APS 6 Complex Case Manager – Clinical

Department of Veterans' Affairs; Canberra; On-site; AUD 105,000 - 119,000; Full time

Job summary

Department of Veterans' Affairs in Canberra is seeking an APS6 Complex Case Manager (Clinical) to lead client support within the Client Support Program. You will assess and coordinate services, acting as the primary contact for case-managed clients while partnering with internal and external stakeholders across DVA.

The role requires a health-field degree and at least two years’ case management experience, with a focus on wellbeing, trauma-informed care, and risk management.

Qualifications

• Tertiary qualifications in a health field (Bachelor’s degree or higher).
• Minimum of 2 years of experience working as a case manager.
• Ability to work with vulnerable clients and complex needs using a trauma-informed approach.

Responsibilities

• Act as a primary point of contact to case manage clients and coordinate access to services.
• Undertake intake and risk assessments for clients.
• Assist clients to access information and support services for health needs.
• Escalate high risk issues to senior clinicians or leaders as required.
• Liaise with internal stakeholders to streamline access to benefits and services.
• Collaborate with ex-service organisations and service providers for client care.
• Link clients to appropriate mental health and other services.

Skills

Case management

Risk assessment

Stakeholder communication

Education

Bachelor’s degree or higher in health field

Job description

• Location: Canberra, ACT; Sydney, NSW; Brisbane, QLD; Darwin, NT; Perth, WA; Adelaide, SA; Melbourne, VIC; Hobart, TAS; Townsville, QLD


• Salary Range: $104,898 - $119,116 + 15.4% employer super contribution


• This vacancy has been identified to participate in VetPaths

JOB OVERVIEW

The Coordinated Client Support (CCS) Branch manages a range of programs and services to assist vulnerable clients to navigate DVA services and connect to supports to meet their wellbeing needs. Case management offered by CCS Branch is collectively referred to as the Client Support Program.

The Client Support Program (CSP) is a voluntary time limited case management program, which uses a clinical lens and trauma informed approach to support clients to meet their wellbeing needs. The program aims to streamline communication between clients, their families and DVA. Case management provides clients with a single or primary point of contact for all services within DVA and facilitates access to external support services.

The skills and case management experience of the Complex Case Manager (Clinical) will ensure consistency of the case management approach used in the Client Support Program.

Complex Case Managers (Clinical) will utilise their work history in case management settings, working with clients with mental health conditions, vulnerabilities and/or complex co‑morbidities. They will be experienced in considering the social determinants of health and wellbeing, and using the domains of wellbeing identified in the DVA Wellbeing Model, apply this knowledge to all aspects of case management practice including case reviews.

Complex Case Managers (Clinical) work collaboratively with key stakeholders to achieve positive outcomes for clients and stakeholders, building and sustaining relationships with internal, external and inter‑departmental stakeholders.

DUTIES

As an APS 6 you will be required to:

• Act as a primary point of contact to case manage clients and/or coordinate access to services for clients allocated through the intake system. Undertake a range of client assessments including intake assessments and risk assessments.


• Assist clients to access the required information and support services for their health, mental health, and medical needs.


• Escalate high risk and high profile issues through EL1 Senior Clinicians and/or EL1 Assistant Directors to senior leadership.


• Liaise with internal stakeholders across all DVA business areas to build strong relationships and streamline access to benefits and services for case coordinated clients identified as being at risk and/or with complex multiple needs.


• Liaise with ex‑service organisations, community groups, and service providers to facilitate service provision to case coordinated clients identified as being at risk and/or with complex multiple needs and encourage informal support networks.


• Link clients to appropriate mental health and other services, such as Open Arms Veterans & Families Counselling.


• Undertake representational duties including group presentations to internal and external stakeholders as required.


• Provide advice and coaching support to Coordinated Client Support Branch colleagues and other DVA staff, as required, to assist in managing challenging client presentations and risk escalations.

MANDATORY REQUIREMENTS

• 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.

ELIGIBILITY

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).


• Any successful candidate external to DVA offered employment will be required to undergo pre‑engagement screening checks, even if they currently have a security clearance. The screening checks are conducted in accordance with the Australian Government Protective Security Policy Framework requirements.


• Any successful candidate will be required to obtain and/or maintain, a Baseline Vetting (AGSVA) security clearance as a minimum.

NOTES

This recruitment process may be used to fill ongoing and/or non‑ongoing position/s. For more information about the role, please see the Candidate Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non‑ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:

• Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS


• Aboriginal and Torres Strait Islander peoples


• People with disability


• People who identify as LGBTQIA+


• People from culturally and linguistically diverse backgrounds

We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran‑friendly employment pathways and long‑term career success.

The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six‑month program offering formal learning and development, career mentoring and activities for wellness and peer support. More information can be found on the DVA Website.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt‑in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you. Further information can be found at https://www.apsc.gov.au/recruitability.

CANDIDATE INFORMATION PACK

The candidate information pack is available below.

Candidate Information Pack Opens in new window