to a safe and secure home. The trauma of homelessness can impact every element of their life – their health, their education, their relationships, their sense of self – and their future prospects. We invite you to walk beside and support the women and children in our shelters. You won’t be just changing lives – you will be saving lives.”

- Annabelle Daniel OAM, CEO Women’s Community Shelters