Op Shop Operations Facilitator

ADRA Australia

Op Shop Operations Facilitator

Commitment: Full Time - Maximum term (2 years)

Location: Victoria

About the role

ADRA Australia is seeking an experienced and organised Op Shop Operations Facilitator to strengthen and

support ADRA’s network of Op Shops across Australia.

This field-based role is designed to directly support the performance and day-to-day operations of ADRA's

Op Shop network, ensuring strong team support and leadership, excellent customer and donor experience,

and efficient store operations aligned with ADRA's mission and values.

The Op Shop Operations Facilitator works closely with Op Shop Managers, volunteers, and relevant support

teams to strengthen store operations, support implementation of Head Office initiatives, monitor

performance, and identify practical improvement opportunities across the network.

The role also contributes to stronger social, financial, and environmental outcomes by helping Op Shops

operate effectively, build local community connection, increase donation value, and support the circular

economy through sustainable retail practices.

The successful applicant must have the legal right to live and work in Australia at the time of application.

The Job Description for the role and the Employment Application Form are included at the end of this

document.

About ADRA Australia

The Adventist Development and Relief Agency (ADRA) is the official humanitarian agency of the Seventh-day

Adventist Church. As part of the global ADRA network which reaches into more than 120 countries, we are

motivated by our faith, to enable people and communities in Australia, New Zealand, the South Pacific, Asia

and Africa to improve their health and livelihoods and assist people to prepare for and recover from disasters

around the world.

ADRA Australia holds full accreditation with the Australian Government Department of Foreign Affairs and

Trade (DFAT) and is a member of the Australian Council for International Development (ACFID) and the

Australian Council for Social Services (ACOSS).

Connected - working collaboratively for the best outcome for those living in poverty or distress.

Courageous - persevering through challenging situations.

Compassionate – empathising with the communities we work with and with each other.

About the National Programs Team

The Op Shop Operations Facilitator is appointed by the ADRA Australia ADCOM and reports to the Op Shop

Development Manager.

Adventist Development and Relief Agency Australia Ltd

ADRA Australia ABN 85 109 435 618

Street Address 146 Fox Valley Rd, Wahroonga NSW 2076 Phone +61 2 9489 5488 Web www.adra.org.au

Postal Address PO Box 129, Wahroonga NSW 2076 Toll Free 1800 242 372

The National Programs team works collaboratively with the following teams:

• Emergency Management
• Finance/IT
• International Programs
• People and Culture

• Supporter Engagement

Selection Criteria

Essential

1. Commitment to the purpose of ADRA, and to the achievement of our overall strategy and priorities

with demonstration of our ADRA values and desired team culture lived out in all aspects of work

practise.

2. Willingness to work within a Christian ethos with conduct that is respectful of the beliefs and practices

of the Seventh-day Adventist Church when in the workplace or otherwise representing ADRA

Australia.

3. A related diploma/degree with considerable experience in retail leadership, multi-site operations, or

field-based support roles.

4. Demonstrated ability to support and lead managers, staff, and volunteers in store operations, team

performance, and service delivery.

5. Strong interpersonal and communication skills with the ability to build effective relationships with

diverse people and communities.

6. Experience supporting recruitment, onboarding, training, engagement, and retention of staff and/or

volunteers.

7. Proven ability to work independently, manage competing priorities, and identify practical

improvement opportunities.

8. Practical experience using data management systems and reporting to monitor store performance

and compliance.

9. Ability and willingness to travel regularly across a network of locations.

10. Demonstrated commitment to health, safety, operational procedures, and organisational compliance.

Desirable

1. Experience in the not-for-profit or social enterprise sector.

2. Knowledge of compliance frameworks relevant to retail or community enterprises.

3. Previous experience supporting dispersed teams across multiple sites.

4. Understanding of the circular economy and its role in community impact.

Key Competencies

• Deciding and Initiating Action

Takes responsibility for actions, projects and people; shows initiative and works under own direction;

makes prompt, clear decisions that may involve tough choices or considered risks.

• Leading and Supervising

Provides others with a clear direction; sets appropriate standards of behaviour; delegates work

appropriately and fairly; motivates and empowers others; recruits staff of a high calibre and provides

development opportunities and coaching.

• Working with People

Demonstrates an interest in and understanding of others; adapts to the team and builds team spirit;

listens, supports and cares for others; consults and shares information; recognises and rewards the

contribution of others.

ADRA Australia

Candidate Information Pack – Op Shop Operational Facilitator

• Relating and Networking

Establishes good relationships with colleagues and external contacts; relates well to people at all

levels; builds wide and effective networks; uses appropriate humour and warmth to strengthen

relationships.

• Applying Expertise and Technology

Applies specialist and detailed technical expertise; develops job knowledge and expertise through

continual professional development; shares expertise with others; uses technology effectively to

achieve work objectives; understands different organisational departments and functions.

• Planning and Organising

Sets clearly defined objectives; plans activities and projects well in advance; takes account of possible

changing circumstances; manages time effectively; identifies and organises resources and systems

to support efficient store and network operations.

Other Requirements

Commitment to abide by the ADRA Australia Code of Conduct and organisational policies and procedures.

Copies of relevant policies are available on request.

ADRA takes the prevention of sexual misconduct, harassment and child protection seriously and screens

applicants for suitability. The successful applicant will be required to obtain a police check for each country in

which the individual has lived for 12 months or longer over the last five years, and for the individual’s country

of citizenship (including dual citizenship holders). The successful applicant will need to provide their consent

to a criminal record check. ADRA recognises that in limited instances it may prove impossible to obtain a

reliable criminal record check. In such circumstances a statutory declaration outlining efforts made to obtain

a foreign police check and disclosing any charges and spent convictions may be accepted.

Applicants will be requested to disclose whether or not they have had a substantiated Sexual Exploitation

Abuse or Harassment claim of any nature made against them in Australia or overseas. This is included in the

Job Application Form.

Final applicants will be screened against the ADSAFE* database as well. ADSAFE’s check is to ensure no

substantiated or outstanding investigations or allegations are attributed to an applicant within the Seventh-

day Adventist Church system in the South Pacific.

How to Apply

To apply, candidates should address the selection criteria in their application letter providing examples of past

experiences and qualifications. There is no closing date, however we will be interviewing suitable candidates

as they apply. Please forward your application letter, resume and the Employment Application form found at

the end of this document, along with the names of three work related referees to: Sign in to view email

If you have questions or need further information, please contact:

Gianina Coutts - Human Resources Officer for ADRA Australia

Phone +61 2 9473 9525 or

email: Sign in to view email

ADRA Australia is an inclusive and Equal Employment Opportunity (EEO) employer.

The appointing body reserves the right to fill this position at its discretion and to close applications early.

See Job Description and Employment application forms following.

ADRA Australia

Candidate Information Pack – Op Shop Operational Facilitator

Position Title: Op Shop Operations Facilitator - VIC Full / Part Time: Full Time - Maximum term (2 years)

Connected Department: National Programs

Revised Date: July 2026

Courageous Reports To: Op Shop Development Manager

Compassionate Team Supervision: ADRA Op Shop Managers

Purpose of Position: A basic statement that describes the intent of the position.

The Op Shop Operations Facilitator provides direct operational support for ADRA’s op shops across Australia. The role involves the supervision of op shop managers and staff to

ensure overall efficiency and effectiveness of the op shop network, compliance monitoring and ensuring adherence to ADRA policies and procedures. This role acts as a vital link

between Head Office initiatives and local op shop realities, helping alleviate administrative burdens and foster a culture of continuous improvement. These op shops generate funds

to support ADRA projects, contribute to the circular economy, and demonstrate significant and lasting impacts on the lives of people involved and in the local community.

Behavioural Expectations: Our code of Conduct - How we do things in our organisation that underpins our values.

ADRA Australia Code of Conduct and related policies, including WHS.

Key Competencies: The competencies, qualifications, skills and experience the person needs to do the role successfully.

ADRA Competency Framework: Deciding and Initiating Action (1.1); Leading and Supervising (1.2); Working with People (2.1); Relating and Networking (3.1);

Applying Expertise and Technology (4.2); Planning and Organising (6.1)

Key Competencies: A related diploma/degree with considerable experience in retail operations, compliance or field support roles, preferably in the Not-for-Profit Sector.

Demonstrated ability to lead and supervise, work effectively with diverse people from various backgrounds and inspire and empower teams. Demonstrated ability to work

independently and manage a varied workload, with a proactive and problem-solving approach. Sound communication and interpersonal skills, practical experience with data

management systems and ability to travel regularly. .

Key Responsibilities: The things that the person needs to be responsible for to successfully fulfil the obligations of this position.

Area of Responsibility

Actions / Tasks / Objectives Measures of Success / KPI’s

Groupings or areas of

What has to get done in this area How job performance will be measured

responsibility

• Conduct regular in-person visits to assigned ADRA Op Shops to monitor operational
• % of Op Shops increasing their annual net profit

OPERATIONAL

performance, compliance, and provide direct, practical support. targets.

SUPPORT &

• Provide direction, hands-on assistance and guidance to Op Shop Managers and
• # of in-person Op Shops operational visits as per

MONITORING volunteers on day-to-day operational tasks, including efficient sorting, pricing, work plan agreed with manager.

inventory management, and display practices. • Op Shop operational checks and best practices

• Assist Op Shops in troubleshooting operational issues, identifying areas for efficiency tracking sheet monthly updated.

improvements, and implementing agreed-upon solutions. • All Op Shops branded and marketed as per

• Ensure that Hub Program Advisory Committees are appropriately established, ADRA Op Shop branding guidelines.

oriented to their roles, and meet regularly to guide fund disbursements for • # of Op Shop network lessons and innovations

projects/program activities in line with ADRA's charitable mandate and the newly sessions facilitated for Op Shop Managers.

defined Op Shop strategy.

• Ensure Op Shop signage, branding, and marketing guidelines and assets are

standardised according to the Op Shop branding guidelines.

ADRA Job Description: Op Shop Operational Facilitator

• Facilitate the sharing of operational best practices and local innovations across the

Op Shop network during site visits.

• Supervise and equip Op Shop Volunteer Managers (and if applicable paid staff) to
• All Op Shop Managers are inducted and trained

VOLUNTEER

ensure effective volunteer management practices including effective recruitment, about ADRA, the role of Op Shops for ADRA, and

MANAGER AND orientation, development, appreciation, and understanding of ADRA’s policies. Op Shop management basics before

ADMINISTRATIVE

• Constantly review and help streamline administrative processes to alleviate burdens commencing their role.

SUPPORT on volunteer managers and treasurers. • All Op Shop Managers receive a comprehensive

• Provide clear and consistent communication to Op Shop managers regarding follow up Op Shop management training within 2

operational updates, policy changes, and available resources. months of commencing their role.

• Promptly assist Op Shop Managers address volunteer and/or HR issues in a calm and
• Monthly catch ups with all Op Shop Managers.

effective way. • All administrative support provided to Op Shops is

• Assist with basic financial accountability tasks, such as ensuring correct coding in Xero registered in the Op Shop operational checks and

and timely reconciliation of accounts, in collaboration with Op Shop Treasurers and the best practices tracking sheet.

ADRA Finance department. • Monthly catch ups with the Op Shop

• Plan and run Op Shop-specific training and appreciation events for managers and Development Manager based on Op Shop

volunteers, fostering a sense of belonging to the wider ADRA community. operational checks/best practices tracking sheet,

• Ensure that Op Shops maintain accurate and appropriate records on relevant data and Op Shop visit reports.

management systems (e.g., Salesforce, XERO, Square), providing training and

support to improve data quality and utilisation for local decision-making.

• Monitor and support Op Shops in their adherence to ADRA Australia's policies and

COMPLIANCE AND

• Op Shop operational checks and best practices

procedures, including the Op Shop Operations Manual, National Program Operations tracking sheet monthly updated.

RISK MITIGATION

Manual, Code of Conduct, and other relevant guidelines. • Op Shops maintaining a high level of compliance

• Ensure Work Health Safety (WHS), the Safeguarding policy and Code of Conduct, and and risks mitigated.

a Risk Register are effectively implemented at the local Op Shop level, assisting with • 100% of Op Shop volunteers are fully screened

inspections, reporting, and addressing any identified concerns promptly.

before commencing work with ADRA.

• Ensure Op Shop Managers are fully screened before commencing their role.
• Op Shop Manager’s annual evaluation of ADRA’s

• Support Op Shop Managers and Treasurers in maintaining accurate and appropriate support to Op Shops is positive.

records in ADRA’s designated data management systems (e.g., Salesforce, Xero,

Square).

• Assist with the timely and accurate completion of quarterly compliance reports and

annual Op Shop reports on Salesforce, ensuring data integrity.

• Escalate significant operational risks, compliance breaches, or unresolved local issues

to the Op Shop Development Manager for strategic intervention.

OTHER DUTIES AS

• Other duties as assigned by Op Shop Development Manager.
• Other KPIs described or quantified as applicable.

ASSIGNED BY

SUPERVISOR