POSITION DESCRIPTION

Title of Position: / Complex Case Support (CCS) Program Coordinator (version 2 – 11/7/16)
Location: /

Coffs Harbour

/ Responsible to / Manager Migrant Services
Award: / SCHADS Award level 5 / Hours per week:
Delegation Level: / Variable 21 to 35 as required
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1.  Broad Purpose of the Position

The Complex Case Support (CCS) programme delivers specialised, and intensive case management services to eligible humanitarian entrants with exceptional needs which extend beyond the scope of other settlement services. CCS is designed to work in partnership with settlement and mainstream services to address barriers these clients face in settling in Australia, providing tailored and flexible responses to meet their individual needs.

The Complex Case Support Program Coordinator is responsible for delivering ANC’s Complex Case Support Program including undertaking complex case management. CCS caseloads are very small which reflects the intensive nature of the work consequently this program is often a sole worker position, situated within the Migrant Services Team.

2.  Reporting/Working Relationships

·  Reports directly to Manager Migrant Services

·  Works cooperatively with Migrant Services Team to achieve client and service outcomes

3.  Qualifications/Experience

·  Tertiary qualifications in community services, social science or other relevant discipline;

·  Minimum of 5 years senior case management experience.

4.  Special Conditions

·  May be required to work outside normal working hours

·  Eligible to participate in ANC Salary Sacrificing Scheme after completion of probationary period

·  Will be required to undergo Police check and Working with Children check

·  Must hold a current Drivers license recognised by the NSW RTA

5.  Key Responsibilities and Tasks

Task / Indicator / Measure
Undertake complex case work including:
·  Manage complex cases
·  Write comprehensive assessments
·  Write and implement case management plans
·  Document practice / Manage assigned case load within ANC policies and procedures / 95% of over-arching case management goals will be achieved within the agreed time frame
100% of instances where case management goals have not been met within the agreed timeframe have, or are being addressed using remedial intervention
Task / Indicator / Measure
Coordinate contract compliance for CCS program including:
·  Program reports
·  Lead internal QA
·  Liaison with funding authority / CCS program is meeting contractual key performance indicators
CCS program is meeting budget expectations / 95% of program KPI’s are being met and where they are not being met remedial action is being implemented
Supervise and support employees , support workers, interpreters and other contracted service providers to ensure that they are effective in their role / Staff and contractors are working effectively in line with ANC policies and procedures to support agreed client outcomes / 95% of over-arching case management goals will be achieved within the agreed time frame
95% of internal and external stakeholders report an effective working relationship with Coordinator
Undertake other duties appropriate to the job role as directed by the manager / Tasks appropriate to the job role and directed by the Manager are completed / Specific to tasks – to be advised upon direction by the Manager

6.  Contribution to Organisational Goals

Contributes effectively to the development of organisational goals in line with job role expectations

7.  Work Health & Safety (WHS) Requirements

Contributes to the provision of a safe and healthy work environment for employees, volunteers, contractors, visitors and members of the wider community through:

·  Undertaking risk management activities to adequately manage risks to persons in the work environment, including review of changes to work methods and practices;

·  Compliance with all relevant legislative standards;

·  Ensuring that all plant, equipment and substances are safe and without risk to health when used in accordance with standard operating procedures;

·  Maintaining safe systems of work, the work premises and the work environment, including systems to adequately manage emergency response;

·  Providing adequate facilities to protect the welfare of all employees;

·  Providing appropriate WHS training to all employees and volunteer workers;

·  Providing information and supervision for all staff enabling them to work in a safe and healthy manner.

8.  Essential Requirements

·  Demonstrated experience in case management and knowledge of case management principles (NB Minimum of 5 years senior case management experience is required);

·  Demonstrated experience in leading a small team of employees;

·  Tertiary qualifications in community services, social science or other relevant discipline;

·  Demonstrated understanding of working with CALD clients from a refugee background;

·  Knowledge of Christian values, and commitment to work within these values;

·  Experience in the use of various computer programs, including Microsoft Word, Excel and Powerpoint;

·  Knowledge of WHS and its implementation within the workplace;

·  Demonstrated ability to communicate effectively with people from various backgrounds.

·  A current driver’s licence recognised by the NSW RTA

9.  Desirable Requirements

·  Experience working with CALD clients;

·  Experience working in humanitarian settlement.

Position Description – Complex Case Coordinator (version 2 – 11/7/16) Page 2 of 3