Case Manager (Phone-Based) | Kaituitui - Based in Napier(48348)

New Zealand Government; Wellington; On-site; NZD 70,000 - 84,000; Full time

Benefits offered by this job

Induction and training

Career development opportunities

Supportive team environment

Competitive salary

Job summary

New Zealand Government Napier-based Case Manager role in the Phone-Based Unit involves talking with individuals and whanau across Aotearoa by phone or email to coordinate employment services, financial support and housing assistance. You will balance empathy with policy, making high-trust decisions while creating tailored plans that work for clients.

This position emphasizes data accuracy, teamwork and the ability to navigate multiple systems, with a strong focus on helping communities and

Qualifications

• Strong data entry and record-keeping abilities.
• Proficient with multiple client systems and online tools.
• Empathetic and professional communication with clients.

Responsibilities

• Support someone recently out of work to access employment services and income support.
• Assist whanau with housing options and coordinate follow-ups.
• Encourage digital self-service and build client confidence with online tools.
• Manage a busy caseload across several systems with accurate notes.
• Refer clients to external providers and work collaboratively with others.

Skills

Data entry

Technology fluency

Empathy

Communication

Team player

Numerical accuracy

Job description

Date: 7 Oct 2026Location: Napier, NZFull-time, permanent positions available | Monday to FridayJoin our Phone-Based team based in Napier and make a real difference in communities across New Zealand.Start date: Early January 2027This 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 whanau 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 whanau 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 to ahuaYou'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 whanau explore housing options and coordinating follow-upsEncouraging digital self-service and building client confidence with online toolsManaging a busy caseload across multiple systems while keeping accurate notesReferring clients to external providers and working collaboratively with othersMeeting 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 whanau - 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 TBCApplicants must hold New Zealand Citizenship/Residency or Australian Citizenship/Permanent Residency at time of application.Position Description | He Whakaahuatanga Tungahttp://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/client-service-delivery/case-manager.docxApplications close | Monday 26th October 2026About us | Mo matouThe 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, whanau and communities.As a Te Tiriti o Waitangi partner, we are committed to supporting and enabling Maori, whanau, hapu, 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.How to apply | Me pehea te tuku tonoBefore you submit your application, please take a moment to review our guidance to understand how AI can best support your application. Candidate Guidance - Responsible AI use in recruitmentTo apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.Note: Your cover letter will be a key part of our assessment process. Please highlight how your skills and experience relate to the key responsibilities listed in the position description and job advertisement.All applications must be made online. If this is not possible or if you have any queries, please contact us at [e-mail] MSD Employees - please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.Joining us | Ko te hono maiJoining MSD means being part of a whanau 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.