Operations Manager – ITEC

Windsor Group has been commissioned by ITEC Group to manage this important assignment. Windsor Group is a profit-for-purpose providing expert advice, HR services, executive search and recruitment services for executive, permanent and temporary/contract roles across nonprofit, commercial and government sectors.  

For over 25 years, ITEC Group Australia have been dedicated to providing support and resources to people within the community. They believe in delivering high quality services, aiding people in times of need and advocating for social inclusion. They provide programs relating to health, disabilities, child safety, families, mental health and more. 

With a strong community focus, ITEC offer a range of services including, Supported living, Community access, Home Care, Behavioural support & counselling, Support coordination and plan management. 

They offer NDIS participants and their families a broad range of support options, from basic day to day support to full care. Their caring, understanding and fully qualified staff have many years’ experience working with people with disabilities. They aim to provide the best possible, culturally appropriate support and value for money. All their employees are trained in cultural awareness, with strong connections to local businesses, services, and local community organisations. 

As part of the ITEC group, ITEC Youth was established in 2011 to provide child protection and residential care homes in Northern Territory and Queensland. Now operating under the umbrella of ITEC Group Australia, ITEC Youth has grown to provide services in Queensland, Northern Territory and New South Wales with a view to expand further nationally. 

ITEC Group Australia take great care in ensuring all services provided are not only age, gender and culturally specific and appropriate, but are also committed to implementing services which are respectful, person-centred and with the client’s best interests governing all care decisions. Endeavouring to support customers to live safely and independently with choice and as much personal freedom as possible. We strive to assist participants to become valued members of the community and encourage inclusiveness for all people we support. 

With a clear mission to ensure all members of the community, regardless of age, ability or ethnicity feel supported, included and empowered. ITEC are dedicated to creating opportunities that enhance lives through cultural appropriateness and safety, respect, dignity and discretion. 

Programs on offer include Community Access & Social Inclusion which covers community engagement activities, In Home support & respite care. 

Their strong youth program supporting young people includes Child Safety, Residential Care, Emergency Accommodation, Outreach Support, Casework Support Program &Family Group Conferencing. 

ITEC’s approach to community support, as demonstrated by the range of programs and services on offer, is to provide a holistic model of support of those in their care which is appropriate and considered. 

Client Website

Windsor Group and ITEC Group are both committed to equal opportunity employment practices. Applications for the position of Operations Manager will be assessed on merit and selected applicants invited to interview. An offer of appointment will be made to the applicants whose written application and interview responses best demonstrate their ability to meet the requirements of the role. 

ITEC has been evolving over the last 25 years to meet the ever-changing needs of a diverse community. 

Their development has been driven by need and has grown into a complex organisation providing a wide and diverse range of support. 

The organisation has reached a point where there is a need for standardisation of services and realignment of programs to meet the stringent guidelines and changing regulations that apply to the sector.

This is a complex organisation with a clear focus on sustainability to continue providing the support needed by the communities it serves.  

As a transformational expert you are well equipped to lead a team through organisational change at an operational level. With a solid understanding of NDIS and the delivery of disability services you are at the forefront of best practise having developed policies and procedures that comply with current legislation.  

You have a unique operational understanding of the challengers faced by your team and have developed systems and procedures to meet these challengers. Proven experience and understanding are essential to be successful in this role. 

As a member of the Executive team and reporting to the Group CEO, the position forms part of a collaborative group of leaders providing oversight of organisational performance, financial management and organisational risk management. 

A demonstrated understanding of governance risk and compliance, including incident management and reporting is essential. Ensuring that operational risks associated with the delivery of services are identified, assessed, and controlled, and that strategic risks and risk mitigation strategies are document and monitored. 

Highly desirable would be a demonstrated experience of implementing quality management and compliance systems and understanding the need for these to be functional, effective, fit-for purpose and continually improving and adapting to business needs. 

• Tertiary degree in allied health /health, Disability Services, Community Services OR significant years’ experience in community services, disability accommodation.
• Proven experience as a senior leader of operational services preferably in a complex, diverse, medium to large multi-disciplinary and multi-site environment (Disability, Community or Health Industry experience an advantage) 

• Excellent operational management and leadership abilities – mentoring and supporting mid-frontline managers to ensure they have understanding and resources to drive performance in their respective teams.
• Integrity, showing strong moral and ethical principles and values in line with being a senior figurehead for an established, customer-centric organisation.
• Leading by example to foster a culture in which people feel empowered to challenge and refine work practices, focus on continuous improvement, maintain safe practices for themselves and others.
• Proven experience in NDIS service delivery a People-Centric champion with a focus on Disability – enabling independence and dignity of risk.

• Demonstrated ability to understand organisation-wide issues to inform strategy regarding service delivery models and associated costs and margins. 

• Subject matter expert in NDIS funding frameworks and process requirements, including lifecycle, Service Agreements, Pricing arrangements and approval trends and associated quality and safeguard standards / NDIS Practice Standards and other compliance frameworks including:

1. 1. State-based Disability Acts 
   2. ISO 31000: 2018 Risk Management 
   3. AS/NZS 4801 Workplace Health and Safety and WHS Acts & Regulations 
   4. AS ISO 37301:2023 Compliance Management Systems 
   5. AS/NZS ISO 9001:2016 Quality Management Systems 

• Strong communication, negotiation, influencing and advocacy skills with excellent interpersonal & relationships management skills.
• Lead and foster internal and external stakeholder engagement and relationships ensuring positive working relationships are maintained.
• An inherently collaborative approach to teamwork.  
• Ability to drive initiatives and projects to meet the required standards and timeline.
• High-level of leadership in deescalating issues within the organisation with employees, as well as managing customer complaints and delivering outcomes for both, with a sense of urgency and with integrity, effectively identifying, managing & mitigating organisational risk.
• Demonstrated capability to drive change in a complex evolving environment
• Excellent and Proven Decision-making capabilities.
• High Emotional Intelligence 
• High level of care and customer engagement
• SCHADS Award experience

• Demonstrated knowledge of contemporary work force management practices and industrial relations  

• High level of financial management skills and business acumen. 

Position Description Document

When submitting your application, ensure your application includes: 

• An up-to-date resume (in Word format) 
• A covering letter (in Word format) outlining your interest and expertise relevant to the role 

 Submit your application quoting reference number MCHODS to apply@windsor-group.com.au. For more information please contact Mike Conroy on 07 3211 0001. Your application will be acknowledged by email within one business day. 

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