Wellbeing Case Coordinator

Australian Department of Veterans' Affairs; City of Brisbane; On-site; AUD 90,000 - 110,000; Full time

Job summary

The Australian Government, through the Department of Veterans’ Affairs in Brisbane, is recruiting an APS6 Wellbeing Case Coordinator to support veterans and families during transition from ADF service. The role involves trauma-informed, military-informed case coordination, developing wellbeing plans, and coordinating referrals to Agency, Defence, Open Arms and community services.

The position emphasizes client-centered support, strong communication, and collaboration with internal and external

Qualifications

• At least two years of experience working in a case management role.
• Working with Children Check is current or willingness to obtain one.
• Desirable qualifications include health/human services degree and professional registration.

Responsibilities

• Deliver trauma-informed wellbeing case coordination for veterans and families with more involved wellbeing needs.
• (Identify client goals and develop wellbeing plans)

Skills

Case management experience

Communication skills

Trauma-informed approach

Education

Bachelor’s degree or higher in a health/human services field

Diploma of Community Services

Job description

Australian Department of Veterans' Affairs – Brisbane QLD

The Australian Government is establishing the Veteran and Family Wellbeing Agency (the Agency) in response to Recommendation 87 of the Royal Commission into Defence and Veteran Suicide.

The Agency helps veterans and families of veterans access wellbeing information, services, support and community connection so they are better prepared and supported before, during and after transition from ADF service.

The APS6 Wellbeing Case Coordinator supports veterans and families to navigate wellbeing services, particularly during transition from ADF service to civilian life or when support needs are more involved.

The role provides trauma-informed, military-informed and family-inclusive case coordination. This includes understanding client needs, developing and reviewing wellbeing support plans, coordinating warm referrals and handovers, and helping clients connect with the right Agency, DVA, Defence, Open Arms, community or specialist services.

Wellbeing Case Coordinators also contribute to the Agency’s helpline and navigation function by responding to inbound and outbound contacts, supporting first contact resolution, and providing advice, coaching and escalation support to APS4 Navigation Support Officers and other Agency staff.

This is a practical, client-facing role that requires sound judgement, strong communication skills, respectful handling of sensitive information, and the ability to work collaboratively with internal and external stakeholders to support safe, coordinated and timely outcomes.

The Australian Government is establishing the Veteran and Family Wellbeing Agency (the Agency) in response to Recommendation 87 of the Royal Commission into Defence and Veteran Suicide.

The Agency helps veterans and families of veterans access wellbeing information, services, support and community connection so they are better prepared and supported before, during and after transition from ADF service.

The APS6 Wellbeing Case Coordinator supports veterans and families to navigate wellbeing services, particularly during transition from ADF service to civilian life or when support needs are more involved.

The role provides trauma-informed, military-informed and family-inclusive case coordination. This includes understanding client needs, developing and reviewing wellbeing support plans, coordinating warm referrals and handovers, and helping clients connect with the right Agency, DVA, Defence, Open Arms, community or specialist services.

Wellbeing Case Coordinators also contribute to the Agency’s helpline and navigation function by responding to inbound and outbound contacts, supporting first contact resolution, and providing advice, coaching and escalation support to APS4 Navigation Support Officers and other Agency staff.

This is a practical, client-facing role that requires sound judgement, strong communication skills, respectful handling of sensitive information, and the ability to work collaboratively with internal and external stakeholders to support safe, coordinated and timely outcomes.

The key duties of the position include:

Case coordination and client support

• Deliver trauma-informed, military-informed and family-inclusive wellbeing case coordination for veterans and families with more involved wellbeing needs.
• Undertake holistic assessments across wellbeing domains to identify client goals, strengths, support needs and circumstances that may affect wellbeing.
• Develop, implement and review wellbeing support plans that promote transition preparedness, early intervention, continuity of care and community connection.
• Use professional judgement within a case coordination framework to recognise changes in client circumstances that may require additional support, specialist input or timely escalation.
• Assist veterans and families before, during and after transition from ADF service by helping them navigate DVA, Defence, Open Arms, community, health, mental health, social and specialist support systems.

Referrals, escalation and helpline navigation

• Coordinate warm referrals, handovers, follow-up and escalation where needed in line with Agency procedures, safety and support pathways, privacy obligations and governance requirements.
• Respond to inbound and outbound helpline contacts, provide clear information, assist with first contact resolution and help clients and providers access the right service pathway.
• Provide advice, coaching and guidance to APS4 Navigation Support Officers and other Agency staff in relation to complex or sensitive enquiries and matters requiring additional attention.

Stakeholder engagement and collaboration

• Build and maintain effective relationships with internal and external stakeholders, including DVA, Defence, Open Arms, ex-service organisations, health providers and community service providers.
• Undertake representational activities, briefings, presentations, projects and additional duties as directed.

Recordkeeping, reporting and service monitoring

• Maintain accurate, timely and compliant records, case notes, referrals, client summaries and reporting in accordance with Agency procedures, legislative requirements, privacy obligations and documentation standards.
• Monitor client progress and outcomes, seek feedback where appropriate and contribute insights to service improvement, wellbeing monitoring and evaluation activities.
• Prepare clear case summaries, advice, reporting and briefing material to support decision‑making, service monitoring and stakeholder engagement.

Practice leadership and continuous improvement

• Apply sound judgement and appropriate independence within established frameworks to make decisions, manage competing priorities and support consistent service delivery.
• Strengthen team capability by sharing practice insights, supporting consistent decision‑making and providing guidance to less experienced staff.
• Contribute to operational improvement by identifying service themes, practice issues and opportunities to strengthen Agency processes, tools and guidance.
• Participate in ongoing learning, reflective practice, supervision and team development to strengthen quality, consistency and staff wellbeing.

Eligibility

Mandatory Requirements

• At least two years of experience working in a case management role
• Current ‘Working with Children Check’, or willingness to obtain and maintain one

Highly Desirable

• Tertiary qualifications, such as a Bachelor’s degree or higher, in a relevant health or human services field, including nursing, psychology, occupational therapy or social work; or
• Eligibility for registration with Australian Health Practitioners Registration Agency (AHPRA) or Australian Association of Social Workers (AASW)
• Or, Diploma of Community Services, with a focus on case management

Notes

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.

Getting to know the Department of Veterans' Affairs

The Department of Veterans’ Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex‑serving Australian Defence Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence support services. Our aim is to enhance self‑sufficiency, quality of life, financial wellbeing and community recognition for those we support.DVA is both a policy and service delivery agency. We have strong relationships with Australian ex‑service organisations, Federal and State Government agencies and the veteran community.DVA’s vision is to honour veterans, and empower them and their families to continue life after service, within a society that understands and values their military service and their ongoing contribution to the community.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.