Case Manager Residential Subsidy at Ministry of Social Development

, Northland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

84041.0

Posted On

20 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data entry, Customer service, Policy application, Decision making, Communication, Problem solving, Numerical accuracy, Conflict resolution, Resilience, Emotional maturity, Professionalism, Time management, Collaboration, Attention to detail

Industry

Government Administration

Description

Case Manager – Residential Subsidy Unit Permanent | Full Time positions – 37.5 hours per week Whangārei based – Monday to Friday Excellent career development opportunities Centralised Services vision is to make a critical difference for New Zealanders by taking a client centered and innovative approach to centralised services in a digital world. We consist of eight business units, across multiple locations, providing product and processing support to New Zealanders. Our approach is to leverage and share capability, where practical, across our various locations to effectively and efficiently meet client demand As a Te Tiriti o Waitangi partner, we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations. Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are. About the role | Mō te tūnga This is a specialised Case Manager role within the public service, based in a closed office environment. The role involves working with complex information and making high trust decisions that can significantly impact clients, whānau, and communities. You’ll apply policy, sound judgement, and empathy to challenging situations, often involving sensitive or complex circumstances which will include dealing with clients, their families, lawyers and accountants. This is skilled mahi that requires accuracy, professionalism, and the ability to remain calm when navigating complexity. If you value people, process, and purpose, and are motivated to develop deep expertise over time, this role may be right for you. As part of a shared team responsibility, Case Managers provide support via the telephone helpline as required, but usually entails being rostered on one day per week between the hours of 8am and 5pm. This work involves managing phone based interactions with clients who may be distressed or seeking clarity on complex matters, and requires resilience, emotional maturity, and clear communication. We are committed to developing our people and offer a comprehensive and intensive training programme. Training is largely classroom based and initially for one year, with ongoing learning as you grow in the role, with full capability developing over several years. This role is suited to individuals who are serious about committing to long term learning and building a career in a specialised public service environment.What you’ll need to succeed | Ko tō āhua Fast and accurate with data entry – getting the detail right matters. Confident with technology – navigating multiple systems and supporting clients to do the same. Empathetic and professional – able to hold space for real-life challenges while applying policy. A clear communicator – someone who can build trust, explain things simply, and make good decisions. Adaptable and steady – comfortable with change, high volumes, and problem-solving on the go. A strong team player – grounded, dependable, and collaborative. Comfortable with numbers and detail – able to complete complex calculations related to payments, dates, and entitlements. What's in it for you | Nōu te rourou A positive work environment and trusted culture where we support each other to achieve excellent outcomes for clients. Accident insurance coverage for MSD staff. Capability development framework to support career aspirations. Staff discount on Southern Cross Health Insurance. Practical wellbeing support, including an Employee Assistance Programme. Position Description | He Whakaahuatanga Tūnga Please take some time to read and understand the following position description before applying: Case Manager Residential Subsidy position description Recruitment and selection details: Applications close: Tuesday, 28th April 2026 Recruitment and Selection process: Shortlisted candidates will complete a short online video assessment and digital confidence skills test. Candidates who are successful at this stage will progress to an in-person Interview. Applicants must hold New Zealand Citizenship, Permanent Residency or Australian Citizenship at time of application. Salary | Utu-ā-tau: $69,519.00 - $84,041.00 How to apply | Me pēhea te tuku tono To apply, click the 'Apply Now' button to upload your CV and complete the online application form. You do not need to submit a cover letter. Instead, you’ll be asked to respond to two short questions as part of the application form (each with a 1500-character limit): Why do you believe you’re the right person for this Case Manager role? What skills and experiences will help you succeed? Describe a time when you had to manage complex or sensitive queries from clients and their families, as well as external professionals such as lawyers or accountants? How did you remain resilient, communicate effectively via phone or email, and ensure a positive outcome despite the challenges? All applications must be made online. If this is not possible or if you have any queries, please contact us at jobs@msd.govt.nz Internal MSD Employees – please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate. Joining us | Ko te hono mai Joining MSD means being part of a whānau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations. If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.

Responsibilities

The Case Manager is responsible for managing complex residential subsidy information and making high-trust decisions that impact clients and their families. They also provide support via a telephone helpline, handling sensitive queries with empathy and professional judgment.