Published on:

February 24, 2022

About the role

We need talented team players who anticipate and respond to risks, know what responses are available, and can effectively communicate with people in crisis. Your primary aim is to reduce the risk that our clients will experience harm resulting from cyber security vulnerabilities, that corrective strategies are developed, and to advocate for individuals to regain their confidence, feel empowered, and build resilience.

The successful candidate will gain opportunities to refine and apply their skills via telephone and digital client engagement channels. Training and development will be provided, where you will be mentored, trained and supported to deliver the best care possible to community members that require our expert support. To be an effective Identity & Cyber Security Case Manager and provide Digital Treatment at IDCARE you need to be:

  • Able to demonstrate strong verbal and written communication skills
  • Person-centred, with a genuine desire to want to make a difference
  • Able to think on your feet and critically analyse risk factors
  • A quick decision maker with the ability to handle pressure
  • Able to work independently as well as part of a multidisciplinary team
  • Able to talk about technology to the uninitiated

If you've had experience in working within call centre teams, assisted someone who has experienced crime, or even had to advocate on behalf of someone who has had to navigate business or government, then you may have what it takes.

IDCARE operates extended business hours from Monday to Friday 8am to 5pm AEST. In addition, some evening and weekend work opportunities may also present in peak demand periods (such as in response to data breaches).

Benefits and Perks

IDCARE offers staff the opportunity to make a global difference locally on the Sunshine Coast. We are a young and vibrant organisation with a supporting culture and talent program. The nature of our work means we must keep abreast of the latest criminal methods and response requirements. Our talent and mentorship programs allow staff to feel empowered to grow and learn, without feeling overwhelmed. That's not to say employment with IDCARE is without its challenges - every day we are challenged. So if you're keen to learn, grow with our knowledge and needs, and be part of a very special team that makes a tangible difference every day we encourage you to apply.

For those studying towards their degree completion, you may also be eligible for IDCARE's Employee Education Support Program, including a financial contribution towards the successful completion of your study.

Skills and Attribute Requirements (Must have)

  • At least three years experience in a client service support role with direct client engagement;
  • Successfully completed or working towards completion of behavioural sciences, criminology, law or computer science qualification;
  • The ability to problem solve and juggle competing priorities and needs;
  • The ability to think laterally, work with individuals and organisations from all backgrounds and industries, and have excellent verbal and written communication skills;
  • The ability to work in a supporting and caring team environment;
  • A demonstrated ability to handle personal and sensitive information;
  • Must have a working with children check, including police background check (this will be facilitated if needed, but is a mandatory role requirement).

Desirable Qualities (Nice to have)

  • Knowledge and experience in working with organisations in a crisis response environment.
  • Knowledge and experience in working with individuals that have experienced crimes.


IDCARE is here to provide you with specialist support and guidance when faced with a cyber and identity related issue. Contact one of our Identity & Cyber Security Case Managers to learn more about our Support Services and how we can help you.   

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