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For 23 years, Multicultural Australia (formerly Multicultural Development Australia) has been welcoming refugees, people seeking asylum, international students and other new arrivals to Queensland with the goal of creating a fairer more prosperous society for all Queenslanders.

We support thousands of newly arrived people every year, including refugees, international students, people seeking asylum and migrants.  We help them to settle into their new lives, build connections in their communities, find work and study opportunities, learn new skills and feel at home.

We also work with individuals, communities, business and government to help build a more welcoming culture through advocacy, cultural training, community events, employment, youth programs, sports and arts inclusion programs to advance a diverse, inclusive and multicultural community. 

We have worked hard to advance multicultural Australia and build communities where everyone belongs. Developing inclusive and prosperous communities, changing the conversation and keeping fit for the future are the strategic pillars that highlight why we exist. They underpin what we do – our services, partnerships and business. Ethical leadership and deep collaboration with community is at the heard of how we work – our culture and practice. 

SETS Case Manager role - Toowoomba - 6 months fixed term contract

The aim of the Settlement Engagement and Transition Support (SETS) program is to deliver services to eligible clients in becoming self-reliant and participating equitably in Australian Society. 

The program is funded by the Department of Home Affairs (DoHA) and is focussed on supporting migrant communities who have been in the country for up to five years. The SETS program aims to equip and empower humanitarian entrants, other eligible migrants and their communities to address their settlement needs, in order to improve social participation, economic well-being, independence, personal well-being and community connectedness.

Primary Responsibilities 

  • Provide information and life skills development to individual clients and their families and assist them to develop meaningful social connections with members of their cultural or religious community, and the wider community, as desired. 
  • Complete comprehensive psychosocial needs assessments with individual clients and families and development of case management plans which focus on addressing individual needs and goals. 
  • Utilise interpreters and supervise and work collaboratively with Bicultural Workers, to provide culturally competent case management.
  • Conduct and record pre and post consultations/surveys with individual clients to promote results-based accountability in the SETS program. 
  • Participate in an intake support service, responding to the identified needs and goals of the presenting client and their family, assessing and escalating to a team leader when ongoing case management support is required, and completing the relevant case noting and reporting requirements. 
  • Facilitate group work projects to address recurring community issues and vulnerabilities and increase the settlement life skills of people from migrant and humanitarian backgrounds. 
  • Provide emotional support to clients in a culturally sensitive way with an understanding of acculturation and cultural humility. 
  • Maintain effective collaborative working relationships with internal and external stakeholders, to ensure effective planning and delivery of coordinated service to clients. 
  • Deliver client focused advocacy and liaise with community and government agencies to establish pathways for appropriate service options for clients. 
  • Provide crisis intervention support and respond to immediate and urgent needs, escalating situations to a line manager in accordance with incident reporting policy and procedure, and where a client, agency, staff member or organisation is at risk.
  • Maintain comprehensive and timely reporting through Multicultural Australia’s case management system, CS Net; and the Australian Government’s Department Data Exchange system (i.e., DEX). 
  • Attend network meetings, build collaborative working relationships, strengthen referral pathways, manage expectations and provide information about Multicultural Australia SETS to other services. Share information about other services with Multicultural Australia SETS team. 
  • Participate in the emergency on-call roster which involves responding to calls to the Multicultural Australia on call phone after hours. 
  • Provide outreach service delivery support when required. 
  • Participate in networking and community awareness raising activities, and other relevant duties as directed by a line manager. 
  • Attend, and participate in, team meetings, team building and planning, and professional development activities.


In addition to the duties listed above all Multicultural Australia staff are expected to:

  • Respect and abide by the vision, mission and values of the organisation;
  • Ensure that their conduct is consistent with provisions of the Multicultural Australia Code of Ethics and Conduct;
  • Comply with the provisions of relevant Multicultural Australia policies and procedures;
  • Comply with the provisions of Multicultural Australia’s Workplace Health and Safety framework including policies, procedures and safe work systems that relate to their role, program area or Multicultural Australia as a whole. Information and training will be provided to successful candidates;
  • Carry out general administrative functions related to their role and to the effective and efficient functioning of Multicultural Australia as a whole. This will include the use of computer-based calendar and information management systems. 

Induction training relating to policy and procedures, workplace health and safety and Multicultural Australia administrative systems will be provided to successful candidates on appointment. Additional training in relation to IT systems and software will also be provided to successful candidates where necessary.

And all other duties associated with the position as instructed by the SETS Team Leader.

Qualifications, licences and probity

  1. Possession of Bachelor level tertiary qualification in the field of Social Work; Psychology, Applied Social Sciences, Counselling or other relevant allied health disciplines;
  2. Valid Queensland Driver’s Licence;
  3. Possession of a current, paid Working with Children’s Blue Card in accordance with the Commission for Children and Young People and Child Guardian Act 2000, and
  4. National Police Clearance Check.

Essential Skills / Experience 

  1. Minimum of two years’ experience as a Case Manager supporting newly arrived humanitarian entrants;
  2. Demonstrated knowledge and experience of casework frameworks in a multicultural context. 
  3. Able to prioritise and respond to competing demands in an organized and timely manner. 
  4. Strong verbal and written English language communication and cross-cultural communication skills and an excellent understanding and knowledge of issues in relation to support of Humanitarian entrants and migrants, as well as of current practice and policy issues. 
  5. Demonstrated knowledge and ability in complying with funding requirements and delivering reports of a high standard, including high level written and oral communication skills. 
  6. Developed skills in meeting deadlines with competing priorities and well-developed problem-solving skills. 
  7. Demonstrated stakeholder engagement skills in relation to both intra-organisational relationships (i.e. between program areas) and inter-organisational relationships (i.e. between collaborating organisations and agencies), including the ability to negotiate for outcomes that are beneficial to clients and to organisational development. 
  8. Ability to adapt learn and adapt to relevant reporting databases applicable to the program.

Desirable Skills / Experience

  1. Experience in a similar role in the not-for-profit sector will be highly regarded;
  2. Good working knowledge of Microsoft Office applications including Outlook, Word, Excel.

Please peruse the position description on our website for full details about the role -

Ready for your next challenge?
Please submit your application via SEEK no later than COB Monday 24th January 2022. Interviews may commence prior to the closing date. 

 Your application must contain:

 a cover letter (no more than one page), outlining why you are interested in the position, what relevant experience you have and what impact you believe you can make in this role; and,

-  a current resume (including the details of two professional referees).

If you have any further enquiries or for a confidential discussion, contact  [email protected]

At Multicultural Australia, we recognise that we are strengthened by diversity and are committed to providing a work environment in which everyone is included, treated fairly and with respect. We strongly encourage applications from Aboriginal and Torres Strait Islanders, people from culturally and linguistically diverse backgrounds and people with a disability.


Acknowledgement of country
We acknowledge the traditional custodians of all the lands on which we meet, work and live and recognise that this land has always been and always will be Aboriginal and Torres Strait Islander land.


Multicultural Australia respects and values Australia’s First Nation peoples’ enormous resilience, courage, determination and often unrecognized contributions to this country’s social and economic development. We walk together in solidarity in the shared pain of the past and with shared hope for the future.