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Operations Manager

No Limits Community Services - South Morang, VIC

Voluntary, Charity & Social Work
Source: uWorkin


Position Description

Title: Operations Manager

Contract: Full Time

Location: South Morang

Award: Social, Community, Home Care and Disability Services Industry Award 2010

Base Salary: $82,000 - $102,000 plus superannuation

Direct Manager: Director

Disability Services offer tailored support services and products to people with disability and their families. Disability is a dynamic and growing area with the introduction of the National Disability Insurance Scheme (NDIS). People with disability and their families choose the support they need, who will provide it and what price they will pay.

No Limits Community Service (NLCS) Mission’s disability services are designed and offered within a sustainable business framework and are focussed on customer service and value for money. Identification and measurement of outcomes for the service or product delivered are central to effective and sustainable delivery. Products and services and their price structures are continuously reviewed to ensure ongoing relevance to people with disability, families and carers.

NLCS provides several programs tailored to participants with complex support needs. NLCS provides high quality, community-based shared accommodation and community support for people with a disability using contemporary principles of person-centred planning/support. The teams support people to achieve their personal goals/aspirations and to actively participate within local communities.


The Operations Manager ensures the ongoing supervision and performance of the Disability Support Worker workforce to meet the service and quality requirements across the Supported Independent Living (SIL) program.


Duties of this role may include but are not limited to the following:

  • Providing leadership, supervision and management to the casual workforce of Disability Support Workers across the SIL Program.
  • Ensuring the SIL workforce meets compliance requirements
  • Conducting recruitment, selection and induction of new casual and permanent Disability Support Workers in the SIL program and ensuring they are adequately trained and qualified to perform disability support work.
  • Developing and implementing innovative strategies and ideas to enhance recruitment and selection outcomes.
  • Identifying training needs and developing solutions to build the capabilities of the workforce to meet service requirements.
  • Leading regular workforce meetings to ensure that the workforce is informed and up to date with NLCS and service updates.
  • Effectively managing the performance (including performance reviews and performance development) of the workforce to ensure that disability support work is performed to the required standards.
  • Conducting complex work place investigations (in conjunction with People & Culture) to ensure all matters are investigated thoroughly and objectively with appropriate outcomes.
  • Liaising with clients and/or their families or significant others to resolve complaints and compliments in a timely manner.
  • Developing relationships with key stakeholders (internal and external) to maximise service outcomes.
  • Participating in the monitoring and evaluation of the ongoing performance of the SIL program and implementing innovative strategies to enhance the service delivery standards.
  • Collecting data and developing reports to understand the ongoing performance of the SIL workforce.
  • Ensuring services are delivered within the framework of NLCS’s policies and procedures, legislative requirements, and meet the relevant service standards.
  • Performing other duties and responsibilities, as directed by the Senior Manager, Complex Supports or delegate.
  • Participate in an on-call roster.


This position may have relationships with a diverse range of NLCS employees, external service providers, organisations and stakeholders within the community, with the view to providing the most appropriate and effective services and supports to the people they support. Examples of key relationships are detailed in the following table:

Internal Relationships

  • SIL House Managers and Program Managers
  • Other programs in Disability Services
  • People & Culture
  • Quality & Risk
  • Occupational Health & Safety

External Relationships

Disability Services staff will actively liaise and network with a number of external service providers, organisations and stakeholders within the community, with the view to providing the most appropriate and effective services and supports to the people they support.



  • A relevant qualification in Human Resources Management, Disability, Community Services. (Degree Essential)
  • Demonstrated experience or a good understanding of working with people with disability
  • Demonstrated leadership of large remote teams to high performance
  • Highly developed communication and interpersonal skills, including the ability to work and communicate effectively with the people we support, families, community agencies and other professionals and to deal with and manage conflict effectively
  • Demonstrated ability to resolve complex problems and developing effective solutions
  • A good understanding of the National Disability Insurance Scheme (NDIS) Act 2013 and other relevant legislation, regulations and standards
  • Experience in recruitment and selection
  • Excellent time management and organisation skills
  • A current driver licence
  • Willingness to participate in an afterhours On Call roster
  • Computer literacy, including proficiency in Microsoft Office, client management and rostering systems.
  • Satisfactory completion of safety screening including a National Police check, International Police check (if required), a current Victorian Working with Children Check (Employee), current Victorian Drivers Licence, and the right to work in Australia.
  • Internet-enabled device for Time & Attendance when working offsite.


Workplace Health & Safety:

NLCS’s strategy is to create a working environment in which we have zero tolerance for compromised worker safety. As an employer we endeavour to provide a working environment that is safe for all employees and clients and adheres to Occupational Health & Safety regulations as an employer.

As an employee, you also have Occupational Health & Safety responsibilities as follows:

  • To comply with all NLCS policies related to Occupational Health and Safety in the workplace.
  • Take reasonable care of your own health and safety in addition to the health and safety of your colleagues and clients who may be affected by your acts or omissions in the workplace.

Client Wellbeing and Safety:

We are committed to the safety and wellbeing of children, young people, people with a disability and other vulnerable people. We have a zero tolerance of abuse and neglect of all vulnerable people and are committed to actively contributing to a safe organisation in which children, young people, people with a disability and vulnerable people are protected from violence, abuse and neglect. All employees are required to comply with the Child Safe Standards.

Operational Accountability:

NLCS is committed to operating efficiently, ethically and remaining operationally and financially sustainable.

As an employee you are expected to operate within the requirements of our accreditation, registrations, delegations and work responsibilities as detailed in our various policies and procedures, Code of Conduct and regulatory guidelines.


As an employee, you are expected to comply with the following:

  • Comply with and actively support all position, division and organisational policies and procedures.
  • Satisfactory completion of safety screening including a current Working with Children check, National Police check, International Police check (if required), and the right to work in Australia.


In addition to the key selection criteria, applicants should be able to demonstrate the following attributes:




Collaboration & Cooperation

Seeks to find the right solution for all. Stays connected, and works together with colleagues and customers to achieve great things.


Provable Results

Is accountable. Delivers measurable outcomes. Driven and energetic; striving to meet targets and quality outputs for customers and colleagues.


Doing the Right Thing 

Manages resources wisely to deliver sustainable value for service uses and those who contract those services. Looks to reduce waste and duplication of effort.


Doing Our Best

Follows a ‘right first time’ approach. Sets and expects high standards as a mark of NLCS’s reputation.


Resilience & Bounce Back

Deals effectively with unexpected challenges and adversity. Quickly recovers to take a positive stance to set backs and disappointments.


Builds Capability & Realises Potential

Plays an active role in their own and others’ development. Encourages and inspires others to realise ambitions and potential.


Challenge & Change

Forward thinking. Challenges the status quo and looks for innovative solutions to how NLCS can make a positive difference.


Safety First

Always puts safety first. Creates a safe, healthy and caring workplace that is expressed in all operational activities and interactions with others.


Employees are expected to commit to and demonstrate NLCS’s values:

We are inclusive and accepting of difference. We work in highly effective teams and our people are connected across our organisation. We engage proactively with others to deliver outcomes. Courageous We speak up constructively in line with our convictions. We pursue our goals with determination. We are passionate about our advocacy role. Curious We are inquisitive and ask why. We challenge the status quo. We actively explore the alternatives. Open We are transparent and have genuine, honest interactions. We listen and hear people’s voices. We value and respect the autonomy of clients. We trust one another. Accountable We act safely in all our interactions. We manage within our financial and resource boundaries. We own our outcomes and decisions. We are proud of the work that we do.

South Morang, VIC

Voluntary, Charity & Social Work


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