Client Case Manager

Step Up Support Services; Ballarat; On-site; AUD 85,000 - 110,000; Full time

Job summary

Step Up Supports is seeking a Complex Case Manager to join our dynamic team in Ballarat. This full-time role involves case managing clients with complex needs, collaborating with families and stakeholders, and contributing to staff development through constructive feedback.

You’ll read shift notes to understand the real story, manage after-hours duties, and work directly with clients to deliver compassionate, practical solutions. A positive, humorous approach helps in our supportive culture.

Qualifications

• Experience in disability support and complex case management.
• Current NDIS Worker Screening Check.
• Ability to read client shift notes and collaborate with stakeholders.
• Willing to participate in the after-hours roster.

Responsibilities

• Case managing clients with complex needs who require compassion, sound judgement and strong problem-solving skills.
• Working collaboratively with clients, families, stakeholders and support teams.
• Completing staff appraisals and providing feedback that lands.
• Reading client shift notes so you know the real story, not just the headlines.
• Handling requests and challenges from staff, clients and stakeholders with solutions, not sighs.
• Participating in the after-hours roster, including one evening per week and rotating weekend coverage.
• Working directly with clients, because this isn’t just an office gig.
• Supporting quality outcomes, risk management and positive team culture.

Skills

People skills

Communication

Calm under pressure

Multitasking

Tech-savvy

Team collaboration

Tools

Project software

Job description

At Step Up Supports, we’re an NDIS provider with 170+ staff, supporting clients in the community, at home, and in 24/7 accommodation. But here’s the twist: we’re not your typical buttoned-up office. We take our work seriously, not ourselves. That means this role is equal parts important, challenging… and sometimes very funny.

This isn’t a job for someone who likes watching the clock. One moment you’ll be reading shift notes, the next you’ll be supporting staff through a complex situation, and then you’ll be working directly with a client who reminds you why you took the job in the first place.

This role also includes participation in a rotating after-hours roster once trained, including one evening shift per week and one weekend roster allocation shared amongst colleagues. You will be expected to be available to assist with shifts on these days if needed.

Complex Case Manager

Full Time Role

What You’ll Be Doing

• Case managing clients with complex needs who require compassion, sound judgement and strong problem-solving skills
• Working collaboratively with clients, families, stakeholders and support teams
• Completing staff appraisals and providing feedback that actually lands
• Reading client shift notes so you know the real story, not just the headlines
• Handling requests and challenges from staff, clients and stakeholders with solutions, not sighs
• Participating in the after-hours roster, including one evening per week and rotating weekend coverage
• Working directly with clients, because this isn’t just an office gig
• Supporting quality outcomes, risk management and positive team culture

Who You Are

• A natural people person who communicates well with just about everyone
• Confident, capable and calm when things get tricky
• Experienced in disability support and complex case management
• Tech-savvy enough to use project software without rage-quitting
• Able to multitask, prioritise and problem-solve under pressure
• Equipped with a current NDIS Worker Screening Check
• Someone with a sense of humour because honestly, it helps around here

Why You’ll Love It Here

• Every day is different (in a good way)
• You’ll join a team that genuinely has your back
• You’ll get training, variety and opportunities to grow
• You’ll make a real difference in people’s lives
• There’s coffee, banter, teamwork and the kind of stories you’ll tell for years