Case Manager | Kaituitui - Virtual Services, Napier

We have multiple permanent opportunities in our Napier Virtual Services Unit.

Our Virtual Services Unit currently provides employment-focused, phone-based case management services.

Full-time, permanent | Monday to Friday

Start date : 5 January

Based in Napier

This is real work that changes lives — including your own.

Case Managers are the face of public service at the frontline.

You'll work with New Zealanders navigating challenging life situations, such as employment changes, housing transitions, or financial stress, and help connect them to the right support at the right time.

This is complex, high trust mahi.

You'll be making decisions that impact whanau and communities, balancing empathy and policy, speed and accuracy.

If you value people, process, and purpose, and can bring calm to complexity — this could be the role for you.

You'll put clients at the centre — listening deeply, responding with care, and helping people move forward in a way that works for them.

You'll bring a high level of personal integrity, initiative, and self-management.

You'll also need to be :

Fast and accurate with data entry

– getting the detail right matters.

Confident with technology

– navigating multiple systems and supporting clients to do the same.

Empathetic and professional

– able to hold space for real-life challenges while applying policy.

A clear communicator

– someone who can build trust, explain things simply, and make good decisions.

Adaptable and steady

– comfortable with change, high volumes, and problem-solving on the go.

A strong team player

– grounded, dependable, and collaborative.

Comfortable with numbers and detail

– able to complete complex calculations related to payments, dates, and entitlements.

A day in the life :

Supporting someone recently out of work to access income, training, or employment.

Helping a whanau explore housing options and coordinating follow-ups.

Encouraging digital self-service and building client confidence with online tools.

Managing a busy caseload across multiple systems while keeping accurate notes.

Referring clients to external providers and working collaboratively with others.

Meeting with your team to reflect, troubleshoot, and support each other.

What you'll be part of :

You'll join a public service organisation committed to manaaki tangata, manaaki whanau — helping New Zealanders to be safe, strong, and independent.

You'll deliver integrated support across income, housing, and employment — helping clients navigate life transitions and connect to the right services, at the right time.

You'll be part of a team that upholds public trust and lives our values : working with integrity, partnering for impact, and standing up for the people we serve.

In return, we'll give you :

A full induction and training plan.

Ongoing support from your peers and leaders.

Development opportunities and career pathways.

A role where your mahi directly contributes to stronger communities.

A competitive salary based on Band 4 ($69,519 – $84,041).

Appointments may be considered potentially up to the midpoint $76,779 depending on your relevant skills, experience and other factors.

Recruitment and Selection Details :

Recruitment and Selection process :

Shortlisted candidates will complete a short digital confidence skills test and in-person interview.

Applicants must hold New Zealand Citizenship, Permanent Residency or Australian Citizenship at time of application.

How to Apply | Me pehea te tuku tono

Click '

Apply Now

' to upload your current

CV

cover letter

, and complete the

online application form

As part of your application, you will also be asked to respond to two short questions (each with a

• character limit) :

Why do you believe you're the right person for this Case Manager role?

What skills and experiences will help you succeed?

Manaakitanga is about showing care, respect, and generosity.

How might you demonstrate this in your work as a Case Manager?

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