HEALTH SERVICE MANAGER
CANDIDATE INFORMATION PACK
SERCO
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Executive Summary
- Strategic Leadership in a High-Impact Environment
- Career-Defining Scope and Responsibility
- A Purpose-Driven Mission with National Significance
The Organisation
Serco is a global leader in public service delivery, renowned for its commitment to service excellence, innovation, and social impact. At the Clarence Correctional Centre in New South Wales—Australia’s largest correctional facility housing 1,300 inmates with capacity for 1700 —Serco operates a cutting-edge, rehabilitative environment that emphasizes safety, security, dignity, and rehabilitation. With 3 health centres, the facility delivers high-quality accredited health services to men and women within a complex institutional setting, requiring exemplary governance, clinical excellence, and strong leadership.
The Opportunity
The Health Services Manager will lead a multidisciplinary team of healthcare professionals—including doctors, nurses, allied health staff, and administrative support—within a correctional environment that demands both compassion and accountability. Reporting directly to the General Manager, with a dotted line to the Deputy Director of Health Services – Justice, the role holds strategic and operational responsibility for:
- Delivering evidence-based primary healthcare to a diverse inmate population
- Embedding and overseeing clinical and corporate governance frameworks to meet national health standards and correctional compliance
- Managing budgets, resources, and external service providers to ensure sustainable and cost-effective healthcare delivery
- Driving continuous improvement, quality assurance, and accreditation processes
- Overseeing recruitment, development, and performance of clinical and non-clinical staff
- Ensuring the integrity of patient records and clinical information systems
This role is ideal for a seasoned healthcare leader with a commitment to delivering inclusive and safe care within a secure facility, and an ability to navigate the unique challenges of institutional health service management.
The Candidate
The successful candidate is a senior healthcare executive with a track record of leading complex, multidisciplinary health teams in high-stakes environments. With a Bachelor’s degree in Nursing or Paramedicine, and ideally postgraduate qualifications in Healthcare Management or Business Administration, they bring:
- Proven leadership and team development capabilities
- Extensive experience in clinical governance, risk management, and compliance with national healthcare standards
- Strong financial acumen, enabling sound budget and contract management
- Deep understanding of health service delivery in institutional or correctional settings
- Proficiency in electronic health records and digital systems
- An inclusive, ethical leadership style aligned with Serco’s values and principles of equity, diversity, and human rights
This role offers a unique opportunity for a leader who is committed to improving health outcomes in challenging environments and is motivated to contribute to rehabilitation and reintegration goals in a correctional setting.
For a confidential discussion, please get in touch with:
Rhodie Miller
HardyGroup Principal Consultant
M. +61 (0)422 816 557
E. rmiller@hardygroupintl.com
Serco is trusted by governments and organisations around the world to transform and deliver essential services. Employing over 50,000 people, we operate across more than 20 countries in Justice, Immigration, Health, Transport, Defence, and Community Services.
Serco provides essential justice services in Australia, New Zealand and the UK, from the safe and secure operation of prisons, young adult, and escorting services, to managing the reintegration of ex-offenders into society. We help governments deliver a more efficient and effective justice system, by employing the best people, getting the basics right, championing service innovations, and forming community partnerships.
By taking a rehabilitative approach to justice, we help to make it less likely that people will return to the criminal justice system, help to rebuild lives, and reduce the financial and wider costs of crime to the public.
Serco delivers safe and secure prison management services that achieve real outcomes for the community and those in custody. We bring international expertise to prison management focusing on rehabilitation and reintegration. We employ a variety of security systems and techniques that not only ensure the safety and security of prisoners, staff, and the community, but also provide environments conducive to prisoner rehabilitation. Through our extensive portfolio of prison management services, we maintain secure correctional facilities that focus on safety and deliver real outcomes.
Serco has been operating correctional services in Australia for almost 15 years. As a prison operator, safety and security is always our first priority. The 1,700-bed state-of-the-art Clarence Correctional Centre began operations in 2020. Serco will operate and maintain this facility on behalf of the NSW Government for the next 20 years.
Culture
Our culture is based on a set of four values - Trust, Care, Innovation, Pride - that shape our individual behaviours and hence the way the company behaves. They ensure we are all working from a commonly understood base that can be consistently applied across our organisation.
Values
Our values need to be lived every day, used to help us work through any challenges we may face and help us recognise and celebrate our achievements.
They guide us in our dealings with colleagues, customers, suppliers, partners, shareholders and the communities we serve.
Role Specification
The Health Services Manager is responsible for the overall management of health services delivered at the Clarence Correctional Centre by providing effective leadership and management, embedding Serco’s key operating principles and ensuring the primary health services provided to prisoners are efficient, safe, progressive and evidence based.
The role of the Health Services Manager is responsible for the overall management and effective operations of the health services unit. This includes leading and managing specialist human resources, effective budget management, embedding both clinical and corporate governance frameworks and the implementation of systems, processes and effective risk management to ensure an efficient functioning practice to deliver appropriate standards of care to inmates from diverse backgrounds and cultures.
This role is responsible for embedding Serco’s key operating principles across the facility within a multi-functional correctional centre.
- Promoting the rehabilitation and reintegration of inmates
- Ensuring the safety and security of inmates and the community, and
- Providing a decent and respectful environment to employees, inmates and visitors.
The Clarence Correctional Centre commenced operation mid-2020. The 1,700 bed state-of-the- art facility housing both male and female inmates will be the largest correctional centre in Australia. This Centre services the northern part of NSW and is the primary correctional centre for all corrections operations from the Queensland boarder in the north to Kempsey in the south east, and Tamworth in the southwest and beyond.
The following responsibilities are provided as a general guide in relation to the requirements and objectives of this position and are based on the Serco’s Vales and Code of Conduct and the RACGP Prison Health Standards, National Safety & Quality Health Service Standards (NSQHS) Primary and Community:
Management
- In partnership with the General Manager and members of the Senior Management Team develop and commit to the vision, philosophy and objectives for the facilities Strategic and annual business plan in line with contract requirements.
- Provide effective leadership for direct reports.
- Manages contracted health service providers reviewing cost effectiveness and value
- Develops operating plans for health services aligned to the strategic goals of the Clarence Correctional Centre and contract requirements.
- Ensures the integrity of patient management systems and records are maintained.
- Aligns people and projects to achieve initiatives.
- Works with direct reports to establish performance standards for work assignments, monitors work status and progress including goals and objectives.
- Reviews and improves practice systems to ensure smooth and efficient functioning, high quality services and continuous improvement of Health Services.
- Maintains awareness of current and new legislation and relevant regulations to ensure business is complying with all statutory and regulatory obligations.
- Maintains a broad understanding of the principles of financial management, applying cost benefit thinking to set priorities and monitors all financial expenditures.
Continuing Quality Improvement
- Contributes to Clarence Correctional Centre’s continuous improvement plan and other audits and programs to meet industry accreditation standards and compliance.
- Leads the practice in risk management and quality improvement processes.
- Ensures clinical indicators and audits are reported in accordance with agreed timetables, developing a plan of action for areas of poor or declining compliance.
- Provides oversight and governance of daily incident reporting regimes.
- Manages compliance with the At-Risk Management System (ARMS) process.
- Manages compliance with the Prisoner Grievance Process.
- Ensures quality of work performed by direct reports across the Health Services function.
Leadership and Teamwork
- Provide oversight and assist where necessary in the recruitment, induction, orientation, development and management of clinical and non-clinical staff to ensure high performance and continuing professional improvement.
- Promotes positive relations with patients, colleagues, medical staff, external health stakeholders and consumers.
- Develops employees through coaching, mentoring, rewarding, training and guiding.
- Empowers employees and recognises and rewards their contributions.
- Manages employee issues and resolves grievances.
- Completes performance reviews for direct reports in accordance with policy.
- Assesses current and future staffing needs in accordance with the Health Services Plan, objectives and goals.
Ethical Behaviour
- Demonstrates and manages ethical behaviour in accordance with relevant standards, values and policies.
Equity, Diversity and Occupational Safety and Health
- Applies and promotes the principles of equity, diversity, occupational safety and health in the workplace and behaves and manages employees in accordance with relevant standards, Serco’s Values, Code of Conduct and policies.
General
- Attends meetings participates on committees, and reports to the Senior Management Team as needed.
- Continues to develop skills and increase knowledge in current best, evidence-based practice and developments by regularly reviewing literature and attending training sessions and seminars applicable to the field of Justice Health.
- Ensures adherence to contract requirements and relevant legislation.
- Develop high levels of pro-social employee/prisoner interactions.
- Ensures quality, effective and efficient operations of the Health Services function across the facility.
- Assists with the development and maintenance of the General Manager Rules and Post Orders related to Accommodation.
- Ensures compliance with departmental procurement and budgetary requirements.
- Initial management of Performance Linked Measures relating to specific areas of responsibility.
- Develops and maintains new and existing Accommodation Initiatives through active participation in relevant committees.
The Incumbent will have the following:
- Bachelor’s degree in Nursing or health related discipline.
- Post graduate qualification in HealthCare Management, Business Administration, Practice Management or related disciplines.
- Current registration with the Australian Health Practitioner Regulation Agency (AHPRA) where applicable to the health discipline.
Essential skills, experience and knowledge include:
- 1.Experience in a senior line management role in a Healthcare Centre or Clinical Practice within an institutional environment or equivalent.
- 2.Experience planning, co-ordinating, directing and supervising health care services.
- 3.Managing the professional standards of clinical care, preferably within a correctional or institutional facility (preferable but not essential).
- 4.Understanding the needs of providing appropriate health care services within a correctional environment and adapting services where appropriate to support patients’ needs from different ethnic, cultural, lifestyle backgrounds and gender.
- 5.Sound knowledge of health accreditation frameworks.
- 6.Sound knowledge of legislation and policy applicable to clinical service delivery, health care management and areas of speciality.
- 7.Proficiency with Electronic health and software applications.
- 8.Advanced knowledge and skills in the of healthcare management.
- The role of Health Service Manager reports directly to the General Manager, Clarence Correctional Centre and the Deputy Director Health Services – Justice.
Direct Reports:
- Nursing Unit Manager – Maximum (NUM)
- Nursing Unit Manager – Minimum (NUM)
- Nursing Unit Manager – Female (NUM)
- Doctor(s)
- Nurse Practitioner(s)
- Clinical Governance Coordinator
- Clinical Applications Coordinator
Indirect Reports:
- Registered Nurses (Day/Night)
- Registered Nurses (Specialists – Mental Health, Drug & Alcohol, Public Sexual Health Chronic Disease)
- Enrolled Nurses
- Administration Assistants – Health
- Clinical Team Leaders (Male & Female)
The base salary for this role is $180,000.
- Super: 12.5%
- Relocation: Up to $8K
Additional benefits:
- Salary Packaging
- Novated leasing
- Delivering Healthcare in a Secure Environment
Balancing clinical care standards with correctional security protocols can be complex, requiring close collaboration with custodial staff while maintaining patient confidentiality and ethical standards. - Managing a Large, Multidisciplinary Team
Leading a diverse team of healthcare professionals across a 1,700-bed facility demands strong coordination, communication, and conflict resolution skills to maintain a cohesive, high-performing workforce. - Complex Patient Needs
The inmate population presents a broad range of physical and mental health issues—including chronic diseases, substance abuse, and trauma—requiring adaptable and culturally sensitive care models. - Compliance and Accreditation Pressure
Maintaining continuous compliance with national healthcare and correctional standards (e.g., NSQHS, RACGP Prison Health Standards) under regular scrutiny and audits can be demanding.
Service Location: Lavadia, approximately 12.5 kilometers south-east of Grafton, Northern New South Wales.
The closing date for applications is Tuesday 17 June 2025.
The reference number to include in your application is H25_5161
Note: Please use the online platform to submit your application. It will not be accepted via email.
If you require assistance in submitting your application online, please get in touch with Executive Search Coordinator, Natasha Tirado: M: +61 (0)468 301 310 / E: ntirado@hardygroupintl.com
Your application must include:
- 1.Cover letter addressed to the Principal Consultant;
- 2.A written response addressing the key selection criteria; and
- 3.An up to date copy of your Curriculum Vitae.
It Is standard practice for HardyGroup to acknowledge receipt of your application no later than the next business day. We request that if you do not receive the acknowledgement, you contact the search coordinator listed above as soon as possible after the 24-hour business period and arrange to resend your application if necessary.
For a confidential discussion, please contact:
Rhodie Miller
HardyGroup Principal Consultant
M. +61 (0)422 816 557
E. rmiller@hardygroupintl.com
ABOUT US
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Our synergistic business model of Executive Search and Recruitment integrated with Executive Leadership and Learning is our unique point of difference.
It ensures our clients can count on us for the lifecycle of their organisations leadership journey and why we are regarded as the leading trans-Tasman partner agency by clients.
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