Senior Social Worker/Case Manager

Overview The Senior Social Worker / Case Manager plays a pivotal role in leading the triage and assessment functions for the National Anti-Violence and Sexual Harassment Helpline (NAVH). He/She oversees and guides the team to ensure smooth functioning and service delivery of NAVH and is responsible for operational oversight. The role involves conducting advanced risk assessment, overseeing the handling of complex cases, and collaborating with stakeholders to ensure high-quality and client-centric service delivery. He/She also provides supervision, coaching and operational guidance to junior staff, helping to build team capabilities and maintain service standards. This role requires strong leadership, sound decision-making, and a deep understanding of community resources and service systems. Triage and Assessment Guide shift supervisors in overseeing the triage and evaluation of incoming enquiries to ensure appropriate prioritisation Lead the triage and assessment of high-risk and complex cases Monitor and ensure timely and accurate triage and service delivery by team members in alignment with Standard Operating Procedures (SOPs) and service standards Provide secondary consultations and triage support for complex assessments initiated by junior staff Provide oversight on high-risk, complex or sensitive cases, ensuring alignment with organisations standards and SOPs Stakeholder Engagement and Collaboration Build and sustain strong and effective working relationships with stakeholders Serve as a senior point of contact for stakeholder engagement and management Support team members in navigating stakeholder dynamics Actively identify and address service coordination issues or barriers between the NAVH and stakeholders, escalating where necessary to drive systemic improvements Facilitate cross-sector collaboration to build mutual understanding of the NAVH\'s roles and manage expectations across the social service sector Maintain up-to-date knowledge of stakeholders\' processes and services to ensure appropriate and informed collaboration Operational Oversight and Management Provide oversight of daily operations and ensure operational readiness Act as the primary point of escalation and contact for critical, complex and time-sensitive matters Conduct regular case checks across teams Maintain oversight and adherence to internal workflows, SOPs and response timeframes across the teams Ensure compliance with reporting requirements Identify recurring gaps or issues in operational processes, recommend operational improvements and escalate to senior leadership when required Supervision and Team Leadership Provide supervision, coaching and mentoring to junior team members Provide real-time support to team members during complex shifts or high-volume periods Lead group supervision and reflective sessions for team members Oversee the onboarding and training of new staff Identify support needs or practice gaps and escalate to senior leadership where appropriate Collaborate with senior leadership to implement new SOPs and ensure team members are supported during transitions Qualification & Skills Degree in Social Work or Degree with a Graduate Diploma in Social Work or a relevant degree in Social Sciences or related discipline(s) (e.g. psychology) from an accredited institution Other Information Relevant Experience At least 4 to 5 years of relevant experience Accreditation as a Registered Social Worker with the Singapore Association of Social Workers would be an advantage Competencies Willingness to work outside office hours, where required Effective oral and written communication skills Detail-oriented, with the ability to handle multiple priorities in a fast-paced and high-volume environment Excellent documentation and administrative skills Advanced knowledge of community resources and social service systems Advanced analytical and critical thinking skills Ability to remain calm and professional when managing sensitive or crisis situations Proactive in taking initiative to resolve issues Culturally sensitive with an understanding of trauma-informed practices Strong leadership skills Only shortlisted candidates will be notified. Referrals increase your chances of interviewing at Montfort Care by 2x Get notified about new Senior Social Worker jobs in Singapore . #J-18808-Ljbffr