About the Role

The Manager – Mental Health is a pivotal leadership role overseeing the delivery of mental health services across all jurisdictions where Avenues Australia operates. They will contribute to strategic growth while fostering a client-centred, inclusive team culture. The Manager ensures high-quality service delivery, compliance with National Disability Insurance Scheme Act 2013 (NDIS Act) and corresponding NDIS Practice Standards, and adherence to relevant mental health legislation, including:

the Mental Health Act 2014 (Western Australia), which governs voluntary and involuntary treatment, assessment, and rights of individuals with mental health disorders in Western Australia;

the Mental Health and Wellbeing Act 2022 (Victoria); and

other state and territory laws.

These laws collectively emphasise recovery-oriented care, human rights, and the principle of least restrictive care. The Manager champions recovery-oriented practices, promotes client choice and control, and addresses the episodic nature of mental illness through robust service coordination. The role involves managing risks related to mental health crises, ensuring compliance with legal frameworks for involuntary treatment, and advocating for clients’ rights under relevant mental health acts. You will be responsible for monitoring progress, tracking key performance indicators (KPIs), surveying clients and providers, solving problems, supervising staff, developing resources or training, and managing risks related to complex psychosocial needs. This role is best suited for a skilled and dedicated individual with superb leadership and interpersonal skills, passionate about delivering end-to-end client-driven solutions within the mental health sector. The ideal candidate excels at identifying and resolving problems, leveraging successes, and enhancing service delivery efficiency to support financial sustainability.

Responsibilities

The Manager – Mental Health will have a caseload and will be responsible for the following:

Stakeholder Relationship Management

Represent Avenues Australia at industry forums and promote the organisation as a leading NDIS Psychosocial Recovery provider.

Build and maintain relationships with mental health-specific referral sources, including clinical mental health services, psychiatrists, psychologists, community mental health teams, crisis intervention services, and peer support organisations, to grow Avenues Australia’s client base.

Engage with Local Area Coordinators, NDIS planners, and mental health advocacy groups to strengthen referral pathways and ensure seamless service integration for clients with psychosocial disabilities.

Pursue leads, convert them into clients, and enhance the organisation’s brand through professionalism and fruitful relationships within the mental health sector.

Contribute to strategic planning, identifying opportunities to expand mental health services through partnerships with mental health NGOs, lived experience networks, and regional health services.

Service Delivery Oversight and Management

Oversee the development, implementation, and evaluation of mental health services, ensuring alignment with client goals and NDIS frameworks.

Manage Psychosocial Recovery Coaching functions, including plan implementation, goal setting, service linkage, budget monitoring, and plan reviews.

Work directly with complex clients to personalise supports, resolve crises, and ensure choice, control, and independence in decision-making.

Coordinate with mainstream, community, and specialist providers to deliver integrated supports, negotiating services to maximise value and meet obligations.

Cultivate an environment where teams establish and nurture strong working relationships.

Collaborate with team members to understand client service needs, address concerns, and proactively identify opportunities for improvement.

Establish and maintain a process of service reviews with clients to review service performance, gather feedback, and ensure client satisfaction.

Deliver on Avenues Australia’s Service Quality Guarantee.

Leading and Supervising Client-Facing Teams

Supervise and mentor a team of Recovery Coaches, and other staff, conducting fortnightly team huddles and monthly supervision meetings.

Monitor team performance, ensuring quality outcomes, accurate documentation, and adherence to client risk assessments and recovery plans.

Identify challenges to achieving team KPIs (e.g., billable hours, service quality) and develop strategies to address them, escalating disciplinary matters as needed.

Foster a culture of collaboration, accountability, and continuous improvement within the service delivery team.

Work in collaboration with the Manager – Disability & Aged Care on joint projects to ensure optimal resource utilisation, service alignment, and consistency.

Issue Resolution and Escalation

Take ownership of and address service-related feedback, issues, incidents, or escalations in a timely and effective manner.

Collaborate with cross-functional teams to identify root causes of positive feedback to ensure successes can be implemented across service delivery.

Collaborate with cross-functional teams to identify root causes of issues and implement preventive measures.

Performance Management and Reporting

· Prepare and present regular service performance reports to senior management.

· Analyse data and trends to identify areas for improvement and make informed decisions.

Process and Procedure Improvement

Identify opportunities for process optimisation and automation to enhance service delivery efficiency.

Work with internal teams to design and implement streamlined workflows and standardised procedures.

Lead the development and implementation of service delivery-related programmes or projects, including team structure design, program design, business development, and service delivery resources and tools.

Identify policy gaps relating to service delivery.

Knowledge Management

Optimise resource allocation to meet service demands whilst controlling costs.

Develop and update resources related to mental health recovery principles, including strengths-based and person-centred approaches to support clients in building resilience and capacity.

Develop and update resources providing comprehensive knowledge of mental health diagnoses, symptoms, evidence-based treatments, medications, and psychosocial interventions.

Develop and update resources related to keeping team informed about regional mental health and allied health providers to facilitate effective service linkages.

Develop and update resources related to support the mental health team to understand the episodic nature of mental illness and collaborate with clinical and community services to maintain engagement during periods of increased support needs.

Develop and update resources related to improve understanding of dual diagnoses, including co-occurring conditions such as substance use disorders, acquired brain injuries, and physical or intellectual disabilities.

Develop and update resources that address stigma and systemic barriers faced by individuals with mental ill-health, advocating for client choice, control, and dignity of risk within the relevant regulatory frameworks.

Maintain up-to-date knowledge of the NDIS service system, operational guidelines, and pricing arrangements to ensure compliant and effective service delivery.

Other Duties

Willingness to travel nationally when required.

Conduct other duties as directed.

Your Key Competencies

Candidates must demonstrate the following competencies:

Industry: Demonstrated industry knowledge of the NDIS and mental health sectors.

Technical: Knowledge of best practice mental health recovery practices. Strong computer skills. Highly proficient in producing high-quality documents.

Interpersonal: Excellent verbal and written communication skills. Strong and well-developed collaboration skills. Ability to manage sensitive information professionally.

Values: Share Avenues Australia’s purpose and The Avenues Way.

Leadership: Proven ability to motivate, mentor, and manage teams, providing constructive feedback and fostering a collaborative culture.

Organisational: Ability to handle competing tasks and responsibilities concurrently. Strong planning and prioritisation skills. Demonstrated attention to detail and ability to remain calm under pressure.

Qualifications

Bachelor’s degree in Psychology, Mental Health, Social Work, Counselling or a related allied health field, with 7+ years of experience in mental health services, including 3+ years in a supervisory role.

OR Master’s degree in a relevant field with 5+ years of experience, OR Diploma in Mental health or Counselling with 10+ years of experience in similar service delivery environment and team supervision.

Current First Aid and CPR credentials.

Current Working with Children Check.

NDIS Worker Screening Check.

Current Driver’s License and ability to travel as required.

Benefits

Flexible hybrid working arrangements policy.

Ability to take paid leave in advance.

17.5% leave loading.

Salary Packaging.

Free, independent and confidential access for you and your family to our Employee Assistance Program.

To apply, submit a resume and cover letter or video via our website or the link below. If you have further questions regarding the role contact 1300 208 594 or [email protected]. Applications close on the 24th of June 2025.