Senior Case Manager

University of New South Wales – Sydney NSW 2d ago , from University of New South Wales Employment Type: Full Time (35 hours per week) Remuneration: Level 8: From $127,351+ 17% superannuation + leave loading Location: Kensington, NSW (Hybrid) About UNSW UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 20 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place. Why Your Role Matters Conduct & Integrity (CANDI) supports UNSW by ensuring that the principles of respect and integrity underpin the pursuit of knowledge. We manage matters relating to student misconduct, complaints, research integrity, and serious wrongdoing, ensuring that concerns are assessed and resolved fairly, consistently and in line with legislative, regulatory and institutional obligations. CANDI plays a central role in supporting a safe and respectful University community by providing expert advice, undertaking robust investigations, and working closely with staff and students to strengthen ethical decision‑making across the University. The Senior Case Manager is responsible for managing complex and sensitive matters within CANDI in line with the University’s policies and procedures. This includes handling complaints and allegations that may: be made by or about students, come from members of the public, or relate to breaches of the University’s Code of Conduct and Values This position plays a key role in ensuring that such matters are assessed, investigated and resolved fairly, consistently and in accordance with established processes. The Senior Case Manager is expected to exercise sound judgment, manage risk, and engage effectively with a range of stakeholders — including staff, students, researchers, and external parties — while handling often sensitive or high‑stakes issues. This role carries a particular focus on the University’s prevention and response obligations relating to gender‑based violence. In line with the National Higher Education Code to Prevent and Respond to Gender‑based Violence, the Senior Case Manager plays a critical part in ensuring UNSW provides safe, trauma‑informed, and procedurally fair pathways for students and staff affected by sexual harm, interpersonal violence and related misconduct. The role is primarily assigned to either the Research Integrity Team or the Student Conduct and Integrity Team within CANDI and reports to the relevant Manager. However, to support operational needs and ensure balanced workloads across the office, the Senior Case Manager may be temporarily redeployed to the other team from time to time. Responsibilities Sound understanding of, and ability to apply, the University’s Code of Conduct and Values, policies and procedures related to complaints and allegations of misconduct. Case management of complaints and allegations of misconduct, particularly those of a serious nature. This involves collecting and interpreting evidence, interviewing (in person and online), drafting correspondence, advising stakeholders, recommending outcomes, preparing reports, providing secretariat support for relevant committees, making inquiries, and maintaining up‑to‑date records and files in relation to each case. Interpreting and applying complex policy and procedures in relation to the management and investigation of complaints and allegations of misconduct and ensuring that UNSW meets its obligations under relevant national and international integrity frameworks, funding agreements, laws and regulations. Carry out investigations into serious conduct concerns, including disclosures and allegations related to gender‑based violence. This involves coordinating immediate and longer‑term safety and support responses in partnership with specialist internal and external services, and ensuring culturally safe, survivor‑centred engagement. Identify emerging patterns or systemic concerns, particularly those relating to student safety, wellbeing, and gender‑based violence, and provide evidence‑based recommendations for organisational improvement or remediation. Provide exceptional, client‑centred service when responding to complaints and enquiries, ensuring all parties are treated with respect, timely communication is maintained, and information is delivered clearly and compassionately. Assist in the review and development of UNSW’s policies and procedures and drafting of feedback on the development and/or review of relevant NSW and Commonwealth legislation relating to complaints and allegations misconduct. Coach and assist other CANDI staff in best practice case management and in their management of complaints, as needed. Provide research‑led advice and leadership in designing and implementing programs and initiatives to promote ethical decision making at UNSW. Advice and support Faculty, School and Division staff to ensure consistent application of the University’s policies and procedures on managing complaints and allegations of misconduct. This includes developing and delivering training on best practice management of complaints and allegations of misconduct. Using superior interpersonal skills to build and maintain effective working relationships with key internal and external stakeholders. Proactively advise, influence, and contribute to CANDI business planning and objectives. Skills and Experience A relevant tertiary qualification and substantial experience managing complex misconduct and/or complaints investigations within large or multifaceted organisations. Demonstrated experience responding to sensitive matters involving gender‑based violence, sexual harm, or other forms of interpersonal violence is highly desirable. Demonstrated advanced case management skills, including the proven ability to work in a high volume, process‑driven administrative environment with multiple deadlines requiring developed organisational skills to prioritise, meet deadlines, work accurately, pay attention to detail, engage multiple stakeholders and keep accurate and contemporaneous records. High‑level emotional intelligence and professional judgement, with the ability to support people who may be distressed, traumatised, or navigating complex safety concerns. Demonstrated capacity to manage confidential and contentious matters with care, fairness, and integrity. Training or practical experience in trauma‑informed, survivor‑centred, and culturally safe investigative practice is highly desirable. Demonstrated competence and relevant experience in the analysis and application of regulatory and professional principles, resources and guidelines, including the National Higher Education Code to Prevent and Respond to Gender‑based Violence, and the ability to translate its principles into practical, compliant processes within a university setting. Experience applying educative and restorative approaches where appropriate, ensuring outcomes are fair, proportionate, and aligned with welfare and safety considerations. Detailed knowledge of procedural fairness, the University’s codes, policies and procedures relating to complaints and allegations of misconduct and current national and international research and case findings. Advanced competence in analysing, developing and writing reports and correspondence with excellent attention to detail. Exceptional advisory, negotiation and interpersonal skills, with the ability to build trust, engage diverse stakeholders and manage competing perspectives, particularly in matters involving harm, safety or heightened vulnerability. For further details on role responsibilities and skills & experience required, refer to the position description found under the positionlisting How to Apply: Submit your CV and Cover Letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the job description ) before 11.55pm, Sunday 11th January 2026. Please note: Sponsorship is not available for this role, valid Australian working rights are required on application. UNSW Benefits and Culture Flexible Working Options (work from home, flexible hours etc) Additional 3 days leave during December festive period. Up to 50% discount on UNSW courses Flexible 17% Superannuation contributions, additional leave‑loading paymentsand salary sacrifice. Discounts and entitlements (retail, education, fitness passport) UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment. Advertised: 16 Dec 2025 AUS Eastern Daylight TimeApplications close: 11 Jan 2026 AUS Eastern Daylight Time #J-18808-Ljbffr