Role Overview

The Deputy Director is a key leadership role responsible for overseeing program delivery, strengthening operational systems, and supporting organizational sustainability.

This role ensures high-quality, trauma-informed service delivery while also strengthening Casa Raudha’s ability to translate programme outcomes into clear impact narratives that support funding, partnerships, and long-term sustainability.

The role requires strong leadership in operations, people management, and systems building, with the ability to connect frontline services to strategic and organizational outcomes.

Key Responsibilities

1. Program Leadership & Service Delivery

• Oversee shelter services, including crisis, the independent (Dahlia@Casa Raudha and the programmes
• Ensure consistent delivery of trauma-informed, survivor-centred care
• Strengthen case management, safety planning, and discharge readiness processes
• Monitor and improve client outcomes, including safety, stability, and independence
• Ensure quality and consistency of service delivery frameworks

2. Operations & Systems Management

• Develop, review, and strengthen SOPs, safeguarding, and operational protocols
• Ensure compliance with relevant regulatory and funding requirements
• Build and improve internal systems (case tracking, reporting tools, dashboards)
• Oversee operational readiness, safety standards, and resource management

3. Team Leadership & Capability Building

• Supervise and support programme and operations staff
• Build a culture of accountability, collaboration, and professional practice
• Implement staff training in areas such as crisis intervention and trauma-informed care
• Support staff wellbeing and contribute to workload and burnout management strategies

4. Partnerships & External Engagement

• Support the Executive Director in managing partnerships with government agencies, community organizations, and corporates
• Develop and maintain working relationships with relevant stakeholders in the social service ecosystem
• Represent the organization in selected external engagements when required
• Identify collaboration opportunities that enhance service delivery and organizational outcomes

5. Fundraising Support & ImpactCommunication

• Support development of grant proposals, donor reports, and funding submissions
• Translate programme outcomes and data into clear, compelling impact narratives
• Work with leadership to strengthen donor communication and stewardship materials
• Contribute programme insights to fundraising strategy and partnership development
• Support identification of funding opportunities aligned with organizational needs

6. Strategy & Organizational Development

• Support execution of organizational strategic priorities
• Translate strategy into operational plans and measurable deliverables
• Identify service gaps and contribute to programme improvement and innovation
• Provide programme-level input to organizational planning and development

7. Monitoring, Evaluation & Reporting

• Develop and track key performance indicators (KPIs) across programmes
• Analyze service data and identify trends to support decision-making
• Strengthen outcome measurement frameworks (e.g. safety, stability, independence)
• Prepare reports for internal leadership, Board, and external stakeholders
• Support improvement of data quality and impact reporting systems

Requirements

Qualifications & Experience

• Degree in Social Work, Psychology, or related discipline (Postgraduate qualification an advantage)
• Minimum 8–10 years of relevant experience in social services or related fields
• At least 3–5 years of leadership or supervisory experience
• Experience in crisis intervention, shelter services, or domestic violence work is preferred

Core Competencies

• Strong leadership and people management capability
• Experience in building or improving operational systems and processes
• Ability to translate programme work into reports, proposals, and impact narratives
• Strong stakeholder and partnership management skills
• Analytical and data-informed decision-making ability
• Knowledge of trauma-informed and person-centred approaches
• Ability to work effectively in complex and high-pressure environments

Key Attributes

• Grounded, stable, and emotionally intelligent leadership style
• Able to balance care, accountability, and operational discipline
• Strong alignment with social service values and client-centred practice
• Resilient, adaptable, and able to work in fast-evolving environments
• Strong communication and influencing skills