• Fixed term - Two year contract
• 0.6 FTE or 0.8 FTE

Position Objective

The Manager, Client Support Services is a key leadership role at MIC, responsible for overseeing complex casework across our Settlement, Aged Care, and Family Violence/Sexual Violence programs. This role is central to enhancing casework practices, leading staff development initiatives, and providing supervision and guidance to the casework team. The role will have primary responsibility to ensure MIC has an integrated Intake Process, manage client feedback and responsibility to ensure there are mechanisms to measure impact and outcomes for all client related services.

The ideal candidate will bring a strong background in casework management, a demonstrated ability to mentor and support staff, and a deep commitment to delivering high-quality, client-centred services. This position will focus on equipping staff with the skills, knowledge, and tools necessary to provide consistent and effective casework across all programs.

Key Responsibilities:

• Lead the development and implementation of a centralised intake system.
• Establish consistent, best-practice approaches to casework across programs.
• Deliver training and coaching on case notes, data collection, client-centred goal setting, referrals, and use of evaluation tools.
• Oversee the implementation and analysis of client survey evaluations to inform continuous service improvement.
• Provide regular staff supervision, including one-on-one support (particularly for critical incidents) and group supervision sessions.

Key Responsibilities - working closely with the other Program Managers

A) Casework Management

• Oversee complex casework across settlement, aged care, and family violence programs, ensuring high standards of service delivery.
• Provide expert guidance and support to staff managing high-risk or complex client cases.
• Collaborate with external service providers and stakeholders to ensure integrated, client-centred support.

B) Improvement of Casework Practices

• Review and refine casework policies, procedures, and tools to promote best practice and consistency across all programs.
• Monitor the quality of casework through regular audits, feedback mechanisms, and structured case reviews.
• Lead the implementation of innovative and culturally responsive approaches to case management that align with MIC’s strategic goals and client needs.
• Ensure all client-related work complies with relevant legislation, standards, and regulatory requirements.

C) Staff Supervision and Development

• Provide regular supervision and mentoring for casework staff, including one-on-one sessions (particularly for critical incidents) and group supervision.
• Foster a culture of continuous learning, accountability, and reflective practice.
• Identify professional development needs and coordinate appropriate internal and external training opportunities.
• Conduct annual performance appraisals and provide ongoing feedback to support staff development and wellbeing.

D) Centralised Intake and Client Management

• Lead the development, implementation, and oversight of a centralised intake and case management system for all client services across the organisation.
• Ensure consistent and effective intake, triage, and referral processes that support timely and appropriate service access.
• Monitor the system’s performance and address gaps to ensure operational efficiency and client satisfaction.

E) Client Feedback, Policy Review, and Continuous Improvement

• Oversee the design and implementation of client satisfaction surveys and other feedback tools across all programs.
• Analyse client feedback to identify trends, address concerns, and inform service improvement initiatives.
• Develop a culture of continuous improvement and ensure the client outcomes and impact are measured and reviewed.
• Prepare regular reports for the Board, CEO, Managers, and funders, including clear action plans based on client feedback and evaluation outcomes.
• Lead the review of policies and procedures to ensure they remain current, compliant, and aligned with client needs and legal obligations.

F) Program Development and Reporting

• Contribute to the development of new programs and services to meet the emerging needs of MIC’s diverse client base.
• Ensure accurate and timely compliance with all funding, contractual, and reporting requirements.
• Maintain up-to-date documentation and data systems to support transparency and accountability across services.
• Oversee the Feedback and Complaints process for all programs, ensuring appropriate resolution and escalation as needed.

Selection Criteria

Qualifications and Experience

• Minimum of five years’ experience in casework management, particularly in settlement services and/or family violence programs.
• Relevant tertiary qualifications (mandatory) in social work, psychology, or a related field.
• Experience supervising and mentoring staff in casework or similar environment.

Skills and Knowledge

• Strong understanding of the settlement and family violence service sectors, including relevant legislation and best practices.
• Proven ability to manage complex cases and provide expert guidance to staff.
• Excellent communication, leadership, and problem-solving skills.
• An understanding of the Multi Agency Risk Assessment Management (MARAM) Framework, Family Violence Information Sharing Scheme and Child Safety Information Sharing Scheme.
• An understanding of Child Safety and how this applies in the context of providing settlement services.
• Sound administrative and written skills, including developing and monitoring a teamwork plan.
• Ability to effectively use Microsoft Office programs.
• A current Victorian Driver’s License.

Personal Attributes

• Commitment to social justice, equity, and culturally responsive practice.
• Strong interpersonal skills with the ability to build trust and rapport with diverse teams and clients.
• Resilience and the ability to work effectively under pressure.

Conditions of Employment

• Part-time position, 3 to 4 days per week.
• Flexible working arrangements may be negotiated.
• Employment is subject to a satisfactory Police Check and Working with Children Check.

Position dimensions

• The position reports to the Migrant Information Centre (Eastern Melbourne) CEO and be a member of the Leadership Team.
• Work in co-operation with staff and volunteers of the MIC.
• Manage and effectively implement project objectives as stated in the agreement between Migrant Information Centre (Eastern Melbourne) and the Department of Home Affairs.
• Successful candidates will need to produce a clear and current Police Check and Working with Children Check.

How to Apply

Please click "Apply now" to submit your application. 

For further information about the role, please contact [email protected] using the subject line: Manager Client Support Services enquiry via EthicalJobs providing details of queries, contact number or email address.

Kindly note all queries will be responded only after the 5 May 2025. We encourage all candidates to contact via email first.

Kindly note the first interviews will be held with suitable candidates only before the closing date on receipt of the application.

A position description is attached.