Operations Manager

The Operations Manager is a key leadership position responsible for the effective management and continuous improvement of the Lucy Saw Centre Association's services, people, contracts and operational systems.

Working closely with the CEO, the Operations Manager will implement the organisation's strategic and operational priorities and ensure that services are delivered safely, effectively, collaboratively and in accordance with best-practice standards, legislation, funding agreements and organisational policies.

The role provides executive leadership and oversight to managers and team leaders across a diverse portfolio of specialist FDV services including: three refuges; counselling services; the Safe at Home Program; Mobile Community Outreach and Coordinated Response Service teams.

The Operations Manager will contribute to organisational sustainability through effective financial and contract management, workforce planning, risk management, partnership development and continuous improvement. The role will provide effective leadership to foster a cohesive, skilled and supported workforce, ensuring the consistent delivery of high-quality, FDV trauma-informed, client-centered services.

This role requires an experienced and values-driven leader who can balance strategic thinking with strong operational oversight and who is committed to end family and domestic violence; improve outcomes for victim-survivors; ensuring that those who use violence are held accountable for their actions and creating meaningful change across our community.

Key Responsibilities

Strategic Leadership

• Partner with the CEO to implement, monitor and evaluate LSCA’s Strategic and Operational Plans.
• Provide strategic advice, analysis and recommendations to the CEO on operational performance, emerging risks, workforce and service delivery matters.
• Support the development, review and implementation of organisational policies and procedures.
• Lead organisational risk management, including financial risk, succession planning, workforce planning and change management.
• Drive continuous improvement across organisational systems, processes, procedures and service delivery.

Operational Leadership and Service Delivery

• Provide strategic leadership and oversight to Managers and Team Leaders across the service, including the Coordinated Response Service Workers within the FDVRT Team.
• Ensure services are safe, responsive, FDV trauma-informed, client-focused and aligned with contemporary best practice.
• Monitor service performance, outcomes, practice standards, workforce capacity and operational effectiveness.
• Ensure services meet contractual, legislative, regulatory and organisational requirements.
• Oversee training, professional development, supervision, practice development and quality improvement.
• Monitor service data, records and reporting systems to support accountability, evaluation and continuous improvement.
• Build strategic relationships with government, community and sector partners.
• Represent LSCA at forums, committees, events and sector networks as required.
• Support community awareness, media engagement and public speaking in partnership with the CEO.

Contract, Funding and Compliance Management

• Provide oversight of LSCA’s service contracts, funding agreements and contractual obligations.
• Monitor service delivery against agreed outcomes, targets, milestones, key performance indicators and funding requirements.
• Maintain effective relationships with government departments, funding bodies and contractual stakeholders. Overseeing funding applications, submissions, progress reports and contractual documentation.
• Ensure systems are in place to monitor compliance, performance and reporting obligations.
• Identify and develop new funding opportunities, partnerships and initiatives that support organisational sustainability and service growth.
• Identify financial risks, budget variances, emerging pressures and opportunities for improved resource allocation.
• Work collaboratively with the CEO, and Accounts Department, to ensure sound financial governance, monitoring income and expenditure in accordance with the approved budget, providing feedback to the CEO. 
• Oversee delegated financial responsibilities, including payment approvals.
• Contribute to financial sustainability initiatives, annual reporting and organisational planning.

People, Culture and Workforce Leadership

• Provide strategic leadership that promotes a high-performing, values-driven and psychologically safe workplace culture.
• Lead and develop Managers and Team Leaders to strengthen leadership capability, accountability and service outcomes.
• Ensure effective systems are in place for staff supervision, performance management, professional development and workforce planning.
• Oversee recruitment, onboarding and workforce allocation to ensure staffing aligns with service requirements.
• Support succession planning, talent development and organisational capability building.
• Promote effective communication, collaboration and professional accountability across LSCA.
• Lead and support organisational change initiatives and workforce development.
• Ensure employees, students and volunteers are appropriately supported, trained and managed.

Work Health, Safety, Risk and Governance

• Maintain overall operational accountability for Work Health and Safety across LSCA sites, services, properties and houses.
• Ensure WHS policies, procedures, risk assessments and safety systems are implemented, monitored and regularly reviewed.
• Ensure organisational compliance with relevant legislation and regulatory requirements, including WHS, Equal Opportunity, Disability Services, Employment, Privacy and Client Safety obligations.
• Lead the identification, assessment and mitigation of organisational and operational risks.
• Ensure incidents, hazards, complaints and critical issues are appropriately recorded, investigated, managed and escalated. Providing the CEO with timely advice on significant risks, incidents and compliance matters.
• Promote a strong organisational culture of safety, accountability, risk awareness and continuous improvement.

Organisational Culture, Partnerships and General Responsibilities

• Champion LSCA’s mission, values and commitment to end family and domestic violence; improve outcomes for victim-survivors; and ensuring that those who use violence are held accountable for their actions.
• Model ethical, respectful, inclusive, FDV trauma-informed and culturally responsive leadership.
• Foster a culture of collaboration, accountability, innovation, professionalism and continuous learning.
• Build and maintain strategic partnerships that enhance client outcomes and organisational capacity.
• Contribute to organisational strategy, service development, innovation and continuous improvement initiatives.
• Work collaboratively with the CEO, Senior Leadership Team and LSCA team to achieve organisational objectives.
• Represent LSCA professionally and positively across the community and sector.
• Undertake other duties reasonably directed by the CEO consistent with the seniority and scope of the position.

PERSONAL QUALITIES

• The successful applicant will be a values-driven, compassionate and accountable leader who is committed to the safety, dignity and wellbeing of clients, staff and the broader community.
• They will demonstrate strong interpersonal and emotional intelligence skills, with the ability to build respectful relationships, communicate effectively and work collaboratively with diverse stakeholders.

• Foster an inclusive, supportive and positive workplace culture, empowering staff through effective leadership, coaching, professional development and recognition.
• Demonstrate resilience, sound judgement and integrity, with the ability to remain calm and solution-focused, when managing complex situations, competing priorities and organisational challenges.

• Be highly organised, proactive and adaptable, with a strong commitment to continuous improvement, quality service delivery and responsible resource management.
• Demonstrate cultural humility, respect for diversity and a genuine commitment to social justice, inclusion and client-centered practice for victim-survivors experiencing domestic and family violence.

About the Service

The Lucy Saw Centre Association Inc. provides a suite of services including crisis accommodation and outreach services, and advocacy, and holistic support services for women and their children impacted by domestic and family violence.

Its purpose is to enhance safety, wellbeing, and recovery for victim-survivors by delivering trauma-informed, culturally safe, and client-centred services.

The organisation works to reduce the impacts of violence, support long-term recovery, and strengthen coordinated responses across the community, government, and non-government sectors.

The Lucy Saw Centre Association’s Operating Frameworks are:

• domestic and family violence informed;
• child-centred;
• trauma-informed;
• response based;
• strengths-based;
• culturally sensitive; and
• client focused

A position description is attached.