Cyber Security Case Manager

Identity Care Australia and New Zealand (IDCARE) is Australia's national identity and cyber support community service. We help individuals, small businesses, and organisations navigate the impacts of identity theft, scams, cyber incidents, and information compromise.

As Australia's national identity and cyber support service, we combine technical expertise with human-centred care to empower people when they need it most. In addition to providing community members, small businesses, and organisations with specialist client care where personal, account and credential information is compromised, we produce insightful data and intelligence products to enhance Australia's cybercrime response resilience.

IDCARE is an office-based work environment, operating extended business hours across our network of locations Monday to Friday from 7am to 7pm AEST.

The primary purpose of the Case Manager role is to support our clients to navigate reducing risks and harm as a result of identity and cyber security related vulnerabilities, develop corrective strategies, and to advocate for impacted clients to regain their confidence, feel empowered, and build resilience. The role works across intake and assessment, client treatment, and aftercare functions.

About the role

Working within our Cyber Security Clinic team at our Bowen Hills based location, the key purpose of the Case Manager role is to support our small business clients to navigate reducing risks and harm as a result of identity and cyber security related vulnerabilities, develop corrective strategies, and to advocate for impacted clients to regain their confidence, feel empowered, and build resilience.

This is a dynamic, primarily telephone-based role, that requires strong communication skills, critical thinking, and a commitment to providing person-centred support.

You will engage with individuals to undertake risk assessments, formulate tailored response plans, and provide direct response support services and scam awareness education.

This position is suitable for entry-level candidates seeking a casual role (minimum expected availability of 25 hours per week). Full training is provided.

Key responsibilities include:

• Deliver high quality support primarily via phone, ensuring a responsive and empathetic experience for every client.
• Apply a person-centred approach to client engagements, demonstrating empathy and clear communication.
• Assess individual risk factors and provide accurate, tailored response options.
• Translate complex or technical concepts into clear, accessible language for a diverse audience.
• Consistently meet quality and quantity KPIs for client interactions and follow up.
• Uphold strict standards of impartiality and confidentiality in all client and stakeholder interactions.

About you

You are people focused with a strong foundation in customer service and a genuine drive to deliver exceptional support. You may be studying or have an interest in Psychology, Counselling, Social Work or Cyber Security. What sets you apart is your ability to connect with others, your curiosity to learn, and your commitment to making a positive impact.

• Exceptional verbal and written communication skills.
• Ability to support individuals in crisis with empathy and professionalism.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work independently and collaboratively within a multidisciplinary team.
• A commitment to ethical conduct, continuous learning, and respectful workplace culture.

This opportunity is open to Australian permanent residents and citizens.

The successful candidate is required to return a positive national police check and hold a current working with children check. These checks will be facilitated by IDCARE if successful.

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