About Carers Victoria

Carers Victoria is the peak body representing unpaid carers across the state. We advocate for better recognition, support and inclusion of carers, and provide vital services that make a meaningful difference in carers’ lives.

About the role

Carers Victoria is seeking an experienced and dynamic Practice Leader to lead the day-to-day operations of our Carer Advisory & Response Team – a phone-based, frontline service providing timely, person centred and trauma informed support to carers across Victoria.

This is a key leadership role focused on operational excellence, team performance, and service quality within a busy, phone-based support environment. The Practice Leader – Carer Advisory and Response Team Operations is responsible for leading a multi-disciplinary team of Carer Support Advisors (CSAs) and administrative staff to delivery brief, high-quality interventions via inbound and outbound phone services.

You will lead daily operations, ensuring services are responsive, efficient, consistent, and aligned to our practice model, SOPs and compliance requirements. You’ll also build team capability and embed a culture of continuous improvement and compassionate, inclusive service.

What you’ll be doing

• Lead and manage daily operations of a high-volume, phone-based support service, including rostering, queue management and demand forecasting
• Monitor service responsiveness and quality using CRM and telephony data to drive continuous improvement
• Provide coaching, supervision, professional development to team members in line with our practice model including trauma-informed and culturally safe practice
• Support the team to manage risk appropriately and deliver high-quality, compliant services interactions
• Drive a positive and adaptable team culture that embraces change and continuous service transformation
• Oversee documentation standards and external service reporting.

Skills & experience
To be successful in this role, you’ll bring:

• Strong operational leadership experience in a phone-based, contact centre environment
• Proven ability to manage team performance, coach staff, and drive service excellence
• Operational expertise in workforce rostering, queue management and service monitoring
• Sound understanding of risk assessment and the principles of trauma-informed, person-centred support
• Commitment to inclusive and culturally responsive practice, including LGBTQIA+, Aboriginal and Torres Strait Islander, and CALD communities
• Excellent communication, problem solving, and organisational skills.

Why work with us

• Be part of a mission led organisation making a tangible impact for unpaid carers across Victoria
• Strong organisational values and commitment to staff wellbeing
• Professional development and opportunities for growth
• Help shape an essential service supporting unpaid carers across Victoria
• Full time ongoing role with excellent hybrid working model (office and remote)
• SCHADS Award Level 5 – Salary range of $105,814 - $110,607 gross, plus superannuation (not-for-profit salary packaging available)

Want to apply?

If you have the skills and motivation to join our team, please submit your application via the ‘apply’ button. Please ensure you include a cover letter explaining why you are the best fit for Carers Victoria and this role. We encourage applicants to apply promptly, as applications will be reviewed and interviews offered on an ongoing basis.

Please review the Position Description at https://www.carersvictoria.org.au/about-us/working-with-us/ prior to application.

Please note: shortlisted applicants will be required to undergo pre-employment checks, including but not limited to a national police check, Working with Children Check, and reference checks.

Further information

If you have specific questions about this role, please email [email protected] using the subject line: Job Enquiry – Practice Leader - Carer Advisory & Response Team Operations.

Carers Victoria is an equal opportunity employer and encourages applications from people of culturally and linguistically diverse backgrounds, Aboriginal and Torres Strait Islander peoples, members of the LGBTIQA+ communities, carers, and people with disabilities.

Carers Victoria is committed to maintaining a diverse workforce that reflects the diverse needs of the people we support. We draw pride and strength from our diversity and actively foster an inclusive workplace that celebrates the contribution made by all our people. Carers Victoria is also committed to protecting the best interests and safety of children and vulnerable individuals.