Case Manager

Daily Tasks Involved in the role: (please provide as much information as possible) Case Managers play a vital frontline role in MSD’s service delivery. You’ll work in a fast-paced, appointment-based environment where you support clients through significant life challenges such as job loss, financial hardship, or crisis. Key responsibilities include: • Meeting with clients in person and over the phone to assess eligibility and grant financial assistance, including benefits, subsidies, and hardship support. • Managing a personal caseload — following up with clients, recording accurate case notes, and ensuring support is aligned with policy and entitlement. • Supporting clients to progress toward employment, training, or independence — by identifying barriers and connecting them to relevant services and opportunities. • Using multiple systems and digital tools to process applications, update client records, and track case progress. • Navigating emotionally charged or complex client situations with professionalism and empathy. • Working within strict processes, timeframes, and legislative requirements, with a strong focus on accuracy and compliance.

Experience & Qualification requirements? - Experience in employment services, recruitment, or the social sector is advantageous but not essential. - On-the-job training will be provided. Personal qualities and traits? - Strong people skills — empathetic, respectful, and non-judgemental. - Excellent verbal and written communication. - Reliable, punctual, and self-managing. - Resilient and calm under pressure. - High attention to detail with a commitment to accuracy and fairness. - Comfortable with structure, routine, and policy-based decision-making. - Understands and upholds probity, integrity, and public service professionalism.