Case Manager (Phone-Based) | Kaituitui - Based In Napier

Ministry of Social Development; Hawke's Bay; On-site; NZD 70,000 - 84,000; Full time

Benefits offered by this job

Full induction & training plan

Ongoing peer support

Development opportunities & career…

Competitive Band 4 salary

Job summary

Ministry of Social Development in Napier is seeking a Case Manager for our Phone-Based Unit. You will engage with individuals and whānau across Aotearoa to provide employment services, financial and housing assistance, via phone and email. The role requires high trust, empathy and policy application, with decisions impacting communities.

Start date January 2027. Band 4 salary and induction included. Join a supportive, collaborative team with training and career pathways, and a role that

Qualifications

• Fast and accurate with data entry.
• Confident with technology and multiple systems.
• Empathetic and professional with policy.
• Clear communicator who builds trust.
• Adaptable and calm under pressure.
• Strong team player with collaboration.
• Comfort with numbers and entitlements.

Responsibilities

• Supporting someone recently out of work to access employment, income support, and training.
• Helping a whānau explore housing options and coordinating follow-ups.
• Encouraging digital self-service and client confidence with online tools.
• Managing a busy caseload across multiple systems while keeping accurate notes.
• Referring clients to external providers and working collaboratively with others.
• Meeting with your team to reflect, troubleshoot, and support each other.

Job description

Full-time, permanent positions available | Monday to Friday

Join our Phone-Based team based in Napier and make a real difference in communities across New Zealand.

Start date: Early January 2027

This is real work that changes lives — including your own.

As a Case Manager in the Phone-Based Unit located in Napier, you will be engaging directly with individuals and whānau from across Aotearoa over the phone or via email to provide employment services, financial support and housing assistance. You’ll support people to achieve their goals by connecting them with the right services and creating tailored plans that work for them.

This is complex, high trust mahi. You’ll be making decisions that impact whānau and communities, balancing empathy and policy, speed, and accuracy. If you value people, process, and purpose, and can bring calm to complexity — this could be the role for you.

What you’ll need to succeed | Ko tō āhua

You’ll put clients at the centre — listening deeply, responding with care, and helping people move forward in a way that works for them. You’ll bring a high level of personal integrity, initiative, and self-management.

You’ll also need to be:

• Fast and accurate with data entry – getting the detail right matters.
• Confident with technology – navigating multiple systems and supporting clients to do the same.
• Empathetic and professional – able to hold space for real-life challenges while applying policy.
• A clear communicator – someone who can build trust, explain things simply, and make good decisions.
• Adaptable and steady – comfortable with change, high volumes, and problem-solving on the go.
• A strong team player – grounded, dependable, and collaborative.
• Comfort with numbers and detail – able to complete complex calculations related to payments, dates, and entitlements.

A day in the life:

• Supporting someone recently out of work to access employment, income support, and training.
• Helping a whānau explore housing options and coordinating follow-ups
• Encouraging digital self-service and building client confidence with online tools
• Managing a busy caseload across multiple systems while keeping accurate notes
• Referring clients to external providers and working collaboratively with others
• Meeting with your team to reflect, troubleshoot, and support each other.

What you’ll be part of:

• You’ll join a public service organisation committed to manaaki tangata, manaaki whānau — helping New Zealanders to be safe, strong, and independent.
• You’ll deliver integrated support across employment, income support and housing — helping clients navigate life transitions and connect to the right services, at the right time.
• You’ll be part of a team that upholds public trust and lives our values: working with integrity, partnering for impact, and standing up for the people we serve.

In return, we’ll give you:

• A full induction and training plan.
• Ongoing support from your peers and leaders.
• Development opportunities and career pathways.
• A role where your mahi directly contributes to stronger communities.
• A competitive salary based on Band 4 ($69,519 – $84,041).

Recruitment and Selection Details:

• Recruitment and Selection process: Longlisted candidates will complete a short video and digital confidence skills test and shortlisted candidates will attend an in-person assessment centre early November. Dates TBC
• Applicants must hold New Zealand Citizenship/Residency or Australian Citizenship/Permanent Residency at time of application.

Position Description | He Whakaahuatanga Tūnga

http://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/client-service-delivery/case-manager.docx

Applications close | Monday 26th October 2026

About us | Mō mātou

The Ministry of Social Development (MSD) is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.

We provide social policy advice to government, and assistance including income, employment and housing support to people of all ages, families, whānau and communities.

As a Te Tiriti o Waitangi partner, we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.

Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.

Joining us | Ko te hono mai

Joining MSD means being part of a whānau that celebrates the diversity each individual represents.

We show manaaki, we care about the wellbeing and success of people and want everyone to thrive and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. You can find out more about our values here.

If you have any support or accessibility requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.