Client Services Manager

Immigrant Women’s Support Service (IWSS) is a specialist organisation that provides support to women, children and young people from culturally and linguistically diverse backgrounds who have experienced domestic, family and sexual violence. We work from an intersectional feminist, social justice and human rights framework that centres inclusion, safety, respect and dignity.

IWSS is committed to an inclusive culture that respects and promotes human rights and diversity. 

This position is open to female-identifying applicants only. Being female identifying is a genuine occupational qualification for this role within the meaning of section 30 of the Sex Discrimination Act 1984 (Cth) and section 25 of the Anti-Discrimination Act 1991 (Qld), as the position involves the provision of culturally safe, trauma-informed support services to female identifying clients who have experienced domestic, family or sexual violence.

About THE ROLE

As Client Services Manager, you will provide strategic and operational leadership across IWSS's frontline service delivery, overseeing the Domestic and Family Violence (DFV), Sexual Violence (SV), and First Response teams. Reporting to the CEO and working alongside the Business Manager and Operations Manager as part of the senior leadership team, you will be responsible for ensuring the delivery of safe, high-quality, trauma-informed, culturally safe services to women, children and young people from culturally and linguistically diverse backgrounds who have experienced domestic, family and sexual violence. 

This role holds direct line management responsibility for the Senior Practitioners leading each of the three service teams, and is accountable for practice quality, service outcomes, and client experience across the organisation's direct service delivery functions. The Client Services Manager provides escalation support on complex and high-risk cases, ensures consistent, compliant and evidence-informed practice across teams, and builds the referral partnerships and wraparound pathways that CALD women and their families need to achieve safety and recovery. 

As part of the leadership team, you will also contribute frontline practice insight to organisational policy, procedure and advocacy, ensuring that the lived experience of clients and the expertise of practitioners shapes IWSS's approach to service delivery and sector influence.

Key Responsibilities

• Lead and supervise the Senior Practitioners across the DFV, SV and First Response teams, providing clear direction and accountability for service delivery outcomes
• Monitor service quality, case outcomes and client feedback across all three teams, identifying trends, risks and opportunities for improvement
• Provide escalation support, guidance and decision-making on complex, high-risk or sensitive cases
• Coordinate resourcing, caseload allocation and workload management across the three teams
• Ensure trauma-informed, culturally safe, compliant practice is embedded and consistently applied across all client-facing teams
• Support Senior Practitioners to deliver effective supervision, professional development and performance management
• Establish and maintain referral partnerships with legal, health, housing and other support services
• Represent IWSS in partnership meetings, case coordination forums and integrated service responses
• Feed frontline insight into organisational policy and procedure, working closely with the Business Manager
• Operate as a member of the senior leadership team, contributing to organisational strategy and decision-making
• Ensure adherence to Child Safe Standards and legislative compliance across all service delivery functions
• Provide accurate and timely reporting on service delivery performance, outcomes and risks to the CEO, Board and funding bodies

What You Will Bring

• Tertiary qualifications in Social Work, Psychology, Counselling, or a related discipline
• Minimum 5 years' experience in domestic, family and sexual violence or related human services, including significant leadership or management experience supervising staff
• Strong understanding of trauma-informed, victim-survivor centred and culturally safe practice, particularly for CALD communities
• Demonstrated ability to lead, supervise and develop a multidisciplinary team of senior practitioners
• Proven ability to provide high-level escalation support and sound decision-making on complex, high-risk client matters
• Well-developed partnership and stakeholder engagement skills
• Excellent written and verbal communication skills, including preparing reports and advocacy materials
• Ability to work collaboratively as part of a senior leadership team, contributing to organisational strategy

What iwss offers

The work we do is rewarding yet demanding. We acknowledge the toll this work can have on staff, and as an organisation, we take this ownership and responsibility seriously. For this reason, staff have access to:

• Salary packaging - up to $15,900 per year tax-free, plus additional meal and entertainment option
• Employee benefits from BrightHR
• Regular supported supervision
• Ongoing professional development and growth opportunities
• A genuinely supportive, intersectional feminist and trauma-informed workplace culture
• A strong focus on reflection, wellbeing and sustainable practice
• An inclusive organisation that values diversity, equity, and lived experience

Next Steps

To submit your application please click 'Apply Now' by the closing date.

• For further information, contact mail@iwss.org.au using the subject line: Client Services Manager enquiry via EthicalJobs. We intend to respond to questions about the position within 24 hours.
• Applications will be reviewed as they are received, and interviews may take place prior to the closing of advertising. 

IWSS is an inclusive and disability-friendly employer. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ communities, people with disability, and culturally and linguistically diverse groups. All applicants may undergo a criminal history verification, along with other required checks, including but not limited to the Working with Children Check, during or immediately after the recruitment process is concluded.

A position description is attached.