POSITION DESCRIPTION – TEAM MEMBER
Position Title
Case Manager, Family Support
Department
Regional Services – South
QLD
Location
Brisbane North
Direct/Indirect Reports
0
Reports to
Senior Regional Services Manager,
Brisbane
Date Revised
April 2014
 Position Level Descriptor
An individual at the Team Member level is accountable for their own performance and contributes to team
performance. People at the Team Member level do not have any people reporting to them on a day to day
basis.
 Position Summary
The Sandcastles program provides in-home support to young families with children up to 18 years of age,
and parents between 15 to 24 years of age. The aim is to assist parents and carers with a range of different
parenting skills over a three-month period using Strengths based case work principles.
The Sandcastles Family Support Service aims to improve the wellbeing and safety of children and their
families, help preserve families and prevent entry or re-entry to the statutory Child Protection System. The
Service follows an early intervention and prevention framework and provides support to families through a
range of personal support, family and child support and developmental program activities. The Service aims
to enable families to be part of the community and delivers practical support, and advocacy that include
specific planned programs/activities to support families and their children on their path towards
empowerment, interdependence, stability and independence.
 Position Responsibilities
Key Responsibilities
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Provide case management to families referred into the program through counselling / personal support,
referral (assistance with accessing other services and local community) and practical support.
Develop comprehensive and appropriate case management plans for each family, which details
achievable goals showing a pathway to moving forward.
Actively contribute to and value add to the broader strategic planning process within area of
responsibility.
In collaboration with Senior Regional Services Manager and Senior Case Manager, develop and achieve
implementation plans, policies and procedures, which are consistent with strategic directives.
Collaborate with the team as required to contribute to the planning and design of new initiatives to
facilitate continuous improvement.
Develop effective organisational performance measurements in consultation with the Senior Regional
Services Manager and Senior Case Manager.
Monitor and report on performance against organisational goals to ensure a fit between the unit’s
activities and strategic outcomes.
Ensure delivery on agreed programs and initiatives within negotiated timeframes, budget constraints and
quality standards.
Develop and maintain mutually beneficial relationships with clients, family contacts, referral agencies and
the general community through effective liaison and communication.
Position description
Template authorised by: Janice Murphy, National Recruitment Manager
Date: July 2011
www.redcross.org.au
page 1 of 3
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Communicate with the broader community through a variety of mechanisms including public speaking,
media and presentations.
Ensure the timely delivery of comprehensive reports, proposals, briefs and other correspondence
relating to the program.
Participate in relevant learning and development activities throughout the year to maintain professional
expertise for this role.
Conduct all duties as required by the Senior Regional Services Manager and the Executive Director.
 Position Selection Criteria
Technical Competencies
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Well developed communication, negotiation and interpersonal skills at all levels to build rapport and
establish positive and constructive relationships with clients, other staff and stakeholders including
liaising with vulnerable families and those from diverse backgrounds.
Demonstrated ability to work independently and as part of a high performing team
Demonstrated ability to analyse complex problems and develop innovative and achievable solutions.
Demonstrated experience in coordinating children/family related programs/projects, with experience in
development and implementation of strategic plans.
Demonstrated experience working with children and ‘at risk’ families.
Demonstrated knowledge of strengths based case management practices.
Demonstrated time management and organisation skills to ensure individual and team targets (KPI's)
are met.
Demonstrated commitment to constant improvement processes, including evaluation and review.
Demonstrated experience working with young people with complex and multiple needs.
Knowledge or experience in child protection issues including mandatory reporting.
Basic proficiency in MS Office or similar software and experience using databases.
Qualifications/Licenses
 Tertiary qualifications in early childhood, children’s services, social work, community services or human
services and/or a related field.
 A current driver’s licence.
 Working with Children Blue Card or the ability to hold one.
Behavioural Capabilities
 MODEL | Demonstrate Care and Commitment | Demonstrates the Seven Fundamental Principles
of the Red Cross Movement: Humanity, Impartiality, Neutrality, Independence, Voluntary Service,
Unity and Universality
Actively demonstrates behaviours consistent with Red Cross Fundamental Principles | Assists others
within the framework of Red Cross goals and Fundamental Principles | Shares skills and encourages
clients to learn | Acts as a practical resource to vulnerable people | Identifies and addresses needs,
issues and concerns of clients | Consistently demonstrates behaviours in accordance with the Red Cross
Code of Conduct
 THINK | Investigate, Analyse and Make Decisions | Seeks information and analyses evidence and
data to make decisions
Asks the right questions to get information | Checks data for relevancy, accuracy and completeness |
Gathers data to diagnose a problem | Makes evidence-based decisions
Position description
Australian Red Cross
Template authorised by: Janice Murphy, National Recruitment Manager
Date: July 2011
page 2 of 3
 ACHIEVE | Evaluate and Improve | Evaluates processes or programs to drive continuous
improvement
Addresses current opportunities or challenges to improve efficiency and effectiveness | Monitors own
performance to meet expectations | Evaluates processes to identify continuous improvement
opportunities
 COLLABORATE | Teamwork and Collaboration | Works with others to achieve shared goals
Collaborates with team members to achieve shared outcomes | Actively participates in team decision
making | Contributes to team outcomes | Demonstrates an understanding of the links between personal
goals, team goals and organisational goals | Consistently participates in team building activities |
Demonstrates effective team behaviours such as respect, integrity, honesty, trust and support
 COLLABORATE | Engage and Influence others | Demonstrates appropriate engaging and
influencing skills aligned with Red Cross objectives
Establishes contact with others in response to specific needs | Builds relationships with external parties
as required | Presents a point of view in a constructive and objective manner | Makes a strong positive
personal impression on others
 General Conditions
All Red Cross staff and volunteers are required to:
 Adhere to the 7 fundamental principles of Red Cross:
Humanity | Impartiality | Neutrality | Independence | Voluntary Service | Unity | Universality
 Act at all times in accordance with the Australian Red Cross Code of Conduct and Child Protection Code
of Conduct
 Comply with the Work Health and Safety management system
 Demonstrate skill, knowledge and behaviour to work with Aboriginal and Torres Strait Islander people in a
culturally respectful way
 Undertake a police check prior to commencement and every 3 years thereafter
 Support a child safe organisation by undertaking screening for suitability to work with children, youth and
vulnerable people and to comply with relevant state/territory legislative requirements
 Assist the organisation on occasion, in times of national, state or local emergencies or major disasters
Position description
Australian Red Cross
Template authorised by: Janice Murphy, National Recruitment Manager
Date: July 2011
page 3 of 3