“The Program / Service Manager is a pivotal position, ensuring community support programs operate efficiently and deliver positive social impact. This article will help you understand what a Program / Service Manager is, their main responsibilities, required qualifications, career progression, recruitment trends, and expert tips for building a successful career in the sector.”
1. What is a Program / Service Manager?
In Australia’s Community Services and Social Work sector, a Program / Service Manager is responsible for managing, coordinating, and overseeing programs, services, or projects that support the community. They typically manage areas such as: aged care, disability support (NDIS), family violence prevention, youth services, or community development projects.
This is a mid-to-senior management role, serving as a bridge between senior leadership (Director/CEO) and frontline staff.
Key Responsibilities of a Program / Service Manager
Those in this role are in charge of:
- Program/Service Management: Designing, implementing, and evaluating program effectiveness.
- Human Resource Management: Recruiting, training, and supervising staff and volunteers.
- Budget Management: Allocating resources, monitoring expenses, and preparing reports for government bodies and funding agencies.
- Quality & Compliance: Ensuring adherence to standards such as Aged Care Quality Standards or NDIS Practice Standards.
- Partnerships: Collaborating with government, non-profits, businesses, and the community.
- Strategic Development: Improving services, expanding programs, and optimising social impact.
Role within the Organisation
- Leader: Guides teams and ensures goals are met.
- Decision-Maker: Accountable for service quality and community satisfaction.
- Connector: Bridges stakeholders, including government, funders, and community beneficiaries.
- Organisational Developer: Shapes long-term strategy and enhances social impact and reputation.
2. Requirements to Apply
To take on a Program / Service Manager role, candidates generally need:
Minimum:
Bachelor’s degree in Social Work, Community Services, Human Resource Management, Business Administration, or a related field.
Preferred:
Master’s degree (e.g., Master of Social Work, Master of Community Services, Master of Management) for larger organisations or complex programs.
Experience:
At least 3–5 years in project/community service management, including staff supervision experience.
Essential Skills:
- Leadership and team management.
- Knowledge of community services legislation and regulations.
- Data analysis, program planning, and evaluation skills.
- Communication, negotiation, and partnership-building abilities.
3. Career Progression
From a Program / Service Manager position, you can progress to higher-level roles such as:
- Regional / Area Manager
- Director of Community Services
- General Manager
- CEO of a non-profit or social enterprise
Intermediate steps may follow: Coordinator → Team Leader → Program Manager → Senior Manager → Director.
Advancing qualifications (e.g., MBA or Master of Social Work) combined with leadership skills and multi-sector experience can accelerate career growth.
4. Recruitment Trends in Australia
- According to SEEK, the average salary for this role ranges from AUD 120,000 to 140,000 per year.
- CareerFAQs reports that approximately 4,300 new Community Services Manager positions are added annually in Australia, reflecting stable long-term demand.
- Labour market reports indicate the community services sector remains high-demand, particularly in aged care and NDIS services.
This suggests that while the general job market may be competitive, opportunities for management roles in community services remain strong.
Tips for Career Advancement
- Develop leadership & project management skills: Consider courses such as PRINCE2, PMP, or Diploma of Leadership and Management.
- Further education: Explore a Master’s in Management, Social Work, or an MBA.
- Join professional networks: Such as ACWA (Australian Community Workers Association), AASW (Australian Association of Social Workers), or local community service boards.
- Networking & Mentorship: Connect with senior managers, attend industry conferences, and find mentors to guide your development.
- Diversify experience: Gain exposure in multiple areas (aged care, youth work, disability services) to broaden your skill set and increase marketability.
A Program / Service Manager in Australia carries significant responsibility, requiring strong expertise, management experience, and leadership ability. This role not only offers a stable income but also provides the opportunity to make a positive social impact. With promising recruitment trends and clear career progression pathways, it’s an attractive choice for those aiming to develop a career in community services and social work in Australia.
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