Hdc Service Case Manager
1 week ago
Looking for two experienced Case Managers to join a leading non for profit organisation based in Auckland CBD**Your new company**
Work for one of the world's leading independent non for profit organisations. Our company provides reactive and proactive online safety advice, support and education to everyone in New Zealand.
We have some of the strongest relationships in the sector and collaborate with government, law enforcement, industry, academics and community organisations in NZ, and internationally, to achieve the best outcomes for internet users.
**Your new role**
Provide those who have been affected by harmful digital communications with quick and effective means of redress as defined by the Harmful Digital Communications Act (HDCA) 2015. To assess, investigate and resolve HDCA complaints through a process of advice, negotiation, mediation, and persuasion.
- Assess complaints about harm caused by digital communication in accordance with the Harmful Digital Communications Act.
- Provide technical and practical expertise and advice to all parties to a Harmful Digital Communications case
- Use negotiation, mediation and persuasion (as appropriate) to resolve complaints through a range of resolution options.
- Assess risk and vulnerability and make appropriate referrals to manage both.
- Contribute to achieving the Ministry of Justice service level metrics.
- Maintain a high customer service standard.
- Keep online safety knowledge up to date.
- Work collaboratively with the wider team to achieve strategic priorities.
- Other duties as directed by the HDC Services Manager.
- Work over a seven-day roster pattern, which can include evening, weekend, public holiday shifts and a requirement to be on call on a roster basis. Generally you will work a Saturday/Sunday once a month and one late shift (until 8pm) once a fortnight. This can be done at home. You must be available to cover shifts when required.
**What you'll need to succeed**
- Tertiary qualification in a related field Demonstrable experience in dispute resolution
- A good understanding of technology and the internet
- Demonstrable experience of following process & procedures
- Effective prioritization skills
- Excellent written and verbal communication skills in English
- Clean criminal history
- Available to work a roster over seven days.
Desirable
- Advanced technical skills
- Experience of managing the risk & vulnerability of service users
- Knowledge of the law and relevant legislation
- Written and verbal communication skills in Te Reo or other languages
- Case management experience
**What you'll get in return**:
- Subsidised health insurance
- Competitive base salary
- Opportunity to progress within the company
- Opportunity to work with a company who make a difference to peoples lives
- Full time hours
- Auckland CBD
- 3 days WFH
**What you need to do now**
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #2605906
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