In This Application Pack
About this Opportunity
Windsor Group has been commissioned by Multicultural Communities Council Gold Coast (MCCGC) 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.
Overview of Multicultural Communities Council Gold Coast
Multicultural Communities Council Gold Coast (MCCGC) came into existence in 1983 in response to the growing number of migrants, new arrivals, and people from refugee backgrounds. Back then, it was evident that their unique needs, especially for those from non-English speaking backgrounds, were not being fully met by mainstream services.
The birth of MCCGC was a pivotal moment in history, setting in motion a chain of events that would forever change the lives of multicultural communities. Since then, their vision has been crystal clear: to foster an inclusive community that cherishes diversity.
Their mission is to connect clients to the community and to make life better. These are not just words; they are a testament to a journey that has spanned four decades, impacting lives, igniting hope, and building bridges of understanding.
An organisation that is committed to delivering the highest standard of excellence in customer service which is a signature component of this organisation. MCCGC provides services to mainstream and CALD communities across the Aged, Disability and Community service sectors.
2023 was a milestone year for MCCGC celebrating 40 years of partnering with the community and delivering vital services that build community.
CÜRA Aged Care Services is an important part of the MCCGC ecology wholeheartedly committed to enhancing the lives of seniors in Southeast Queensland and Northern New South Wales. With a clear mission to empower them to age gracefully, maintain their independence in the comfort of their own homes and link with their community.
Their tailored support solutions ensure clients remain active, connected, and engaged in their communities, all while respecting their individual needs, goals, cultural background, and language. With a compassionate and culturally sensitive approach, the CÜRA team are committed to making their clients’ lives better.
Information for Applicants
Windsor Group and MCCGC 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.
As with all community Service organisations, change forms part of the landscape; changing needs, changing legislation and changing service levels, MCCGC has grown through this change and continues to embrace and work through the changing environment. This is more evident with CURA and the aged care reforms that are set to be implemented within the next 18 months.
The team at CURA is vibrant and diverse, they not only embrace the diversity they work with but place great value on this diversity.
With an open-minded board and an attainable growth target, MCCGC is poised for the next chapter of their development and this chapter necessitates the need for an innovative creative and curious Service Manager.
Organisation Plans for the Future
Having developed and evolved over the last 40 years to meet the needs of a changing community on the Gold Coast, MCCGC are resolute in their mission to provide culturally appropriate community services to a diverse community.
Their growth has been built on a sustainable model to ensure the ongoing viability of the organisation and the service they deliver. Coupled with this growth is a strong desire to maintain the level of service they deliver, a service which has built a strong and desirable reputation within the aged care sector on the Coast.
With this growth comes the need for this Service manager to be actively involved in all aspects of CURA, there is huge potential for growth within this role as you develop and grow the capabilities of the team you will lead.
Environment and Challenges
This is a very supportive and collaborative team environment whereby all members of the CURA team have a strong connection to the clients of Multicultural Communities Council Gold Coast. Actively involved when needed, the team can, and do, roll up their sleeves to contribute at client level.
The Aged Care sector is a continually evolving space, following on from the royal commission of enquiry there are ongoing changes to legislation and best practice procedures, this is a continuing challenge for the organisation. Staying up to date with these changes and the implications they have on the service delivery of the organisation is paramount to this role. Understanding current legislation and the impending changes you know how to navigate the challenges ahead.
Coupled with this challenge is the turnover of care staff within the industry. A challenge for all organisations in the sector and one that MCCGC deals with and actively works on in terms of staff retention.
About the Role
The Service Manager is a critical member of the CURA team at Multicultural Communities Council Gold Coast, bringing strong business acumen and operations experience within the Aged Care Sector you can help grow and strengthen the organisation.
Self-driven and comfortably working autonomously & collaboratively you are a solutions seeker with a strong customer-centric focus. An experienced service manager with a strong operational skillset, you are comfortable working across multiple facets of the business.
Experienced working in the governance and compliance space, you will be adept at writing/reviewing policies and procedures and preparing detailed reports. You keep abreast of changes in the aged care industry, regulations and program standards and assess the potential impact of these changes on company processes.
You will have a working knowledge of workplace health and safety having demonstrated experience in incident management & serious incident reporting.
Experience across a range of software programs and data platforms including the My Aged Care Portal is essential.
You bring a highly organised and detailed work ethic to the position and understand converting strategy into an implementation plan and process. Having worked on policy you also have experience in developing and refining policy along with the development of systems & procedures.
A key focus of this organisation is people, you have an innate ability to connect with people and build solid relationships, in particular, you have an understanding of the culturally and linguistically diverse communities Multicultural Communities Council Gold Coast delivers business to.
With a high EQ you understand team dynamics and value culture having promoted positive culture in previous roles. Your people skills develop strong partnerships and ongoing relationships. The care of people is at your core.
With an endearing nature you will cultivate positive relationships developing trust and influence. You will bring an inquisitive mind to the position by actively engaging with all stakeholders to see where you can add value and support. You will also be happy to have robust conversations in a supportive environment.
With strong attention to detail and planning you are comfortable working on the logistical needs of the organisation with an ability to pre-empt and forecast potential issues and solutions to navigate through these.
Your strong report writing skills and demonstrated experience reporting to executive level together with tailoring language to speak to multiple audiences across the organisation will be evident.
What We Are Looking for
The role of the CÜRA – Service Manager will be responsible for managing the CÜRA Operations team. Reporting to the Head of Community and Client Services, the CÜRA – Service Manager will drive the implementation of the organisations strategic objectives to achieve outstanding operational outcomes.
Critical to this role will be Strategy development, hands on operational leadership and engagement and cultural development. To achieve this you will bring the following attributes:
- Qualification in business management / Human Services / or relevant disciplines and or equal experience in a similar position within a community organisation.
- Strong knowledge of Aged Care industry. (Particularly In Home Care)
- Professional attitude with high work ethics.
- Exceptional leadership and communication skills.
- Ability to promote efficiency toward achieving business objectives.
- Advanced knowledge of best business practices.
- Highly developed communication and interpersonal skills
- Demonstrated ability to build effective relationships with all levels of staff.
- Strong organisational skills and ability to multi-task and problem solve.
- Excellent writing skills
- A high level of tact and confidentiality.
- Ability to be responsive, flexible, and agile in response to changing industry.
- Excellent attention to detail in preparing materials, managing sensitive information and processing tasks.
- Comprehensive understanding of relevant standards and legislation related to aged care/disability services/community services.
- Integrity and ethical awareness
- Ability to interact and work cooperatively with Management and others in a team environment.
- Excellent computer literacy, confident and capable of using systems and technology as required for the position.
- Excellent critical thinking skills and the ability to exercise good judgement and the ability to function in a rapidly changing work environment.
Personal Attributes required:
- Excellent Decision-making capabilities
- People with tenure on their resume
- High Emotional Intelligence
- Strong drive & passion for Aged Care sector (heart & personality – community minded)
- High level of care and customer engagement
- CALD experience
- Highly collaborative
- Solid interpersonal skills
- Strong outcome focus
- Purposeful and structured in approach with strong attention to detail
- Excellent communication & relationships management skills
Certificate & license requirements:
- Must hold a current Driver’s License
- National Police Certificate
- NDIS Worker Screening Certificate
- NDIS Worker Orientation Module Certificate
- Completed all COVID 19 Modules via dept of Health
- Blue Card
- Yellow Card
- Key Personnel Statement
Submission of Applications
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 AOACOM to email@example.com. For more information please contact Adam Oakhill or Mike Conroy on 07 3211 0001. Your application will be acknowledged by email within one business day.
What is the application process?
All applications will be assessed and those most qualified against the recruitment criteria for this appointment will be contacted by phone. Short-listed candidates will have interviews, reference and background checks, and then successful candidates will be appointed to the relevant position.
What do I need to do to apply?
Email your cover letter and resume or work and board history, and refer to the advertisement to tell us how your personal and professional experiences (including lived/living experience), skills and qualifications match those outlined in the role description. Email your application to firstname.lastname@example.org
How will applications be assessed?
Applications will be assessed according to the information and responses provided (as above).
When will I hear if I have been successful?
We will contact you via email at least every two weeks throughout the process with updates of how we are progressing. If you are not successful, we will let you know as soon as possible.
Do you use computer software to review applications?
No, all applications are reviewed by a recruiter.
What format would you like my application to be in?
Can I apply for these positions if I live outside of Queensland?
Yes, as long as you have the knowledge and experience the positions require.
Will my application be confidential?
Will you keep my details after this process is finalised?
We will ask your permission to keep your details on file. If you don’t wish us to do so, let us know and we will remove them from our system.
How will I know you have received my application?
All applications will be acknowledged by email within one business day.
What should I do if I don’t receive an acknowledgement of my application?
First, check your junk mail or spam folder. If you haven’t received an acknowledgement within one business day, contact us via email on email@example.com or call 07 3211 0001.
When do you contact referees?
We will seek your permission before contacting any referees.
Will I get feedback if I’m not successful?
Yes, you will. You can also contact Windsor Group for feedback, our details are found at the bottom of this page.
I’ve reviewed all the information available here but still have questions about the process/roles. Can I speak to someone?
You can submit questions below, email firstname.lastname@example.org to arrange for a consultant to contact you or call 07 3211 0001. All questions and answers will be made available on our website for all potential applicants.
Should you require assistance with the application process or would like any more information, please contact us on the details below:
Phone: (07) 3211 0001