Coordinator - Entry Points & Operations

This is a permanent full-time role, initially based at Southbank. The role will primarily support our St Kilda Entry Point service and will transition to a new location once suitable premises have been secured.

As part of our commitment to increasing Aboriginal and Torres Strait Islander employment, Aboriginal and/or Torres Strait Islander candidates will be given priority consideration. All other candidates are welcome to apply. This approach is a special measure under section 12 of the Equal Opportunity Act 2010 (Vic), designed to promote substantive equality. 

About the opportunity

The Coordinator - Entry Point & Operations is a leadership role within Launch Housing’s Homelessness Outcomes Portfolio. Reporting to the Service Manager - Initial Support, this role contributes to Launch Housing’s aim of ending homelessness. The Coordinator - Entry Point & Operations is a leadership position based at Launch Housing’s Inner South Entry Point, which provides high-quality Initial Assessment and Planning (IAP) services to people experiencing or at risk of homelessness. The role involves close collaboration with other Launch Housing client service programs, external agencies, and housing providers.
The experience of entering the homelessness system manifests differently for every person. It is the role of the Initial Support Services to respond with empathy, skill, and understanding - respecting the dignity of each person and ensuring they feel supported during a traumatic and highly stressful time. The Coordinator - Entry Point & Operations is responsible for supporting the delivery and daily operations of the Initial Assessment and Planning services. The Coordinator will embed a culture of continuous improvement within their team - one that is adaptable, responsive to changing client needs and service systems, and committed to best practice.
The team reporting to the Coordinator - Entry Point & Operations is currently operating remotely. We are working to establish a new site and the role may include site-related responsibilities in the future. This includes maintaining a physical Entry Point site and ensuring the delivery of the department-funded service offer. With the support of the Team Leader the position is accountable for resourcing across all Launch Housing Entry Point sites and the IAP response to families. The Coordinator will work with other Entry Point Coordinators to ensure appropriate recruitment of casual staff and will collaborate with the Accommodation Options for Families (AOF) team to coordinate service responses and outcomes for families.

What you'll be doing

• Provide strong, values-based leadership, supervision and support to staff, fostering a positive, high-performing and safe team environment.

• Lead the delivery of consistent, high-quality Initial Assessment and Planning (IAP) services, including tailored support for families experiencing homelessness.

• Oversee daily service operations, adapting to changing client needs, staffing pressures and service demands while maintaining safe and effective service delivery.

• Support staff development through effective onboarding, regular supervision, performance management and ongoing coaching.

• Ensure service delivery aligns with Launch Housing's Practice Framework, policies, procedures, legislative requirements and funding obligations.

• Build and maintain strong relationships with internal teams, external service providers and sector partners to improve client outcomes.

• Oversee program budgets, expenditure, operational procedures and reporting requirements to support effective program management.

• Drive continuous improvement and innovation by identifying emerging client needs, strengthening service practices and incorporating feedback from staff, clients and stakeholders.

• Respond to critical incidents, prioritising the physical and psychological safety of clients and staff, and participate in the on-call roster.

What we're looking for (key selection criteria)

• Have a relevant tertiary qualification (desirable).

• Demonstrated experience in client facing human services, social work or other relevant discipline, with a preference for an understanding of housing and homelessness policy, context and systems.

• Experience supporting staff who work with people with complex needs whilst striving for consistency in performance and behaviour.

• Demonstrated experience in the provision of high-quality initial assessment, planning and prioritization programs.

• Demonstrated leadership skills and previous experience managing staff.

• High degree of initiative and analytical skills, including well-developed organisational and time-management skills.

• Understanding of, or a demonstrated commitment to upholding, Child Safe Standards in the workplace.

• Strong communication and interpersonal skills, with the ability to engage effectively with people from diverse backgrounds.

• Demonstrated commitment to the values of Launch Housing and our mission to end homelessness.