Job Description

The Complex Case Manager provides intensive, client-led, culturally safe and culturally responsive case management to Aboriginal and Torres Strait Islander community members with complex AOD, homelessness, psychosocial, and wellbeing needs.

The role works in close partnership with North Richmond Community Health (NRCH)-including the AOD Outreach Team and the Medically Supervised Injecting Room (MSIR)-providing in reach and outreach support to community members who are:

- Accessing the MSIR
- Living in, or frequently present around, the North Richmond Housing Estate
- Engaged with NRCH services
- Seeking culturally safe support and pathways into AOD treatment, healthcare, and broader wrap-around services.

The role forms part of Ngwala's integrated service system alongside AOD programs, SEWB, Youth Services, the Aboriginal Homelessness Entry Point, and the Public Intoxication Response Program.

Complex Case Management

- Provide intensive, flexible, culturally safe and responsive AOD case management tailored to the needs of Aboriginal community members with multiple and complex needs.
- Undertake comprehensive assessments, case planning, review and goal setting.
- Provide in reach support within NRCH, MSIR, and other relevant services.

Partnership & Integrated Practice

- Work collaboratively with NRCH AOD Outreach Teams and MSIR staff, including participation in joint care planning and case conferencing.
- Build strong relationships with local services, community organisations, hospitals, emergency services, and other ACCOs.

Community Engagement

- Participate in targeted community engagement activities, including cultural events, yarning groups, and outreach events supported by Ngwala's community programs and Coffee Van.
- Support incentivised engagement approaches aligned with program guidelines.





Risk Assessment & Safety

- Conduct risk assessments related to substance use, homelessness, mental health, injecting practices, and environmental factors.
- Work with MSIR and outreach teams to support safe injecting and harm minimisation practices.

Administration & Compliance

- Maintain high-quality case notes, reporting, data collection, and compliance with funding requirements.
- Contribute to program evaluations, monitoring and improvements.

About the Employer

Ngwala Willumbong is a leading provider of culturally safe and effective support services for Aboriginal and Torres Strait Islander people. We are committed to supporting individuals affected by alcohol and other drug misuse, providing them with pathways to recovery through holistic and culturally appropriate rehabilitation programs.

About the Candidate

- Demonstrated experience in AOD, mental health, homelessness or related community services.
- Experience providing culturally safe and culturally responsive support to Aboriginal people.
- Understanding of harm minimisation, trauma-informed care, and strengths-based practice.
- Ability to work collaboratively in complex environments with multiple service partners.

Mandatory Requirements

- Current Victorian driver's licence
- National Police Certificate (not older than 3 months)
- Victorian Employment Working with Children Check

Work Environment

- Full Time role, Monday to Friday 9 AM to 5 PM
- Social and Community Services Level 4
- NFP Salary Packaging Benefits up to $15,900
- An opportunity to make a real difference in the lives of Aboriginal and Torres Strait Islander people.
- A supportive and culturally inclusive work environment.
- Ongoing career development and training., National

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