Senior Manager, Client Experience and Service Development

For over 240 years combined Berry Street and Yooralla have been at the forefront of supporting Australians with a disability and those experiencing poverty violence and abuse. Now as one unified organisation we bring together unparalleled expertise and a shared commitment to empowering individuals and families to thrive while upholding and championing their human rights. We believe in a future where everyone has the opportunity to live the fulfilling life they choose for themselves free from the impacts of trauma violence and abuse achieved safely and with dignity.

The Opportunity

• Full time Permanent role
• Hybrid (WFH) you can be based from either Preston or Mt Helen Offices
• Competitive salary Super Salary packaging

This is a standout opportunity to shape strengthen and grow the Family Violence portfolio at scale.

As Senior Manager Client Experience & Service Development you will play a critical leadership role within our Family Violence program supporting the development of a new program stream that will drive greater consistency stronger systems and improved outcomes for victimsurvivors and their children.

This role has a strong strategic focus strengthening client experience service quality workforce capability and program growth across a complex multisite service system. Working closely with the Director Family Violence and senior leaders you will lead continuous improvement initiatives support funding diversification and contribute to the future direction of specialist family violence services.

This is a senior opportunity for a valuesdriven specialist leader who is passionate about quality client experience workforce capability and service growth and who brings deep expertise in the Victorian family violence system.

Key Responsibilities

• Lead programwide quality and client experience initiatives ensuring alignment with MARAM Child Safe Standards and service agreements
• Strengthen practice consistency reflective practice and workforce capability across the organisation
• Develop and communicate a strong program data story to support strategy executive decisionmaking and funding opportunities
• Identify and progress growth opportunities including feeforservice models partnerships tenders and grants
• Provide senior leadership coaching and supervision to a small team focused on quality capability and development
• Build strong relationships with internal stakeholders funders government and sector partners

About You

Our ideal candidate will be a senior and credible family violence leader with:

• Minimum 5 years leadership experience within the specialist family violence sector
• Bachelor level qualification in Social Work or recent employment in the family violence sector or equivalency met through the 7 Equivalency Principles in line with the minimum mandatory qualification requirements.
• Demonstrated expertise in specialist family violence service delivery quality improvement or program development
• Strong understanding of Victorian Family Violence reforms including MARAM Information Sharing Schemes and Child Safe Standards
• Experience leading quality capabilitybuilding or client experience initiatives across complex programs
• Proven ability to contribute to program growth funding diversification or tender development
• Highlevel skills in data analysis impact reporting and stakeholder engagement
• A collaborative leadership style with a strong commitment to diversity equity inclusion and cultural safety.

We strongly encourage applications from people with disability Aboriginal and Torres Strait Islander peoples LGBTQIA people and people from culturally and linguistically diverse backgrounds.

Why Join Us

• $15900 pa and Salary Packaging
• Additional Salary Packaging for meals/accommodation
• 10 weeks paid parental leave other generous leave conditions!
• Access to the Employee Assistance Program with access for staffs immediate family

Interested

Apply with you resume and cover letter addressing the experience and the key selection criteria by 11pm Sunday 3 May 2026.

Any questions regarding the role please contactJames Stubbs Director Family Violence on

We believe in diversity inclusion and equality and are committed to ensuring that our workplaces are a reflection of the Victorian community. We recognise the benefits that diversity and inclusion brings and in turn encourage talented people from all backgrounds abilities and identities to apply to our vacancies.

We encourage applications from people with lived experience of disability. Youll receive adjustments and support throughout the whole process from the application stage to starting in the workplace. If you require the position description in a different format or any accommodation or assistance during the application and interview stages please contact the person listed on the ad or alternatively email or call.

Berry Street Yooralla is committed to being a child safe child friendly and child empowering everything we do we seek to protect children. We are committed to the cultural safety of Aboriginal and Torres Strait Islander children; children from culturally and/or linguistically diverse backgrounds; children with a disability; children who identify as LGBTIQA. We aim to ensure every individual is treated with dignity and respect regardless of their cultural background ability ethnicity gender identity sexual orientation spirituality or religion.

Please Note;the successful applicant will be subject to comprehensive reference and background checking prior to employment including a NDIS Screening Check Working with Children Check and National and International Police check (if required) and NDIS training.