This Week's Spotlight - Sue Osman, Group General Manager of MatchWorks

This week we shine the spotlight on Sue Osman, Group General Manager of MatchWorks. A passionate leader in Employment Services whose journey began through a background in Education and a lifelong exposure to supporting people facing mental illness, homelessness, and unemployment.

Sue’s career started delivering training programs for unemployed groups before transitioning into Employment Services when the Commonwealth Employment Service was privatised. Since then, she has remained deeply committed to helping people create better futures through meaningful work and support.

Known for her thoughtful leadership style, Sue believes in empowering others through capability, trust, and critical thinking. She leads with compassion, clarity, and a strong belief that real impact happens when people feel heard, supported, and valued.

Explore Sue’s responses below and be inspired by the leadership lessons and perspectives she shares.

1. How did you get your start in Employment Services?

I started in Employment Services through my background in Education, with early influence from growing up around my parents’ accommodation facility supporting mainly jobless people experiencing mental illness and homelessness.

Professionally, I worked for a training organisation delivering programs to unemployed groups. When the Commonwealth Employment Service was privatised, we successfully bid for a contract, and I’ve been part of the system ever since.

2. What advice would you give to leaders who carry a lot on their shoulders, managing people, processes, and systems all at once? 

Empower through capability: Invest in developing leaders and critical thinkers by using questions, not just giving answers.

Focus on what matters: Prioritise high-impact work, cut through noise, and actively reduce bottlenecks that slow progress.

Create structure for clarity: Establish regular review rhythms to maintain alignment, performance, and momentum.

3. Employment Services is incredibly rewarding, but the first year can take real resilience. What advice would you give to a new employment consultant starting out?

Learn the local landscape: Know job types, transferable skills, and local supports inside out.

Use multipliers: Leverage employers, partners, and supports to extend your impact.

"Think differently: Avoid crowded pathways, don’t fish where everyone else is for jobs."

4. Can you share a memorable moment when something you did, a conversation, piece of advice, or action, made a positive difference to a staff member, peer, or job seeker?

A few moments stand out where simple approaches made a real difference: The power of a question: Asking the right question helps people think for themselves, it builds capability and ownership far more than giving answers.

Creating peer groups: Bringing people together builds belonging, confidence, and a shared sense of purpose. Paying it forward: Creating opportunities for people to help others builds self-worth and genuine fulfilment.

Same side of the table: Walking alongside someone toward their goals is far more powerful than relying on compliance, you get better outcomes through trust, not pressure.

"Listen deeply: Understand motivations, goals, and direction, not just surface needs."

5. What surprised you most about working in Employment Services once you were actually in the role?

What surprised me most was just how fulfilling the work is, and how much it grows you as a person. You’re genuinely changing lives every day. It also reinforces that sometimes good people face really tough circumstances, and the best approach is simple: treat every participant with the same care, respect, and patience you’d want for your own family.

6. What keeps you motivated in this industry, even on the hard days?

Hearing stories of impact every day, what a privilege. I feel genuinely honoured to lead the MatchWorks team. We bring together exceptional people who truly care and are deeply committed to changing lives.

Connect with Sue Osman on LinkedIn

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