Team Leader, Client Pathways & Partnerships

Team Leader Client Pathways & Partnerships

Guide Dogs Victoria Kew Full-Time Permanent On-Site

Lead client access. Strengthen partnerships. Driveimpact.

For more than 70 years Guide Dogs Victoria has beenbreaking down barriers so people can live life without limits. We place ourclients at the centre of everything we do ensuring their goals preferencesand lived experience shape every stage of the service journey.

Our highly trained dogs and specialist services supportpeople living with low vision blindness disability PTSD and other complexneeds to build independence capability and confidence.

We are now seeking a capable and relationship-focused leaderto take ownership of our Client Pathways & Partnerships function a pivotalrole that connects clients funding bodies and operational teams to deliverseamless high-quality service experiences.

This is an opportunity to influence both individual clientjourneys and broader organisational performance within one of Australias mosttrusted community organisations.

About the Role

Reporting to the Manager Dog Training & ClientServices the Team Leader Client Pathways & Partnerships providesstrategic and operational leadership across client access referral pathwaysand external partnerships.

Importantly this role is the primary client liaison for DogServices. You will work directly with Guide Dog applicants and prospectivePTSD/Assistance Dog clients shepherding individuals through what is often asignificant and life-changing process.

From first enquiry through assessment funding approval andallocation you will ensure clients feel informed supported and confident intheir journey with Guide Dogs Victoria.

Your responsibilities include:

• Leading client intake and referral pathways
• Acting as the key client liaison across Guide Dog and PTSD programs
• Supporting individuals who are ready to take the step toward an assistance dog to navigate disability vision loss or trauma
• Government and funding body engagement (NDIA DVA Courts and others)
• Partnership development and management
• Revenue oversight and funding compliance
• Demand forecasting and capacity alignment

You will ensure:

• Seamless client-centred journeys from enquiry through to service
• Sustainable demand aligned to organisational capacity
• Timely funding approvals and responsible revenue performance
• Strong professional partnerships that support service quality and growth

You will work closely with operational and technical leadersin the dog services team to align confirmed demand with delivery capacitycontributing to financial sustainability and service expansion.

This role participates in the Senior Leadership Group andcontributes to broader organisational strategy.

What Were Looking For

You are an exceptional communicator and relationship-builderwho places clients at the centre of decision-making and service design.

You are comfortable speaking directly with and supportingindividuals who are ready to take the step toward an assistance dog that willsupport them to navigate disability vision loss or trauma. You understand thatthis is often a significant and life-changing decision and you bring clarityconfidence and professionalism to every interaction.

You will bring:

• Strong client-facing experience and highly developed interpersonal skills
• The ability to build trust and confidence with clients families government representatives and community partners
• Excellent verbal communication skills and confidence managing sensitive and high-stakes conversations
• Strong planning administration and coordination capability
• An understanding of government funding models (NDIS DVA or similar) or the capability and willingness to quickly develop this knowledge
• Sound organisational and analytical skills
• Financial awareness to support revenue monitoring and funding compliance

Desirable but not essential:

• Experience within disability health veteran or community service sectors
• Trauma-informed practice training (or willingness to undertake)
• Counselling social work psychology or related background

You are calm structured and solutions-focused able tobalance empathy with accountability and relationship depth with operationalrigour.

Why Join Guide Dogs Victoria

• Be part of a 70-year legacy organisation trusted by generations of Australians
• Opportunity to work in organisation that has high ethical welfare standards for breeding training and placement of working assistance dogs
• Contribute to a high-performing purpose-driven not-for-profit
• Salary packaging benefits up to $18550 tax-free
• 6 weeks paid parental leave
• Wellbeing program including EAP flu vaccinations and skin checks
• Reward and Recognition program
• On site nursery training kennels and administration building with dogs abound

At Guide Dogs Victoria youll join a team committed toquality collaboration and continuous improvement ensuring every clientexperiences a respectful timely and empowering pathway into service.

Inclusion & Accessibility

Guide Dogs Victoria is an equal opportunity employercommitted to diversity equity inclusion and accessibility. We encourageapplications from:

• Aboriginal and TorresStrait Islander peoples
• People with disabilities including low vision or blindness
• People from culturally and linguistically diverse communities
• LGBTQIA communities
• People of all ages

Lived experience of disability or supporting a person withdisability is highly valued.

We are committed to workplace adjustments throughoutrecruitment and employment. Please contact if you require reasonable adjustments.

Mandatory Safety Screening

The successful candidate will be required to complete:

• National Police Check
• Working With Children Check
• Any additional compliance checks relevant to the role

If you are ready to lead client access build trustedpartnerships and shape the next chapter of Guide Dogs Victorias impact welook forward to hearing from you.

We recognise and celebrate the diversity of our employees and volunteers and the benefits this brings to our organisation.

Our people enjoy an inclusive and culturally safe work environment free from all forms of discrimination.

Guide Dogs Victoria is a Child Safe organisation.

Lived experience as a person with a disability is highly valued.

Lived experience supporting a person with a disability is highly valued.