Case Manager Townsville Multicultural Support Group INC.


POSITION                   Case Manager

PROGRAM                Humanitarian Settlement Program (HSP)


Hourly rate $35 – $45 + 11% super


Statements included in this description are intended to reflect, in general, the duties and responsibilities of this position and are not intended to be interpreted as all-inclusive. The Case Manager is required to carry out all duties in accordance with the HSP subcontract with Multicultural  Australia Ltd (MA) and that of the Department of Home Affairs), whilst upholding the Vision, Philosophy, Mission, and policies and procedures of TMSG Inc. and to act at all times with integrity and professionalism.

GOAL: To be a member of the HSP Service Team under the direction of the HSP Manager for the delivery of the requirements of the TMSG HSP subcontract with MA in relation to case management support services. HSP support services are mandated by the requirements of the Department of Home Affairs.

REPORTS TO: HSP Manager on a daily basis. 



  • A Case Manager must have, as a minimum, the following qualifications: Bachelor of Social Work and Bachelor of Psychological Services or an equivalent alternative qualification.
  • Demonstrated high-level experience working with individuals and families from diverse and humanitarian backgrounds and understanding the issues confronted by clients and the barriers within systems.
  • An ability to assess clients’ needs and document a succinct, clear case management plan that includes referrals to external networks.
  • Demonstrated ability to manage high expectations of clientele, which may exceed the contract requirements.
  • High-level written and verbal English communication skills – necessary as a team member and effective professional relationships with external service providers.
  • Demonstrated capacity to work according to clear contract timelines, service claims, evidence requirements, and the HSP subcontract recording systems (failure to meet these requirements that results in financial abatements against TMSG could result in disciplinary action).
  • Computer literacy, including proficiency in the Microsoft suite of products.

Mandatory Certifications / Registrations 

  • Blue Card
  • Police Check
  • Eligibility for registration with a Professional Association (e.g. AASW)
  • Driver’s License


  • Supporting the HSP arrivals according to HSP guidelines without assuming responsibility for delivery of all services and being strategic in referrals to external services.


  • To ensure that all newly arrived HSP clients/ Specialised and Intensive Services clients are fully assessed of their needs and are delivered HSP services in accordance with HSP claim points and referred to other TMSG and external services to meet the Client needs that fall outside of HSP contract requirements.
  • To actively facilitate referrals for service support to external settlement services and generalist services for the purpose of ensuring client growth in independence and in restricting work levels in line with claims criteria.
  • To ensure all services are provided sensitively and efficiently and meet the Key Performance Indicators as required under the HSP contract.
  • To maintain administrative, procedural, and compliance requirements of all work associated with case records, work allocations to Support Workers, calendars, and TMSG information systems (in required timeframes) that inform reporting and planning requirements of the HSP contract and TMSG organization.
  • To work strictly according to TMSG and HSP case management guidelines and timelines in relation to claims information processes.
  • Participate in identifying, developing, and implementing quality and service improvement activities that continually improve client care and enhance the delivery of services.
  • To remain up to date with all recording systems of HSP and TMSG.
  • To maintain good working relationships with relevant service providers.
  • To maintain communication with the HSP Manager on the progress of clients and any emerging needs of the client groups.
  • To contribute to TMSG team meetings and HSP scheduled case meetings.
  • To provide evidence to the HSP Manager and TMSG community development workers that will contribute to Local Area Collaborative planning of regional service delivery and regular HSP six-month report.
  • To be available for a rostered after-hours phone contact according to TMSG / HSP policies and procedures.
  • To accept any task considered reasonable within the TMSG framework by the HSP Manager and /or CEO. 


  • Forward a current resume and a maximum two-page cover letter addressing the knowledge and experience requirement as outlined above to [email protected]. Applications close COB on the 5th of  November, 2023. 




Townsville Multicultural Support Group INC.

Job Salary

Full time