Practice Improvement Manager

About Us

SSI is a national not-for-profit organization providing dedicated human and social services to a diverse Australia. With community at the heart of everything we do, our purpose is to create a world in which everyone has access to equal opportunities,

SSI supports individuals, children, families and communities via a range of vital human services from settlement support of newcomers and refugees through to programs in employment and education and health wellbeing and social supports for all Australians, new and old.

About the Team

SSI is funded by the Department of Home Affairs to deliver the Humanitarian Settlement Program (HSP) in the Sydney and Regional NSW Contract Regions.

The Program supports newly arrived humanitarian entrants and other eligible clients to integrate into Australian life by building the skills and knowledge they need to become self-reliant and active members of the community. Key needs-based services available under HSP include airport reception, short-term accommodation, referral to mainstream and specialist support services, connections to local community groups and activities, assistance to find long-term accommodation, assistance to learn English, gaining employment and access education and training, assistance to manage health assessment, follow-ups and appointments and accessing family support services and orientation to Australia, including our values and laws.

About You

The Practice Improvement Manager will focus on program performance improvement. The function will work collaboratively with other HSP Managers and team leaders in reviewing, monitoring, and implementing best practices in case management ensuring consistent and quality service delivery across HSP teams.

The Manager Practice Improvement will oversee the review of service delivery, practices, client feedback, and audit results to then implement training and development needs to Team Leaders and frontline staff in collaboration with HSP managers and SSI’s learning & development team.

Responsibilities:

     * Provide leadership, guidance, and specialist support to the Team Leader(s) with regards to ongoing policy and procedural guidance on HSP program changes.

     * Contribute to the development, review, and implementation of HSP policies, procedures, and processes with a focus on case management (including intermediate deliverables and foundation settlement Services) service provision.

     * Coordinate access to training for Team Leaders and frontline staff in collaboration with HSP Managers and SSI’s learning & development team as well as external agencies.

     * Support HSP teams to develop relevant actions to improve service delivery based on client feedback.

     * Specialist advice and support to HSP teams concerning Critical Incidents. Review CIRs, track and report trends in CIRs. Identify gaps in incident reporting and follow-up, supporting with training for the staff in consultation with HSP Managers.

     * Contribute to content for policy and process improvement about improving outcomes regarding client incidents, complaints, and feedback

     * Work collaboratively with other managers, to drive continuous improvement and

     * accountability by ensuring analysis of quality of service across all deliverables using evidence-based approach, and performance improvement strategies.

     * Support line manager to ensure compliance with HSP contractual requirements.

     * Ensure staff work within funding and service agreement requirements through active monitoring and data/report analysis

     * Contribute to the development of annual business plan that relates to the SSI Impact Strategy in consultation with the line Manager and leaders across the Program.

     * Identify opportunities for the development of strategic partnerships with relevant stakeholders including other service providers and community groups. 

Essential Criteria

     * Bachelor/Masters of Social Work, Bachelor/Masters of Psychology or Qualification in other relevant fields.

     * Demonstrated experience of 5 years in casework practice and/or management of casework in a human service and/or social work space.

     * Proven Leadership Experience delivering and/or overseeing delivery of complex case management.

     * Critical thinking, analytical and negotiation skills

     * Experience of case management in leadership or managerial capacity in CALD communities.

     * Experience in casework analysis, review and audit

     * Training development and delivery

Please ask us for a copy of the PD for the full responsibilities.

About our Benefits

     * Salary packaging options to receive up to $15,900 of your salary tax-free meaning more take-home pay!

     * Industry leading flexible working arrangement supported to work from home and office, including 9-day fortnight;

     * Access to in-house training and learning opportunities for professional development and growth.

     * Access to our inhouse wellbeing programs

     * Working alongside professional and dedicated team members all wanting to make a difference in our communities 

About our Recruitment Process

At SSI we have a zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers.

All successful candidates will be required to undergo pre-employment checks including reference checks, WWCC, a Criminal History Check and NDIS Screening check (if applicable) as a reasonable condition of employment. 

To Apply

If excited by the information above, we look forward to receiving your application, including your resume and cover letter expressing your interest and suitability for the role. 

Applications will close as soon as a suitable candidate is secured, therefore, do not delay in submitting your application

Should you require further information about the role please contact talent@ssi.org.au

A recruitment pool may be created for permanent and temporary opportunities of the same role or role type that may become available in the future. 

Our commitment to Diversity:

SSI strives to be an inclusive workplace for all people. We recognise that we operate in a diverse community and welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, refugees and people with disability. We accept and consider all your experience including from overseas and volunteering opportunities.

Our commitment to flexible working:

SSI is committed to ensuring that we reflect the NSW community that we serve. We support an inclusive workplace where staff have access to opportunities, enabling our team members to drive innovation and delivery of high-quality services. We are open to discussing flexible working arrangements and encourage our people to explore new ways of working – including part-time, job-share or working from different locations. Everyone can ask about it.

SSI is a Disability Confident Recruiter, and our Talent Acquisition team can also assist in; providing alternative formats to apply, making adjustments to the recruitment process and offering information about workplace adjustments and support networks. Should you require adjustments please email us at talent@ssi.org.au or call Theresa on 0468 836 759.