Published on:

June 20, 2022

About the Role

We have multiple casual vacancies suited for those looking for flexible rostering on a casual employment basis. These roles are ideal for those studying across diverse fields, including behavioural science, arts and humanities, computer science, law or criminology. They are also well suited for talented people looking for a career change and keen to delve into the world of cyber security, scam response and identity protection.

Case Managers are the first point of contact for clients engaging IDCARE who need immediate advice and support in responding to crimes. Successful candidates will respond to community members over the phone and online from across Australia, New Zealand and beyond. Case Managers also play an important role in our digital response, response system testing and monitoring of communication channels and systems. You will develop an amazing knowledge of our response system, the workings of business and government, and our individual rights.

Case Managers engage with individuals in assessing identity and device risks, formulating tailored responses plans, and providing direct support in an empathetic and practical way. The positions are entry-level and for the first six months will involve on-going training and development needed to become a qualified IDCARE Identity & Cyber Security Case Manager. Aspects of this development program may require continuous training periods and travel. These will be negotiated with successful candidates in advance given the casual nature of the role.

To be a highly effective IDCARE Case Manager you will need to be:

  • An excellent communicator and a person who can work well within a crisis situation;
  • Competent in communicating with diverse audiences in a manner that is empathetic, caring and directly beneficial to people in need;
  • Able to think on your feet and critically analyse risk factors;
  • A quick decision maker with the ability to handle pressure and record key information attributes;
  • Able to work independently as well as part of a multidisciplinary team; and
  • Able to demonstrate strong ethics and integrity in representing our services and maintaining our values.

IDCARE operates extended business hours from Monday to Friday 8am to 5pm AWST. This role may require some evening and weekend work via on-call arrangements, which are acknowledged and remunerated accordingly.

Benefits and Perks

IDCARE offers staff the opportunity to make a global difference locally. Historically around one in ten community members to engage IDCARE's specialist national service reside in Western Australia (WA). Extending into Perth our awarding-winning National Case Management Centre is an exciting and strategic investment by IDCARE in bringing to WA a premiere cyber security capability and supporting the local economy.

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.

Skills and Attribute Requirements (Must have)

  • Excellent written and verbal communication skills;
  • Studying towards a degree within a relevant discipline and/or pre-existing customer service experience;
  • The ability to work very efficiently with competing priorities under time constraints;
  • The ability to distil information and capture and communicate key facts and attributes accurately;
  • An ability to handle personal, commercial and sensitive information.

All candidates will be subject to a police background, working with children and organisational suitability check. Referees may be engaged at any stage of the recruitment process.

In your response In your response send a one page Statement that addresses the skills and attribute requirements. Also indicate in this Statement preferred hours and days you would ideally like in this role (IDCARE hours are from Monday to Friday 8am to 5pm AWST).

Our recruitment process commences with a response to this advertisement. From here a blend of telephone and face to face interviews will be extended to shortlisted candidates. Don’t stress, this process is as much about you feeling comfortable about us as it is about IDCARE finding the right people.

For more information about IDCARE please visit idcare.org.

Please note that any questions about these roles can be asked upon application with the Recruitment Officer if shortlisted. Questions or engagements via other channels will not be responded to. Due to the volume of candidates expressing interest in working with IDCARE, we cannot commit to providing personalised feedback on your application.

Your application will include the following questions:

  • Do you have customer service experience?

CONTACT US

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.   

Get help
ONLINE FORM

Submit a web request

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Call our AUSTRALIAn
NATIONAL CASE MANAGEMENT CENTRE

1800 595 160

Mon - Fri: 8am - 5pm AEST

QLD: 07 3555 5900
ACT & NSW: 02 8999 3356
VIC: 03 7018 2366
NT, SA & WA08 7078 7741

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call our NEW ZEALAND
NATIONAL CASE MANAGEMENT CENTRE

0800 121 068

Mon - Fri: 10am - 7pm NZST

AKL: 09 884 4440