Director, Quality & Practice Excellence

Role Overview

Safe Steps Family Violence Response Centre is seeking a highly experienced Director of Quality & Practice Excellence. This senior leadership position reports directly to the CEO and offers the opportunity to work full-time or at 0.8 FTE. The successful candidate will spearhead the development of a robust quality assurance and continuous improvement framework, ensuring services are delivered safely, promptly, and sensitively with adherence to MARAM, feminist intersectionality, and trauma- and violence-informed principles.

Key Responsibilities

• Design and execute a comprehensive quality assurance system to continuously evaluate and elevate service delivery standards.
• Drive organizational performance improvement through strategic data analysis, reporting, and implementing feedback mechanisms.
• Collaborate with senior leadership to determine and track KPIs aligned with organizational objectives.
• Lead staff training and development initiatives aimed at embedding a continuous improvement culture.
• Manage evaluation and audit procedures to ensure full compliance with regulatory and best practice requirements.
• Build and maintain partnerships with government agencies and community organizations to support collaborative quality improvement efforts.
• Produce detailed quality performance reports for the board, emphasizing key metrics, improvement areas, and action plans.
• Champion client feedback systems to integrate service user perspectives into program enhancements.

Experience & Skills

• Minimum 7 years of experience in quality assurance or performance management, preferably within the social services sector.
• Proven leadership in managing teams and driving successful quality improvement initiatives with measurable impact.
• Expertise in quality assurance frameworks and performance measurement techniques.
• Strong analytical abilities with capacity to interpret complex data to inform decision-making.
• Exceptional communication skills, including verbal and written, adaptable to diverse audiences.
• Project management proficiency and ability to foster organizational continuous improvement.
• Close attention to detail and a strong commitment to maintaining high standards.
• Experience managing stakeholder relationships across government, non-profits, and community groups.
• Background in developing staff training programs targeting quality and performance enhancement.
• Skilled in using data analytics tools to bolster organizational effectiveness.
• Track record of managing cross-functional teams while maintaining strategic alignment.

Why Join Us?

• Executive-level leadership role in a prominent statewide organization addressing family violence.
• Flexible employment options ranging from 0.8 to full-time positions.
• Access to salary packaging benefits.
• Opportunity to influence sector-leading practices and contribute to system reform.
• Engage with a values-led employer dedicated to safety, equity, and inclusion.
• Participation in Victoria's sole 24/7 statewide family violence response center.
• Contribute to a strong culture focused on safety, compliance, and continuous quality improvement.

Additional Information

Applications must include both a cover letter and résumé to be considered. Safe Steps promotes inclusivity and strongly encourages applications from Aboriginal and Torres Strait Islanders, people with disabilities, individuals of diverse cultural, linguistic and religious backgrounds, various age groups, LGBTQIA+ people, and those bringing a broad range of experiences.