Yaser Jafari

• Work with Case Managers and clients to implement settlement services required to achieve settlement outcomes.
• Identify clients with complex needs and refer to Case Managers/ Senior Case Managers for follow up.
• Organize relevant appointments and referrals for clients as identified through the client needs assessment/case management plan.
• Ensure all services are documented and reported within 5 days of service delivery.
• Ensure accurate and timely communication with care team members to inform the development of appropriate responses to presenting issues.
• Work collaboratively with care team members in the implementation of the case management plan, including clients, case managers, senior case managers, housing workers, community guides and volunteers.
• Ensure regular contact with clients is maintained.
• Support clients in linking in with the local community to improve social participation outcomes.
• Accompany clients to register for key services (e. g. Medicare, bank, schools, etc.) where required.
• Organize appropriate file set up and other relevant documentation in line with program processes and procedures.
• Participate in regional networking plans (e.g. assist in the preparation and delivery of group information sessions).
• Ensure compliance with relevant legislation, regulations and contractual requirements and that all duties are
• Comply with relevant OH&S legislation, the AMES Australia OHS Policy and Procedures at all times.
• Comply with all relevant AMES Australia Policies and Procedures and proactively identify and recommend areas for improvement to the manager as appropriate.
• Perform other duties as required by the manager that are reasonably incidental to the performance of this role.

• Front desk reception and switchboard duties
• Providing basic customer service to members and other external stakeholders
• Assisting the admin team with any required administrative support
• Other clerical tasks such as scanning and filing, preparing mail outs, processing mail and deliveries, and general office maintenance

• Organising and booking appointments, attending customers, telephone and email queries, time management.
• Hygiene checking and sanitizing of clients and premises.

• Customer Service interaction, interpreting from Dari to English, filling out applications, liaising with clients, departments and other relevant stakeholders.
• Ensuring appropriate working conditions, drafting statements and claims.
• Provide ongoing administration support to the migration agent
• Arrange client appointments and prepare the required paper works

• Conduct accurate and appropriate assessments of individual strengths, needs and goals to determine services required

to achieve settlement outcomes across a range of areas including health, mental health, community participation,

accommodation, employment and family support.

• Maintain regular contact with clients to develop, implement, monitor and review case management plans and assess

progress towards achieving settlement outcomes.

• Promote client participation in the Orientation Program, provide information to reinforce knowledge and assess the

application of knowledge gained.

• Accurately identify and manage risk in relation to clients and ensure client incidents are reported within required timeframes.

• Accompany clients to employment appointments and assist them with implementing strategies to engage in

employment pathways.

• Ensure all services are documented and reported within five business days of service delivery.

• Provide support, guidance and supervision to Client Support Workers, Community Guides and volunteers including

situational de-briefing where required.

• Coordinate service delivery with key stakeholders for all family members.

• Provide ongoing support to clients with specific requirements through generalist counselling, advocacy and referral.

• Identify clients with complex needs and make recommendations for Tier 3 where relevant.

• Ensure contractual requirements are met during the exit procedures by assessing client outcomes, identifying any

outstanding risks and implementing strategies to mitigate them.

• Develop and maintain relationships with key stakeholders to enhance the effectiveness of the service delivery model

and promote understanding and awareness of AMES Australia services; raise awareness and advocate on issues

affecting clients.

• Manage all records according to record management proceduresand ensure timely completion and reporting of service

delivery as per contract requirements (KPIs).

Actively operates in a manner that improves the customer experience.

• Ensure compliance with relevant legislation, regulations and contractual requirements and that all duties are undertaken

within an effective risk management framework.

• Comply with relevant OH&S legislation, the AMES Australia OHS Policy and Procedures at all times.

• Comply with all relevant AMES Australia Policies and Procedures and proactively identify and recommend areas for

improvement to the manager as appropriate.

• Perform other duties as required by the manager that are reasonably incidental to the performance of this role.