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Identity & Cyber Security Case Manager

About IDCARE

Identity Care Australia and New Zealand (IDCARE) is Australia’s national identity and cyber support community service. In addition to providing community members, small businesses, and organisations with specialist client care where personal, account and credential information is compromised, our organisation also produces insightful data and intelligence products to enhance Australia’s cybercrime response resilience.

IDCARE is an office-based work environment, operating extended business hours Monday to Friday from 7am to 7pm AEST.

About the role

As an Identity and Cyber Security Case Manager, you’ll play a vital role in reducing harm for individuals affected by identity and cyber-related vulnerabilities. You’ll work across intake, client treatment, and aftercare functions, providing person-centred support that empowers clients to regain confidence and build resilience.

This is a dynamic, primarily telephone-based role, that requires strong communication skills, critical thinking, and a commitment to ethical and professional standards.

This position is office-based working from our Birtinya head office as part of our National Case Management Centre and alongside our experienced case managers, Cyberpsychology Responders and Technical Response team.

The primary purpose of this role is to reduce the risk that our clients will experience harm resulting from identity and cyber security related vulnerabilities, develop corrective strategies, and to advocate for individuals to regain their confidence, feel empowered, and build resilience. As a Case Manager you will engage with individuals to undertake risk assessments, formulate tailored response plans, and provide direct response support services and scam awareness education.

This position is suitable for entry-level candidates seeking a casual role (minimum expected availability of 25 hours per week).

Key responsibilities include:

Deliver high quality support primary via phone, ensuring a responsive and empathetic experience for every client.
Apply a person-centred approach to client engagements, demonstrating empathy and clear communication.
Assess individual risk factors and provide accurate, tailored response options.
Translate complex or technical concepts into clear, accessible language for a diverse audience.
Consistently meet quality and quantity KPIs for client interactions and follow up.
Uphold strict standards of impartiality and confidentiality in all client and stakeholder interactions.

About you

You are people focused with a strong foundation in customer service and a genuine drive to deliver exceptional support. You may be studying or have an interest in Psychology, Counselling, Social Work, or Cyber Security. What sets you apart is your ability to connect with others, your curiosity to learn, and your commitment to making a positive impact.

Skills, experience, qualifications

Exceptional verbal and written communication skills.
Ability to support individuals in crisis with empathy and professionalism.
Strong analytical, problem-solving, and decision-making skills.
Ability to work independently and collaboratively within a multidisciplinary team.
A commitment to ethical conduct, continuous learning, and respectful workplace culture.

Eligibility

This opportunity is open to Australian permanent residents and citizens.

The successful candidate is required to return a positive national police check and hold a current working with children check. These checks will be facilitated by IDCARE for the successful candidate.

Ready to apply?

Submit your current resume (of no more than 2 pages) and a cover letter outlining your interest in the role and how your experience aligns with the position.

For more information about IDCARE please visit www.idcare.org.

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