Bahasa MelayuJob Summary
The jobholder (2-year contract) provides strategic and operational leadership for MENDAKI’s case management function, supporting individuals and families across education, youth development, family stability, and employment-related outcomes.
This role ensures strong, ethical, and outcomes-driven case management practices that complement and work in partnership with Social Service Agencies (SSAs), schools, and government stakeholders. The Director leads MENDAKI’s case management teams, sets strategic direction, and strengthens cross-agency collaboration to support holistic client outcomes.
The incumbent is expected to work between 8:30 a.m. to 6:00 p.m. on weekdays and may be required to work over weekends and on public holidays to support in organisation events. Although he/she is expected to work in an indoor environment, he/she is also expected to travel out of office for meetings.
Key Responsibility Areas
a. Case Management & Practice Oversight
1. Oversee the design, implementation, and continuous improvement of MENDAKI’s case management practices, ensuring they are client-centred, strengths-based, and outcomes-focused.
2. Provide oversight and guidance on complex, high-needs, or multi-agency cases, including those involving education disengagement, youth-at-risk, family instability, and employment barriers.
3. Ensure clarity of role boundaries between MENDAKI’s Care Advisors and statutory or professional social work services, with appropriate referral and escalation protocols in place.
4. Promote consistent case documentation, review processes, and quality assurance practices to strengthen service effectiveness and accountability.
5. Ensure appropriate referral pathways and coordinated interventions with Social Service Agencies (SSAs) and professional social workers for cases requiring specialised or statutory support.
6. Promote data-informed decision-making, case review processes, and outcome measurement to strengthen programme effectiveness.
7. Leverage appropriate AI-enabled tools and digital solutions to enhance case management effectiveness, including improving case insights, streamlining documentation, supporting risk identification, and strengthening service planning, while ensuring responsible use, data governance, and client confidentiality.
b. Stakeholder & Partnership Management
1. Build, deepen, and sustain strategic partnerships with SSAs, schools, community partners, Ministries and government agencies, including MSF, MCCY, MOE, WSG, and relevant stakeholders such as M3 and MM organisations.
2. Collaborate with partners on integrated service delivery, referral pathways, and coordinated case management for shared clients.
3. Provide strategic guidance on planning and organising outreach efforts to engage the identified partners, stakeholders and target groups.
4. Represent MENDAKI in inter-agency meetings, case conferences, sector workgroups, and national initiatives, contributing MENDAKI’s perspectives while facilitating coordinated and client-centric solutions.
5. Develop and formalise referral protocols and frameworks along with working arrangements with stakeholders to support integrated service delivery and clarity of roles.
c. Strategic Leadership & Organisational Contribution
1. Provide overall strategic leadership for MENDAKI’s case management function, ensuring alignment with MENDAKI’s mission, strategic priorities, and community needs.
2. Translate organisational strategy into coherent case management frameworks, operating models, and service approaches across education, youth, family, and employment-related programmes.
3. Establish clear governance structures, decision-making frameworks, and accountability mechanisms for case management work.
d. People Leadership & Capability Development
1. Build a strong professional culture anchored in ethical practice, reflective supervision, learning, and continuous improvement.
2. Oversee the department’s budget, manpower planning, performance management, talent development, and succession planning for the case management function.
3. Ensure staff are equipped, supported, and supervised to manage complex and emotionally demanding cases effectively and sustainably.
e. Policy, Sector Engagement & Thought Leadership
1. Stay abreast of developments in social policy, education reform, workforce transformation, and community needs that impact MENDAKI’s case management work.
2. Contribute to policy discussions, sector consultations, and inter-agency initiatives related to education-to-employment pathways, youth development, and family resilience.
3. Position MENDAKI as a credible and trusted partner within the social, education, and employment sectors through thought leadership and principled engagement.
Requirements
1. Preferably possess a qualification in Social Work and/or Psychology.
2. Have at least 10 years’ experience in case management, programme leadership, or community-based interventions.
3. Strong hands-on experience managing complex cases related to education, youth, family, and/or employment domains.
4. Proven track record of leading a department or function, including managing managers or senior practitioners.
5. Demonstrated experience building and leading multidisciplinary teams.
6. Significant experience working with SSAs, Ministries (e.g. MSF, MCCY, MOE, WSG), and government-linked stakeholders in complex, cross-agency environments.
7. Strategic thinking and systems-level planning.
8. Strong understanding of case management principles, ethical boundaries, and referral frameworks within Singapore’s social service ecosystem.
9. Excellent leadership, people development, and decision-making skills.
10.High level of stakeholder management, negotiation, and communication capability.
