Senior Case Manager

Mō te tūnga | About the role

The Senior Case Manager supports veterans and their whānau to access entitlements and services through Veterans’ Affairs. Managing a portfolio of clients with complex needs, you will work alongside them to develop and coordinate treatment, social, and vocational rehabilitation plans.

Working closely with the rehabilitation team, you will help clients achieve positive outcomes and ensure they understand and can access their entitlements under the Veterans’ Support Act 2014.

You will also provide guidance and support to the wider case management team by:

• Acting as the first point of contact for advice and queries
• Providing coaching, training, and specialist expertise
• Ensuring best practice and compliance with policy and legislation

This role requires adaptability, strong leadership, and the ability to work confidently in a fast-paced and evolving environment.

Key responsibilities include:

• Assessing client information to determine eligibility and rehabilitation needs
• Developing integrated rehabilitation plans with Rehabilitation Advisors
• Reviewing and allocating workflow with other Senior Case Managers
• Completing audits, identifying trends, and providing feedback and training
• Leading continuous improvement initiatives to enhance case management practices

This role is based in Wellington CBD. Following training and once proficient in the role, there will be an option to work from home up to 2 days per week.

Ngā pūkenga me ngā wheako | Skills and Experience

We're looking for an experienced, dedicated case management or client services professional who is looking to make a meaningful difference in the lives of veterans and their whānau. You'll thrive on building trusted relationships, navigating complex situations, and delivering personalised, client-centred support that creates lasting positive outcomes.

As a collaborative and solutions-focused professional, you'll bring a genuine commitment to improving the wellbeing of others while contributing to a supportive and high-performing team environment.

To succeed in this role, you'll have:

• A strong understanding of and sensitivity to equity, disability, cultural, and social needs;
• Exceptional relationship-building skills, with the ability to connect with and influence a diverse range of people;
• Proven experience managing challenging situations, including negotiation and conflict resolution;
• The ability to coach, mentor, and support colleagues, helping to build capability and confidence across the team; and
• A proactive, adaptable, and solutions-focused mindset, with a commitment to continuous improvement

You'll be a confident communicator who can engage effectively with veterans, stakeholders, and colleagues contributing to a positive, inclusive, and collaborative workplace culture.

We currently have two opportunities available:

• One permanent position
• One fixed-term position through to September 2027

Nōu te rourou | What's in it for you

Safeguard your loved ones with a fully funded life cover of up to $300,000 and critical illness protection. Other benefits include discounted additional insurances, free will services and savings schemes for the Defence community. Get expert financial guidance and mortgage broker services. Find all our benefits and more on the Force 4 Families website.

NZDF champions diversity and inclusivity, valuing every member and fuelling their success. We embrace uniqueness, understanding that diverse teams drive creativity, innovation, and excellence. With an open door to all – irrespective of gender, ethnicity, ability, age, or family dynamics – NZDF offers a flexible, empowering work environment. Join us in shaping a brighter future, where everyone thrives.

Me pēhea te tuku tono | How to Apply

Applications close on Monday 31 August 2026.

Use the links on this page where you’ll be directed to the Defence Careers website.

Please Note:

• All applications must be made online, via the Defence Careers website. Each listing contains the Position Description.
• Your cover letter will be a key part of our selection process, so please highlight how your experience relates to the key activities outlined in the Advert and Position Description.
• Applicants will be required to undergo a pre-employment drug-screening test prior to any offer of employment being made.

NZDF Employees/Members – please apply internally via the HR Toolkit; this will ensure that you are visible as an internal candidate.

NZDF Contractors – please apply via the Defence Careers website.

NZDF Reserves – please apply via the Defence Careers website if you cannot access the HR Toolkit.

Please Note:

To be eligible for the required level of government security clearance with the NZ Defence Force, you need to meet certain citizenship and residency criteria. Here’s what you need to know:

Low Level Security Clearance

• You must be a New Zealand citizen or you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa.
• At minimum, you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa, and you must be a citizen of and have lived in Australia, Canada, United Kingdom, United States of America or New Zealand continuously for the last five (5) years.
• You must have a five (5) year background history that can be verified and assessed appropriately by the NZ Security Intelligence Service (NZSIS) to determine if you are suitable for a security clearance at this level.

If you do not meet the minimum criteria, unfortunately, your application will not be accepted. We do welcome your application at a time when you will meet the requirements.