Case Manager (Phone-Based) | Kaituitui - Based in Napier
Date: 15 Jul 2026
Location: Napier, NZ
Company: Ministry of Social Development
Join our Phone-Based team based in Napier and make a real difference in communities across New Zealand.
• Full-time, permanent positions available | Monday to Friday
• Start date: 27 October 2026
This is real work that changes lives — including your own.
As a Case Manager in the Phone-Based Unit located in Napier, you will be engaging directly with individuals and whānau from across Aotearoa over the phone or via email to provide employment services, financial support and housing assistance. You’ll support people to achieve their goals by connecting them with the right services and creating tailored plans that work for them.
This is complex, high trust mahi. You’ll be making decisions that impact whānau and communities, balancing empathy and policy, speed, and accuracy. If you value people, process, and purpose, and can bring calm to complexity — this could be the role for you.
What you’ll need to succeed | Ko tō āhua
You’ll put clients at the centre — listening deeply, responding with care, and helping people move forward in a way that works for them. You’ll bring a high level of personal integrity, initiative, and self-management.
You’ll also need to be:
• Fast and accurate with data entry – getting the detail right matters.
• Confident with technology – navigating multiple systems and supporting clients to do the same.
• Empathetic and professional – able to hold space for real-life challenges while applying policy.
• A clear communicator – someone who can build trust, explain things simply, and make good decisions.
• Adaptable and steady – comfortable with change, high volumes, and problem-solving on the go.
• A strong team player – grounded, dependable, and collaborative.
• Comfort with numbers and detail – able to complete complex calculations related to payments, dates, and entitlements.
A day in the life:
• Supporting someone recently out of work to access employment, income support, and training.
• Helping a whānau explore housing options and coordinating follow-ups
• Encouraging digital self-service and building client confidence with online tools
• Managing a busy caseload across multiple systems while keeping accurate notes
• Referring clients to external providers and working collaboratively with others
• Meeting with your team to reflect, troubleshoot, and support each other.
What you’ll be part of:
• You’ll join a public service organisation committed to manaaki tangata, manaaki whānau — helping New Zealanders to be safe, strong, and independent.
• You’ll deliver integrated support across employment, income support and housing — helping clients navigate life transitions and connect to the right services, at the right time.
• You’ll be part of a team that upholds public trust and lives our values: working with integrity, partnering for impact, and standing up for the people we serve.
In return, we’ll give you:
• A full induction and training plan.
• Ongoing support from your peers and leaders.
• Development opportunities and career pathways.
• A role where your mahi directly contributes to stronger communities.
• A competitive salary based on Band 4 ($69,159 – $84,041).
Recruitment and Selection Details:
• Applications close: Sunday 2 August 2026
• Recruitment and Selection process: Longlisted candidates will complete a short video and digital confidence skills test and shortlisted candidates will attend an in-person assessment centre the week of 4th of May 17 August 2026.
• Applicants must hold New Zealand Citizenship/Residency or Australian Citizenship/Permanent Residency at time of application.
Position Description | He Whakaahuatanga Tūnga
Please view the position descritpion here: Case Manager position description
Applications close | Ka kati ngā tono hei te: Sunday 2 August 2026
How to apply | Me pēhea te tuku tono
Before you submit your application, please take a moment to review our guidance to understand how AI can best support your application. Candidate Guidance - Responsible AI use in recruitment
Click ‘Apply Now’ to upload your current CV and complete the online application form.
You do not need to submit a cover letter. Instead, you’ll be asked to respond to two short questions as part of the application form (each with a 2000-character limit):
1. How do you see yourself helping someone to be successful in moving towards employment? What tools would you use?
2. What aspects of this role excites you the most, and how do they align with your personal and professional goals
All applications must be made online. If this is not possible or if you have any queries, please contact us at jobs@msd.govt.nz
Internal MSD Employees – please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.
About us | Mō mātou
The Ministry of Social Development (MSD) is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.
We provide social policy advice to government, and assistance including income, employment and housing support to people of all ages, families, whānau and communities.
As a Te Tiriti o Waitangi partner, we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.
Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.
Joining us | Ko te hono mai
Joining MSD means being part of a whānau that celebrates the diversity each individual represents.
We show manaaki, we care about the wellbeing and success of people and want everyone to thrive and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. You can find out more about our values here.
If you have any support or accessibility requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.
