Case Manager Field Operations

As a Case Manager Field Operations with our Asia Regional Service Centre, located in Bangkok, you will join our case management team to support refugee and humanitarian visa applicants with their medical assessment process and subsequent travel to Australia. You will be a member of a dedicated case management team acting as the central point of contact and co-ordination for refugee and humanitarian clients, ensuring that they receive superior client service and assistance with all aspects of the delivery of the Assisted Passage service. You will work in frequent field operations that support clients when they need to engage with Royal Thai Government agencies as part of refugee processing requirements.

You will ensure effective support, advice and information that is tailored to each client’s specific needs and delivered from the point of case activation until arrival in Australia. In all your interactions with our clients you will need to demonstrate awareness and consideration of the political, social, religious, and humanitarian considerations that impact them and their host locations.

The Opportunity:

• Client-Centric Approach: Foster strong relationships by delivering tailored solutions, ensuring effective client management and expectation setting throughout the case lifecycle, including critical milestones.

• Effective Communication & Decision-Making: Maintain clear, concise verbal and written communication tailored to target audiences, facilitating informed, timely decisions that consider relevant risks and constraints.

• Adaptability & Learning Agility: Demonstrate flexibility in adapting to new work structures and environments, while quickly assimilating and applying new information and policies.

• Compliance & Accountability: Ensure adherence to all relevant policies and procedures, holding yourself and others accountable for meeting commitments and maintaining compliance standards.

• Stakeholder & Supplier Collaboration: Coordinate with international organizations, government agencies, and third-party suppliers to provide tailored services, address service blockages, and manage regulatory requirements for clients.

• Proactive Support: Provide dedicated, in-person assistance to refugee clients, managing all aspects of their interaction with local authorities, from immigration procedures to departure logistics, while considering political, social, and cultural sensitivities.

What you’ll need to succeed:

• Extensive experience in case management, customer service, and service recovery in large organizations, particularly in administrative environments.

• Proven background working with medium to large NGOs in sectors such as International Development, Humanitarian Services, Refugee Resettlement, and Support Services.

• Familiarity with government protocols, including Royal Thai Government processes, and experience collaborating with agencies such as the Australian Government Department of Home Affairs, humanitarian service providers, and international organizations such as UNHCR and IOM.

• Competence in the use of Microsoft Office applications (Outlook, Excel, Word) and ability to quickly learn specialized tools like MoveMaestro.

• Proficiency in English and Thai, with additional language skills (Chin, Karen, Rohingya, Burmese, Dari, Hazaragi) being advantageous for working with diverse refugee populations.

• International work experience, cultural competence, and completion of relevant in-house training and competency assessments for managing global programs efficiently.