Community services exist to help people. But they cannot help anyone if they’re not financially sustainable.
This is the uncomfortable truth Michelle Dillon, Chief Executive Officer at Ngala, brings to conversations about the social sector. While many in community services resist business language—preferring to focus solely on impact and mission—Michelle argues this resistance undermines the very people organisations aim to serve.
“The understanding that the community sector is a business – it is about people but we are a business delivering services and hence we have a responsibility to be financially responsible,” Michelle states plainly.
This doesn’t mean prioritising profit over people. It means recognising that delivering quality services requires sustainable funding, responsible financial management, and leaders who understand both human services and business operations. Without this dual competency, even the most passionate mission-driven organisations risk collapse—leaving vulnerable community members without support.
The stakes are rising. The cost of delivering services is increasing while funding fails to keep pace. Workforce challenges compound the problem—finding enough staff, the right staff, and matching their needs with organisational capacity. Emerging technologies like AI promise transformation but come with unknown costs and unclear implementation pathways.
For Michelle, the path forward requires leaders who can navigate understanding human services deeply while managing sustainable businesses effectively.
Q&A with Michelle
What inspired you to pursue a career in the social sector?
I have a desire to make a difference – initially that was through working as a nurse and now it is through community services management.
What is the most fulfilling part of your work?
Getting to work with some awesome people who have skills and knowledge that really help people. I see my job as working behind the scenes to find the funding and resources so they can do their job. I get really excited when I am able to facilitate a grant to trial new services and provide services to different people.
What is the most impactful project you have worked on so far?
In each job I have worked hard to make an impact. When we were opening a large hospital in Perth, a significant amount of service staff would have been made redundant due to their skill set not been needed. We worked with a local VET provider and were able to offer free placement in an Assistant in Nursing program for over 250 staff. We supported them through their placement and they were able to be gainfully employed. For some this was the first post employment education they had done. It was amazing to see their joy at been supported – and for the workplace to gain skilled workers.
What are the biggest developments you have seen in the social sector so far?
Workforce changes – really adapting to being more flexible in meeting individual workers’ needs. Also the understanding that the community sector is a business – it is about people but we are a business delivering services and hence we have a responsibility to be financially responsible.
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What do you think is the biggest challenge facing our sector nowadays?
The cost of living. It is getting more and more expensive to deliver services but the funding for these services is not matching the increases. Workforce is also a huge challenge – finding enough staff, the right staff and matching their needs with the organisation needs.
What emerging technology or trends do you believe will shape the sector’s future?
AI is the talk of the town – but it is the unknown – not only in how it will affect our business but what is the cost. We cannot ignore it but how do we get the best out of it?
What advice would you give aspiring leaders in this sector?
The community sector is made up of fantastic people. It is also a sector where there is a lot of opportunities for managers who understand human services but also can manage a business. There cannot be a community service delivered unless it is financially sustainable.
Tell us more about your organisation. What is something unique about it?
Ngala is the professional parenting service of WA. We provide services throughout WA to support parents and their families.
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