The posting
COMPANY DESCRIPTION
Montfort Care is a vibrant workplace with a supportive culture where collaboration and camaraderie thrive. Our teams are highly cooperative, and colleagues genuinely care for each other. We celebrate diversity and innovation, united by our three core values: Resonance, Ingenuity and Stronger Together.
Expect a dynamic and fast-paced environment, as we are in an exciting phase of growth. Success here requires adaptability, agility, and the ability to navigate complexity. Our people stay with us because they find a strong sense of purpose and community, enjoying the opportunity to make a tangible difference in people's lives.
We offer a flexible work environment that values the importance of personal and professional growth. With plenty of opportunities for continuous learning and development, Montfort Care is an ideal place for those who want to grow their careers while contributing to meaningful change.
Join us to be part of an amazing team that's dedicated to making a difference and having fun while doing that!
RESPONSIBILITIES
The Central Triage Unit (CTU) Social Worker/ Case Worker plays a key role in shaping the first experience of individuals and families seeking support from Montfort Care Family Service Pillar. Being a part of CTU, the role uses structured assessment tools, alongside with professional judgement to understand presenting needs, identify risks and determine the most appropriate support pathway.
Working across Montfort Care services and with community partners, the role facilitates timely and coordinated access to the right support, helping individuals and families navigate the social service system and ensuring they receive appropriate support at the point they need it most.
Triage Enquiry and Intake
- Receive and manage enquiries through phone calls, emails, walk-ins, online forms and referrals from clients and stakeholders.
- Conduct initial triage and intake assessment to understand the individual's or family's presenting needs, circumstances and support sought.
- Use structured assessment tools, alongside with professional judgement to assess urgency, risk, complexity and service suitability.
- Determine the appropriate service pathway based on assessment findings, agency criteria and programme requirements.
Safety and Risk Assessment
- Screen for family violence, child safety concerns, self-harm, suicide risk, elder abuse, homelessness and other vulnerabilities.
- Conduct risk and safety assessments using established tools, protocols and professional judgement.
- Initiate appropriate safety planning and emergency response where required.
- Escalate high-risk cases in accordance with organisational protocols and statutory requirements.
Service Navigation and Coordination
- Identify and recommend appropriate services within Montfort Care and the wider social service ecosystem based on assessed needs.
- Facilitate timely referrals and warm handovers to relevant programmes or external agencies.
- Liaise with relevant service providers and stakeholders to facilitate appropriate transitions and continuity of support.
- Participate in case discussions and cross-agency coordination for cases requiring multi-agency intervention (when required).
Client Experience
- Provide a responsive, respectful and person-centred experience to individuals and families from their first contact with Montfort Care Family Service.
- Ensure enquiries and interactions are handled with empathy, professionalism and sensitivity, particularly where individuals may be distressed or in crisis.
- Help individuals and families understand their available options and next steps, so that they feel heard, supported and appropriately guided throughout the triage process.
- Identify opportunities to improve the client journey and reduce barriers to accessing support.
Case Documentation and System Administration
- Create and maintain cases in the relevant case management systems in accordance with established processes.
- Complete intake assessment, referral, risk and case documentation accurately and within the stipulated response and documentation timelines.
- Ensure case records and documentation comply with MSF standards, funding requirements and Montfort Care internal SOPs and documentation standards.
- Record all relevant client interactions, assessments, referrals, follow-ups and actions taken in the appropriate systems.
- Ensure the timely updating and closure of cases in accordance with established protocols.
- Maintain confidentiality and ensure client information is handled in accordance with organisational policies and data protection requirements.
Undertake any other duties and responsibilities as assigned by the supervisor from time to time.
QUALIFICATIONS
- Possess a recognised degree or relevant professional qualification in Social Work or Psychology, Sociology, Counselling or other related disciplines.
- Applicants with qualifications in other disciplines, coupled with relevant experience in customer service, client-facing, people-related, assessment and referral, case coordination or service-oriented roles, are welcome to apply.
OTHER INFORMATION
Relevant Experience
- Relevant experience in social service, community work, stakeholders management, client-facing, customer service or other people-oriented roles.
- Experience in triage, intake, needs assessment, information and referral, service navigation or case coordination would be an advantage.
- Experience engaging with diverse individuals and families, including those who may be distressed or vulnerable.
- Strong ability to listen, gather and synthesise information, exercise sound judgement and respond appropriately to different situations.
- Familiarity with the social service sector, community resources and referral pathways would be an advantage.
- Fresh graduates with good interpersonal skills are welcome to apply
Competencies
- Good communication and client engagement skills, with the ability to build rapport, listen actively and engage respectfully with diverse individuals and families.
- Sound judgement and analytical thinking, with the ability to quickly understand presenting needs, assess urgency and risk and determine appropriate next steps.
- Service navigation and resourcefulness, with the ability to understand client needs and identify appropriate services, resources and referral pathways.
- Good organisational and multitasking skills, with the ability to manage multiple enquiries, cases and follow-ups accurately and within required response timelines.
- Client-centred and collaborative approach, with the ability to remain calm and empathetic in challenging situations while working effectively with colleagues, service providers and other stakeholders.
*Only shortlisted candidates will be notified.
Work Location: Telok Blangah
Please note that your application will be sent to and reviewed by the direct employer - Montfort Care
