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•  Employment Type: Full-Time (35-hour week)  

• Duration: Continuing Role     

• Remuneration: Competitive total remuneration package  

• Location:  Kensington NSW (Hybrid Flexible Working)  

Why your role matters  

As the Lead Student Support & Complex Cases you will play a critical team leadership role within the Psychology & Wellness team, Pro Vice-Chancellor Student Success portfolio, leading a team of high-quality, student-centred support specialists, in their provision of counselling and case management of students, some with complex needs. 

The role leads the delivery of trauma-informed, culturally safe and inclusive, support services for all domestic and international students, that promote student wellbeing, academic success and equity within a university environment.  

This role will have a limited clinical load and will operate as a key interface across all University Faculties and Divisions as the primary contact for students and staff engaged within Student and Staff Support Response Group (SSSRG) as outlined in the UNSW Student Safety and Wellbeing Policy. In addition, the role will oversee a team that provides confidential individualised pastoral care and support to UNSW students on a wide range of issues including personal and welfare support; building self-management and financial literacy skills; health and wellbeing skill building; assisting navigating university systems in their time of need; and providing specialist assistance and advice to international students in line with Education Services for Overseas Students Act 2000 (ESOS Act 2000) (and within this, the National Code) requirements.  

About You:      

• Relevant tertiary qualification with subsequent relevant experience or equivalent competence gained through any combination of education, training and experience. A qualification in a psychology or social work or related trauma informed care disciplines is required.  

• Experience in the delivery of student support and complex case management in alignment with higher education policies, regulations and Governance frameworks including the ESOS Act and National Higher Education Code to prevent and respond to gender-based violence and Universities Accord.  

• A sound understanding of the key issues facing higher education students, including international students and those from a variety of equity and cultural backgrounds and demonstrated experience in managing complex and sensitive cases and critical incidents in an empathetic, trauma informed, and effective manner with experience in supervising case management staff and leading debriefs.  

• Demonstrated ability to lead, motivate and develop a successful high-performing team through complex scenarios and to effectively diffuse potential areas of dispute and/or conflict.  

• Excellent interpersonal, written, and verbal communication skills, with a student-centred focus and demonstrated ability to build effective internal and external working relationships and influence, persuade, negotiate, and liaise at all levels across an organisation to achieve successful outcomes.  

• Demonstrated success in evaluating services for a diverse client group and making recommendations for improvement, preferably in the education sector or migrant communities.  

• Experience at a senior level in providing consultation, advice, and support to key stakeholders including family members, primary carers, academic teaching staff and other internal/external support services, while confidently balancing safety and confidentiality.  

• Extensive operational management skills including budget management, planning, priority setting, and staff management, as well as excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple tasks and meet competing deadlines by using judgement and initiative. 

• Established commitment to designing, adopting, and rolling out new technology, procedures or initiatives designed to ensure efficiency and effectiveness of program growth and student-centred service.  

• An understanding of and commitment to UNSW’s 2025 Strategy and values in action, together with relevant policies and guidelines.  

• Ability and capacity to identify, assess, prioritise, and control the risks to the health and safety of staff, students and visitors and to the environment arising from the unit’s activities.     

For further information on the role & responsibilities, please refer to the position description  

How to Apply: Submit your CV & cover letter addressing the key selection criteria (no more than 2 pages) before Sunday 16th November 11.55pm. Please 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: Kim Symons, Talent Acquisition Consultant E: k.symons@unsw.edu.au   (applications to the address cannot be accepted, please apply online)