Manager

COMPANY DESCRIPTION

Montfort Care is a vibrant workplace with a supportive culture where collaboration and camaraderie thrive. Our teams are highly cooperative, and colleagues genuinely care for each other. We celebrate diversity and innovation, united by our three core values: Dare to be Different, Teamwork, and CHIONG!

Expect a dynamic and fast-paced environment, as we are in an exciting phase of growth. Success here requires adaptability, agility, and the ability to navigate complexity. Our people stay with us because they find a strong sense of purpose and community, enjoying the opportunity to make a tangible difference in people's lives.

We offer a flexible work environment that values the importance of personal and professional growth. With plenty of opportunities for continuous learning and development, Montfort Care is an ideal place for those who want to grow their careers while contributing to meaningful change.

Join us to be part of an amazing team that’s dedicated to making a difference and having fun while doing that!

RESPONSIBILITIES

The Manager plays a pivotal role in maintaining operational oversight for the National Anti-Violence and Sexual Harassment Helpline (NAVH). He/She oversees and guides the team to ensure smooth functioning and service delivery of the NAVH, while ensuring adherence to established protocols and standards. The role involves leading the triage and assessment functions for complex and high-risk cases, and close collaboration with stakeholders to ensure high-quality and client-centric service delivery. He/She provides coaching and supervision to junior staff to build capabilities and maintain service quality. This role requires strong leadership, sound decision-making, and a deep understanding of community resources and service systems.

Triage and Assessment

• Guide shift supervisors in overseeing the triage of incoming enquiries to ensure appropriate prioritisation
• Lead the triage and assessment of high-risk and complex cases
• Provide secondary consultations and triage support for complex assessments initiated by junior staff
• Provide oversight on high-risk and complex cases, ensuring alignment with organisations standards and Standard Operating Procedures (SOPs)

Stakeholder Engagement and Collaboration

• Build and sustain strong and effective working relationships with stakeholders
• Serve as a senior point of contact for stakeholder engagement and facilitate cross-sector collaboration between the NAVH and social service sector
• Support team members in navigating stakeholder dynamics
• Identify opportunities to strengthen collaboration between the NAVH and stakeholders
• Maintain up-to-date knowledge of stakeholders’ processes and services to ensure appropriate and informed collaboration 

Operational Oversight and Management

• Provide oversight of daily operations and ensure operational readiness
• Act as the primary point of escalation and contact for critical matters
• Conduct regular case checks across teams
• Maintain oversight and adherence to internal workflows, SOPs and service standards across the teams
• Ensure compliance with reporting requirements
• Monitor and enhance operational processes to implement effective solutions for sustained success

Supervision and Team Leadership

• Provide supervision, coaching and mentoring to junior team members
• Provide overarching support to teams during shifts
• Lead group supervision for team members
• Oversee the onboarding and training of new staff
• Monitor and enhance practice by engaging senior leadership to drive continuous improvement and alignment with organisational goals

QUALIFICATIONS

• Degree in Social Work or Degree with a Graduate Diploma in Social Work or a relevant degree in Social Sciences or related discipline(s) (e.g. psychology) from an accredited institution