Make a difference behind the scenes and join our team as a Case Support Worker and play a vital role in supporting adult and child victim-survivors of family violence. Working closely with our Services Team, you'll help coordinate referrals, maintain accurate client records, manage communications, and support reporting processes that enable the delivery of high-quality, client-centered services.

This is an opportunity to make a meaningful impact by ensuring clients can access the support and resources they need, while helping our frontline practitioners focus on what matters most—supporting individuals and families on their journey to safety and recovery.

This is a full time, fixed term position until 31 December 2026 in a flexible hybrid role based in Melbourne.

About inTouch

inTouch is at the forefront of providing integrated and culturally responsive services to women from migrant and refugee communities experiencing family violence. For over 40 years, we've championed the cause of our clients, helping more than 30,000 women, children and families to thrive despite the challenges they've faced. Our approach is unique and effective, thanks to our inLanguage, inCulture delivery model and our team's profound and personal understanding of cultural sensitivities and the migration journey.

inTouch is an equal opportunity employer and is committed to being an organisation that embraces a culture of equality, diversity and inclusion within our workforce and approach to service delivery. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people from diverse cultural and linguistic communities, people of all ages and LGBTIQA+ people.

About the Role 

The primary role of the Case Support Worker is to undertake a range of tasks that directly support the Services Team and the organisation in delivering high-quality, client-centered support to adult and child victim survivors of family violence. This includes maintaining accurate client associated administration such as records, coordinating referrals, managing correspondence, and assisting with data and reporting.

The Case Support Worker plays a critical role in ensuring the efficiency and effectiveness of service delivery by streamlining administrative processes, helping to build a comprehensive picture of client circumstances, and enabling the Services Team to focus on direct client support. The Case Support Worker acts as a key point of coordination within the team, liaising with internal and external stakeholders to facilitate timely access to support and resources for clients.

Key Responsibilities

Client support:

• Provide short-term case management support.

• Provide assistance with referrals and service navigation.

• Liaise with external stakeholders and maintain strong collaborative relationships.

• Support management of overall Team caseloads during staff absence.

Data, Reporting and Privacy

• Prepare and maintain appropriate, accurate and confidential client records including creating client files, and accurately documenting client referrals, brokerage and other administrative tasks completed on behalf of clients.

• Undertake data entry / data upkeep activities and other administrative duties as requested Stakeholder engagement.

• Develop effective working relationships with a wide range of internal and external stakeholders.

• Promote and provide a welcoming and safe environment for any clients, including children and young people, you interact with in the course of your work.

Stakeholder engagement

• Develop effective working relationships with a wide range of internal and external stakeholders.
• Promote and provide a welcoming and safe environment for any clients, including children and young people, you interact with in the course of your work.

The benefits of working with us? 

You'll be part of a mission-driven organisation that is making a tangible difference in the lives of women from migrant and refugee backgrounds, their families and their communities.

inTouch offers a supportive, diverse and dynamic work environment, where innovation, passion and resilience are at the heart of what we do. When you join inTouch, you can expect a range of benefits designed to foster your professional growth and ensure your overall wellbeing, including:

• A collaborative and nurturing team culture within a positive working environment, fostering mutual support, and continuous learning.

• Competitive salary plus packaging option.

• Hybrid - office /working from home model.

• 5 weeks Annual Leave.

• Ongoing training, career progression and professional development opportunities. 

• Comprehensive Employee Assistance Program. 

• Purchased leave option.

Key Selection Criteria:

• A foundational understanding of the drivers, dynamics and impact involved in working with women from a multicultural background, including intersectional factors impacting women and children affected by family violence.

• The ability to manage competing priorities in a busy team environment while maintaining attention to detail and accuracy.

• Strong organisational and administrative skills, including proficiency in record-keeping, data entry, and document preparation.

• Effective communication skills to liaise with clients, internal teams and external stakeholders professionally and sensitively.

• Demonstrated capacity or the ability to quickly learn and work with a range of databases, case management systems, and Microsoft Office applications.

• This role also requires a current driver’s licence, a valid ‘employment’ category Working with Children Check and successful completion of a pre-employment screening including a police and identity check.

• A foundational understanding and awareness of structural and social inequities which discriminate against people from culturally and linguistically diverse backgrounds (CALD), and particularly those with refugee and/or asylum-seeker backgrounds.

Desirable:

• Knowledge of the SHIP database.
• Highly proficient in spoken fluency and writing skills in a language other than English.

To be successful for the role you’ll also need: 

• Genuine commitment to social justice and to assisting migrant and refugee women and children.

• High ethical standards and values, ability to act with integrity and confidentiality.

• Ability to sensitively manage stakeholder relationships.

• A level of maturity and professional accomplishment and track record appropriate to the representational aspects of the role.

Ready to apply?

If this sounds like the role for you, please click apply through our website http://www.intouch.org.au/ Please note your application will not be considered unless you provide a cover letter responding to the key selection criteria (maximum 2 pages of text) and an updated Resume.

Reach out to [email protected] using the subject line: Case Support Worker enquiry via EthicalJobs if you require support to complete your application or adjustments based on your access needs.

All offers of employment are subject to satisfactory background checks including a National Police Check (including an international police check if resided continuously in an overseas country for 12 months or more in the last ten years), Working with Children Check, Reference checks, proof of eligibility to work in Australia and qualification checks.

In accordance with our Equal Opportunity Exemption (H326/2023), this position is open to applicants who identify as female only.

*Applications will be reviewed as they are received, and inTouch reserves the right to close the position prior to the advertised closing date if a suitable candidate is identified.