(QB-802) Case and Service Coordinator

(QB-802) Case and Service Coordinator

31 Aug
Melaleuca Australia

31 Aug

Melaleuca Australia


Melaleuca Australia (Melaleuca) provides a range of services to people from refugee and migrant backgrounds who are newly arriving into the Northern Territory. These services include Settlement Services, Family and Children Services, Health Support, Counselling, and Youth services.


The role of the Case and Services Coordinator is to ensure the provision of high quality, settlement support to clients from humanitarian or culturally and linguistically diverse (CaLD) backgrounds who are settling into the Northern Territory. The role involves taking the lead in case management, linking clients to essential services, and working collaboratively to ensure positive client outcomes.

The position implements,

monitors and reviews service provision to clients, manages resources and associated reporting, and networks with stakeholders and other service providers to maximise outcomes for clients.

This position works in line with the Vision, Mission and Values of Melaleuca Australia to keep client goals at the centre of our service delivery; and in line with the Signs of Safety model and Safe & Together model.

The role may be required to work across several funded programs within Melaleuca included, but not limited to the Humanitarian Settlement Program (HSP); Settlement and Engagement Transition Services (SETS); Family Support Services (FSS), and Reconnect youth services.

KEY RESPONSIBILITIES Case Coordination and Service Delivery

1. Collaborate with Family and Children Services Support Workers to outwork contractual requirements to ensure all Key Performance Indicators outlined in Activity Work Plan are achieved.

2. Establish and maintain effective rapport and communication with clients using a Trauma Informed Approach to ensure trust and professional relationship is built; Melaleuca Mission,

Vision and Values are observed; and recovery goals achieved (where relevant);

3. Always work respectfully with all families being mindful of the cultural and social influences that each family may present. Actively practice Cultural Humility with every client.

4. Coordinate Case Management (Intake, Assessment, Planning, Implementation, Monitoring and Exit) for clients assigned by Management Team in accordance with Melaleuca Values, Safe & Together model and Signs of Safety Model.

5. Develop and implement Case Management Plans (CMP) tracking the progress of the client to ensure progressive outcomes and a timely and appropriate exit;


Ensure the client receives appropriate support to realise the goals of their CMP including linkages to internal and external support services including internal and external referrals to specialist services where complex needs are identified or clients are at risk including domestic violence; disabilities etc.;

7. Establishes workload priorities effectively and monitor’s workflow in line with allocated caseload. Initiative internal or external planned Case Reviews to ensure integrated client support;

8. Collaborate with colleagues to facilitate client group activities to meet funded deliverables;

9. Provide leadership and guidance to Support Workers and Melaleuca Volunteers to collaboratively provide high quality services to clients;

10. Be part of an on-call system where on a rotating basis, responsibility is taken for a week at a time to be available for out of hours urgent client needs;

11. Participate in after-hours client events.

Internal and external collaboration and engagement


Develop referral networks and build strong collaborative networks to facilitate positive client outcomes. This includes national and local network meetings; SSN; Government Department forums etc.;
2. Represent Melaleuca Australia positively with other service providers to facilitate positive outcomes for mutual clients;
3. Engage with community leaders for leadership development, general support, and relationship building;
4. Participate in community events for the promotion of Melaleuca Australia to ensure wider provision of services to vulnerable communities.

Administration and Reporting

1. Influence and contribute to the development of best practice systems to support high standards of service delivery, contractual compliance, and continuous quality improvement;

Actively participates in regular formal supervision with Management Team and actively participate in the supervision of any students as required;
3. Maintains accurate record keeping in line with organisation standards across several platforms including HSP Portal; DEX Portal; Community Database Solutions; and internal spreadsheets as required by Department of Home Affairs and Social Services;
4. In collaboration with Manager Health and Services Standards, compile reports for funding bodies;
5. Report critical incidents to Management Team to ensure effective strategies are deployed;

Organisational Maintenance

1. Contribute to Melaleuca culture by outworking the outlined Vision, Mission and Values;
2. Ensure regulatory compliance to Work Health and Safety in accordance with Melaleuca policies and procedures;
3. Attend essential professional development,

and actively look for opportunities to undertake optional courses for ongoing development;
4. Work collaboratively and cooperatively within the Melaleuca team contributing to a positive workplace environment, and approaching any grievance with the guidance of internal policy;
5. Attend internal meetings, team building, client events, forums etc. where relevant;
6. Support and promote a work environment that is free from discrimination, harassment, and bullying;
7. Refrain from engagement in any activities that may be offensive, humiliating, uncomfortable for; or derogatory towards other staff or the community.


1.Bachelor of Social Work, OR similar

2. Considerable experience and knowledge around facilitating complex services within community services that generate positive individual outcomes; 3.

Demonstrated skills in application of Case Management;

4. Ability to work within a compliance framework;

5. Ability to network, partner and maintain collaboration with external agents; 6. Excellent written and verbal communication skills; and demonstrated interpersonal skills;

7. The ability to work autonomously (be self-motivated, flexible and demonstrate initiative) to meet funded targets;

8. Police Clearance

9. Current Working with Children Check Card – Ochre Card;

10. Current unrestricted Driver’s License

11. First Aid Certificate


1. Knowledge and experience working with CaLD populations;

2. Knowledge of local services;

3. Experience using translating and interpreting services


- We embrace diversity and inclusion and contribute to making a real difference in the lives of our clients and the community we live in.
- Be part of a highly supportive and friendly team environment
- Access to an Employee Assistance Program for you and your family
- Regular supervision
- Salary packaging
- Wellbeing activities for employees.


If this role is of genuine interest, your application will need to include:

- A copy of your current resume; and
- A covering letter addressing the key points outlined above and your relevant experience.

Please email your application to: [email protected]

Previous applicants need not apply

The original job offer can be found in Kit Job:

Subscribe to this job alert:
Enter Your E-mail address to receive the latest job offers for: (qb-802) case and service coordinator

Reply to this offer

Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.

Subscribe to this job alert:
Enter Your E-mail address to receive the latest job offers for: (qb-802) case and service coordinator