Case management

Agency case managers will support and guide employees affected by workplace change through the placement process to match them to appropriate vacancies.

The following has been developed to assist case managers ensure the best outcomes for agencies and employees.


Employees affected by workplace change will need a case manager to help them find suitable alternative vacancies in the Queensland Government.

Case managers will:

  • assist affected employees to understand and participate in the placement process
  • facilitate training and development for affected employees where it is helpful
  • work with managers to ensure affected employees are provided with meaningful duties, which could include sourcing temporary placements to develop experience and skills
  • work with affected employees to identify and refer to suitable alternative vacancies
  • assist affected employees to take appropriate action in response to feedback if employees are unsuccessful.

Learn more about your responsibilities in the Supporting Employees Affected by Workplace Change (SEAWC) Directive.

Before you register an employee you should:

  • Advise the employee of their change in circumstances following workplace change.
  • Meet with the employee to:
    • identify the employee's desired actionable pathway, which may be redeployment, transfer or interest in voluntary redundancy
    • emphasise their responsibilities under the SEAWC directive to actively engage in the support employees affected by workplace change process
    • confirm their desire to be registered as an employee affected by workplace change for priority transfer and/or redeployment and help them understand the process under the SEAWC directive.

Agencies are responsible for registering every employee requiring placement internally and maintaining appropriate records for reporting.

When the case management process begins, the employee will need to provide a current resume to their allocated case manager to help with matching of vacancies. Agencies are responsible for submitting a request to the Public Service Commission (PSC) by email to to request the case manager be registered for access to the eJobs employee placement system (eJobs). Each week the case manager will receive a link to current vacancies to identify potentially suitable roles for the affected employee.

As a case manager, you can provide employees with career advice and planning resources to explore possible career pathways before beginning to match for roles.

Case managers, employees and their supervisors have a shared responsibility to identify reasonable training and development opportunities to support placement.

Case managers can help employees:

  • refine their personal brand. This includes:
  • prepare for suitability assessments by building interview skills
  • consider short-term temporary placements to broaden their experience and skills. To aid sourcing these placements, as well as other suitable roles, career pathways may include:
    • monitoring eJobs
    • searching and subscribing to SmartJobs
    • registering for Talent Now, an online talent solution for the Queensland public sector
    • engaging with the employee's own networks
    • reaching out to other case managers and HR teams
    • tracking updates on social media (e.g. example hiring groups on Queensland Government Yammer).
  • identify mentors or education and training opportunities (budget and delegation limitations will need to be considered if using external training/educational providers)
  • receive counselling, if needed, through their agency's employee assistance program.

eJobs is the main resource to identify suitable government of vacancies for employees affected by workplace change, although as outlined above, it is not the only resource.

eJobs enables agency representatives to:

  • submit vacancies directly into the system for matching with employees affected by workplace change.
  • receive advice about vacancies available for employees affected by workplace change.

Find out how to use eJobs.

As a case manager, you can:

  • contact the person on a posted job vacancy for more information about the role
  • refer employees to vacancies suitable to their skills, capabilities and experiences; and, with their permission, consider them for vacancies in regional or alternate locations
  • work with the employee to develop a standard suitability statement additional to their resume which outlines their skills, capabilities, experiences, strengths, goals and achievements. An example statement for sharing with hiring managers would be:

    'Harry has over 10 years' experience with the Queensland Government working across multiple agencies. Harry is a brilliant communicator—writing and editing briefs, public speaking and listening to client needs. Harry has a strong understanding of government policies and processes and is able to communicate to team members in a way that everyone can understand the intent. Harry would work well in a team where daily tasks vary as he thrives working in fast-paced and challenging environments. Harry would like to join a cross-functional team to help develop a greater understanding of whole-of-government legislation.'

To support the placement process, employees can:

  • highlight elements of their suitability with their case manager when agreeing to be referred to a role
  • apply for roles outside of eJobs—this shows they are actively engaged.

A suitability assessment is used when an affected employee is to be considered for a vacant position within a public service agency. The receiving agency needs to carry out an assessment within 7 business days, from referral of the possible match to advice of outcome. The assessment should consider if the employee has the knowledge, skills and abilities to perform the duties required or ability to learn the duties required.

Find out more about suitability assessments.

As a case manager, you will need to work with the employee's line manager or supervisor to ensure the employee is engaged and has been allocated meaningful duties.

Meaningful duties refers to duties that are equal with the substantive classification level of the affected employee.

You should identify and, where appropriate, facilitate temporary placements of the employee to develop experience and skills that are considered meaningful duties. This may include releasing department funding for short-term placements in other agencies or external organisations.

You will need to be mindful that employees may feel isolated when placed in a new area and may require additional support, including clear scope of meaningful duties.

Under the SEAWC directive, case managers are required to conduct a review of the actions taken to place an employee within 4 months of being registered. The review report must:

  • set a further review date (no later than 4 months)
  • identify actions to be taken by the releasing agency and employee during this period.

A review outlines the steps the case manager, agency and employee has taken to place the employee in a new role. Keeping a comprehensive case file from the beginning of the placement process is necessary.

Exit strategy discussions may arise at reviews. This may include:

The PSC Chief Executive may consider involuntary redundancy only under exceptional circumstances.

Agencies must keep their own register of employees affected by workplace change.

Agencies are required to:

  • complete quarterly reporting on the implementation of the SEAWC directive as required by the Public Service Commission (PSC), including providing information on the number of voluntary redundancies and employees registered for placement under the directive
  • complete an annual self-assessment of actions taken under the SEAWC directive including the effectiveness of case management.