Settlement Case Manager

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Established in 1983 as a key service provider to the increasing migrant, refugee and new international arrivals population of the Gold Coast, Multicultural Communities Council Gold Coast Ltd (MCCGC) is the peak regional organisation serving the needs of multicultural residents.

With more than 35 years' experience, MCCGC is well known and regarded for its role in helping people from culturally and linguistically diverse (CALD) backgrounds connect with the local community and have equal access to appropriate health and well-being services.

Our organisation is committed to delivering the highest standard of excellence in customer service which is a signature component of our organisation.

We provide services to mainstream and CALD communities across the Aged, Disability and Community service sectors.

MCCGC's organisational objectives include:

• Supporting a socially inclusive community
• Ensuring non-discriminatory services to all members of the community
• Ensuring culturally inclusive and participatory programs, activities, services and policies are offered to all
• Supporting a high quality of life and independence to all people within our community
• Committing and advocating for social justice

Job Description:

The Settlement Case Manager will be responsible for the direct supervision of settlement programs (SETS) under the Community Development Team at MCCGC and ensure contractual obligations under the relevant funding programs are achieved. The Settlement Case Manager provides case coordination to refugee and eligible migrant clients who have lived in Australia for less than five years, to build the capacity to engage in mainstream services independently. The Settlement Case Manager will also be expected to maintain a caseload, have the ability to assist complex clients, mentor Language Support Workers, and promote the programs (and organisation) to both internal and external stakeholders.

Responsibilities:

• Provide overall supervision and leadership to SETS and mentorship to Language Support Workers ensuring contractual requirements are achieved
• Complete holistic intake assessments, coordinate casework, provide referrals to relevant stakeholders, and follow up on client referral outcomes
• Work collaboratively to achieve results for clients through networking, mapping the service system, and creating and sustaining partnerships
• Develop and maintain collaborative partnerships with key stakeholders to improve referral pathways to Community Development activities
• Promote and maintain systems for high-level client service and feedback processes
• Produce statistical, monthly reports, progress reports, and annual reports as requested
• Monitor and Develop the Language Support Workers
• Conduct regular data uploads and monitoring of contractual KPIs
• Attend regular meetings with the Client Directed Services Group as required
• Promote a positive organisational culture within the Client Services Division
• Other tasks as requested by the Settlement Team Leader and or delegate
• Provide monthly reports to the supervisor detailing the nature and quality of services delivered and outcomes
• Ensure program and statistical reports are completed and provided to funding bodies as required
• Ensure that all client casework data is current and up to date on client data systems; all case notes are completed, and client files filed according to confidentiality and privacy principles.
• Communicate effectively with staff & managers in order to solve problems and review procedures to ensure improvements in service delivery and customer needs are met
• Motivate and facilitate teamwork amongst team members
• Participate in on-the-job training and meetings and comply with MCCGC policies and procedures to ensure knowledge and skills are adequate to fulfil your duties.
• Ensure quality control processes are in place and maintained for service quality and service improvement
• Actively and effectively manage risk and quality service levels
• Provide training and assistance to other members of the team in procedures to ensure optimal service standards are achieved.
• Participate in team-building activities to ensure MCCGC's values and behaviors are consistently demonstrated.
• Behave in a manner that is consistent with the organisation's Code of Conduct, to ensure all interactions with stakeholders are positive & represent the values of MCCGC
• Review and submit payroll information in line with deadlines to ensure all entitlements can be processed within identified timeframes team in procedures to ensure optimal service standards are achieved.
• Development and monitoring of KPIs for staff to ensure that program staff meet performance indicators relevant to their programs as outlined in the Work Plan
• Ensure Client data systems are managed effectively and efficiently by all direct staff
• Receive, assess, and allocate all new referrals
• Receive and assess stakeholder and new client inquiries
• Support Language Support Workers to implement best practices through individual meetings and professional development opportunities
• Ensure compliance with all contract conditions of SETS, as assessed through service and quality audits
• Support the development, implementation, and monitoring of systems/program reviews and service improvements
• Streamline client referral pathways into SETS activities to ensure that activities are at capacity.
• Minimum 3 years equivalent experience and/or Tertiary qualifications in Human Services, Social Work, or relevant Discipline
• Case management experience with a good understanding of client-centred, holistic case management practice framework; and the ability to provide provision of advice and referral pathways as relevant.
• Demonstrated management experience with a good understanding of not-for-profit organisation processes and relevant government policies and programs
• Highly developed interpersonal and communication skills including the ability to deal constructively with complex and sometimes conflicting situations
• Excellent leadership and people management skills including the ability to effectively coach, mentor, and motivate multi-disciplinary teams and other key stakeholders
• Highly developed advocacy and negotiation skills in order to represent MCCGC in a professional and positive manner to government agencies and other external bodies
• Current Police Clearance, Driver's License, and Blue Card
• Current CPR, First Aid, Car Comprehensive Insurance, and Registration.
• Knowledge and/or experience of working in the community
• services sector (Specifically Refugee Youth and Women)
• Experience supervising bilingual and bicultural support workers.

Salary match Number of applicants Skills match

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia? How many years experience do you have in a similar role? Do you have a National Police Certificate or would you be willing to obtain one? Please list the Microsoft Office products you are experienced with Do you have experience working in the non-profit sector? How much notice are you required to provide your current Employer? What is your expected annual salary? How do you identify yourself?