Support Liaison Coordinator - Pretoria East

SUMMARY:

Role Purpose

Key Responsibilities

• Receive, review, and respond to applications in a professional and timely manner.
• Maintain accurate and up-to-date records of all applications and supporting documentation.

• Refer clients to appropriate service providers based on specific case needs.
• Maintain and update the service provider database while identifying new potential providers.
• Facilitate smooth communication between clients and service providers to support effective case management.
• Periodically assess service provider performance and make recommendations for improvement.

• Resolve client queries promptly and effectively.
• Address issues that arise during service delivery while maintaining professional relationships.
• Conduct reconciliations and manage discrepancies where necessary.

• Manage sensitive client data securely in line with confidentiality requirements.
• Track engagements, case progress, and service interactions for reporting purposes.

• Manage scheduling, correspondence, and documentation requirements.
• Prepare case reports, meeting packs, and other required materials.

• Assist in the preparation of monthly and donor-related reports.
• Ensure alignment with compliance and reporting requirements.

Decision-Making Areas

• Identify appropriate service providers to meet client needs.
• Assess applications for eligibility and escalate when necessary.
• Resolve client queries and escalate complex matters.
• Recommend new service providers and evaluate existing ones.
• Prioritise tasks and manage workload to meet deadlines.
• Decide on information to include in reports and compliance submissions.

POSITION INFO:

Minimum Requirements

• Matric certificate (a relevant diploma or degree will be advantageous).
• Minimum of 5 years relevant work experience.
• At least 2 years’ management or supervisory experience.
• Strong working knowledge of Microsoft Office Suite.
• Proven ability to work effectively under pressure and manage sensitive information.

Knowledge, Skills & Attributes

• Understanding of confidentiality principles and case management best practices.
• Strong relationship management and partnership development skills.
• Excellent written and verbal communication.
• High level of attention to detail and ability to prioritise.
• Strong organisational and administrative capabilities.
• Self-starter with the ability to work independently.
• Collaborative team player with strong interpersonal skills.
• Lateral thinker with problem-solving and decision-making ability.
• Comfortable working in a paperless and technology-driven environment.