Case Manager | Full-time Temporary with a Possibility of Permanency

ACT; Canberra; Vor Ort; AUD 65.000 - 90.000; Vollzeit

Zusammenfassung

Access Canberra is seeking a Case Manager for a full-time temporary role with a possibility of permanency. You will triage and resolve customer issues, interpret complex legislation, and liaise with stakeholders to ensure timely, accurate outcomes.

The role emphasizes strong communication, resilience, and the ability to manage competing priorities in a fast-paced environment. A merit pool may be used for future vacancies within the next 12 months.

Qualifikationen

• Customer-focused problem solver who engages with diverse people and delivers a positive experience.
• Excellent verbal and written communication and negotiation skills.
• Ability to interpret complex legislation, policy and procedures.
• Confident and resilient in liaising/mediating contentious matters with stakeholders.
• Strong administrative and organisational skills to manage workloads under tight deadlines.
• Understanding of regulatory environments and complaints management is desirable.

Aufgaben

• Provide triage and case management support within Access Canberra’s Resolution and Support Team.
• Interpret and apply relevant legislation, policies and procedures to resolve issues.
• Liaise with internal and external stakeholders to progress cases and manage expectations.
• Deliver high-quality customer service and maintain accurate records under pressure.

Kenntnisse

Customer focus

Problem solving

Verbal Communication

Written Communication

Negotiation

Legislation interpretation

Stakeholder liaison

Jobbeschreibung

Case Manager
Full-time Temporary with a Possibility of Permanency

Details: Are you ready to take on a rewarding challenge? Do you thrive in fast-paced environments where quick thinking is essential? Are you skilled at assessing situations and providing effective solutions? If so, join us at Access Canberra! We're looking for people who are passionate about helping customers and adept at navigating complex issues with ease. Your expertise in triage and problem-solving will make a real difference in our team!

The Access Canberra Resolution and Support Team works in a fast-paced environment and provides support to multiple regulatory and service delivery areas. We provide the community with a single point of contact to raise complaints, share feedback and report regulatory concerns managed by Access Canberra.

We are on the lookout for triage experts to join our team. You will play a vital role in being one of our Case Managers within the Access Canberra Resolution and Support Team. If you’re a person who likes to help make things happen and impress others with your prioritisation, communication, and outstanding customer service, then we want you to join our team in Access Canberra.

To be successful in this role, you will:

• be a customer focused problem solver who engages effectively with diverse people and delivers a positive customer experience.
• demonstrate excellent verbal and written communication and negotiation skills.
• have a demonstrated ability to interpret complex legislation, policy and procedures.
• show confidence and resilience in liaising and/or mediating interactions in relation to contentious matters with internal and external stakeholders.
• have excellent administrative and organisational skills, including the proven ability to organise workloads and set priorities in a high-pressure environment with competing priorities and tight deadlines.
• understand regulatory environments and complaints management processes and/or experience in customer service environments, managing complex and sensitive matters is desirable.

Refer to the Position Description for role specific requirements.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Notes: This is a temporary position available immediately for six months with the possibility of extension up to 12 months and/or permanency. Selection may be based on application and referee reports only. A merit pool will be established from this selection process and may be used to fill future identical vacancies over the next 12 months.

Accessibility and Adjustments

We recognise that applicants may have different needs, preferences, or circumstances when applying.
If you experience any barriers such as technical, accessibility‑related, personal, or environmental, please reach out to the contact officer to discuss.

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal .

#LI-DNI

Note

This is a temporary position available immediately for six months with the possibility of extension up to 12 months and/or permanency