Senior Case Manager

Senior Case Manager

Job no: 539293
Work type: Full Time
Location: Sydney, NSW
Categories: Governance, Policy & Compliance

• Employment Type: Full Time (35 hours per week)
• Duration: Continuing + 12-month contract
• Remuneration: Level 8: From $127,351+ 17% super + leave loading
• Location: Kensington, NSW (Hybrid)

About UNSWUNSW 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. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

Why Your Role MattersConduct & 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.

The role is primarily assigned to either the Student Conduct and Integrity Team or Research 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 or sensitive 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 and/or demonstrated experience in data forensics 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.
• Experience applying educative and restorative approaches where appropriate, ensuring outcomes are fair, proportionate, and aligned with welfare and safety considerations.
• Demonstrated experience in conducting interviews in person and online. Ability to gather and assess information effectively, maintain accurate and contemporaneous notes, and engage with individuals in a fair and respectful manner.
• 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.
• Knowledge of data forensics and analysis to support investigations into alleged misconduct. Demonstrated ability to apply a methodical and impartial approach to maintain the integrity of evidence and ensure findings are reliable. Experience in identifying patterns and inconsistencies within complex data sets, and in translating technical information into clear, accessible insights to inform decision making.
• 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.

How to Apply: Submit your CV & cover letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the job description) before Sunday 10th May 2026Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.UNSW Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Flexible Working Options (work from home, flexible hours etc)
• Additional 3 days leave during December festive period.
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice.
• Discounts and entitlements (retail, education, fitness passport)

Job queries contact: Katherine Molloy, Talent Acquisition Consultant
E: katherine.molloy@unsw.edu.au (applications to the address cannot be accepted, please apply online)

Position Description

Advertised: 22 Apr 2026 AUS Eastern Standard Time
Applications close: 11 May 2026 AUS Eastern Standard Time