• Status: full-time, ongoing; 38 hours per week 
• Monday – Friday; 8.30am to 4.36pm
• Classification: Level 5, Social, Community, Home Care & Disability Services Award 
• Additional Benefits:
  • Five weeks annual leave
  • Salary sacrifice up to $18,550 per annum
  • Access to Employee Assistance Program
  • Annual flu injection.

Family Emergency Accommodation Townsville Inc. (FEAT) is a long-standing member of the Townsville community and homelessness sector. We have been operating since 1978 and have received government funding for over 40 years.

FEAT’s mission is to:

• Advocate for affordable housing in the Townsville region
• Provide a timely response to families who are experiencing housing crisis
• Work with families to identify their needs to achieve long-term sustainable housing.

FEAT’s guiding values and principles

We listen and respond to the needs of individuals incorporating these core values and principles:

• Hope and fairness
• Inclusion, diversity, equity and access
• Responsive and flexible service delivery
• Dignity, respect and rights-based approach
• Families, staff, our community and others in our sector
• Compassion, empathy and non-judgemental practice.

Position Objective

The Senior Case Manager is responsible for the overall management of housing and homelessness service delivery responses at FEAT. This includes supporting the case management team by managing and triaging client responses, developing and delivering client training and managing a number of complex client cases.

The role is responsible for supporting quality practice improvement, including service delivery improvements, under the direction of the Program Manager.

The Program Manager maintains responsibility for supervision and line management to the case management team. As a senior member of the team, this role will support and deliver a visible demonstration of FEAT’s values in practice through day-to-day client service work and in their interactions with colleagues and stakeholders.

Organisational Relationships: The Senior Case Manager operates under the supervision and direction of the Program Manager and within the guidelines and policies set by the FEAT Management Committee.

Mandatory Requirements & Qualifications

• Current Queensland A Class Driver’s License
• Suitability Card from the Commission for Children and Young People
• Tertiary qualifications (or equivalent) in human services, psychology or social work with a minimum of 3 years’ experience in the housing/homelessness, child protection or domestic and family violence sectors.

Essential Skills & Attributes

• Demonstrated high level trauma informed practice framework that responds compassionately and individually to the complex needs of families experiencing homelessness. Includes the ability to triage and assess risk in a calm, professional manner within a busy, dynamic and high-pressured crisis service delivery environment.
• Demonstrated high level skills supporting colleagues in developing practice responses for clients with complex and multifaceted needs.
• Demonstrated ability to develop and deliver training to diverse client groups.
• High level, demonstrated understanding of the complexities of family homelessness, including the intersectionality with domestic and family violence, child protection and client wellbeing.
• Culturally safe and sensitive practice skills when working with First Nations Australians.
• Demonstrated and well-established connections to the range of local networks that support responses to families who are experiencing homelessness.
• Demonstrated high level written, verbal and interpersonal communication skills using a range of mediums, including the ability to use contemporary technology such as Microsoft Teams and Zoom. The successful candidate must have high level written communication skills suitable for a range of diverse audiences.

Principal Responsibilities

• Manage FEAT’s Centre Based intake and assessment responses, including providing guidance to Case Management team members as required. Responses required include responsive and appropriate risk and needs assessment, crisis intervention, information, referral and advocacy and provision of financial assistance to families who are homeless or at risk of homelessness.
• Develop and deliver training to tenants in FEAT’s Crisis Accommodation Program and for other clients referred into FEAT’s Mobile Outreach support program. This will include coordinating and working with other co-facilitators (FEAT Case Managers and external providers where appropriate).
• Manage a complex case load with sensitivity and provide non-therapeutic responses that incorporate the needs families experiencing homelessness, including assessing and responding to child protection and domestic and family violence concerns. This includes coordination/participation in stakeholder meetings as required.
• Represent FEAT in relevant networks and events, advocate for the needs of homeless families and contribute to local solutions for homelessness families. 
• Prepare and maintain high level, appropriate and accurate records of client case work, including recording statistical data that meets FEAT’s standards and the Queensland and Australian governments’ funding requirements.
• Prepare monthly management reports.
• Contribute to quality practice improvement, including contributing to practice manuals and policy and procedure development.
• Participate as an active senior member of the staff team; undertake professional development opportunities; attend regular supervision sessions and annual performance appraisals with the Program Manager.
• Attend meetings training and take the lead on projects that align to the values, mission and objectives of FEAT.
• Perform other duties as directed by the Program Manager or the General Manager.