Participant Services Manager – Aged Care

Join the worlds largest humanitarian movement and support people to maintain social connectedness and independenceFull time 12-month backfill roleFlexible location hybrid working We offer flexible hybrid work arrangements designed to support balance and collaboration. This role requires the ability to attend an Australian Red Cross office two days per week (your choice of days) offering a chance to connect and build strong working relationships. For the remaining three days youre free to choose where you Red CrossAustralian Red Cross is part of the worlds largest humanitarian movement. We support and empower people and communities in times of vulnerability. We act for the RoleThe Participant Services Manager leads our intake administration and casework teams to deliver a smooth person-centred participant journey from first contact through ongoing support to role oversees daily operations aligns workflows and supports teams to work in a coordinated responsive way. It is responsible for building team capability setting clear expectations and fostering a culture of quality accountability and care.A key focus is upholding and strengthening quality standards across all participant touchpoints ensuring services are consistent compliant and grounded in strengths-based practice. The role also monitors demand improves systems and processes and drives continuous improvement strong relationships with external stakeholders including aged care providers and partners is an important aspect of the position. As an associated provider the Participant Services Manager helps ensure the organisation is trusted responsive and easy to work YouYoure a values-driven leader with a strong background in participant care ideally in social work or a related field. With a strong understanding of good practice you know how to embed it consistently across leading participant-facing services has equipped you to guide intake administration and casework functions to deliver high-quality consistent support. Building capability coaching for quality and keeping participant experience at the centre of decision-making come as comfortable with operations as you are with participant care you use data feedback and practice insight to improve outcomes and strengthen service delivery. Rather than simply maintaining standards you actively drive quality improvement and promote best relationship-building skills enable you to work effectively with external providers and partners supporting coordinated participant-focused care and fostering trusted and ExperienceBackground in social work community services or similar or equivalent participant care experienceExperience interpreting the Aged Care Act and the Commonwealth Home Support GuidelinesDemonstrated experience leading multidisciplinary client-facing teamsStrong understanding of person-centred and strengths-based practiceExperience upholding and improving quality standards and participant outcomesKnowledge of aged and community care frameworks standards and complianceAbility to translate practice into clear processes and team expectationsStrong communication and stakeholder engagement skillsExperience working with diverse communities including First Nations CALD and LGBTIQ participantsBenefits that act for you while you act for humanityWork flexibility: Australian Red Cross offers flexible & hybrid working designed to balance flexibility with purposeful in-office collaboration; strengthen team culture build trust and drive wellbeing: In addition to your salary you can take advantage of salary packaging that could provide you with a great way to reduce the amount of tax you pay - and get more from your salary. You can salary package up to $15900 for living expenses (such as rent groceries utility bills); up to $2650 for holiday accommodation and meals when dining out; Novated car leases; superannuation and purchase additional annual Health & Wellbeing: You can access a paid Me day just for you and a wide range of other paid leave options. You can also tap into specialist health and wellbeing advice via our Employee Assistance Program (EAP) provider Converge development: Access to ongoing learning training and information This role is covered by the Social Community Home Care and Disability Services Award - Level 6. Competitive salary superannuation salary packaging find out more about this opportunity or to obtain a copy of the Position Description please email Peta Page must be submitted online prior to 11.55pm AEST on Tuesday 7 July 2026 to be considered for this role.