Triage and Connect Complex Case Manager

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage a Triage and Connect Complex Case Manager on a contract for 12 months.

**Position Overview**

Triage and Connect is the gateway to all supports under the Client Support Program. The T&C team provides a single access point for advice, assessment and responses to urgent, high risk or escalated client matters identified by any internal staff member or key external stakeholders. The majority of referrals through T&C are resolved by the T&C team, either via advice or short term case management. Those requiring longer term case management support are referred into the Coordinated Client Support program utilising a stream-based approach in order to ensure the best match in terms of supports and intervention.

In the Triage and Connect team APS6 Complex Case Managers specifically:

- Conduct assessment of client referrals made where mental health issues are evident.
- Record appropriate case notes and other records in a case management system.
- Negotiate client claim outcomes with claims management areas of the department.
- Conduct urgent risk assessments with clients where necessary.
- Provide advice and support to non-clinical staff in the team undertaking assessment of client referrals.
- Provide feedback and guidance to broader departmental staff in the management of clients.
- Undertake calls to clients where required to offer assistance or obtain further information, where this contact is best managed by a mental health professional.
- Link clients to appropriate mental health services, such as Open Arms.
- Occasionally provide short term case management intervention to link clients with necessary services for ongoing support.

**Services to be performed**

Duties will be In accordance with the Work Level Standards and principles of workplace diversity, Work Health and Safety, participative work practices, APS Values, APS Code of Conduct and APS Employment Principles.

The Complex Case Manager (Clinical) in the Coordinated Client Support Branch will:

- Provide an escalation point for clients at risk of harm to self or others.
- Provide specialised case management and/or clinical expertise and advice to support and enhance the work of the Complex Case Managers.
- Manage a caseload of clients.
- Undertake a range of assessments including intake assessments and risk assessments.
- Contribute to the preparation of high level client summaries and briefs, including maintaining high quality documentation.
- Provide clinical advice and coaching support to Client Support Program colleagues and other DVA staff, as required, to assist in managing challenging client presentations and risk escalations.

**MANDATORY**
- Tertiary qualifications (Bachelor's degree or higher) in a relevant health field including Nursing, Psychology, Occupational Therapy, or Social Work.
- At least 2 years of experience working as a case manager, or equivalent clinical role.
- Extensive experience working within a mental health or community case management setting, including working with people who present with complex mental health conditions.
- Experience in coordinating and assisting in the management of a caseload of complex and potentially at-risk clients in community mental health teams.
- Excellent written and oral communication skills, including capacity to liaise with and develop productive relationships with other organisations. This also includes proficiency in the use of IT systems including Microsoft Office.
- Experience and interest in triage, assessment and case management via telephone.
- Demonstrated commitment to ongoing professional development.
- Current Police Check, or ability to obtain one.

**HIGHLY DESIRABLE**
- Registration with the Australian Health Practitioners Registration Agency (AHPRA), or eligibility for registration with the Australian Association of Social Workers (AASW).
- DESIRABLE
- Experience in working with military or veteran mental health services.
- Expertise in supporting clients experiencing the impacts of substance abuse, mood, and anxiety disorders (including PTSD).
- Experience with and understanding of the principles of Trauma Informed Care.
- Experience working with clients with challenging behavioural presentations.
- People with lived experience of disability, Aboriginal and Torres Strait Islander People and those from culturally and linguistically diverse backgrounds are strongly encouraged to apply