Senior Assistant Manager, Support and Care

About the role

The University Wellbeing Office at NTU is looking for a Senior Assistant Manager to join its Support and Care team. The role manages critical incidents and high-risk cases involving students and employees, working with internal and external stakeholders to ensure timely intervention, coordinated case management and continuity of care. It also strengthens the support and care network by engaging with Student Care Managers, Residential Student Care Teams and other care stakeholders.

Key responsibilities

• Manage critical incidents and develop case management and safety plans for high-risk cases, coordinating follow-up care with stakeholders.
• Maintain accurate support and care records and monitor support channels, responding promptly to requests for assistance.
• Build strong working relationships with SCMs, RSCTs and other stakeholders, acting as a key liaison with RSCTs and between schools, halls and university offices.
• Develop, coordinate and deliver skills-based training such as InspireMe workshops, and identify capability gaps in the support network.
• Support the administration and enhancement of OneNTU Wellbeing Connect (OWC), including user testing, adoption and process improvements.
• Help develop policies, procedures and templates, and collect, analyse and report support and care data through dashboards and presentations.

Required profile

• Minimum bachelor's degree from a recognised university, preferably in psychology, counselling, social work or a related field.
• At least 6 to 8 years of relevant experience in care and support, wellbeing, case management, crisis management or related fields, preferably in tertiary education, healthcare, social services or community sectors.
• Good knowledge of care and support, case management and crisis intervention principles, and experience managing complex cases with multiple stakeholders.
• Advantageous: prior training in critical incident management and/or mental health support, and experience developing and facilitating training programmes.

Required skills

• Proficiency in Microsoft 365 and comfort with digital platforms and case management systems.
• Working knowledge of data collection, management and analysis, with the ability to turn information into reports and presentations.
• Strong stakeholder engagement, case assessment, problem-solving, facilitation and communication skills.