CARE HUB SPECIALIST

• Make a Difference – Support employees through person-centred, trauma-informed care.
• Drive Continuous Improvement – Lead initiatives that enhance Care Hub services and processes.
• Collaborate and Grow – Work with global teams and develop expertise in case management.

ABOUT THE ROLE:

The Care Hub Specialist reports to the Care Hub Regional Manager and plays a key role in delivering case management services. This includes providing essential case management under the guidance of a Support Partner or Regional Manager, ensuring a person-centred and trauma-informed approach.

ADDITIONAL RESPONSIBILITIES INCLUDE:

• Managing the Care Hub general query process, inbox, and calendar.
• Upholding document control governance.
• Coordinating team training, learning sessions, and stakeholder engagement events.
  This role offers valuable experience in case management and opportunities to develop skills for future growth within the Care Hub.

KEY RESPONSIBILITIES:

• Manage cases with supervision, applying a person-centred, trauma-informed approach.
• Provide guidance and wellbeing support for cases not requiring BCO-managed resolution.
• Oversee the Care Hub general query process, ensuring timely responses and coordination with SMEs.
• Support team routines and scheduling to ensure availability and participation.
• Assist in organising training and learning sessions for continuous team development.
• Lead document control governance, ensuring accuracy, confidentiality, and compliance.
• Drive continuous improvement projects and process refinement initiatives.
• Monitor compliance controls to maintain Care Hub standards.
• Collaborate with internal groups to align Care Hub efforts across the organisation.
• Coordinate stakeholder engagement activities, including events and roadshows.
• Act as a myVoice Ambassador, supporting awareness campaigns and presenting at key forums.