Executive (Volunteers, Outreach and Case Management), Centre for Domestic Employees (CDE)

The Centre for Domestic Employees (CDE) champions for the fair employment treatment of domestic employees in Singapore through balanced and pragmatic approach and promotes cohesive social integration among the community.

About the Role

The Case Officer provides advice, assistance and case-management support to Migrant Domestic Workers (MDWs), employers and other relevant parties on MDW employment and welfare matters.

The role manages cases from initial intake through follow-up and closure, including assessing concerns, providing factual and impartial information, coordinating support, facilitating resolution where appropriate and escalating potential regulatory concerns to the relevant authorities. The Case Officer may also support urgent cases, shelter-related matters, outreach activities and CDE's 24-hour helpline operations.

Job Responsibilities

• Provide advice and assistance to Migrant Domestic Workers (MDWs), employers and other stakeholders on MDW employment and welfare-related matters.
• Manage cases from intake to closure, including case assessment, information gathering, documentation, follow-up and case resolution.
• Assess welfare, safety and employment concerns, and identify cases requiring escalation, intervention or referral.
• Be part of the team rostered to attend to 24-hour helpline calls, email and social media enquiries, including urgent after-hours cases when required.
• Facilitate communication and resolution between parties where appropriate, and coordinate support for clients seeking assistance.
• Escalate suspected breaches of employment regulations, welfare concerns or criminal matters to the relevant authorities, and facilitate follow-up actions and investigations.
• Conduct engagement and coordinate matters relating to MDWs under CDE's care, including follow-ups and support services.
• Liaise with stakeholders such as government agencies, embassies, employment agencies, employers, volunteers and community partners on case-related matters.
• Maintain accurate and timely records in the Customer Relationship Management (CRM) system, ensuring compliance with data protection and confidentiality requirements.
• Monitor case trends and emerging issues, and provide feedback to support service improvement and operational planning.
• Assist in outreach and engagement activities, including CDE events and initiatives when required.
• Support the recruitment, engagement and retention of volunteers to strengthen CDE's outreach and community engagement efforts.
• Perform any other ad-hoc tasks as assigned

Requirements

• Diploma/ Degree in any discipline
• Ability to manage difficult situations and has a flair to work well with different stakeholders from various cultural and social backgrounds.
• Proactive communicator who enjoys building and maintaining relationships with volunteers including MDWs.
• Proficient in Microsoft Office applications and other digital tools.
• A team player who is self-motivated, resourceful and able to work independently.
• Ability to converse in MDW's native language (e.g, Burmese, Tagalog or Tamil/Hindi) is an advantage.
• Willingness to work on Sundays and support after-office-hours duties when required.
• Prior experience in case management or community engagement will be an advantage.