THE ROLE
Reporting to the Program Director, the Director, Case Management carries a dual mandate: Product Manager for the Case Management product stream and director of delivery operations across that stream within the Communities and Families Transformation Program (CFTP). This duality is deliberate and essential - the Director, Case Management is simultaneously accountable for what gets built and how it gets built across the program's largest and most complex product. Case Management is the centrepiece of CFTP, serving over 10,000 practitioners across nine program areas in DFFH and DJCS, as well as CSOs and ACCOs, with additional program areas activated progressively through the program's tranches, each carrying its own legislation, practice framework, user population, and relationship with the communities it serves. The Director, Case Management chairs the PM/PO forum, owns the Platform Contract, holds line management accountability for a delivery stream that grows to approximately 60 to 70 staff by Year 3, and operates as the first escalation point for all Case Management delivery issues across the program. The role works in close partnership with the Executive Director, Service Transformation, Children, Families and Safeguarding division (the Executive Director) whose service design and practice reform responsibilities directly shape the case management product: the Director, Case Management must translate the Executive Director's practice intent into product decisions, and ensure the co-design and build programme remains anchored to the service delivery model the Executive Director is accountable for establishing.
The Director, Case Management is not a coordination role or a shadow to the Program Director - it carries direct accountability for a major delivery stream within a $126 million program, real authority over product direction for a system that will shape how statutory services are delivered to Victoria's most vulnerable communities, and the product management and people leadership challenge of scaling a high-performing delivery team from inception to full operating capacity. The right person will be equally at home in a sprint review and a governance forum: someone who maintains product vision under delivery pressure, builds genuine psychological safety within a large and growing team, and can engage credibly with practice leaders, business owners, and the Chief Architect on decisions that will define the enduring capability of Victoria's human services system.
ACCOUNTABILITIES INCLUDE
- Own and maintain the Case Management product vision, ensuring every design and build decision is evaluated against whether it makes service delivery more efficient, more effective, and promotes better outcomes for clients while maintaining compliance - holding the standard of a practice environment, not a system of record, across all program area implementations and under schedule and stakeholder pressure.
- Chair the Product Manager / Product Owner (PM/PO) forum, bringing together all active Case Management Product Owners (POs) to align design decisions, resolve Platform Contract boundary questions, share learnings across program area implementations, and manage staging decisions in conjunction with the Program Director.
- Hold formal line management accountability for Case Management Product Owners, including performance management, professional development, workload management, and the protection of PO authority within their program area, managing a stream that will grow to approximately 60 to 70 staff across all active Case Management program areas by Year 3.
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HOW TO APPLY
Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.
For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)
Please apply to submit your interest in this position.
