Senior Assistant Manager - Support and Care

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

The University Wellbeing Office is seeking a Senior Assistant Manager to join its Support and Care team. The role supports the management of critical incidents and high-risk cases involving students and employees, working closely with internal and external stakeholders to ensure timely intervention, coordinated case management and continuity of care.

The role will also contribute to strengthening NTU’s support and care network through close engagement with Student Care Managers (SCMs), Residential Student Care Teams (RSCTs) and other care and support stakeholders across the University. This includes providing consultation and case management support, developing and delivering skills-based training, supporting the administration and enhancement of OneNTU Wellbeing Connect (OWC), and contributing to data analysis and reporting to inform support and care efforts.

Key Responsibilities:

Ensure efficient and high-quality support and care

• Manage critical incidents as part of the Support and Care team to ensure that emergency interventions and support provided to students and employees are timely and well-coordinated.

• Develop and implement appropriate case management and safety plans for critical and high-risk cases.

• Coordinate follow-up care and support with internal and external stakeholders to ensure continuity of care.

• Maintain accurate support and care information, data and records for case management, analysis and reporting.

• Monitor designated support and care channels and respond promptly and appropriately to queries and requests for assistance.

Strengthen support and care networks and capabilities

• Build and maintain strong working relationships with SCMs, RSCTs and other support and care stakeholders across NTU.

• Serve as a key liaison with RSCTs to facilitate case coordination, consultation, information sharing and collaboration on student wellbeing and support matters.

• Facilitate communication and coordination between Schools, Halls, University-level offices and external stakeholders to support effective case management and care processes.

• Develop, coordinate and deliver skills-based training and capability-building programmes, including InspireMe workshops, to strengthen the competencies of SCMs and other support and care role-holders.

• Identify emerging needs and capability gaps within the support and care network and contribute to initiatives to strengthen support practices.

Strengthen support and care systems, processes and standards

• Support the administration, implementation and continuous enhancement of OneNTU Wellbeing Connect (OWC) as a key system supporting wellbeing case management and care coordination.

• Work with users, internal stakeholders and technical teams on system requirements, user testing, adoption and process improvements.

• Assist in the development, review and implementation of policies, procedures, guidelines and templates to support consistent and effective care practices across NTU.

• Collect, maintain and analyse support and care data, and prepare reports, dashboards and presentations to support management reporting, planning and decision-making.

• Identify trends, operational gaps and areas for improvement through data and stakeholder feedback, and contribute to enhancements in support and care services and processes.

Requirements:

Educational Qualification(s)

• Minimum bachelor’s degree from a recognised university, preferably in psychology, counselling, social work or a related field.

Knowledge and Relevant Experience

• At least 6 to 8 years of relevant experience in care and support, wellbeing, case management, crisis management or related fields, preferably within the tertiary education, healthcare, social service or community sectors.

• Good knowledge of care and support, case management and crisis intervention principles and practices.

• Demonstrated experience in managing or supporting complex cases and critical incidents involving multiple internal and external stakeholders.

• Proficient in Microsoft 365 and comfortable working with digital platforms, case management systems and other technological tools.

• Working knowledge of data collection, management and analysis, with the ability to translate information into meaningful reports and presentations.

• Experience in developing and facilitating training, workshops or capability-building programmes will be advantageous.

• Prior training in critical incident management, and/or mental health support will be advantageous.

Skills & Competencies

• Strong stakeholder engagement and relationship management skills, with the ability to work effectively across different functions and levels, as well as with external agencies and partners.

• Strong case assessment, problem-solving and coordination skills, with the ability to exercise sound judgement in complex and time-sensitive situations.

• Strong facilitation, presentation, verbal and written communication skills.

• Digitally proficient and comfortable learning and working with information systems.

• Good analytical and reporting skills, with the ability to organise, interpret and present information clearly.

Other Personal Attributes

• Strong commitment to supporting the wellbeing and welfare of the NTU community.

• Calm, resilient and able to work effectively in complex and high-pressure situations.

• Collaborative team player who is adaptable, resourceful and comfortable working across diverse responsibilities.

Hiring Institution: NTU