Case Manager

Full Time, Permanent
Melbourne
Posted 1 month ago

As a critical part of organisations Attendant Care business, this role is responsible for delivering Team Management to clients at the local level.

About the role:

As a Case Manager also known internally as ‘Team Manager’, you will join a passionate and talented team of local Team Managers to deliver an outstanding quality of service for clients who need ongoing and sustained assistance with the daily management of their account and support team.

Key duties and responsibilities:

  • Support your small portfolio of clients on a daily basis to enable each person to thrive on the organisations platform;
  • Build out your portfolio of clients and their families over time, including undertaking welcome conversations and building trust and rapport; 
  • Support your clients, from posting jobs and interviewing possible candidates, to signing off bookings in the platform and making sure supports are correctly rostered;
  • Clients you work with will be in your local area, so you will have the opportunity to get to know them, what they need from the organisation, and the ways we can make the service a delightful experience for them;
  • Critically, build a dynamic of trust with the clients you support, and help people find ways to the support solution that is right for them. 

Work as part of a cross-functional team

  • Work in a highly autonomous way within a local team of other Team Managers. You will cover specific geographic areas, meaning you will be familiar with the people, the area and other services that might be required;
  • Work closely with the broader success services who play an important role in the overall ecosystem of success for the organisations clients and workers. 

Your background

  • Experience – You have worked in either a case management, support co-ordination, support work or a customer service role in a fast-paced, customer-focused environment; 
  • Strong disability sector knowledge a big plus – We’re looking for someone who understands the Australian disability sector and can relate to the needs of the community to deliver high-quality supports;
  • Team work – A team player​ who can work in collaboration with a range of stakeholders to deliver excellent results;
  • Customer first – You love building deep customer relationships, and supporting people to find long term success using organisations platform;
  • A strong self starter​ not afraid to roll up their sleeves and get into the detail
  • Interpersonal skills – You will need strong interpersonal skills, including highly develop communication skills with the ability to build trust and rapport quickly; 
  • Strong values alignment​ – an empathetic individual, positive and proactive, with strong problem solving skills, and an excellent communicator with highly developed communication skills;
  • Advanced technical and system skills – Experience across using CRMs / Using multiple systems at once.

How to apply:

Email your resume and cover letter outlining your suitability for the role to Phat Ngo at employabilityjobs@scia.org.au. For a confidential informal conversation about the role feel free to email Phat to arrange a chat.

Deadline for applications: 7 November 2022

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