Practice Support Manager – Financial Counsellor

Remote Role

Full-Time or Part-Time (32hrs)

Lead with purpose. Empower practice. Strengthen community.

The Indigenous Consumer Assistance Network Ltd (ICAN) is seeking a passionate and experienced financial counsellor with extensive proven management experience to step into a key leadership and practice development role. As Practice Support Manager, you will support a skilled regional team delivering financial counselling and capability services in Cairns, Townsville, Atherton, and across remote Indigenous communities throughout Queensland.

About ICAN

ICAN is a not-for-profit organisation based in Cairns, dedicated to “Empowering Indigenous Consumers”. We provide consumer education, systemic advocacy, and frontline financial counselling and financial capability support.

About the Role

This remote leadership role is central to ICAN’s service model. You will mentor and supervise Practice and Team Leads, help guide ethical and effective casework across a dispersed team, and lead quality improvement initiatives.

The Practice Support Manager bridges the space between intake, casework, systemic advocacy and community outcomes—ensuring both technical excellence and team wellbeing remain at the heart of our work.

Key Responsibilities

Assist in developing the role of Practice / Team leads to enable them to provide professional leadership, mentoring and line management supervision to financial counsellors and capability workers

Oversee case flow allocation and monitor file quality across the Financial Wellbeing team

Facilitate structured individual and group debriefs and team planning sessions

Support the application of ethical frameworks and governance policies in casework

Uphold the National Standards for Membership and Accreditation and the Financial Counselling Australia Code of Ethical Practice.

Collaborate with internal teams to identify systems advocacy issues and work with the Manager- advocacy & campaigns to gather strategic information

Promote cultural integrity and trauma-informed practices at all times

Travel to regional or remote sites occasionally to support outreach and relationship building

Who You Are – Selection Criteria

To be considered for this position, applicants must clearly address the following selection criteria in their application:

Qualifications and Professional Standing

Diploma of Financial Counselling (essential)

Current accredited membership with a relevant financial counselling peak body.

Experience and Knowledge

Minimum 5 years’ experience as a financial counsellor

Proven successful management experience

Proven leadership or mentoring experience within financial counselling or capability teams

Demonstrated understanding of Aboriginal and Torres Strait Islander cultures and the impacts of colonisation, poverty and intergenerational trauma

Awareness of ICAN’s role within the broader financial counselling and consumer rights landscape

Practice Supervision and Ethics

Ability to provide practice support and secondary consultation to the practice leads

Demonstrated ability to uphold the National Standards for Membership and Accreditation and the Financial Counselling Australia Code of Ethical Practice Experience supporting others to critically review casework files and improve practice outcomes

Communication and Leadership Style

High emotional intelligence and an approach grounded in fairness, equity and positive regard.

Strong written and verbal communication skills

Proven ability to provide constructive feedback, lead collaborative meetings and resolve conflict respectfully

Capacity to lead a remote team, maintain strong virtual connections, and travel occasionally to regional and remote sites

Governance and Systems Literacy

Proficiency in Microsoft Office and casework data systems

Understanding of WHS obligations and organisational governance in a not-for-profit setting

Experience using structured frameworks, policies, and templates to support and lead a team of emerging experts

Cultural Safety and Remote Teamwork

Commitment to culturally safe and integrated practice

Demonstrated understanding of trauma-informed leadership

Commitment to ongoing development of the understanding of First Nations culture in the context of financial counselling and capability practice

What We Offer

5 weeks of annual leave

Remote-first and flexible work arrangements, with a supportive and connected virtual team culture

Early finish Fridays, with full-time staff paid for 38 hours while working a 36.25-hour week

Structured professional development, including paid study leave, regular debriefing, and leadership mentoring

A culturally safe environment, with a strong commitment to reciprocity, truth-telling, and Aboriginal and Torres Strait Islander self-determination

Opportunities for meaningful impact, working with regional teams and contributing to financial justice for First Nations communities across Queensland

How to Apply

Please submit the following:

A cover letter addressing the selection criteria

Your resume, including two professional referees

Applications can be sent through Seek.

Closing date: COB Friday 1st August 2025