Senior Assistant Manager, Support and Care

Senior Assistant Manager, Support and Care (University Wellbeing Office)

Critical incidents cases are increasingly complex with the need to manage multiple stakeholders internally and externally including the Police, media, hospitals, Next-of-Kin (NOK), and MOE. With student numbers expected to increase significantly over the next 5 years due to the expansion of NTU's PGC programmes, this role is needed to ensure the critical incidents and high-risk cases (which may involve students and employees alike) are well managed with coordinated care and continuity in support.

The role will also play a key part in engaging and liaising with the support and care providers within schools and programmes on wellbeing outreach, consultation, support, case management and training matters. It will assist to develop and implement policies, procedures, standards and guidelines on the support and care particularly for PGC students to ensure that the effective and efficient care and support is provided.

Key Responsibilities:

Ensure efficient and high-quality support and care

• Manage critical incidents within a team to ensure that emergency interventions provided to students and employees are well-coordinated. 
• Put in place specialised case management and safety plans and implement them to ensure timely management of the cases and quick resolution.
• Coordinate follow-up care and support with internal and external stakeholders to ensure continuity of care.
• Capture and maintain care and support information, data, and records for analysis and reporting.
• Monitor support and care channels and respond promptly to queries.

Develop/enhance support and care networks

• Facilitate communications between schools/programmes and University level offices in the management of cases.
• Assist in implementing regular communications with NTU stakeholders and external resources to facilitate case management and ensure seamless workflows, and to improve awareness and understanding of issues and concerns within the NTU caregiver network.
• Assist in the implementation of specialist training and development to enhance the community's competencies for care and support towards PGC students.
• Work with the rest of the team to engage with schools and halls to conduct outreach and engagement to enhance wellbeing awareness, expand support services to PGC students, as well as foster a culture of empowerment and proactivity for prioritising wellbeing amongst role-holders.

Ensure and maintain Effective Levels of Care

• Assist in the development and implementation of any new policies, procedures and guidelines for support and care for PGC students.
• Provide liaison and guidance to stakeholders in policies, procedures, guidelines, and templates to facilitate support and care processes. 
• Assist in the collection, analysis, and dissemination of relevant data to NTU stakeholders to ensure the caregiving network in NTU can make informed decisions for support and care programmes and services for their own employee and student population.  

Requirements

Educational Qualification(s)

• Minimally a bachelor's degree in any related field, preferably in psychology, counselling, or social work.

Knowledge Required

• Fluent with data collection and management. Knowledge of analytic methods, approaches, tools, and implementation will be advantageous.
• Proficient with Microsoft 365 and technological tools and information systems relevant in a university setting.
• Prior training in critical incident management and/or prevention will be advantageous.

Relevant Experience

• At least 6 to 8 years of experience working directly in care and support services, preferably in the tertiary education sector.
• Proven track record in care and support, case management and crisis management will be highly advantageous.
• A strong commitment and passion towards wellbeing and support.

Skills & Competencies

• Successful experience with stakeholder management - able to work with colleagues from different backgrounds and departments, as well as stakeholders external to NTU.

Other Personal Attributes

• A strong commitment and passion towards wellbeing and support.
• Excellent team player with strong verbal and written communication skills.

We regret to inform that only shortlisted candidates will be notified.