The ideal candidate for this position will play a key role in ensuring that the highest level of care and support is provided to members in the OneNTU community. The incumbent will coordinate efforts for care and support, and ensure the relevant processes and operations are conducted in accordance with the University’s policies and protocols.

Job Responsibilities:

Ensure efficiency and quality of care and support for the NTU Community.

• Manage critical incidents within a team to ensure that emergency interventions provided to employees, students, and NOK are well-coordinated. 

• Put in place specialised case management and safety plans and implement them to ensure timely management of the cases and quick resolution.

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

• Capture and maintain care and support information, data, and records for analysis and reporting.

• Monitor support and care channels and respond promptly to queries.

Develop/enhance support and care networks to ensure needs of the NTU community are met.

• Facilitate communications between schools/halls and University-level offices in the management of cases.

• Assist in implementing regular communications with NTU stakeholders and external resources to facilitate case management and ensure seamless workflows, and to improve awareness and understanding of issues and concerns within the NTU caregiver network.

• Assist in the implementation of specialist training and development to enhance the community’s competencies for care and support.

• Assist in the development and implementation of wellbeing services, volunteer programmes, and training programmes to enhance wellbeing capacity and capabilities in NTU.  

Ensure that Effective Levels of Care for students and employees are met and standardised across NTU.

• Provide guidance to stakeholders in policies, procedures, guidelines, and templates to facilitate support and care processes. 

• Assist in the dissemination of relevant data and data analysis to NTU stakeholders to ensure the caregiving network in NTU can make informed decisions for support and care programmes and services for their own employee and student population.  

Requirements:

Educational Qualification(s)

• Minimally a bachelor’s degree in any related field from a recognised University, preferably in psychology, counselling, or social work.

Knowledge Required

• Fluent with data collection and management. Knowledge of analytic methods, approaches, tools, and implementation will be advantageous.

• Proficient with Microsoft 365 and technological tools and information systems relevant in a university setting.

• Strong proficiency (spoken and written) in Mandarin will be advantageous as this role involves frequent communication and engagement with Mandarin-speaking students and members of the public

• Prior training in critical incident management and/or prevention will be advantageous.

Relevant Experience

• At least 4 to 6 years of experience working directly in care and support services, preferably in the tertiary education sector.

• Proven track record in care and support, case management and crisis management will be highly advantageous.

Skills & Competencies

• Successful experience with stakeholder management, able to work with colleagues from different backgrounds and departments, as well as stakeholders external to NTU.

Other Personal Attributes

• A strong commitment and passion towards wellbeing and support.

• Excellent team player with strong verbal and written communication skills.