Published on:

March 17, 2023

About the role

You will work within our National Case Management Centre alongside frontline triage staff, case managers, social workers, counsellors and technical support staff. Frontline Responders are the first point of contact for clients engaging IDCARE where you will provide initial remediation strategies to mitigate risk. Case Managers engage with individuals in assessing broader risks, formulating tailored response plans, and providing direct response support. Our Case Management team provide essential support to victims of cybercrimes, scams and identity theft that’s empathetic, practical and confidential. Our clients are members of the community and business owners across Australia, New Zealand and beyond who are engaged via telephone and digital engagement channels.


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


IDCARE offers staff the opportunity to make a difference locally on the Sunshine Coast. We are a young and vibrant organisation with a supporting culture and talent program.  Our talent and mentorship programs allow staff to feel empowered to grow and learn, without feeling overwhelmed.

So, if you’re keen to learn, grow our knowledge and be part of a very special team that make a tangible different every day we encourage you to apply.

Skills and Attribute Requirements

To be highly effective within our team you will need:

• Excellent verbal communication skills and be able to confidentially steer and navigate individuals in crisis

• An ability to think on your feet and critically analyse risk factors

• To possess quick decision-making skills with the ability to handle pressure

• To listen and act on feedback professionally

• To be able to work very efficiently with competing priorities under time constraints

• An ability to work independently as well as part of a multidisciplinary team

• Demonstrate strong ethics and integrity in representing our services and maintaining values

• An ability to handle personal, commercial and sensitive information

• Proficiency with technology and Microsoft 365

• Call Centre / Customer Service experience (highly desirable)

• Completion or near-completion of an undergraduate degree within a relevant discipline (highly desirable)

• Must have a working with children check, including police background check (this will be facilitated if needed, but is a mandatory role requirement)

To apply, send the following to

• A one-page letter that introduces yourself, how you are suited to the role, and the availability you have (i.e. hours and preferred days);

• A short resume, including at least two referees, one of whom must be a current or former direct supervisor


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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