Domestic Family Sexual Violence Case Manager

About the Company

SA Water is a successful, modern water utility wholly owned by the Government of South Australia. We employ more than 1,700 people across a broad range of disciplines who operate more than $14 billion worth of infrastructure to deliver essential water and sewerage services to more than 1.8 million South Australians.

We operate in a geographically and climatically diverse service area, with sites and locations from Ceduna through to Port Augusta, the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, across to the Riverland, down to Mount Gambier, and most places in between.

Our strength and expertise have been shaped by our history. For more than 165 years, South Australians have depended on us to innovate and deliver efficient and sustainable water services. With nationally and internationally recognised industry expertise, we're focused on understanding and meeting our customers' expectations.

As well as safely delivering smart and reliable services for our customers of today, we innovate to shape the water solutions of the future that will support thriving economies and healthy communities.

We are driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact, and we are future focussed. Staying true to our values ensures that we consistently deliver positive outcomes for all South Australians.

About the job

Our Domestic, Family and Sexual Violence (DFSV) Case Manager will provide expert case management and specialist support to SA Water customers disclosing financial abuse and/or debt resulting from experiencing domestic, family, and sexual violence.

Acting as the DFSV subject matter expert within the Customer Care Centre (CCC), the role champions best practice, trauma-informed approaches, and proactive case management to ensure vulnerable customers maintain access to essential services while navigating complex personal circumstances.

Key responsibilities for this role include responding to escalated DFSV customer requests, manage DFSV-related privacy breaches, and provide coaching and guidance to colleagues to improve service capability.

This role is critical in upholding customer safety, enhancing service outcomes and advocating for solutions that support customers to regain some stability and security.

About the Person

The ideal person for this role is compassionate, empathetic and committed to supporting vulnerable individuals with dignity and respect.

They will have prior experience working with people impacted by domestic, family and sexual violence, an understanding of the SA DFSV sector, with a strong understanding of trauma-informed practices and the ability to respond effectively and efficiently in sensitive and high-pressure situations.

This person will bring excellent case management skills, sound judgement and the capability to assess risk and develop practical solutions for customers in crisis.

Experience working within a regulatory or compliance-focused environment is highly valued, as is the ability to navigate complex systems while maintaining confidentiality and meeting governance requirements. Strong communication with internal and external stakeholders, and a proactive approach to continuous improvement will ensure they can champion best practice and deliver meaningful outcomes or customers.

About Customer, Community and Engagement

The Customer, Community and Engagement group drives customer outcomes by delivering exceptional experiences and tailored solutions that grow business, revenue, and the state economy, while actively engaging with communities, and collecting valuable feedback.

In addition, your responsibilities will include:

Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day.

You will:

• Respond to escalated DFSV customer requests, including those related to the Payment Assistance Program, debt collection, payment arrangements, and write-offs, in line with corporate policies.
• Ensure accurate and professional record keeping is always maintained in appropriate systems and available for reference.
• Manage potential DSFV privacy breaches that may cause risk of a customer in collaboration with management.
• Provide training, coaching, and real-time support to the wider Customer Care (CCC) Business Unit to build capability in responding to DFSV disclosures effectively and sensitively.
• Deliver tailored, empathetic, and confidential support to customers disclosing DFSV, ensuring their safety and wellbeing are prioritised.
• Manage complex DFSV (Domestic Family & Sexual Violence) customer cases end-to-end, ensuring timely and empathetic resolution.
• Act as the escalation point for unresolved DFSV calls, taking ownership and providing expert support and guidance.

Your success in this role will come from:

• Tertiary qualifications in Social Work, Psychology, Counselling, Human Services, Criminology, Community Services or related discipline or demonstrated equivalent experience.
• Strong understanding of contemporary family, domestic, and sexual violence issues, with a commitment to gender equality and women's rights.
• Experience working with people impacted by DFSV, using a flexible, trauma-informed, and client-centred approach.
• Ability to manage difficult situations effectively and independently, with a focus on empathy and exceeding customer expectations.
• Experience working in a customer-focused phone-based role in a multi-faceted organisation, including the ability to resolve escalated matters in a way that balances the needs of both the customer and organisation.
• Experience providing coaching and feedback to staff at various levels.
• Ability to prioritise work and manage multiple conflicting deadlines.

To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries or for a copy of the Position Description, please contact Steph Haines from the Talent Acquisition team

Applications close 11:55pm, Sunday 12 October2025.

Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.

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