Senior Assistant Manager, Support and Care

Nanyang Technological University; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Nanyang Technological University in Singapore is seeking a dedicated professional to coordinate care and support for the NTU community. The role focuses on ensuring high-quality care, incident management, and collaboration with internal and external stakeholders to sustain well-being for employees and students.

The successful candidate will implement case management, maintain data records, and contribute to wellbeing initiatives across NTU, with a strong emphasis on communication and

Qualifications

• Bachelor's degree in psychology, counselling or social work (or related field) from a recognised university.
• Fluent with data collection and management.
• Knowledge of analytic methods and tools.
• Proficient with Microsoft 365 and university information systems.
• Mandarin proficiency advantageous for Mandarin-speaking stakeholders.
• Prior training in critical incident management advantageous.
• 4–6 years of care and support experience, preferably in tertiary education.
• Proven track record in care, support, and crisis management.

Responsibilities

• Ensure efficiency and quality of care and support for the NTU Community.
• Manage critical incidents within a team to coordinate emergency interventions for employees, students and next of kin.
• Implement specialised case management and safety plans for timely case management and resolution.
• Coordinate follow-up care and support with internal and external stakeholders.
• Capture and maintain care and support information, data, and records for analysis and reporting.
• Monitor support and care channels and respond promptly to queries.
• Develop and enhance care networks to meet NTU community needs.
• Facilitate communications between schools/halls and university offices on case management.
• Assist in regular communications with NTU stakeholders and external resources to improve workflows.
• Assist in specialist training and wellbeing services to build capacity in NTU.

Skills

Stakeholder management

Data management

Analytic methods

Microsoft 365

Mandarin language

Education

Bachelor's degree in psychology / counselling / social work

Tools

University IT systems

Data analytics tools

Job description

The ideal candidate for this position will play a key role in ensuring that the highest level of care and support is provided to members in the OneNTU community. The incumbent will coordinate efforts for care and support, and ensure the relevant processes and operations are conducted in accordance with the University’s policies and protocols.

We regret that only shortlisted candidates will be notified.

Job Responsibilities

• Ensure efficiency and quality of care and support for the NTU Community.
• Manage critical incidents within a team to ensure that emergency interventions provided to employees, students, and NOK are well-coordinated.
• Put in place specialised case management and safety plans and implement them to ensure timely management of the cases and quick resolution.
• Coordinate follow-up care and support with internal and external stakeholders to ensure continuity of care.
• Capture and maintain care and support information, data, and records for analysis and reporting.
• Monitor support and care channels and respond promptly to queries.
• Develop/enhance support and care networks to ensure needs of the NTU community are met.
• Facilitate communications between schools/halls and University-level offices in the management of cases.
• Assist in implementing regular communications with NTU stakeholders and external resources to facilitate case management and ensure seamless workflows, and to improve awareness and understanding of issues and concerns within the NTU caregiver network.
• Assist in the implementation of specialist training and development to enhance the community’s competencies for care and support.
• Assist in the development and implementation of wellbeing services, volunteer programmes, and training programmes to enhance wellbeing capacity and capabilities in NTU.
• Ensure that Effective Levels of Care for students and employees are met and standardised across NTU.
• Provide guidance to stakeholders in policies, procedures, guidelines, and templates to facilitate support and care processes.
• Assist in the dissemination of relevant data and data analysis to NTU stakeholders to ensure the caregiving network in NTU can make informed decisions for support and care programmes and services for their own employee and student population.

Requirements

• Educational Qualification(s)
• Minimally a bachelor’s degree in any related field from a recognised University, preferably in psychology, counselling, or social work.
• Knowledge Required
• Fluent with data collection and management.
• Knowledge of analytic methods, approaches, tools, and implementation will be advantageous.
• Proficient with Microsoft 365 and technological tools and information systems relevant in a university setting.
• Strong proficiency (spoken and written) in Mandarin will be advantageous as this role involves frequent communication and engagement with Mandarin-speaking students and members of the public.
• Prior training in critical incident management and/or prevention will be advantageous.
• Relevant Experience
• At least 4 to 6 years of experience working directly in care and support services, preferably in the tertiary education sector.
• Proven track record in care and support, case management and crisis management will be highly advantageous.
• Skills & Competencies
• Successful experience with stakeholder management, able to work with colleagues from different backgrounds and departments, as well as stakeholders external to NTU.
• Other Personal Attributes
• A strong commitment and passion towards wellbeing and support.
• Excellent team player with strong verbal and written communication skills.

Hiring Institution

• NTU A research-intensive public university, Nanyang Technological University, Singapore (NTU Singapore) has 33,000 undergraduate and postgraduate students in the Engineering, Business, Science, Humanities, Arts, & Social Sciences, and Graduate colleges.
• It also has a medical school, the Lee Kong Chian School of Medicine, established jointly with Imperial College London.
• NTU is also home to world-class autonomous institutes – the National Institute of Education, S Rajaratnam School of International Studies, Earth Observatory of Singapore, and Singapore Centre for Environmental Life Sciences Engineering – and various leading research centres such as the Nanyang Environment & Water Research Institute (NEWRI) and Energy Research Institute @ NTU (ERI@N).
• Ranked amongst the world’s top universities by QS, NTU has also been named the world’s top young university for the past seven years.
• The University’s main campus is frequently listed among the Top 15 most beautiful university campuses in the world and has 57 Green Mark-certified (equivalent to LEED-certified) buildings, of which 95% are certified Green Mark Platinum.
• Apart from its main campus, NTU also has a campus in Novena, Singapore’s healthcare district.
• Under the NTU Smart Campus vision, the University harnesses the power of digital technology and tech-enabled solutions to support better learning and living experiences, the discovery of new knowledge, and the sustainability of resources.
• For more information, visit www.ntu.edu.sg
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