SIS Complex Case Manager

About Multicultural Australia

Multicultural Australia is a leading not-for-profit organisation dedicated to providing holistic settlement support to newly arrived refugees, humanitarian entrants, and asylum seekers. Our Humanitarian Settlement Program (HSP) ensures clients have the tools and support needed to achieve social and economic well-being in their new communities.

We are passionate about building welcoming, inclusive environments where everyone can thrive.

The Role

As a Complex Case Manager, you will provide specialised case management and coordination to clients from Culturally and Linguistically Diverse (CALD) backgrounds facing complex and multifaceted challenges. Working within the HSP Specialised and Intensive Services (SIS) program, you will lead psychosocial assessments, develop case management plans, and provide advocacy and support to enhance clients' well-being and self-sufficiency.

Details: Brisbane, Logan, Ipswich offices,

What You'll Be Doing:

• Conduct comprehensive psychosocial needs assessments to develop tailored case management plans.
• Collaborate with clients and their networks to address complex needs and goals.
• Identify mental health risk factors and provide appropriate referrals to specialized services.
• Coordinate services for clients, leading case conferences with external providers.
• Provide crisis intervention and stabilization support for urgent situations, such as mental health crises, domestic violence, or homelessness.
• Conduct safety assessments and develop risk management plans with clients and relevant professionals.
• Monitor clients' safety and well-being, intervening proactively when necessary.
• Offer emotional support to clients using culturally responsive and trauma-informed practices.
• Assist clients in building meaningful social relationships and provide cultural orientation and life skills.
• Establish and maintain strong partnerships with external stakeholders such as healthcare providers, legal professionals, and social service agencies.
• Ensure the team meets Key Performance Indicators (KPIs) and complies with contractual and service standard requirements.
• Maintain accurate, up-to-date client records and documentation in accordance with confidentiality standards.
• Mentor and guide volunteers, Cultural Support Workers (CSWs), and student placements in providing case management support.
• Ensure timely input of client-related documentation and data entry into case management systems.
• Participate in after-hours emergency roster and out-of-hours work when required.

Qualifications and Skills Required:

• Bachelor's degree in Social Work, Psychology, Applied Social Sciences, Counselling, or a related field.
• Demonstrated experience in case management, with at least 3 years of experience in complex psychosocial support.
• Extensive knowledge and experience in culturally appropriate psychosocial assessments and case management.
• High-level problem-solving, decision-making, and resilience in managing competing demands.
• Strong verbal and written communication skills, including cross-cultural communication.
• Proven stakeholder engagement skills and ability to work with diverse service providers.
• Strong knowledge of human rights, social justice, and ethical frameworks.
• Proficient in MS Office applications (Outlook, Word, Excel) and client management systems.
• Valid Queensland Driver's Licence, Blue Card (Working with Children), and National Police Clearance required.

Additional Desirable Skills:

• Experience in a not-for-profit environment is an advantage.
• Experience with Oracle NetSuite is a distinct advantage.

How to Apply:

If this sounds like the right opportunity for you, apply today by submitting your application.

Applications close on 5 August. We encourage you to submit your application as soon as possible as we may interview and appoint suitable candidates ahead of the closing date.

For any inquiries, please contact Michael Ahern, HSP Team Leader SIS-

At Multicultural Australia, we pursue a workforce that is as diverse as our community – in race, ethnicity, gender, age, disability, sexuality, neurodiversity, culture, and belief – and reflects the communities we work in. We recognise diversity and inclusion as fundamental to our culture and are committed to providing a work environment in which everyone is included, treated fairly, and with respect.

We strongly encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, people with a disability, and people of diverse genders and/or sexual orientations.