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Quality and Operations Manager

at Amaze (Autism Victoria)
Location Melbourne, Australia
Date Posted April 16, 2020
Category Other
Job Type Full-time
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Salary $95,000 + Super + Salary Packaging


Quality and Operations Manager Amaze (Autism Victoria) location Melbourne. Salary up to $95,000 + Super + Salary Packaging.

Unique leadership opportunity to advise and grow a team of Autism Advisors. Make a significant impact to autistic people and their families across Australia. Key role of influence to the delivery of Amaze's information services. Amaze is the peak body for autistic people and their families and carers, with a simple but bold 25-year social impact aspiration a society that respects the dignity of every autistic person and offers them real opportunities to participate and contribute.

We are seeking an experienced professional to join Amaze as the Manager, Quality and Operations.  In this role, you will lead our Autistic Advisors team and drive the optimal delivery of our service to ensure Community understanding of autism in Australia increases over time and Opportunities for meaningful participation and a valued contribution increase for autistic people. You will guide your team towards the most efficient and effective service delivery, using best practices as well as evidence and the measurement of outcomes to optimise.

Momentum for improving the quality of life for autistic people has never been higher: 85% of Australians have personal contact with an autistic person autism is the highest diagnostic group within the NDIS; and a 2017 Victorian Parliamentary Inquiry sparked a government commitment to a 5-year Victorian autism plan, now in development.

Amaze is proud to have been awarded the opportunity to grow from a state-based service in Victoria, to a nationwide service.  This change and growth is due to occur imminently, with many changes expected over 2020.  As such, this is an incredibly exciting time and interesting opportunity to join the organization and make a significant impact and the reach of Amaze’s services grows.

As Manager, Quality and Operations, your primary responsibilities and deliverables include drive and develop the Advisor team to effectively deliver best in practice helpline resources; Promote and engage Advisors to meaningfully connect with the Amaze Strategic Plan.

Provide guidance and supervision of the Advisor service to deliver high quality, independent and evidence based information, support and referrals to the Australian autism community and stakeholders.  You will consistently monitor and evaluate the quality of the service through a variety of metrics and feedback.

Through strong leadership and building efficient strategies, enable the Advisor team to provide a high quality service, empowering them to fully deliver in their roles; Build and delivery annual training opportunities, identify gaps in knowledge and skills in order deliver training to close those gaps.

Consistently identify and address opportunities for continuous improvement of the service, including the use of metrics and analysis to inform rostering, training and development for the Advisor team that ensures efficient performance and delivery of high quality, independent and evidence based information, support and referrals to the Australian autism community and stakeholders.

Key selection criteria includes tertiary health, disability or community care related qualifications and/or relevant work experience. 2+ years’ experience managing staff in a Helpline or Information Line is highly preferred. Demonstrated experience in management and leadership of staff, along with working in a socially and culturally inclusive work place.

Demonstrated experience in use of multiple technologies, especially telephony and customer relationship management system. Experience in a Not-For-Profit environment would be highly regarded. Knowledge of autism and the National Disability Insurance Scheme is desirable.

Amaze is committed to improving employment opportunities for autistic people. We do this through advocating to the broader community and employing autistic people at Amaze.