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Coordinator – Direct Services role

Organisation : inTouch Multicultural Centre Against Family Violence

Location : Melbourne (Dandenong)

Work type : Full-time

Profession : Community Services, Program Coordination & Management

Sector : Community Support Services, Families, Women

Salary type : Annual Package

About the role

We are seeking a suitably qualified and experienced Coordinator, Director Services to provide leadership, direction and support to the Direct Services Team, Students on placement and Volunteers. This includes developing and implementing organisational change, in the context of sector reform and the inTouch strategic direction as well as ensuring practice aligns with the Code of Practice for Specialist Family Violence Services and the MARAM Framework.


The Coordinator is responsible for providing direct supervision to approximately 10 staff, while working closely with key staff, including the Specialist Family Violence Practice Lead and the other Direct Services Coordinator, to support staff to provide best practice, responsive case management services across the spectrum of service delivery, from intake to case closure and post program support. 


This position is part of the inTouch Leadership Group and is required to represent inTouch on a range of networks and partnerships. 


If you have the capability to achieve success in this role, have a genuine commitment to social justice, high ethical standards, and values we would love to hear from you!

Position Accountabilities:


Direct Service Delivery / Supervision

Ensure culturally safe, best practice service delivery to women, their families, and communities by:

  • Leading your team in an agile, client centered response to organisational change taking into account service sector reforms 
  • Providing trauma informed, culturally sensitive leadership to the Direct Services Team, modelling compliance with service scope, MARAM framework and the DV Vic Code of Practice
  • Lead practice where all victim survivors are respected, risk factors are mitigated, and safety is increased 
  • Ensure all staff have a clear understanding to the requirements of their role including current best practice, mandatory requirements, case management, documentation, data collection and reporting, and contributing to sector awareness of inTouch practice and values
  • Demonstrate skills in maintaining a client centered focus, especially in times of high demand, organisational change and competing demands
  • Ensure all direct reports are supervised and supported to fulfill their role, and foster a calm and supportive workplace culture, where feedback is given and accepted with respect
  • Support access to regular external supervision and professional development opportunities
  • Regularly monitor service delivery and record keeping to ensure all services align with current best practice 
  • Monitor and manage service requirements and demands, including staff workloads, client allocations and recruitment requirements


Data and Reporting

  • Ensure accurate record keeping, according to program guidelines and agency registration obligations
  • Use data analysis to direct continuous quality improvement in service delivery
  • Supervise and quality control maintenance of client files in line with legislative and policy requirements
  • Maintain accurate statistical data using organisations current data systems as required by inTouch and the Department of Health and Human Services
  • Contribute to performance monitoring, reporting and acquittal as required 


Service Development

  • Working with the clinical risk committee, develop and implement service delivery strategies to mitigate identified clinical and organisational risk 
  • Lead innovation and organizational development within your team, including strategic service development and quality improvement initiatives
  • Promote service integration within inTouch through close collaboration with the inTouch Legal Centre, Motivation for Change program and Sector and Community Teams
  • Develop and maintain strong relationships with key universal, secondary and tertiary child and family services, including local, state and federal government departments, community service and legal organisations
  • Advocate for inTouch and the needs of migrant and refugee women with key stakeholders. Provide consultation and feedback on key issues, to ensure the needs of inTouch clients are considered. This may include, but is not limited to, feedback on sector reform or legislative change. 


About the organisation

Organisation Name : inTouch Multicultural Centre Against Family Violence

Celebrating 35 years, inTouch Multicultural Centre Against Family Violence (inTouch) offers services and programs across the family violence continuum, from prevention and early intervention to crisis intervention, post crisis support and recovery.

Continuing to grow in size and scope, the culturally tailored work they do helps address the complex needs of refugee and migrant women throughout Melbourne and Greater Victoria.

inTouch are committed to changing lives and changing communities for the better. 

They strive to create a world where culturally diverse women and children live free of violence and, since 1984, have helped over 20,000 women experiencing family violence, 60% with children.

For more information about inTouch, including their rich history, role within the family violence sector and inTouch’s generous employee benefits please visit


How to apply

Position Description : PD Coordinator-Direct Services

inTouch has an Equal Opportunity Exemption (H143/2018) and requests applications from those who identify as female only. 

As part of our screening process in support of the safeguarding of our clients, applicants will be required to complete a satisfactory National Police Check, Statutory Declaration where necessary, sign our Code of Conduct and complete a Working with Children Check.

Applicants should express their interest through a short cover letter attaching their resume and a brief document, limited to two pages, addressing the key selection criteria as detailed in the position description

Please send your application to Narelle Herring at using the subject line: Coordinator, Direct Services


Please quote in application: Coordinator – Direct Services role via Pro Bono Australia.


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