RSL Victroria leads, represents and provides services to 275 + Sub - branches across the state and currently has over 200,000 members. The RSL through our dedicated staff and volunteers provides assistance to past and present personnel when in need with a range of financial, program and support services.

The Call Centre & Case Manager position is based within the Veteran Services arm of the organisation, which is funded entirely through initiatives such as the Poppy Appeal and ANZAC Day Appeal, as well as other donations and bequests from the community.

Working within the Mission, Values and Objectives of the Returned & Services League (RSL) Victorian Branch, the major responsibilities of the role include:

1. In line with RSL Victoria’s strategic goals, help veterans and their families achieve wellness, resilience, and autonomy.
2. Focus on support in our seven areas of veteran mental health and wellbeing: housing, employment, education and skills, finance and income, health, recognition and respect, social support and connection.
3. Assist in the management and supervision of the Victorian Veteran Services Call Centre staff (including staff at Regional Hubs).
4. Provide best practice case management services.
5. Provide risk and complexity assessment of clients as required

About the role

• Assist in the management and supervision of the Victoria Veteran Services Call Centre staff (including staff at Regional Hubs)
• Manage day to day activities of the centre and conduct impact assessments of Veteran enquiries
• Provide best practice case management services
• Interact with and keep track of Veterans progress
• In line with RSL Victoria's strategic goals, help Veterans and their families achieve wellness, resilience  and autonomy
• Focus on support in our seven areas of Veteran mental health and wellbeing, housing, employment, education and skills, finance and income, health, recognition and respect, social support and connection
• Accurately record case management queries and details
• Provide risk and complexity assessment of clients as required.
• Provide the highest level of care  to all Veterans
• Identify any trends in Veteran calls and report back to Health and Wellbeing team
• Maintain knowledge of all available services to Veterans via RSL networks, Dept of Veteran Affairs and broader community social services
• Maintain relationships in Veteran Services team and external providers
• Provide regular reports to Health and Wellbeing Manager including areas for improvement or potential risks
• Initially a 2 year contract but could lead to a permanent position

About you

• Tertiary qualifications in Social Work or a mental health discipline.
• Eligibility for registration with the Australian Association of Social Workers (AASW) or Australian Health Practitioners Registration Authority (AHPRA) as a Psychologist or Occupational Therapist.
• Experience in the provision of psychosocial case management services.
• Experience or demonstrated interest in working with veterans and their families.
• Previous experience in case management
• Previous experience in a call centre considered an advantage
• Excellent customer/client service focus
• Have the ability to prioritise your workload and have excellent time management skills
• Enjoy being part of a passionate hard working team
• Previous data base experience
• Working knowledge of Microsoft - office 365
• Have previous experience within the social services sector
• Previous experience within the military or Veteran services sector  considered an advantage 
• Possess excellent communication skills, written and verbal

Any queries regarding this exciting opportunity can be directed to Lesley on 0438 984 591.