At Toll, we move the businesses that moves the world. Toll manages and delivers a range of services on behalf of the Australian Department of Home Affairs in order to support Refugee and Humanitarian Visa applicants with the medical assessment process and subsequent travel to Australia.
As a Case Management Associate in a Regional Service Centre, you will contribute to this by being a part of a dedicated case management team acting to support your case manager colleagues and their assigned customers ensuring that both colleagues and clients receive superior customer service and assistance with all parts of the Assisted Passage service and regional operations
You will ensure effective administrative support is provided to your colleagues including working directly with clients to support the management of services.
In all your interactions with our customers you will need to demonstrate awareness and consideration of the political, social, religious, and humanitarian considerations that impact them and their host locations.
This role is an entry level position into the Assisted Passage Portfolio, and we strive to graduate Case Management Associates to Case Manager roles.

Position Title: Case Management Associate
Division: Government & Defence
Location: Nairobi-Amman-Ankara-Bangkok
Country: Kenya:
Department: Managed Services - Assisted Passage
Reports to: Team Leader or Regional Manager

The primary responsibilities and decisions reside in these areas:
Customers
• Support Case Managers with administrative tasks as part of end-to-end case management.
• Communicate with clients and their families or approved advocates to ensure the service delivery component is understood.
• Proactive competent administration of service appointments, subcontractor activations, GOC reporting requirements and MoveMaestro file administration, including accurate and timely data entry
• An awareness and consideration of the political, religious, ethnic, and social sensitivities and factors that apply to customers and their host countries.

Case Management Team Onshore
• Work in close collaboration with Case Managers at the GOC to ensure travel to Australia can be booked in line with policy and arrival window requirements.

Suppliers & Stakeholders
• Support the activation and co-ordination of all application 3rd Party suppliers and vendors who provide Medical, Biometric, Accommodation and Transit Service to customers.

The primary accountabilities of the job are:
• Customer Focus: Develop and maintain strong relationships with clients by delivering customer-centric solutions. Ensure that each case is handled with empathy, professionalism, and a clear understanding of the client's unique needs.
• Communication Effectiveness: Construct verbal and written communication that is concise and appropriate for the audience. Maintain open lines of communication with internal teams and external stakeholders to ensure clear understanding and positive outcomes.
• Flexibility and Adaptability: Stay effective in a fast-paced environment where tasks and priorities may change frequently. Adapt to new work structures, processes, and cultures with ease.
• Learning Agility: Quickly assimilate and apply new job-related information. Continuously seek opportunities to grow and improve case management techniques and customer service.
• Situational Judgment: Assess and respond appropriately to workplace situations, ensuring that actions taken lead to positive outcomes. Demonstrate strong decision-making skills in managing diverse and complex cases.
• Accountability: Hold yourself and others accountable for meeting commitments and goals. Ensure that all case management activities align with organizational policies and client expectations.

• Policy Compliance: Strictly adhere to organizational policies and procedures to ensure consistency in service delivery and client interactions.

Additional Responsibilities:
• Case Coordination: Assist Case Managers in coordinating the services and resources needed for each client. This includes managing appointments, following up on case progression, and ensuring timely communication with all parties involved.
• Documentation and Reporting: Maintain accurate and timely documentation of client interactions, case updates, and any follow-up actions required. Prepare reports as needed for the Case Management team and other stakeholders.
• Client Advocacy: Act as an advocate for clients, ensuring their needs are heard and addressed appropriately. Collaborate with service providers and other team members to find solutions that support client well-being.
• Team Collaboration: Work closely with Case Managers and other departments to ensure seamless service delivery. Support the team in meeting project deadlines and delivering on key performance indicators.

KEY PERFORMANCE INDICATORS
Success in this role will be measured through a balance of quantitative and qualitative performance measures/KPIs that are aligned to the job group Key Result Areas which will form part of your annual objectives:

Putting the Customer First
Listen to customers and gain an understanding of their wider needs and their views on service quality. Consider these in making decisions which impact the customer to ensure they not only meet the customer's direct needs, but also enhance the total service experience.

Maximising Profitability and Return on Capital
Ensure achievement of results in own area, proactively managing process hand-offs between own activity and other areas to contribute to maximum profitability and quality results for the business.

Operational Excellence
Carry out core operational work and exercise significant judgement in non-standard situations to ensure the highest standards of safety and environmental sustainability, efficiency, and customer service.

Strategy & Capability
Plan and coordinate activities day-to-day/month-to-month to achieve results and standards expected. Ensure available resources are used effectively across teams.

Growth & Innovation
Identify and recommend innovations to improve work practices, equipment, or systems which would enhance service offerings to customers resulting in growth

Knowledge/Experience:
• Proven office administrative in case management or in a similar administrative role.
• Customer service experience in a large organisation, preferably in an administrative environment
• where service delivery and service recovery are central themes.
• Experience in medium to large sized organisations that deliver comparable services (e.g., Aid, Refugee Services.
• Ability to become accredited to Toll Transitions in-house case management training program. 

• Successful completion of relevant in-house Competency Assessments.
• Microsoft suite of products including Outlook, Excel, and Word.
• The ability to become technically proficient in MoveMaestro 

Eligibility
• You must meet our employment suitability requirements.
• You must be able to Live and Work Legally in Kenya

Essential attributes for this position are:
• A desire to service the customer and to put their needs first.
• Excellent communicator who flourishes in a fast-paced environment.
• Be exceptionally well organised and methodical in approach to service delivery.
• Ability to sustain high levels of customer service and productivity when under pressure from clients and customers.

 SYSTEMS ACCESS
• MoveMaestro
• Travel Management System
• Server – Drives and SharePoint
• TFMS

How to Apply
Interested in this Vacancy? Send your application to [email protected]
The application should consist of cover letter, 1 page selection criteria write up and a Resume.