Case Manager

• Employment Type: Part Time (17.5 hours per week), continuing
• Remuneration: Broadbanded Level 6/7: From $103,866 (pro rata) + 17% superannuation + leave loading
• Location: Kensington, NSW

About UNSW

UNSW isn't like other places you've worked. Yes, we're a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It's the reason we're one of the top 20 universities in the world and a member of Australia's prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you're in the right place.

Why Your Role Matters

Conduct and Integrity in the Office of Assurance and Integrity supports the UNSW Community to uphold honest and ethical behaviour. The Conduct and Integrity investigates and resolves serious complaints and wrongdoing at UNSW. As trusted advisors, we support educational efforts to prevent misconduct and wrongdoing and promote respect and integrity.

The Case Manager plays a key role in managing complaints and allegations across Conduct and Integrity, in line with the University's policies and procedures. This includes handling complaints and allegations:

• made by or about students;
• made by members of the public; and/or
• made by or about UNSW staff, affiliates, contractors, sub-contractors and volunteers.

The Case Manager reports to the Manager, Disclosures and Complex Investigations and may be temporarily reassigned to another team from time to time, depending on caseload demands. This position does not have any direct reports.

About You

This role is well suited to professionals with a law or legal background who are seeking flexibility in their next position. Parents with young families looking for a staggered return to the work life, as well as young professionals seeking their first graduate role with demonstrated experience or interest in the legal and compliance field, are encouraged to apply.

Responsibilities

• Provide building facilities management services for the assigned assets to ensure that priorities are met in accordance with agreed management programs and budgets.
• Understanding of, and ability to apply, the University's Codes of Conduct, policies and procedures related to complaints and allegations of misconduct.
• Respond to general inquiries and provide complainants with updates regarding their complaints and allegations.
• Manage the early case management of complaints, including acknowledging and registering complaints received and assigning incoming correspondence to the appropriate team member; and escalating serious or urgent matters to the Manager.
• Assist with case management of, and handling of complaints and allegations, assigned by the respective Manager.
• Promote a UNSW culture of ethical decision making by staff and students, within and beyond legal compliance.
• Provide high level administrative and general office management support, including efficient and accurate document management, collection of information, record keeping and coordination of meetings.
• Support the Senior Case Managers and the Manager to prepare documents, reports and other duties as required.
• Analyse and respond tactfully to issues and queries, including complex, confidential, and sensitive issues and queries requiring discretion, and ensure the Manager is kept informed and updated.
• Build and maintain effective working relationships with key internal and external stakeholders.

In addition to the above, specific Level 7 accountabilities include:

• Case management of complaints and allegations of misconduct. This involves collecting and interpreting evidence, interviewing, drafting correspondence, advising stakeholders, recommending outcomes, preparing reports, providing secretariat support for relevant committees, conducting inquiries, and maintaining up-to-date records and files in relation to each case with support and guidance of the Manager and Senior Case Managers.
• Provide advice to Faculty, School and Division staff to ensure consistent application of the University's policies and procedures on managing complaints and allegations of misconduct.
• Assist in the design and implementation of initiatives to promote a culture of ethical decision making and adherence to the University's Codes of Conduct.
• Assist in the review and development of UNSW's policies and procedures relating to complaints and allegations misconduct.
• Contribute to various projects in within the COI and wider Division when required.
• Proactively advise and contribute to CIO business planning and objectives. Develop and manage CIO's information resources (including standard operating procedures, communications, and other resources).
• Coach and assist other CIO Case Managers in best practice case management, as needed

Skills and Experience

• A relevant tertiary qualification with subsequent relevant experience or equivalent level of knowledge gained through any combination of education, training and experience in complaints management.
• Excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple tasks and meet competing deadlines by using judgement and initiative.
• Ability to handle and maintain workplace confidentiality, exercise initiative with a high level of emotional intelligence including tact, sensitivity, and respect.
• Sound judgment in relation to dealing with sensitive, confidential, and controversial matters.
• Resilience in handling challenging interactions with people.
• Proven experience in drafting, proofing, amending and preparing routine documents and reports with a high level of accuracy and attention to detail.
• Demonstrated ability to work collaboratively and productively within a team, but also to take initiative and work independently while managing competing demands.
• Advanced Microsoft Office skills, with experience in case management and record keeping systems.
• Excellent interpersonal skills with a demonstrated ability to communicate and build professional relationships with a diverse range of stakeholders and students.

In addition to the above, specific Level 7 accountabilities include:

• Relevant tertiary qualification with at least three years' of demonstrated experience in providing high level administrative support in a complex case management environment (e.g. as a paralegal / legal secretary / law clerk or within university / insurance / banking / government sectors).
• Demonstrated experience in assisting in complex cases and complaints.
• Demonstrated ability to exercise initiative and to think creatively.
• Developed analytical and problem-solving skills, with a proven ability to interpret problems and provide a level of judgement to cases.
• Demonstrated ability to provide accurate and consistent advice to ongoing and complex issues.

For further details on role responsibilities and skills & experience required, refer to the position description found under the position listing on 

How to Apply: Submit your CV & cover letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the job description) before Sunday 5th Octoberby 11:55pm.

Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.

UNSW Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Flexible Working Options (work from home, flexible hours etc)
• Additional 3 days leave during December festive period.
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice.
• Discounts and entitlements (retail, education, fitness passport)

Job queries contact: Tai James, Talent Acquisition Consultant

E:   (applications to the address cannot be accepted, please apply online)

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.