Participant Services Manager - Aged Care

• Join the world’s largest humanitarian movement and support people to maintain social connectedness and independence
• Full time, 12-month backfill role
• Flexible location + hybrid working

We offer flexible, hybrid work arrangements designed to support balance and collaboration. This role requires the ability to attend an Australian Red Cross office two days per week (your choice of days) – offering a chance to connect and build strong working relationships. For the remaining three days, you’re free to choose where you work.

About Red Cross

Australian Red Cross is part of the world’s largest humanitarian movement. We support and empower people and communities in times of vulnerability. We act for humanity.

About the Role

The Participant Services Manager leads our intake, administration and casework teams to deliver a smooth, person-centred participant journey from first contact through ongoing support to exit.

This role oversees daily operations, aligns workflows, and supports teams to work in a coordinated, responsive way. It is responsible for building team capability, setting clear expectations and fostering a culture of quality, accountability and care.

A key focus is upholding and strengthening quality standards across all participant touchpoints, ensuring services are consistent, compliant and grounded in strengths-based practice. The role also monitors demand, improves systems and processes, and drives continuous improvement initiatives.

Maintaining strong relationships with external stakeholders, including aged care providers and partners, is an important aspect of the position. As an associated provider, the Participant Services Manager helps ensure the organisation is trusted, responsive and easy to work with.

About You

You’re a values-driven leader with a strong background in participant care, ideally in social work or a related field. With a strong understanding of good practice, you know how to embed it consistently across teams.

Experience leading participant-facing services has equipped you to guide intake, administration and casework functions to deliver high-quality, consistent support. Building capability, coaching for quality and keeping participant experience at the centre of decision-making come naturally.

Just as comfortable with operations as you are with participant care, you use data, feedback and practice insight to improve outcomes and strengthen service delivery. Rather than simply maintaining standards, you actively drive quality improvement and promote best practice.

Strong relationship-building skills enable you to work effectively with external providers and partners, supporting coordinated, participant-focused care and fostering trusted partnerships.

Skills and Experience

• Background in social work, community services or similar, or equivalent participant care experience
• Experience leading multidisciplinary, client-facing teams
• Strong understanding of person-centred and strengths-based practice
• Experience upholding and improving quality standards and participant outcomes
• Knowledge of aged and community care frameworks, standards and compliance
• Ability to translate practice into clear processes and team expectations
• Strong communication and stakeholder engagement skills
• Experience working with diverse communities including First Nations, CALD and LGBTIQ+ participants

Benefits that act for you, while you act for humanity

Work flexibility: Australian Red Cross offers flexible & hybrid working designed to balance flexibility with purposeful in-office collaboration; strengthen team culture, build trust, and drive engagement.

Financial wellbeing: In addition to your salary, you can take advantage of salary packaging that could provide you with a great way to reduce the amount of tax you pay - and get more from your salary. You can salary package up to $15,900 for living expenses (such as rent, groceries, utility bills); up to $2,650 for holiday accommodation and meals when dining out; Novated car leases; superannuation and purchase additional annual leave.

Life, Health & Wellbeing: You can access a paid ‘Me’ day just for you and a wide range of other paid leave options. You can also tap into specialist health and wellbeing advice via our Employee Assistance Program (EAP) provider, Converge International.

Career development: Access to ongoing learning, training, and development.

Further information

This role is covered by the Social, Community, Home Care and Disability Services Award - Level 6. Competitive salary + superannuation + salary packaging options.

To find out more about this opportunity or to obtain a copy of the Position Description, please email Peta Page [email protected]

Applications must be submitted online prior to 11.55pm AEST on Tuesday, 7 July 2026 to be considered for this role.