Manager- Service Access & Helpline Program

Parramatta or Valley Heights office location (1 position)

Full-time | Permanent

Attractive remuneration package

Excellent benefits, genuine culture and flexible work options

Lead high-impact advocacy services and shape how people access support.

About the role

We’re looking for a confident and capable senior leader to join our team as Manager – Service Access & Helpline Program.

This rare opportunity offers strategic leadership of two fast-paced, high-volume advocacy services: a centralised intake team supporting people across NSW, and a national telephone-based service providing short-term advocacy to people with disability across Australia.

You’ll oversee experienced managers and play a key role in ensuring clients experience our service as timely, fair and easy to navigate. If you thrive in operational leadership, know what it takes to make access and equity work in practice, and bring a calm, collaborative approach to leading others, we’d love to hear from you.

Who we are

Disability Advocacy NSW (DA) is a program of Advocacy Law Alliance (ALA), a leading provider of social and legal advocacy. We work alongside people with disability who have experienced discrimination or unfair treatment, helping them understand their rights, sort out issues, and be fully included in the community.

Our multi-disciplinary team includes social workers, community workers, lawyers and other professionals who share a strong commitment to fairness and justice. We provide advocacy services across NSW, and also operate a national telephone-based advocacy program supporting people across Australia.

With teams based across the state, including in regional, rural and remote communities, we’re proud to deliver consistent, person-centred advocacy where it’s needed most. We are values-driven, client-focused, and grounded in rights-based practice, and we take real pride in the impact of our work every day.

What you will do

The Manager – Service Access & Helpline Program is a senior leadership role within DA, responsible for the performance, consistency and continuous improvement of two distinct but values-aligned service functions:

the Client Engagement Hub, which provides centralised intake for all DA locally based services across NSW, and

the Disability Advocacy Support Helpline (The Helpline), a national telephone-based advocacy service supporting people across Australia.

This role oversees the Client Engagement Manager, who leads the service access function for NSW regional advocacy teams, and Team Managers who lead The Helpline advocacy teams. While these programs operate independently and fulfil different roles within the broader advocacy system, they share a strong commitment to timely access, responsiveness, and high-quality advocacy.

The Manager – Service Access & Helpline Program provides clear and coordinated leadership across both areas, ensuring each operates effectively, maintains high standards, and upholds shared principles of access, responsiveness and rights-based practice within its distinct service context.

In addition to workforce and operational leadership across the two programs, the role contributes to strategic planning, system and process development, and workforce sustainability. It works closely with the Manager – Service Delivery to support a cohesive and timely client journey, ensuring strong coordination between DA’s service access function and its locally based advocacy teams.

You’ll need strong leadership skills, sound judgement, and a deep understanding of how to embed access, responsiveness and equity in service design, delivery and leadership. You’ll be expected to lead from the front, drive results through others, and bring clarity and capability to a highly visible part of our service.

Key focus areas

The role has key responsibilities across people leadership, service operations and advocacy practice. Focus areas include:

Lead and manage a high-performing team across DA’s intake function and the national Helpline program.

Ensure consistent, values-based intake and advocacy practices that align with DA’s frameworks and service principles.

Monitor and manage service flow across both programs, overseeing demand, capacity, caseloads and responsiveness.

Support leaders across both service areas to apply clear, consistent operational processes and resolve emerging service issues quickly and effectively.

Work closely with the Manager – Service Delivery to support seamless coordination between the service access and service delivery functions.

Use data and client insights to identify risks, strengthen practice, and drive service improvements.

Foster collaboration, innovation and shared accountability in fast-moving service environments.

What you will bring (selection criteria)

You’re a confident and capable leader who thrives in fast-paced service environments. You bring a calm, steady presence and are comfortable navigating complexity, leading change, and supporting others to do their best work. This is a leadership role with real scope to shape and influence how people experience advocacy. You’ll need curiosity, humility, a focus on impact, plus a willingness to roll up your sleeves when needed.

We’re looking for someone who can demonstrate:

Extensive leadership experience in human or disability services, including the ability to lead through others, set clear expectations, and develop high-performing, values-aligned teams

Strong operational and systems thinking, with experience managing service flow, aligning service design with client needs and outcomes, and driving results through people and processes

Proven ability to lead service access and intake models, including triage, eligibility, waitlist management, and responsive, person-centred client communication

Deep understanding of rights-based advocacy practice, including supported decision-making, trauma-informed approaches, and the systemic and structural barriers experienced by people with disability

Confidence using data and digital tools to monitor service performance, manage risk, track trends, and inform real-time decision-making

Experience leading fast-paced, high-volume services, such as contact centres, centralised intake teams or other demand-responsive programs, with a focus on quality, equity and impact

High digital literacy and adaptability, with a proven ability to lead and support teams in the confident, effective use of digital systems, including client platforms, service dashboards, contact tools, and internal systems for HR and performance

Strong judgement and decision-making skills, including the ability to manage sensitive client issues, workforce matters, and competing service priorities with clarity and confidence

Proven ability to lead teams through change and growth, using structured planning, clear communication and adaptive leadership to maintain quality and alignment through periods of complexity

Excellent communication and cross-functional collaboration skills, with a demonstrated ability to engage stakeholders, lead operational planning, and deliver meaningful service improvements that align with broader strategy

Proven track record of values-driven leadership, creating inclusive team cultures that balance care with accountability, foster trust, and drive continuous improvement

Tertiary qualifications in social work, community services, human services, management or a related field are required

Experience in disability, advocacy, or human rights-based practice is strongly preferred

Why work with us?

At ALA, we make sure you’ll be supported to do your best work in an environment you thrive in;

Be part of a growing team and evolving organisation

Extra paid leave over the Christmas period, in addition to four (4) weeks annual leave

Five (5) additional wellbeing leave days throughout the year

Flexible working options, including hybrid work arrangements

Salary packaging to boost take-home pay

Supportive, inclusive team culture

Commitment to professional development, with ongoing learning opportunities and support to grow in your role

This is a SCHADS-aligned Level 10 role, paid above the Award. The salary range is $168,426.65 - $176,434.15 including superannuation, depending on qualifications and experience.

How to apply

If you’re interested in this opportunity, please submit your application via SEEK, including:

A cover letter that includes:

A short paragraph (150 words or less) telling us what drew you to the role and why you want to work with us

A response to each of the selection criteria listed above

Your current resume

If you require any assistance with your application, please don’t hesitate to get in touch.

We strongly encourage applications from people with disability, and from Aboriginal and Torres Strait Islander or Culturally and Linguistically Diverse backgrounds.

Enquiries about the position can be directed to Charlotte Rider at [email protected]

Applications close Midnight Sunday 19 October 2025. We encourage you to apply as soon as possible, as we will start to conduct preliminary interviews immediately.