Case Manager - Control Room

Job description

About the Role As a Case Manager for the AURA Control Room , you will be responsible for owning emergency cases from activation to resolution. You will assess information, coordinate responses, communicate clearly with stakeholders, and ensure each case is handled with accuracy, urgency, and professionalism. This is not a call-centre role and not a security officer position. It is a case ownership role in a high-stakes, time-sensitive operational environment. Key Responsibilities Caring about the safety and security of our users and/or their property Follow operating procedures to ensure efficient help is provided Own and manage cases from initiation through to resolution Assess incomplete or evolving information and determine next actions Coordinate responses across multiple parties and systems Communicate clearly, calmly, and professionally with users and partners Maintain accurate records and case notes throughout the lifecycle Apply defined processes while exercising sound judgement Work effectively in a 24/7, shift-based operational environment Minimum Requirements NQF Level 6 qualification or higher (degree or diploma) Strong written and verbal communication skills Demonstrated ability to think critically under pressure Comfortable working with systems, multiple screens, and real-time data High levels of accountability, reliability, and attention to detail Willingness to work shifts, including nights, weekends, and public holidays Advantageous (but not required) Background in operations, case management, incident management, or coordination roles Experience in environments where decisions have real-world consequences Exposure to regulated, structured, or compliance-driven work environments Who Will Thrive in This Role Individuals who prefer owning outcomes , not just completing tasks Professionals who value process, discipline, and consistency Calm thinkers who can operate effectively during high-pressure situations People who take responsibility seriously and communicate with intent Why Join Us Be part of a team redefining emergency operations Work in a role that values judgement and professionalism Clear standards, strong operational discipline, and real accountability Opportunity to grow within a modern, data-driven operational environment