Job Description

What the role is:Looking for a workplace with passion and commitment to empower and restore lives of the vulnerable population in Singapore? Join the Rehabilitation and Protection Group (RPG)! As part of the RPG family, Children-in Care (CIC) services safeguards the safety and well-being of children and young persons in Singapore. The science and art of our work remain very much firmly rooted on keeping children safe from harm, working in partnership with families and stakeholders.What you will be working on:Brief description of Job Scope: Reporting to the Senior Manager/Assistant Director, you will assist with Managing Frontline Services (public fronting) in Child Welfare. This involves managing enquiries from members of the public and partners; MP appeals and other administrative tasks. Responsibilities: As an Assistant Manager/Manager, you will: \xe2\x80\xa2 Manage a small team (junior/temp staff and/or interns) to handle emails, calls from and to members of the public and partners in a timely manner; \xe2\x80\xa2 Vet emails and submissions of junior staff, as needed; \xe2\x80\xa2 Conduct daily debrief with team to provide guidance and consults on enquiries; \xe2\x80\xa2 Manage appeals received from Members of Parliament in a timely manner; \xe2\x80\xa2 Staff up submissions as needed to management; \xe2\x80\xa2 Develop and update workflows, SOPs and FAQs in relation to management of the enquiries; \xe2\x80\xa2 Maintain updated records of all enquiries for the purposes of tracking be it manually or in a system (when system is available); \xe2\x80\xa2 Maintain and update MSF\'s Adoption website (including AskGov, etc) on a regular basis; \xe2\x80\xa2 Data monitoring and analysis of Enquiries for adoption related trends e.g., monthly report on CW dashboard, HOD meetings; \xe2\x80\xa2 Working closely with the agencies involved in the outsourcing of straightforward enquiries; \xe2\x80\xa2 Collaborating with internal partners in relation to management of enquiries (e.g ensuring timely response, etc); \xe2\x80\xa2 Involved in system building and development, pertaining to Enquiries Management module; \xe2\x80\xa2 Any other tasks/projects that will be assigned e.g CW workgroups, inter-division or inter-branch workgroups, committee representative if nominated, etc.What we are looking for:Requirements: Functional/Technical Competencies \xe2\x80\xa2 Tertiary qualifications. Degree in any human services related field will be an advantage. \xe2\x80\xa2 Experience in frontline service will be an added advantage. Generic Competencies \xe2\x80\xa2 Able to work independently as well as in a team \xe2\x80\xa2 Able to work in a fast-paced environment and multi-task \xe2\x80\xa2 Have good communication and interpersonal skills. Able to collaborate with people from different groups and sectors. \xe2\x80\xa2 Able to build and maintain good relationships with applicants. \xe2\x80\xa2 Is Emotionally intelligent and has an empathetic propensity to read between lines and understand applicants\' needs and expectations. \xe2\x80\xa2 Confident in drafting emails and reports. \xe2\x80\xa2 Ability to undertake both macro perspectives and in-depth analysis \xe2\x80\xa2 Good analytical and critical thinking abilities \xe2\x80\xa2 Demonstrate personal integrity and accountability \xe2\x80\xa2 Is meticulous, curious and resilient \xe2\x80\xa2 Is resourceful and knowledgeable \xe2\x80\xa2 Empathetic to the needs of children, youth and families in need of services from Child Welfare \xe2\x80\xa2 Passionate about serving the vulnerable and investigative in outlook \xe2\x80\xa2 Able to work calmly in highly stressful situations and environment; does not get anxious easily \xe2\x80\xa2 Be tenacious and resilient in handling difficult situations/ aggressive clients; \xe2\x80\xa2 Have a high level of emotional resilience; \xe2\x80\xa2 Able to have strong conflict resolution skills to support child welfare officers resolve issues with applicant issues. \xe2\x80\xa2 Able to acknowledge personal weaknesses and seek help as neededAbout Ministry Of Social And Family Development:\xe2\x80\x9cWe are Professionals with Passion for People\xe2\x80\x9d The Ministry of Social and Family Development (MSF) develops the \xe2\x80\x9cheartware\xe2\x80\x9d for Singapore through our policies, community infrastructure, programmes and services. Our mission is to nurture resilient individuals, strong families and a caring society that can overcome challenges together. We are committed and passionate in developing a strong social service sector, and play key roles in shaping the future of Singapore. Through these efforts, we hope to play a part in helping our citizens achieve their hopes and aspirations for themselves and their families. A career in MSF is a challenging and fulfilling one that allows you to make a difference in shaping the lives of Singaporeans. If you are driven and enjoy working in a fast-paced environment, we welcome you to be part of the MSF Family!

Ministry of Social and Family Development