Job Description

Associate Director, Service Excellence Unit

Full Time, Fixed Term (3 Years) Based in Cairns

Salary: Commensurate with experience and qualifications

Wuchopperen Health Service
‘A culturally dynamic community where everyone thrives in health and
wellbeing’.

Wuchopperen is a Community Controlled Aboriginal Health Organisation providing holistic
health care services to the Aboriginal and Torres Strait Islander people of
Cairns.

Benefits of working with Wuchopperen:

We provide a positive work culture and adiverse and inclusive environment. Our people matter to us, and we are committed to supporting them:

• Competitive Salary + 12% Super + Salary
  Sacrifice (up to $15,899 for tax free benefits and $2,650 p/a for entertainmentbenefits).
• 5 weeks annual leave and 15 dayspersonal leave pro rata.
• Commitment to professional development.
• EAP for employees and family members.

About the role:

The Associate Director, Service Excellence Unit (SEU) is responsible for establishing and leading a contemporary Service Excellence Unit that ensures consistent, safe, culturally responsive, and high-quality care across the organisation.

The SEU acts as the central hub for clinical standards, service governance, continuous quality improvement and assists in ensuring the organisation is in a constant state of accreditation readiness. The role balances compliance and assurance with improvement and innovation, embedding a culture of safety, accountability, equity, and excellence.

The Associate Director partners closely with operational leaders across Primary Health Care (PHC) and Child, Youth & Family Services (CYFS) to translate standards into practice and positive outcomes for clients, families, and the community.

The Associate Director supervises the Clinical Governance Lead and the Manager Quality Compliance and Risk.

Key responsibilities:

• Develop and implement the Service Excellence Strategy aligned to the organisational Strategic Framework 2025 – 2030.
• Provide expert advice to the Executive Lead - Business Development and the Executive Leadership Committee (ELC) on clinical governance matters.
• Oversee clinical governance frameworks ensuring alignment with best practice standards including all accreditation standards and relevant regulatory requirements.
• Maintain up-to-date knowledge of legislation, funding and other key changes affecting portfolio areas and the organisation and implement required adjustments in consultation with the Executive Lead Business Development.
• Ensure robust service governance frameworks addressing customer experience, cultural safety, equity, and operational effectiveness.
• Oversee the maintenance of policies and procedures supporting safe clinical practice, risk management, incident reporting, complaints management and regulatory compliance.
• Ensure that the organisation remains accreditation ready, including but not limited to RACGP, ISO, HSQF, NQSMH, by monitoring key quality and safety indicators including clinical outcomes, incidents, compliance metrics, and client satisfaction.
• Ensure integration of clinical and service data to support holistic insights and decision-making.
• Develop and maintain working relationships with internal and external service providers to ensure standards translate into practice.
• Ensure continuous improvement mechanisms exist for meaningful consumer, community, and workforce feedback; are in place and are consistent with NES and accreditation requirements.
• Provide direct leadership to a multidisciplinary team, including setting performance expectations, mentoring, and coaching and leading the Service Excellence Unit.
• Gather and record statistical data relevant to measuring performance against agreed indicators and participate in review and evaluation activities.
• Participate in organisational and community activities to advance the health and wellbeing of Aboriginal and Torres Strait Islander people.
• Work within Wuchopperen’s Policies and Procedures including the Staff Code of Conduct and the Work Health and Safety requirements and contribute to continuous improvement processes to ensure compliance with relevant standards and safe, effective service delivery.
• Other duties as required, within your skills, experience and capacity.

Core Capabilities:

Assessment of merit for this role will be based on the knowledge, skills and experience, potential for development and personal qualities. The competencies listed below are considered to the most critical for success in this role.

For applicants to be successful in this role, they should demonstrate:

1. Demonstrated knowledge, skills, and experience in a similar senior leadership role, including advanced knowledge of clinical safety systems, accreditation standards, and regulatory frameworks.
2. Knowledge and understanding of Aboriginal and Torres Strait Islander societies and cultures from an historical and contemporary perspective, including the ability to communicate effectively and sensitively with Aboriginal and Torres Strait Islander people.
3. Strong analytical capability with experience interpreting and reporting complex data that supports excellence in service and practice.
4. Extensively developed interpersonal and communication skills including the ability to liaise with a range of stakeholders as well as effectively advocate for Aboriginal and Torres Strait Islander people.
5. Demonstrated ability to work independently and in a multi-disciplinary team environment, prioritise and meet deadlines, deal with matters of a sensitive and confidential nature.
6. Demonstrated ability to meet and work within the core values and behaviours of Wuchopperen.

Qualifications and experience:

A relevant tertiary qualification in health, quality, governance, public health, or related discipline is strongly desired.

Requirements:

• It is a condition of employment in this role for the employee to be, and remain, vaccinated against measles, mumps, rubella, varicella (chicken pox), pertussis (whooping cough), and hepatitis B.
• It is recommended for the employee to be vaccinated against COVID-19.
• Proof of qualifications and current registration is required to be provided prior to the commencement of duty.
• It is a condition of employment that all employees are holders of a current and valid ‘blue card’ or Working with Children Check. This is at your cost. Employment cannot continue or commence if you do not have a ‘blue card’ or if your ‘blue card’ is withdrawn or is disqualified.
• For the Culturally Appropriate Foster and Kinship Care Service (CAFAKCS) it is a condition of employment for the following staff to undergo a Child Safety and Personal History Screening Check conducted by the Department of Child Safety, Seniors, and Disability Services. There is no fee for this check. Employment cannot commence or continue for where your application is not approved or is withdrawn.

o Chief Executive Officer

o Deputy Chief Executive Officer

o Board of Directors

o Executives, Executive Officer, and Executive Assistant

o Director Child, Youth and Family Services, as Nominee

o Director, Service Excellent Unit

o Manager, Child Wellbeing

o Manager, Children and Family Services

o Manager, Youth and Family Services

o Coordinator, Child Wellbeing Services

o Coordinator, CAFAKCS

o CAFAKCS Team Members

o Information Technology Team Members

o Quality, Compliance and Risk Team Members

• Possession of a current CPR certificate or commitment to obtain within the first six weeks of employment is essential.
• Possession of a current Queensland “CA” class driver’s licence is essential.
• Commitment to work within the principles of Aboriginal and Torres Strait Islander community control including a willingness to develop the leadership of Aboriginal and Torres Strait Islander staff.
• All employees are responsible for the safety of themselves, students, visitors, volunteers and fellow staff members. Employees must report any hazards or incidents, co-operate in emergency drills, undertake Workplace H&S training as required, and lodge risk assessments for all external and internal risk activities.
• Ability to use Microsoft products and the ability to use or willingness to gain proficiency in the client information management systems.
• Successful applicant to consent to a broader Criminal history check
• Undergo and Child Safety and Personal History Screening Check

Applicants who do not address these requirements, will not be considered for shortlisting.

Note: Revised legislation requires applicants to hold a blue card prior to commencement. Refer to Qld Government’s Blue Card Services website for more information.

To be eligible for interview, applicants must submit a cover letter (no more than two pages), addressing the Core Capabilities and an up-to-date Resume including two referees and complete the screening questions provided from Employment Hero.

For more information contact Ben Jesser, A/ Chief Operating Officer on (07) 4080 1150

Wuchopperen is a Child Safe Organisation and the safety and wellbeing of children is of utmost importance.

Closing date for applications: 5pm on Monday 20 April 2026