About the Role
The Case Work Excellence Specialist (CWE Specialist) supports service excellence across claims management teams through coaching, onboarding, training, and continuous improvement. The role helps case workers strengthen their knowledge, skills, and application of legislation, policies, procedures, contracts, and best practices in return to work, long-term, and specialized claims management.
Working with Operational Managers and employees, the CWE Specialist identifies development needs, creates coaching plans, provides timely feedback, and monitors progress toward established performance standards. The role also contributes to learning initiatives, quality improvement, performance reporting, and the identification of trends and organizational learning opportunities.
Key responsibilities
- Provide day-to-day coaching, onboarding, and job-specific training.
- Develop learning and coaching plans and monitor employee progress.
- Provide constructive feedback and identify further development needs.
- Support learning initiatives, quality measurement, and performance reporting.
- Collaborate with managers, case workers, and internal partners to improve claims management practices.
Your Experience & Skills
- A Bachelor’s degree in a relevant discipline, including but not limited to, social sciences, business, safety, health management, or education.
- A minimum of 5 years’ experience working in a case management environment with a minimum of 3 years’ experience that included a coaching component focused on enhancing individual effectiveness OR 5 years’ experience with curriculum design/development for adult learners
- A minimum of 3 years’ experience working at a senior decision-making level
- Demonstrated experience in building inter and cross departmental relationships.
Please Note: A combination of education and relevant experience will be considered.
Travel:
The position responsible for providing support to case workers in Sydney and Halifax, frequent travel, including overnight stays, will be required.