Client Services Manager – YFS

Windsor Group has been commissioned by YFS Ltd to manage this important assignment. Windsor Group is a profit-for-purpose providing expert advice, HR services, executive search and recruitment services for executive, permanent and temporary/contract roles across nonprofit, commercial and government sectors.

With a rich history stemming back to the early 80’s, YFS Ltd have continually pushed to extend their reach and service to some of the most vulnerable in Logan. Formally known as Youth and Family Services, (YFS) was established in 1983 in Logan, Queensland. Since then, they have been providing essential support services to the community, helping individuals overcome adversity and thrive by building independence & participation.

Their programs cover a broad range of services which include:

• Supporting young people
• Supporting families with children
• Finding a place to live
• Preparing for employment
• Managing money and debts
• Legal help
• Domestic and family violence support and prevention
• And social enterprise, Substation33.

Client website

ACNC Profile

Windsor Group and YFS Ltd are both committed to equal opportunity employment practices. Applications for the position of Client Services Manager will be assessed on merit and selected applicants invited to interview. An offer of appointment will be made to the applicants whose written application and interview responses best demonstrate their ability to meet the requirements of the role.

With core values that include Excellence, Integrity, Optimism, Steadfastness & Courage, YFS works tirelessly to empower individuals and families, embracing diversity and working collaboratively to create positive change. Their compassionate approach and commitment to social justice make them a vital resource in the Logan area.

Looking after the Homelessness and Housing portfolio and providing support in this area, the Client Services Manager will bring both sound experience in service delivery and operational expertise. Providing support to 40 staff with 6 direct reports, 5 program managers and a property & tenancy manager, they will have proven leadership skills and strong people management expertise with a high level of empathy.

Strong experience working in a community services environment dealing with vulnerable people experiencing homelessness & encompassing mental health issues, drug and alcohol dependency and unemployment is essential to be successful in this role.

Comfortable working in a complex environment, the Client Services Manager is experienced in developing and implementing programs, has a strategic mindset, capable of envisioning the overarching goals of the organisation and adeptly executing the necessary steps for implementation.

Due to recent increases in funding, the Housing & Homelessness program has been redesigned and developed to meet this evolving and ever-changing need. An empathic leader experienced in bringing a team along on a journey is essential, using a steady hand to lead and develop their team and help them feel stable in a changing environment is essential.

With services growing significantly from last year, this has been predominantly demand driven growth. As one of the largest providers in the Logan region, YFS, are a critical provider for local and state government departments in the housing and homelessness sector.

Currently experiencing rapid growth following significant government funding, the organisation is looking to further its reach and impact on homelessness and housing. This rapid expansion requires significant growth in its workforce who will need ongoing development and support to achieve the organisations goals.

Leadership in onboarding, training and development are key areas of focus for this role coupled with shaping and developing collaboration between existing team and new team members.

With this growth comes the challenges of maintaining a strong reputation and credibility whilst meeting funder expectations and delivering the services in line with contractual obligations. The management of risk and an understanding of when to escalate a risk will be critical, along with the generation of solutions to address key issues/situations which may arise.

Working in a dynamic, complex environment, housing comprises one of the four key principles of social justice, requires an attuned empathic professional to handle open and honest discussions that help people with some of the most challenging decisions they need to make. These can be robust conversations that need rationale when sometimes the rationale is hard to decipher.

As a key member of the leadership team, reporting to the CEO, essential for the success of this role is the need for strong leadership, empathy, trusted key stakeholder relationships, influence and support. Contract and program management experience is a given, particularly within the government funded program space.

Experience in the community services space is highly desirable, particularly within the housing environment.

Advocacy experience is important with an ability to identify issues and convey these in a manner that is understood at governmental level.

Relevant tertiary qualifications (Degree in relevant discipline) and/or experience are essential.

Position description

Org Chart

• Significant demonstrated experience and expertise in effective operational management of client service programs and projects within the community services sector, with a sound working knowledge of underpinning professional practice standards, theories, and frameworks.
• Evidence of professional development or qualifications in leadership and management areas. Knowledge and experience specific to the role
• Strong people management and leadership skills with the demonstrated ability to engage, support and develop teams; lead through change; risk, and safety; and role model organisational values and standards. This also includes leading, managing, developing and supporting staff and resolution of organisational related issues.
• Excellent interpersonal communication skills with colleagues & staff, including experience in working with diverse and vulnerable clients, de-escalation, and critical incident management.
• A strong track record of effectively engaging with a wide range of stakeholders including clients, colleagues, community organisations, funders, government bodies and the wider community. This includes the ability to build and maintain positive relationships and partnering arrangements, providing advice, and negotiating contracts.
• Experience in managing multiple contracts and relationships with funding bodies (including state, federal and philanthropic), including monitoring, managing, and reporting against contracted benchmarks and performance standards, including effective delegation.
• Ability to develop complex relational practice and person-centred tools and processes; undertake service planning and make recommendations regarding improvements thorough knowledge of contemporary and strengths-based approaches to supporting people to thrive and achieve their potential.
• Knowledge and application of risk management and quality management frameworks and processes with demonstrated experience in their application to enhance the delivery of client services.
• Demonstrated organisational skills to plan and prioritise work efficiently and effectively and manage competing demands and priorities.
• Excellent written communication skills to write concise and accurate reports.
• Demonstrated oral and written communication skills together with the ability to interact effectively with a diverse range of people and to maintain confidentiality.
• Demonstrated ability to prepare comprehensive reports for senior management using specialist/advanced communication and computer literacy skills and experience.

When submitting your application, ensure your application includes:

• An up-to-date resume (in Word format)
• A covering letter (in Word format) outlining your interest and expertise relevant to the role

Submit your application quoting reference number MCCLSM to apply@windsor-group.com.au. For more information please contact Mike Conroy on 07 3211 0001. Your application will be acknowledged by email within one business day.

View the live job advertisement and apply here