The CCS Branch manages a range of programs and services to assist vulnerable clients to navigate DVA services and connect to supports to meet their wellbeing needs. Case management offered by CCS Branch is collectively referred to as the Client Support Program. The Client Support Program (CSP) is a voluntary time limited case management program, which uses a clinical lens and trauma informed approach to support clients to meet their wellbeing needs. The program aims to streamline communication between clients, their families and DVA. Case management provides clients with a single or primary point of contact for all services within DVA and facilitates access to external support services. Case management is delivered through a service model that supports clients to increase their capacity to independently navigate their DVA business. Case management is provided by a combination of clinically trained and generalist staff at the APS6 & EL1 levels: Caseloads of all levels of case managers vary in size due to the complexity of the clients' presentation and needs, and the associated time required to support those needs. The key duties of the position include Act as a primary point of contact to case manage clients and/or coordinate access to services for clients allocated through the intake system Assist clients to access the required information and support services for their health, mental health, and medical needs Escalate high risk and high-profile issues through EL1 Senior Clinicians and/or EL1 Assistant Directors to senior leadership Liaise with internal stakeholders across all DVA business areas to build strong relationships and streamline access to benefits and services for case coordinated clients identified as being at risk and/or with complex multiple needs Liaise with the ADF, ex-service organisations, community groups, and service providers to facilitate service provision to case coordinated clients identified as being at risk and/or with complex multiple needs and encourage informal support networks Link clients to appropriate mental health and other services, such as Open Arms Veterans & Families Counselling Undertake representational duties including group presentations to internal and external stakeholders as required. Undertake representational duties including group presentations to internal and external stakeholders as required Provide advice and coaching support to Coordinated Client Support Branch colleagues and other DVA staff, as required, to assist in managing challenging client presentations and risk escalations.
