Published on:

June 20, 2022

About the Role

Full-time or Part-time (Job Share) / Perth-based

We have a vacancy for an experienced Team Leader to drive the establishment and operation of our IDCARE National Case Management Centre team in Perth. The position is full-time, but if we find two highly suitable candidates that wish to work part-time, we can accommodate this working arrangement as well.

IDCARE's National Case Management Centre is responsible for the first point of contact for clients engaging our service who need immediate advice and support in responding to crimes. The successful candidate(s) will need to lead a team of specialist Case Managers who engage community members over the phone and online from across Australia, New Zealand and beyond. Our National Case Management Centre also plays an important role in our digital response, response system testing and monitoring of communication channels and systems. You and your team will develop an amazing knowledge of our response system, the workings of business and government, and our individual rights. As a Team Leader you are also required to “get on the tools” to continue to grow and maintain your skills and knowledge.

The first six months will involve on-going training and development needed to become a qualified IDCARE Identity & Cyber Security Case Manager and Team Leader. Aspects of this development program will require continuous training periods and travel (including to IDCARE's national headquarters on Queensland's Sunshine Coast).  

The ideal candidate will have team leader experience, including experience in rostering, assessing individual performance, and demonstrating leadership in a client management environment. Candidates with qualifications in behavioural science, arts and humanities, computer science, law or criminology will be looked upon favourably.

To be a highly effective IDCARE Team Leader you will need to be:

  • A leader by example who can manage staff performance and provide clear guidance, direction and support;
  • 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 well with peers and receive and act upon guidance and direction from managers; 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 lead and develop a 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;
  • Completion of a degree within a relevant discipline and pre-existing customer service leadership experience in directly managing staff and performing office administration;
  • 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 send a one page statement that addresses the skills and attribute requirements. In this statement indicate whether your preference is for a part-time or full-time positions, and if part-time, your preferred days and hours.

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

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.


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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