Case Manager (Phone-Based) | Kaituitui - Based in Napier

Case Manager (Phone‑Based) – Kaituitui, Napier Full‑time, permanent | Monday to Friday Start date: 27 October 2026 This is real work that changes lives — including your own. As a Case Manager in the Phone‑Based Unit located in Napier, you will engage directly with individuals and whānau across Aotearoa over the phone or via email to provide employment services, financial support and housing assistance. You’ll help clients achieve their goals by connecting them with the right services and creating tailored plans that work for them. This is complex, high‑trust mahi. You’ll make decisions that impact whānau and communities, balancing empathy and policy, speed, and accuracy. If you value people, process, and purpose, and can bring calm to complexity, this could be the role for you. Responsibilities Support individuals recently out of work to access employment, income support and training. Help whānau explore housing options and coordinate follow‑ups. Encourage digital self‑service and build client confidence with online tools. Manage a busy caseload across multiple systems while maintaining accurate notes. Refer clients to external providers and work collaboratively with partners. Meet with your team to reflect, troubleshoot and support each other. Qualifications Fast and accurate with data entry – attention to detail is essential. Confident with technology – navigate multiple systems and support clients to use them. Empathetic and professional – hold space for real‑life challenges while applying policy. Clear communicator – build trust, explain simply, and make good decisions. Adaptable and steady – comfortable with change, high volumes, and problem‑solving on the go. Strong team player – dependable, collaborative and grounded. Comfort with numbers and detail – perform complex calculations related to payments, dates and entitlements. High personal integrity, initiative and self‑management. Benefits Full induction and training plan. Ongoing support from peers and leaders. Development opportunities and career pathways. Role that directly contributes to stronger communities. Competitive salary based on Band 4 ($69,159 – $84,041). #J-18808-Ljbffr