Identity & Cyber Security Case Manager (Sunshine Coast & Brisbane)

Identity Care Australia and Recent Zealand (IDCARE) is Australia’s national identity and cyber support community service. In addition to providing community members, small businesses, and organisations with specialist client care where personal, account and credential information is compromised, we produce insightful data and intelligence products to enhance Australia’s cybercrime response resilience.

IDCARE is an office-based work environment, operating extended business hours across our network of locations Monday to Friday from 7am to 7pm AEST.

The primary purpose of the Case Manager role is to support our clients to navigate reducing risks and harm as a result of identity and cyber security related vulnerabilities, develop corrective strategies, and to advocate for impacted clients to regain their confidence, feel empowered, and build resilience. The role works across intake and assessment, client treatment, and aftercare functions.

This is a dynamic, primarily telephone-based role, that requires strong communication skills, critical thinking, and a commitment to providing person-centred support.

This position is available from two locations:

Our Birtinya, Sunshine Coast head office,



providing support to our individual clients as part of our National Case Management Centre working alongside our experienced Case Managers, Cyberpsychology Responders and Technical Response team; and

Our Bowen Hills, Brisbane office, providing support to our small business clients as part of our Cyber Security Clinic team.

As a Case Manager you will engage with individuals to undertake risk assessments, formulate tailored response plans, and provide direct response support services and scam awareness education.

This position is suitable for entry-level candidates seeking a casual role (minimum expected availability of 25 hours per week).

Key responsibilities include:

Deliver high quality support primarily via phone, ensuring a responsive and empathetic experience for every client.

Apply a person-centred approach to client engagements, demonstrating empathy and clear communication.

Assess individual risk factors and provide accurate, tailored response options.

Translate complex or technical concepts into clear, accessible language for a diverse audience.

Consistently meet quality and quantity KPIs for client interactions and follow up.

Uphold strict standards of impartiality and confidentiality in all client and stakeholder interactions.

About you

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📌 Identity & Cyber Security Case Manager (Sunshine Coast & Brisbane)
🏢 IDCare
📍 Sunshine