Operations and Case Management Lead

Make a difference in the lives of women and children experiencing domestic and family violence.

Are you an experienced community services leader passionate about supporting women and children impacted by domestic and family violence?

Do you have the skills and experience to lead case management operations, support a dedicated team, and strengthen systems within a small, specialist, trauma informed organisation?

Moving Forward is seeking an experienced Operations & Case Management Lead to provide operational leadership across our case management and administrative functions, ensuring the delivery of safe, responsive and high quality services for women and children in our community.

Due to the nature of this service, to identify as a woman is a genuine occupational qualification for this position under s.31 of the Anti-Discrimination Act 1977 (NSW). 

About Moving Forward

Moving Forward is a specialist Domestic and Family Violence (DFV) organisation supporting women and children experiencing intimate partner and family violence and abuse.

We provide practical and therapeutic support through trauma informed, strengths based and client centred counselling, case management, therapeutic and educational workshops, and support groups within the communities we serve.

We are a small, passionate, women led organisation committed to supporting women and children to understand the impacts and cycles of DFV and unsafe relationships, rebuild their confidence and move forward through empowerment, education, and practical support.

We live and breathe our vision of a life free of domestic and family violence and our purpose of helping individuals, including children, move forward from domestic and family violence through practical support and education.

About the role

This is an exciting opportunity for an experienced community services leader who is passionate about supporting women and children experiencing domestic and family violence while contributing to the continued growth and development of a specialist organisation.

As a newly created position, this role provides an opportunity to establish and strengthen operational systems, support team capability and contribute to the ongoing development of a specialist DFV service.

The Operations & Case Management Lead will provide day-to-day operational leadership across the organisation’s case management and administrative functions. You will directly supervise and support case management and administration staff, providing guidance, workload oversight, professional development support and fostering a positive, accountable and collaborative workplace culture.

The role is responsible for the effective coordination and quality of case management services, including intake, case allocation, client pathways, documentation standards and service coordination. You will provide practice support to the case management team, coordinate client education programs and support groups, contribute to staff training and development, and promote reflective practice and continuous improvement.

You will also lead organisational quality and compliance activities, including accreditation preparation, policy and procedure development, risk management, and quality improvement initiatives. Working collaboratively across the organisation, you will strengthen operational systems and support ongoing compliance with funding agreements, legislative requirements and sector standards.

This is a hands-on leadership role that combines people management, operational coordination and direct practice. The successful applicant will maintain a small case load when required to support service continuity during periods of increased demand, staff leave or vacancies.

Part time - 21 hours per week - Fixed term contract to 30 June 2027 with possible extension. 

Key Accountabilities

• Provide operational leadership and supervision to the case management and administration teams, including workload coordination, staff support, professional development and fostering a positive team culture.
• Oversee case management operations, including intake, case allocation, service coordination, documentation standards and support for complex client matters.
• Coordinate and lead accreditation preparation, quality assurance activities and continuous improvement initiatives, including policy, procedure and compliance requirements.
• Coordinate operational systems and processes to support effective service delivery, including records management, reporting, risk management and workflow improvements.
• Support the delivery of client education programs, support groups and community initiatives, including coordination, scheduling and reporting requirements.
• Coordinate student placements, staff onboarding and professional development activities.
• Monitor operational requirements including purchasing, supplier coordination and expenditure tracking within approved budgets.
• Contribute to organisational reporting, service improvement planning and the ongoing development of effective systems, processes and service delivery approaches.
• Maintain a small case load when required to support service continuity during periods of increased demand, staff leave or vacancies.
• Other duties as required.

Selection Criteria

• Relevant tertiary qualifications in Social Work, Community Services, Psychology or a related discipline. Applicants must demonstrate professional experience beyond tertiary placement requirements.
• Demonstrated professional experience working within the not-for-profit, community services, health or social services sector, with a strong understanding of service delivery, client support and organisational requirements.
• Demonstrated experience working within the domestic and family violence sector, or a related specialist service environment, with knowledge of trauma informed practice, risk assessment, safety planning and client centred approaches.
• Demonstrated experience in a leadership, team leader, coordination or senior practitioner role
• Demonstrated experience coordinating case management or client support services, including intake processes, client pathways, documentation standards and responding to complex client needs.
• Knowledge and experience in accreditation, compliance requirements, quality assurance and continuous improvement processes.
• Experience developing, implementing and maintaining operational systems, policies, procedures and quality improvement processes within a community services or not-for-profit organisation.
• Strong written and verbal communication skills, including the ability to prepare reports, maintain professional documentation and engage effectively with internal and external stakeholders.
• Demonstrated ability to work independently, manage competing priorities and contribute positively within a small, values based organisation.
• A genuine commitment to supporting women and children impacted by domestic and family violence and promoting empowerment, safety and positive outcomes.

Desirable

• Additional training in domestic and family violence practice.
• Experience working within a funded community service environment and reporting requirements.
• Ability to speak another language.

Why Choose Moving Forward

Meaningful leadership opportunity - Play a key role in strengthening systems, supporting staff and contributing to the ongoing development of a specialist DFV service.

• Supportive work environment: Be part of a caring, inclusive team dedicated to making a difference.
• Women’s led organisation: Client centered, trauma informed, diverse, supportive and responsive.
• Generous above award Entitlements: Including paid office close leave at Christmas time (above annual leave).
• Salary Packaging Options: Up to $15,900 tax free and other incentives available.
• Professional Development: Opportunities for ongoing training and career growth.