Case Manager (Virtual Services) | Kaituitui - Based in Napier
Napier, NZ
Join our Virtual Services team based in Napier, and make a real difference in communities across New Zealand.
• Full-time, permanent positions available | Monday to Friday
• Start date: 06 July 2026
This is real work that changes lives — including your own.
As a Case Manager in the Virtual Services unit located in Napier, you will be engaging directly with individuals and whānau from across Aotearoa over the phone or via email to provide financial support, employment services, 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 income, training, or employment.
- 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 income, housing, and employment — 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).
Position Description | He Whakaahuatanga Tūnga:
Salary | Utu-ā-tau: $69,519.00 - $84,041.00
Recruitment and Selection Details:
- Applications close: Sunday 19 April 2026
- Recruitment and Selection process: Shortlisted candidates will complete a short digital confidence skills test and will also need to attend an in person Assessment Centre the week of the 4th of May 2026.
- Applicants must hold New Zealand Citizenship, Permanent Residency or Australian Citizenship at time of application.
How to Apply | Me pēhea te tuku tono
Click ‘Apply Now’ to upload your current CV and cover letter and complete the online application form.
You’ll be asked to respond to two short questions as part of the application form (each with a 2000-character limit):
1. Why do you believe you’re the right person for this Case Manager role? What skills and experiences will help you succeed?
2. Manaakitanga is about showing care, respect, and generosity. How might you demonstrate this in your work as a Case Manager?
Joining us
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. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.
If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.
MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time.
