Job Title
Employment status
Location
Award
Reports to
Scope
Service Manager Homelessness
Fixer term, full time 38 hours per week
Tweed Heads/Lismore/Ballina (negotiable)
SCHADS Level 8
Executive Manager Operations
This position will manage and lead On Tracks Homelessness programs
including Aboriginal Homelessness and Prevention Service, Women and
Children Experiencing Domestic and Family Violence and other specialist
homelessness services across the Far North Coast Region including
Tweed Heads, Lismore, Ballina, Grafton and surrounding areas.
Position objectives
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Establish, lead and maintain the development of effective Going Home and Staying Home
(GHSH) Specialist Homelessness Services across the organisation
Ensuring all agreed outcomes for the GHSH, Aboriginal Homelessness and Prevention Service
and Women and Children Experiencing Domestic and Family Violence are delivered
Review, implement and maintain the effective Going Home Staying Home Specialist
Homelessness Services
Lead, coordinate and support On Track’s Alliance partners to develop and implement policies
and procedures in line with Practice Guidelines provided by FACS
Establish new initiatives and develop programs that support a district wide approach to the
Going Home Staying Home reform
Service Delivery
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Provide advice and strategic leadership on the delivery of homelessness services for Aboriginal
Homelessness and Prevention Service and Women and Children Experiencing Domestic and
Family Violence that are integrated according to organisational policies and best practise
standards
Manage and monitor the effective provision of homelessness services that provide multidisciplinary case managed support to clients to establish and maintain a tenancy
Ensure all program outcomes and Key Performance Indicators (KPI’s) are met according to
funding guidelines and specifications
Ensure Alliance partners outcomes and Key Performance Indicators (KPI’s) are met according to
funding guidelines and specifications
Develop an integrated framework model for homelessness services within On Track, Alliance
partners, lead agencies and other key stakeholders as identified
Identify service gaps and community development strategies to best meet the needs of
homeless client groups
Homelessness Service Manager Job Description
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Collaborate with HNSW, Community Housing providers, community service providers and key
stakeholders to ensure the 'No Wrong door Approach' is followed and delivered across the
organisation
Establish and build partnerships and participate in local housing/homelessness
forums/networks
Financial Management
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Contribute to the annual budget forecasting in conjunction with service managers and
executive team
Manage and control Homelessness Service expenditure within agreed budgets and delegation
levels
Monitor overall Homelessness Service budgets monthly and recommend solutions to rectify any
variances
Monitor, review and support Alliance partners to work within financial contractual obligations
including operational budget and brokerage
Lead the identification & implementation of cost efficiencies and ensure consistency of
approach across all programs
Develop and implement review processes with On Track staff and Alliance partners to ensure
financial controls are in place and operating effectively
Organisational Development
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Maintain awareness and knowledge of contemporary housing and homelessness theory and
methods, issues and practice, and provide suitable interpretation to the executive team,
managers and staff within the organisation
Lead, coach and direct effective management of performance within the homelessness and
other specialist homelessness program
Actively participate in service manager peer support and action learning groups
Identify improvements in the physical, technical, staffing and management infrastructure of the
Homelessness Service and recommend appropriate solutions/actions
Ensure Homelessness Service staff, volunteers and management training and development
needs are identified, training sourced and properly evaluated
Ensure the effective flow of communication with the Community Housing Service
Foster the development of a culture within the organisation where employees, tenants & clients
feel valued with high levels of satisfaction
Ensure the effective recruitment, selection, orientation and induction of employees and
volunteers within the Community Housing Service
Actively and positively participate in the development and implementation of employee return
to work programs in conjunction with the Return To Work Coordinator
Operational Management
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Ensure complete and accurate records are maintained in client database/s
Ensure that the organisation is accessible to all community groups needing to access the service
Develop and implement annual service plans for all Homelessness programs
Ensure all monthly and annual activity program reports are completed by relevant staff
Homelessness Service Manager Job Description
2.
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Identify and effectively handle complex Homelessness issues and maintain long term service
delivery relationships with all stakeholders
Ensure the implementation of an evaluation program for all Homelessness Services and
programs
Prepare monthly and annual reports to the Executive Manager Operations
Establish and coordinate mechanisms for client and stakeholder consultation, feedback and
complaints within the Homelessness program
Ensure that all service activities meet with all relevant legislative requirements, policies,
procedures, , and best practices guidelines
Ensure all service activities embrace the mission and values of the organisation
Risk Management
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Ensure all programs meet Specialist Homelessness Services Practice Guidelines requirements,
relevant Accreditation and funding body requirements
Ensure that all Homelessness activities meet with and integrate with organisational
requirements for WHS, relevant legislation and other legal stipulations, environmental policies,
organisation policies and procedures and general duty of care
Review, implement and maintain a continuous qualitative monitoring and improvement
program in relation to the provision of Homelessness services
Ensure all employees and volunteers comply with safe working practices as per organisational
policies and procedures and relevant legislation
Perform the role of administrator on all relevant systems, ensuring appropriate access levels are
implemented
Work Health and Safety Act
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Take reasonable care for your own health and safety while at work and take reasonable care
that your acts or omissions do not adversely affect the health and safety of other persons
Comply with any reasonable instruction given by the person conducting a business or
undertaking that allows it to comply with the model WHS Act and model WHS Regulations
Cooperate with any reasonable policy or procedure of the business or undertaking that relates
to work health or safety
Be thoroughly familiar with all safety, fire and security procedures
Participate in all mandatory training on WHS matters within agreed timescales
General responsibilities
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Understand the aims and objectives of On Track Community Programs
Comply with On Track’s policies and procedures and any relevant legislation and standards
Perform as a role model for clients, consumers and staff in terms of attitude, behaviour and
maintenance of professional knowledge and skill
Ensures that all clients/consumers/tenants of On Track are treated with the greatest respect at
all times (refer to Confidentiality and Code of Conduct Agreement)
Read and carry out actions from all relevant internal communications
Attend relevant meetings and approved staff development activities as appropriate to this
position
Participate in an annual performance review and plan and seek formal supervision if required
Homelessness Service Manager Job Description
3.
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Follow all reasonable direction from supervisors
ESSENTIAL KEY CRITERIA
Essential Criteria
(Applicants must address each of the essential criteria individually)
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Relevant tertiary qualification, preferably post graduate in a social work, social science or other
relevant discipline and knowledge, skills and experience in the homelessness sector
Knowledge of and understanding and of the Going Homes Staying Home reform and Specialist
Homelessness Practice Guidelines
Demonstrated understanding of the current issues facing homelessness services and the ability
to drive and lead change
Demonstrated skills and understanding of housing and homelessness networks and rental
markets
Knowledge of the legal framework for homelessness services and current trends/issues for
North Coast NSW
Knowledge and understanding of the needs of Aboriginal people experiencing homelessness
and related issues and women and children experiencing domestic and family violence
Demonstrated ability to communicate and develop positive partnerships effectively with,
funding bodies, Alliance partners and key stakeholders including clients, welfare services,
private landlords/agents and government agencies to access housing solutions
Ability to manage a complex workload by way of planning and organisation of priorities
Demonstrated interpersonal skills including excellent communication, negotiation, and conflict
resolution
Current Drivers Licence
Willingness to travel and work flexible hours when required
Desirable Criteria
 Knowledge and experience of the NSW Client Information Management System (CIMS)
Please note: A criminal record check will be undertaken for the successful applicant with ongoing
employment dependant on the outcome.
Name
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Signature
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Date
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Homelessness Service Manager Job Description
4.