The Coordinated Client Support (CCS) Branch manages a range of programs and services to assist vulnerable clients to navigate DVA services and connect to supports to meet their wellbeing needs. Case management offered by CCS Branch is collectively referred to as the Client Support Program.

The Client Support Program (CSP) is a voluntary time limited case management program, which uses a clinical lens and trauma informed approach to support clients to meet their wellbeing needs. The program aims to streamline communication between clients, their families and DVA. Case management provides clients with a single or primary point of contact for all services within DVA and facilitates access to external support services.

The skills and case management experience of the Complex Case Manager (Clinical) will ensure consistency of the case management approach used in the Client Support Program.

Complex Case Managers (Clinical) will utilise their work history in case management settings, working with clients with mental health conditions, vulnerabilities and/or complex co-morbidities. They will be experienced in considering the social determinants of health and wellbeing, and using the domains of wellbeing identified in the DVA Wellbeing Model, apply this knowledge to all aspects of case management practice including case reviews.

Complex Case Managers (Clinical) work collaboratively with key stakeholders to achieve positive outcomes for clients and stakeholders, building and sustaining relationships with internal, external and inter-departmental stakeholders.

- Act as a primary point of contact to case manage clients and/or coordinate access to services for clients allocated through the intake system. Undertake a range of client assessments including intake assessments and risk assessments.
- Assist clients to access the required information and support services for their health, mental health, and medical needs.




- Escalate high risk and high profile issues through EL1 Senior Clinicians and/or EL1 Assistant Directors to senior leadership.
- Liaise with internal stakeholders across all DVA business areas to build strong relationships and streamline access to benefits and services for case coordinated clients identified as being at risk and/or with complex multiple needs.
- Liaise with ex-service organisations, community groups, and service providers to facilitate service provision to case coordinated clients identified as being at risk and/or with complex multiple needs and encourage informal support networks.
- Link clients to appropriate mental health and other services, such as Open Arms Veterans & Families Counselling.
- Undertake representational duties including group presentations to internal and external stakeholders as required. Undertake representational duties including group presentations to internal and external stakeholders as required.
- Provide advice and coaching support to Coordinated Client Support Branch colleagues and other DVA staff, as required, to assist in managing challenging client presentations and risk escalations.

- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance.



The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
- The successful candidate will be required obtain and maintain a Baseline Vetting (AGSVA) security clearance.

Mandatory Requirements

- Tertiary qualifications (Bachelor’s degree or higher) in a relevant health field including Nursing, Psychology, Occupational Therapy, or Social Work.
- At least 2 years of experience working as a case manager.

Desirable Requirements

- Registration with the Australian Health Practitioners Registration Agency (AHPRA), or eligibility for registration with the Australian Association of Social Workers (AASW).

This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds.

Take on a rewarding, diverse, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

📌 Complex Case Manager - Clinical (Australia)
🏢 Department of Veterans' Affairs
📍 Australia