Job Title: Operations Manager

Reporting to: Managing Director
Location: Devonport, Tasmania

About TassieCare

TassieCare is a leading NDIS and child safety provider in Tasmania, committed to delivering high-quality, person-centred support. Our services adhere to the NDIS Practice Standards, United Nations Convention on the Rights of Persons with Disabilities (UNCRPD), and Child Safety Regulations, ensuring the safety, rights, and well-being of the individuals we support.

We maintain Australian Childhood Foundation (ACF) accreditation and partner with EtrainU and Crisis Prevention Institute (CPI) to ensure our workforce is highly trained in trauma-informed care, crisis de-escalation, and person-centred approaches.

Position Overview

The Operations Manager is responsible for overseeing all operational aspects of TassieCare’s service delivery to ensure efficient, high-quality, and safe participant outcomes. This role sits at an executive level within TassieCare, reporting directly to the Managing Director.

The Operations Manager provides strategic leadership and operational oversight across service delivery functions, ensuring workforce efficiency, compliance with sector regulations, and high-quality support for participants. This role collaborates closely with the State Manager of Participant Care & Service Delivery, Service Delivery Managers, Registered Nurses, and Rostering Teams to ensure services are delivered in accordance with NDIS Practice Standards, the Children, Young Persons and Their Families Act 1997 (Tas), and other relevant legislation.

Key Responsibilities

Operational Leadership and Service Delivery

• Lead and oversee all day-to-day operations related to participant services
• Provide strategic direction to the State Manager of Participant Care & Service Delivery, ensuring alignment with organisational goals.
• Act as an escalation point for complex operational and participant-related issues.
• Ensure service delivery is person-centred, trauma-informed, and in compliance with the NDIS Quality and Safeguarding Framework.
• Work with the State Manager of Participant Care & Service Delivery to implement continuous improvement initiatives that enhance participant outcomes.
• Oversee rostering, workforce allocation, and operational efficiency to ensure consistent and high-quality service provision.

Leadership and Workforce Management

• Provide high-level leadership to the State Manager of Participant Care & Service Delivery, Service Delivery Managers, Registered Nurses, Rostering and frontline teams.
• Ensure workforce planning strategies align with service needs and operational requirements.
• Work collaboratively with the People & Culture Manager to ensure recruitment, training, and performance management initiatives support operational excellence.
• Drive staff engagement, retention, and capability development in alignment with best-practice models.
• Work collaboratively with Compliance and Finance Managers to ensure compliance with reporting obligations and service agreements

Rostering, Scheduling, and Resource Optimisation

• Oversee roster planning and shift allocation, ensuring optimal coverage while maintaining cost efficiency.
• Ensure compliance with workforce legislation in rostering decisions.
• Work closely with the Rostering Team to address shift vacancies, workforce shortages, and participant needs.

Risk Management, Incident Response, and Safeguarding

• Lead risk assessment and mitigation strategies for operational and service-related risks.
• Oversee incident reporting, response, and resolution, ensuring compliance with the NDIS Quality and Safeguarding Commission.
• Ensure adherence to restrictive practice guidelines, collaborating with Positive Behaviour Support Practitioners and Clinical Specialists.
• Provide leadership in emergency response situations, ensuring appropriate crisis management protocols are in place.

Stakeholder Engagement and External Relations

• Act as a key liaison between TassieCare and external agencies, including the NDIS Commission, Child Safety Services, and other regulatory bodies.
• Build and maintain strong relationships with participants, families, and advocacy organisations to ensure high-quality participant experiences.
• Represent TassieCare in sector forums, government meetings, and inter-agency collaborations.

Strategic Planning and Operational Growth

• Contribute to the strategic direction of TassieCare, ensuring operational priorities align with long-term organisational goals.
• Identify opportunities for service expansion, including new programs and regional growth initiatives.
• Provide data-driven reports and insights to the Managing Director, supporting informed decision-making.

Risk Management and Compliance

• Develop and implement risk management strategies to mitigate operational, financial, and compliance risks.
• Ensure all services adhere to NDIS Practice Standards, regulatory requirements, and organisational policies.
• Conduct regular internal audits to identify potential risks and areas for improvement in service delivery and operational processes.
• Establish and maintain robust contingency plans to manage service disruptions, safeguarding participant care and business continuity.
• Collaborate with stakeholders to implement corrective actions and prevent recurrence of identified risks.

Key Selection Criteria

Essential

Qualifications & Experience:

• Tertiary qualification in Health, Disability, Social Work, Business Management, or a related field.
• Minimum 7+ years of experience in senior operational leadership within NDIS, disability, or child safety services.

Leadership & People Management:

• Proven ability to lead multidisciplinary teams, including managing senior managers.
• Strong experience in performance management, workforce planning, and training development.

Operational & Compliance Knowledge:

• Deep understanding of NDIS Practice Standards, SCHADS Award compliance, and risk management frameworks.
• Experience in roster management, workforce optimisation, and strategic resource allocation.

Stakeholder Engagement & Communication:

• Strong interpersonal skills to build relationships with government agencies, advocacy groups, and participant families.
• Ability to effectively represent TassieCare in regulatory, legal, and sector-wide discussions.

Conditions of Employment

• Full-time role with on-call responsibilities as required.
• NDIS Worker Screening Check and Working with Vulnerable People Card (Tasmania) required.
• Current driver’s licence and willingness to travel as needed.
• Completion of mandatory training, including CPI de-escalation training and child safety training.

Why Join TassieCare?

• Lead high-impact service delivery operations in a values-driven organisation.
• Work in a senior leadership position, reporting directly to the Managing Director.
• Competitive salary package and professional development opportunities.

How to Apply:
Please submit your resume and cover letter outlining your experience and addressing the selection criteria to Jon Bishton, People & Culture Manager via [email protected]

TassieCare welcomes applications from candidates of all backgrounds, communities, and industries. We are steadfast in our commitment to building a team that embodies a rich diversity of skills, experiences, and capabilities.