Case manager job description
Where we source our data
Let’s get real. Job information online can often be overly optimistic — conveniently glossing over the raw bits. But when you’re making decisions about your future, you need all the facts.
That’s why we anonymously surveyed case managers about their job, with hopes of getting an honest insight into what it’s really like.
While we did our best to ensure respondents were Australians and verified their job titles with proof of employment, we can’t guarantee complete accuracy — or that your experiences in the field will reflect theirs. So, we suggest that you take these insights as a guide only and try to talk to people in the field before making an important decision.
Where we source our data
Let’s get real. Job information online can often be overly optimistic — conveniently glossing over the raw bits. But when you’re making decisions about your future, you need all the facts.
That’s why we anonymously surveyed case managers about their job, with hopes of getting an honest insight into what it’s really like.
While we did our best to ensure respondents were Australians and verified their job titles with proof of employment, we can’t guarantee complete accuracy — or that your experiences in the field will reflect theirs. So, we suggest that you take these insights as a guide only and try to talk to people in the field before making an important decision.
Organising
Based on our career survey data, these are the words that workers would use to describe their jobs.
Cooperative
Based on our career survey data, these are the words that workers would use to describe their jobs.
Imaginative
Based on our career survey data, these are the words that workers would use to describe their jobs.
Tasks and responsibilities for a case manager
Case managers care about others and have a passion for the rights of vulnerable people. They work directly with clients to improve their quality of life through individual assessments, client advocacy, education and related community services.
A case manager’s job description can include:
- Meeting with client
- Identifying client needs
- Conducting risk assessments
- Creating action and treatment plans with set timelines
- Coordinating support services for the client
- Monitoring progress and record management
Reasons to choose this job
Based on our career survey data, these are the factors that workers said were most important to them when choosing this job.
Enjoyable
A role in case management has you working with fascinating people from all walks of life. You have the unique opportunity to meet and bond with all kinds of people, as well as the chance to help them work through complex issues and improve their lives.
Makes a difference
Supporting vulnerable individuals to identify and solve their problems makes a huge difference to their lives, families, and the wider community.
Job satisfaction
Overall job satisfaction
This overall score combines the critical factors in job satisfaction. It includes fulfilment, stress levels, and opportunities for advancement, based on our career survey data.
Stress level
How stressful workers feel their job is, based on our career survey data.
Fulfilment
How personally rewarding workers feel their job is, based on our career survey data.
Skill level
The skill level required to do this job is based on both our career survey data and official data from the Labour Market Information Portal.
Job market trends for a case manager
There is no shortage of case manager job opportunities. Workers in the community services sector are needed now more than ever. This recent Australian Community Sector Survey indicates that over 54% of the employees surveyed noticed an increased demand for their services since the government commenced its economic response to the COVID-19 pandemic.
Case management fits under the broader community services sector, which is the largest employing industry in Australia. From a recorded 1.7 million workers employed in 2020, the industry is set to reach 1.9 million by 2024.
Median salary
Where this data comes from
Median salary
We use the median salary over the average because it’s more realistic — unusually high or low salaries don’t skew the median. It shows the true middle point, which is what your typical worker in this job earns.
This figure is from the Australian Bureau of Statistics. It’s the official median full-time adult salary for non-managers, before tax. (Includes salary sacrifice.)
Source: Australian Bureau of Statistics, ABS Survey of Employee Earnings and Hours (cat. no. 6306.0), Customised Report
Projected job growth
Job growth projections, using data from the Australian Bureau of Statistics. These calculations were made before COVID-19 and may not accurately reflect the labour market. Use these numbers as a general guide only.
Where this data comes from
Median salary
We use the median salary over the average because it’s more realistic — unusually high or low salaries don’t skew the median. It shows the true middle point, which is what your typical worker in this job earns.
This figure is from the Australian Bureau of Statistics. It’s the official median full-time adult salary for non-managers, before tax. (Includes salary sacrifice.)
Source: Australian Bureau of Statistics, ABS Survey of Employee Earnings and Hours (cat. no. 6306.0), Customised Report
Projected job growth
Job growth projections, using data from the Australian Bureau of Statistics. These calculations were made before COVID-19 and may not accurately reflect the labour market. Use these numbers as a general guide only.
Projected job growth
Where this data comes from
Median salary
We use the median salary over the average because it’s more realistic — unusually high or low salaries don’t skew the median. It shows the true middle point, which is what your typical worker in this job earns.
This figure is from the Australian Bureau of Statistics. It’s the official median full-time adult salary for non-managers, before tax. (Includes salary sacrifice.)
Source: Australian Bureau of Statistics, ABS Survey of Employee Earnings and Hours (cat. no. 6306.0), Customised Report
Projected job growth
Job growth projections, using data from the Australian Bureau of Statistics. These calculations were made before COVID-19 and may not accurately reflect the labour market. Use these numbers as a general guide only.
Where this data comes from
Median salary
We use the median salary over the average because it’s more realistic — unusually high or low salaries don’t skew the median. It shows the true middle point, which is what your typical worker in this job earns.
This figure is from the Australian Bureau of Statistics. It’s the official median full-time adult salary for non-managers, before tax. (Includes salary sacrifice.)
Source: Australian Bureau of Statistics, ABS Survey of Employee Earnings and Hours (cat. no. 6306.0), Customised Report
Projected job growth
Job growth projections, using data from the Australian Bureau of Statistics. These calculations were made before COVID-19 and may not accurately reflect the labour market. Use these numbers as a general guide only.
Pathway options
Job pathways are drawn from the Australian Apprenticeships Pathways site.
A role as a case manager paves the way to several other work opportunities. Positions within the community services sector are diverse and come in many forms.
Some pathways could be:
Junior
-
Youth case worker
Most common qualification: Diploma of Youth Work (CHC52015)
-
Residential care worker
Most common qualification: Certificate III in Individual Support (CHC33015)
Mid
-
Outreach worker
Most common qualification: Certificate IV in Mental Health (CHC43315)
-
Family support worker
Most common qualification: Certificate IV in Child, Youth and Family Intervention (CHC40313)
Senior
-
Community development manager
Most common qualification: Advanced Diploma of Community Sector Management (CHC62015)
-
Care manager
Most common qualification: Advanced Diploma of Community Sector Management (CHC62015)
Skills you might already have
Based on our career survey data, the soft skills that workers said were most needed to do their job well.
You may already have several skills integral to success in a case manager position. For example, the soft skills you have picked up along the way in your past employment or life experiences. These skills could be the difference between being a good case manager and being an excellent one.
Empathy
Much like skills needed in social work or family services, case managers need to put kindness and compassion first. Usually, people first need to be understood before they can trust the system as a whole.
Problem-solving
This is a massive part of a case manager’s job — helping people solve their problems. When approached logically, calm, and step-by-step, the case management process can be more pleasant for everyone involved. You can develop these skills in vocational training.
Communication
It’s the key to everything. In this role, you need to communicate effectively with every stakeholder. Good communication skills means no crossed wires between you, your client, and other required service providers. This fosters confidence in your client and a smooth process all around.
Hard skills
The job-specific skills that workers said were most important, supplemented with data from JobOutlook and online job advertisements.
You need many unique skills in this line of work.
Many of these case manager skills are learnt on the job, but if you have prior training in community services, this is seen as a bonus to prospective employers on the hunt for entry-level candidates.
Some of these practical skills are:
Service program design and delivery
Counselling techniques
Legal and ethical compliance
Workplace health and safety
Working with people with mental health issues
Client empowerment
Healthcare, substance abuse and other addictions
Supporting people experiencing homelessness
Network and collaborative partnership development
Community development strategies
Criminal justice knowledge
How to become a case manager
-
Study
To gain the confidence and skills needed to get an entry-level job in case management, take a course like a Certificate III in Community Services (CHC32015) or Diploma of Community Services (CHC52015).
-
Volunteer in community services
Get in touch with your local community services organisation and offer some of your time on the weekends or outside your regular work hours. Often, volunteers are needed on helplines, at food banks or community events. The work experience builds your confidence and gives you hands-on practical skills in the industry
Explore related qualifications
Certificate III in Community Services
Skills learned in this course can lead to entry-level community jobs in neighbourhood centres, youth support community health or a range of human services organisations.
At this level, work takes place under the direction of other senior staff.
The average course duration is one year part-time, can be studied entirely online and can be self-paced.
Government subsidies and Victorian Free TAFE may be available to those eligible. Enquire about a course to check your eligibility.
16 providers offer this course
Diploma of Community Services
This course provides the skills and knowledge for a career in community services case management. This course teaches you how to approach client needs holistically, plus practical and emotional support skills.
Work at this level involves specialisation in skills and is mainly performed autonomously under the guidance of senior staff in an organisation.
The average course duration is 18 months, is taught in a mix of delivery methods and can be completed full-time or part-time.
Eligibility for this course is generally literacy and numeracy skills at Year 11, and government subsidies may be available to those eligible. This course also comes under Free TAFE in Victoria. Enquire about a course to check your eligibility.
12 providers offer this course
Related subjects
You may want to explore other options that exercise your natural ability to care for others. In that case, there are plenty of different roles in community services that are singing out for more workers and might be perfect for you.
Some other subjects to discover:
Reviews
How we collect reviews
Reviews are from Australian workers with this job title or a very closely related one.
Is this your job title?
Share your thoughts and help people decide if this job is right for them.
How we collect reviews
Reviews are from Australian workers with this job title or a very closely related one.
Is this your job title?
Share your thoughts and help people decide if this job is right for them.
- All
- Positive
- Negative
Vanessa
Sep 02 2021I love helping people find solutions to the problems making their life difficult, but the job has a much heavier workload than I imagined.
What are the best parts of the job?
I love working as a case manager as there is broad scope to work across many sectors, such as AOD, mental health, education, and family violence. Working with people holistically can be very rewarding — there is a lot of trust needed from clients for them to let someone in during a vulnerable time in their life. The culture at my organisation is great and I feel well supported in my work.
What's the most challenging part?
The workload is enormous. I particularly underestimated the toll of the administrative workload, which significantly takes away from the time and energy I have to spend actually working with people. There are never enough hours in the day to complete tasks. The work is also very stressful, with stressed and angry clients a normal part of the day to day. It can be very difficult to work with people's motivations to change when they don't want you in their lives (as I work in a statutory system). I find it challenging also to work within a system that doesn't prioritise caring industries, and with systems which are so incompatible with social work values, such as the policing and legal system; there is a high degree of moral and ethical conflict in the work. I also underestimated the emotional toll of the work that comes from hearing people's stories of trauma — I am getting less sleep and feeling burnt out.
Shella
Aug 31 2021The role can be confronting at times but I have a really good, supportive team.
What are the best parts of the job?
I work with a supportive and uplifting team. I’m studying social work and it's great to see that social work theory is really incorporated into practice.
What's the most challenging part?
Listening to stories of trauma can take its toll. And how client trauma presents itself can be challenging at times, for instance violence towards workers.
Tarnya
Aug 31 2021Supporting families in need is really rewarding.
What are the best parts of the job?
I love advocating for families and working to help them achieve positive outcomes.
What's the most challenging part?
Having to work under Department of Families, Fairness and Housing and not getting answers from them.
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If you feel like this job might be right for you, check out the catalogue of resources with more information on how to bag your dream job in the community sector.
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Job cluster: The Carer
What are job clusters?
The seven job clusters are sets of closely related jobs that share skills, making it easy to apply skills learned in one career to another.
The idea of the seven job clusters first appeared in a 2016 research report by the Foundation for Young Australians, titled “The New Work Mindset”. Researchers analysed thousands of online job advertisements and found that jobs are more similar than commonly thought — and the skills you gain in one position are easy to bring to another. In fact, they can help you get 13 other closely related jobs.
This model is a great way to think about 21st-century careers, where the average person changes career five times. We’ve used this framework (along with the much-loved Holland Codes model) to build a career quiz.
Why not take it and find out which job cluster feels like home?
What are job clusters?
The seven job clusters are sets of closely related jobs that share skills, making it easy to apply skills learned in one career to another.
The idea of the seven job clusters first appeared in a 2016 research report by the Foundation for Young Australians, titled “The New Work Mindset”. Researchers analysed thousands of online job advertisements and found that jobs are more similar than commonly thought — and the skills you gain in one position are easy to bring to another. In fact, they can help you get 13 other closely related jobs.
This model is a great way to think about 21st-century careers, where the average person changes career five times. We’ve used this framework (along with the much-loved Holland Codes model) to build a career quiz.
Why not take it and find out which job cluster feels like home?
Jobs in community services put you front and centre with vulnerable people. These roles demand empathy, compassion and drive to see change. A case manager position is best suited to the career personality of The Carer.
The Carer has an innate ability to put themselves in the shoes of others and thrives in a role with direct contact with people.
Take the Career Quiz to discover what jobs are a great fit for you.
Frequently asked questions
What is a case manager?
Case Managers are individuals employed either in an independent or government agency setting, assisting their clients in accessing the resources necessary to achieve their goals.
What does a case manager do?
A certified case manager works one-on-one with clients to establish goals, help solve complex life problems, and facilitate access to the proper resources.
What does a case manager do in mental health?
Case management is an integral type of community aftercare that provides ongoing management of chronic or recurring mental illness.
How much does a case manager earn in Australia?
The average base salary for case managers in Australia is approximately $81K.
What makes a good case manager?
Empathy, organisation, communication and a passion for helping others are all essential skills you need to be a good case manager.