Senior Executive (Integrated Community Care Office) - #1168229

A) Supervision and Guidance of ICCO Staff

1. Provide day-to-day supervision, coaching, and guidance to junior ICCO staff, including Care Coordinators, Care Navigators, Programme Executives, and administrative support staff.

2. Guide junior staff in referral triage, case assessment, service navigation, documentation, follow-up, and escalation.

3. Conduct regular case discussions, team huddles, and supervision check-ins.

4. Review the quality of case notes, referral records, tracking logs, and follow-up documentation.

5. Support staff in managing complex, high-risk, multi-need, or unclear cases.

6. Identify staff training needs and support capability-building within the ICCO team.

7. Promote a professional, accountable, and collaborative team culture within ICCO.

B) Case Management and Referral Oversight

1. Oversee the receipt, assessment, triage, and routing of referrals from internal teams, hospitals, RHS partners, AIC, primary care providers, community partners, caregivers, and walk-in enquiries.

2. Conduct preliminary case assessment to identify social, care, health, mobility, caregiver, family, financial, and service access needs.

3. Provide case management support for complex or multi-service cases.

4. Ensure referrals are routed appropriately to SCC, AAC, CCMS, ICCP, Home Care, Therapy, Nursing, caregiver support, Community Screener assessment, or other relevant services.

5. Monitor pending, unresolved, duplicated, or delayed referrals and ensure timely closure or escalation.

6. Facilitate case discussions with relevant internal and external stakeholders where required.

7. Ensure proper handover between services so that seniors and caregivers do not fall through the cracks.

8. Escalate safeguarding, clinical, psychosocial, or operational concerns to the appropriate professional lead or senior management.

C) ICCO Operations and Workflow Support

1. Support the implementation and refinement of ICCO workflows, referral pathways, triage guidelines, escalation protocols, and service maps.

2. Maintain ICCO referral logs, dashboards, tracking sheets, case-routing records, and performance reports.

3. Coordinate internal meetings, service huddles, partner discussions, and follow-up actions.

4. Standardise ICCO processes across assigned centres and service clusters.

5. Identify operational gaps, repeated referral issues, workflow bottlenecks, and areas for service improvement.

6. Support change management as ICCO develops into a stronger integrated care coordination platform.

D) Cross-Service Integration

1. Support ICCO’s coordination role across AAC, SCC, CCMS, ICCP, Home Care, Therapy, Nursing, caregiver support, and other community services.

2. Support right-siting of clients across services, including AAC to SCC, SCC to therapy, AAC to caregiver support, hospital discharge to community follow-up, and community screening to case management.

3. Work with centre teams and service leads to ensure appropriate follow-up, service matching, and continuity of care.

4. Support integrated care pathways, including Healthier SG social prescription, AgeWell SG, post-discharge follow-up, falls risk, frailty, caregiver stress, community health screening, and palliative or community support pathways.

5. Strengthen ICCO’s role as a central coordination point for community care referrals and service routing.

E) Partnership and Stakeholder Coordination

1. Support collaboration with RHS, PCN, AIC, hospitals, polyclinics, GPs, grassroots organisations, social service agencies, hospices, faith-based organisations, and community partners.

2. Represent ICCO in relevant internal and external discussions when required.

3. Maintain updated partner directories, service maps, contact lists, and referral pathways.

4. Coordinate joint outreach, health screening, caregiver support, social prescription, and community engagement initiatives.

5. Track partnership referrals, joint initiatives, partner feedback, and follow-up actions.

F) Data, Quality and Reporting

1. Ensure accurate, timely, and confidential documentation in accordance with organisational policies and PDPA requirements.

2. Track key ICCO indicators, including referral turnaround time, referral closure rate, service conversion rate, pending referrals, repeat referrals, unresolved cases, and partner referral volume.

3. Prepare management reports, dashboards, funding reports, audit updates, RFP-related reports, and programme evaluation summaries.

4. Analyse referral trends to identify service gaps, emerging community needs, and opportunities for service development.

5. Support quality improvement initiatives to improve care coordination, client experience, staff accountability, and partner confidence.