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

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 low intensity case management; or supporting medium - high intensity case management by 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.

KEY RESPONSIBILITIES

Case Coordination and Service Delivery

1. Collaborate with Family and Children Services team to outwork contractual requirements of Family Support Services and Reconnect to ensure all Key Performance Indicators outlined achieved.
2. Independently support low intensity clients; and support the journey of medium-high intensity clients with support of wider FCS team.
3. Establish and maintain effective and respectful rapport and communication with clients using a trauma informed, strengths based, client centred, culturally centred;
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) using designated Melaleuca tool and track the progress of the client to ensure progressive outcomes and a timely and appropriate exit;
6. 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. Provide leadership and guidance to Bicultural Support Workers and Melaleuca Volunteers to collaboratively provide high quality services to clients; 9. 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; 10. Participate in after-hours client events.

Internal and external collaboration and engagement

1. Develop referral networks and build strong collaborative networks locally and nationally to facilitate positive client outcomes;
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;
2. Actively participate in regular formal supervision with Management Team;
3. Maintain 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 funding bodies;
4. In collaboration with Manager 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;

SKILLS, KNOWLEDGE, EXPERIENCE, QUALIFICATIONS AND/OR TRAINING ESSENTIAL:

1.  Diploma Community Services 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 simple 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. Be part of an on-call system, where on a rotating basis responsibility is taken for a week at a time during out of hours to respond to urgent client needs;
9. Police Clearance
10. Current Working with Children Check Card – Ochre Card;
11. Current unrestricted Driver’s License
12. First Aid Certificate

DESIRABLE:

1. Knowledge and experience working with CaLD populations;
2. Knowledge of local services;
3. Experience using translating and interpreting services

A position description is attached.