Senior Assistant Manager, Support and Care

This position provides direct care and support services in the form of critical incident management and intensive case management. It coordinates the communication and efforts amongst team members and stakeholders to resolve incidents and emergencies in a timely manner. The work ensures that the relevant processes and operations in relation to care and support are conducted in accordance with the University's policies and protocols.

The role also works collaboratively within a team of case managers to help implement care and support training and programmes as well as establish protocols and develop guidelines to ensure effective standards of care and support and alignment across NTU. It assists in the setting up of a case management and case record systems and data sharing, and in developing and implementing of training materials and tools for network users for the case management and case record systems.

Job Description:

1. Ensure efficiency and quality of care and support for the NTU Community.

• Manage critical incidents within a team to ensure that emergency interventions provided to employees, students, and NOK are well-coordinated.
• Put in place specialised case management and safety plans and implement them to ensure timely management of the cases and quick resolution.
• Coordinate follow-up care and support with internal and external stakeholders to ensure continuity of care.
• Capture and maintain care and support information, data, and records for analysis and reporting.
• Monitor support and care channels and respond promptly to queries.

2. Develop/enhance support and care networks to ensure needs of NTU community are met.

• Facilitate communications between schools/halls and University level offices in the management of cases.
• Assist in implementing regular communications with NTU stakeholders and external resources to facilitate case management and ensure seamless workflows, and to improve awareness and understanding of issues and concerns within the NTU caregiver network.
• Assist in the implementation of specialist training and development to enhance the community's competencies for care and support.
• Assist in the development and implementation of wellbeing services, volunteer programmes, and training programmes to enhance wellbeing capacity and capabilities in NTU.

3. Ensure that Effective Levels of Care for students and employees are met and standardised across NTU.

• Provide liaison and guidance to stakeholders in policies, procedures, guidelines, and templates to facilitate support and care processes.
• Set-up and maintenance of share points and share folders for stakeholders to provide access to wellbeing resources and information required to perform case management and outreach & engagement.
• Record and storage of data, data analysis as well as sharing and dissemination to NTU stakeholders to ensure the caregiving network in NTU can make informed decisions for support and care programmes and services for their own employee and student population.
• Assist in the University Wellbeing Office's (UWO) efforts in design and set-up of case records and management system for Wellbeing and for Accessible Education.
• Assist in the development of training tools and programmes and train NTU stakeholders in the use of the case record and management system.

Requirements:

Educational Qualification

• Minimally a bachelor's degree in any related field, preferably in psychology, counselling, or social work.

Knowledge Required

• Fluent with data collection and management. Knowledge of analytic methods, approaches, tools, and implementation will be advantageous.
• Proficient with Microsoft 365 and technological tools and information systems relevant in a university setting.
• Prior training in critical incident management and/or prevention will be advantageous.

Relevant Experience

• At least 6 to 8 years of experience working directly in care and support services, preferably in the tertiary education sector.
• Proven track record in care and support, case management and crisis management will be highly advantageous.
• A strong commitment and passion towards wellbeing and support.

Skills & Competencies

• Successful experience with stakeholder management - able to work with colleagues from different backgrounds and departments, as well as external stakeholders external of NTU. The candidate should be adept at balancing multiple priorities and driving alignment to achieve shared objectives.
• Excellent verbal and written communication skills, with the ability to convey information effectively and sensitively. This includes communication with internal and external stakeholders which may include stakeholders from overseas.

Other Personal Attributes

• A strong commitment and passion towards wellbeing and support.
• Excellent team player with a proactive approach to collaboration, openness to feedback, and a commitment to fostering a supportive and inclusive team atmosphere.

We regret that only shortlisted candidates will be notified.

Hiring Institution: NTU