Service Manager – Accoras

Accoras have been helping people across Southeast Queensland and Northern New South Wales for over 30 years by providing evidence based early intervention mental health support. Operating as a for-purpose organisation and registered charity their vision is ‘good mental health for all’. 

Skilled staff offer a range of supports to help address and prevent mental health concerns, and deal with common challenges people face at any stage of their life. Key service streams include:   

• Child, Youth and Family Support Services  

• Employment Support Services  

• Psychology Services  

• Community Education Services 

The Child, Youth and Family support team deliver several government-funded services across Southeast Queensland aimed at helping children, young people and families. These free services include outreach support for children and young people under 18 who might be showing early signs or symptoms of a mental health concern. 

Accoras is also the Lead Agency for headspace Inala, providing access to free holistic early intervention support for young people aged 12-25 experiencing mental health concerns.  

Work, study and employment are common stressors and barriers many people face. Accoras are proud to work with parents in the “ParentsNext” program and young people in their headspace Inala centre, assisting them to achieve their employment goals. 

Accoras Psychology Services is one of Brisbane’s largest and most dynamic practices. With a team of 14 practitioners, they have accredited Psychologists and Social Workers available under one-roof to assist with a range of concerns and services including:  

• ADHD Assessments 

• Private appointments 

• Medicare, NDIS and WorkCover 

• Couples Counselling  

• Telehealth  

• Play Therapy for Young Children 

Client website

ACNC Profile

With a solid reputation and revenue from multiple funding streams, Accoras has grown substantially from its early days as a service provider into a large well recognised and professional organisation. This growth has prospered through dynamic leadership, strong partnerships, and development of their fee for service activities. Highly ethical, with a strong emphasis on governance and compliance, Accoras is known as a trusted and reliable service and business partner.

With a drive for quality, best practice, and a focus on helping individuals, families, and the broader community, Accoras have established a solid platform with which to begin their next chapter of growth. 

Having established a successful Commonwealth Psychosocial Support Program (CPSP), which has grown from a pilot program, Accoras are well placed to develop and expand the reach of this critical community support service. CPSP is funded by Brisbane South PHN to provide clinical and non-clinical outreach mental health support to children and adolescents aged 7 – 17 years, who are at risk of severe mental illness. There CPSP practitioners work alongside parents and caregivers. Importantly, this is not growth for growth’s sake, but rather planned, sustainable growth to ensure the ongoing sustainability and expanded reach of the organisation.

Building on their established partnerships and local service knowledge, the goal is to identify funding gaps and provide additional market ready solutions that complement the suite of services currently offered. Forward thinking and gap analysis to identify market opportunities within the business, and externally with other organisations is a clear directive for this next chapter in their growth. 

Optimisation of the business, with a continuing focus on business efficiency, service, and system improvement, is a critical element in the next stage of their development. Rather than being purely clinically focused, Accoras is all about responsive, appropriate care and support to provide the best outcomes for clients. 

A robust process of internal and external review and analysis is used to determine the effectiveness and benefits of the programs and services offered while sharpening the focus on client care, ensuring they are positioned in the right place at the right time with the right resources to meet identified service needs. 

Ongoing challenges faced by community-based service organisations centre around funding, human resources and risk management. Accoras are well placed to confidently pre-empt and purposefully navigate these challenges having developed multiple revenue streams and created an environment where staff feel supported and empowered to make a difference. 

Trust and transparency are sewn into the fabric of this organisation’s culture. Opportunities to learn and develop to provide a better service to clients is a key element in the success of the business. A collective focus on “how do we make a better tomorrow”.

Accoras have established a vibrant culture with a recent employee satisfaction survey scoring highly. Accoras celebrate their people and value the collective contribution they make to the ongoing successes of the organisation. 

The purpose of the Service Manager role is to lead, develop, implement, oversee and manage the operations of the CPSP program as well as the CNCP, Complex Needs Consultation Panel, ensuring funding and contractual obligations are met and services are delivered in accordance with internal procedures, industry best-practice standards and Department guidelines.  

Tertiary qualifications in Social Work, Human Services, Psychology, or a related allied health discipline are essential and you have a minimum 2+ years’ experience in a senior leadership position.

Above your clinical expertise is your program management and people management experience. Working in the human services field this role is all about people and you bring a highly developed skillset in working with people, developing people, leading change to create a culture of innovation and unity in the workplace.

You have a well-developed communication style and are comfortable with robust conversations understanding the emotive environment your team work in.

Well versed in navigating the government funding environment you have managed several programs before and understand reporting requirements and ongoing monitoring to ensure contractual obligations are being met.

Strong clinical leadership skills in a mental health service settings, you not only understand what it takes to develop a team and how to manage a diverse cohort of well qualified professionals, but you have also developed and led managers and team leaders. 

An immersive position – you are happy to roll your sleeves up and take charge of a team when needed. You are driven to understand the mechanics of the organisation and through this immersion you will be able to contribute to the strategic direction and growth of the organisation from an informed position.

Reporting into the COO you will form part of the senior leadership team actively involved in building the success of the organisation.

Firm but fair, you are professionally mature and competent in having respectful conversations, embracing decisions that are made in the best interest of the organisation. 

With a high EQ you understand team dynamics and value culture having promoted positive culture in previous roles. Your people skills are honed to develop strong partnerships and robust, collaborative relationships. The care of people is at your core. 

Your endearing nature will cultivate positive relationships developing trust and influence. Bringing an inquisitive nature to the position you actively engage with all stakeholders to see where you can add value and support.  

You are well researched and bring a curious mindset to identify opportunities that add value to the team. As an evidenced based decision maker your detailed analysis of programs and service delivery opportunities equips you well to extend the reach of your programs. 

You have a demonstrated understanding of risk and the management of risk, in particular you understand the concept of risk ownership as it impacts the business. including managing risk and reporting internally and externally in complex service environment. 

• Relevant tertiary qualifications in Social Work, Human Services, Psychology, or a related allied health discipline;   

• Demonstrated experience in successfully leading a teams and providing regular feedback and coaching;  

• Demonstrated experience and clinical skills in a range of mental health service settings, including effectively leading and reporting on complex planning and service development environments;   

• Demonstrated experience at managing and leading the development of operational systems for a health or community services organisation, including effectively planning and allocating resources in order to maximise operational efficiency and meet funding deliverables;    

• Demonstrated experience at managing all aspects of staff and team performance, including recruitment, staff orientation, supervision, performance reviews, staff disciplinary action, performance development and team building;  

• Demonstrated experience in managing a team that works with the coordination of care for families with complex needs incorporating consultation and engagement with a wide range of professionals;   

• Demonstrated skills in making appropriate decisions and problem solving, including in crisis situations and where risk to client safety is involved;  

• Demonstrated skills in program development and management, including planning, budgeting, reporting and evaluation components;  

• Experience providing culturally sensitive engagement with staff and young people and their families, particularly Aboriginal and Torres Strait Islander, CALD and LGBTIQA+ people;   

• Highly developed communication and interpersonal skills, with the ability to consult with a range of stakeholders and partners;  

• Demonstrated ability to identify and implement new systems and processes;  

• Strong time management skills, with the ability to work effectively to manage competing priorities and meet tight deadlines;   

• High level of proficiency in Microsoft Office software, specifically Outlook, Word, and Excel and a good working knowledge of IT systems and processes;  

• Hold a current driver’s license and reliable, fully insured motor vehicle; Hold a current Working with Children Check; and Pass other suitability checks (e.g. criminal history).  

Desirable  

• Post graduate qualifications in business or health services management   

Personal Attributes required:  

• Values driven. 

• High Emotional Intelligence  

• Strong drive & passion aligned to organisational purpose.  

• Highly collaborative  

• Excellent communication & relationships management skills   

• A solution-focused, flexible can-do approach  

• Excellent decision-making capabilities 

Position Description

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 MCHEFN 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. 

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