Case Manager - Dari/Pashto

At Toll, we move the businesses that moves the world. Toll will manage and deliver a range of services on behalf of the Australian Department of Home Affairs in order to support Refugee and Humanitarian Visa applicants with the medical assessment process and subsequent travel to Australia

About the Role

Toll Group is seeking a compassionate and organised Case Manager to support the Australian Government’s Assisted Passage Program, helping refugees and humanitarian entrants resettle in Australia.

In this vital role, you’ll manage client cases from start to finish — coordinating logistics, liaising with international agencies, and ensuring each journey is handled with care and professionalism. This is an opportunity to make a real difference in people’s lives while working in a global, purpose-driven organisation.

What You’ll Do

• Manage end-to-end case files in line with Assisted Passage Program policy.
• Keep clients, families, and advocates informed about the process and key milestones.
• Apply Home Affairs requirements accurately and proactively.
• Maintain cultural and situational awareness when working across diverse communities.
• Work closely with onshore teams to coordinate travel to Australia.
• Activate and oversee third-party services (medical, biometric, accommodation, transit).
• Resolve service issues and escalate risks where necessary.
• Collaborate with humanitarian partners (UNHCR, IOM, ICRC, UNICEF, MSF) and local authorities for client support and documentation.

What We’re Looking For

• Proven experience in case management, customer service, administration, and/or logistics or a similar in large or complex organisations.
• Experience in refugee services, humanitarian aid, global mobility, insurance, or travel is a bonus but not essential.
• Fluency and excellent communication skills in both English, Turkish, and other preferred languages — written and verbal — with cultural sensitivity.
• Confident user of Microsoft Outlook, Word, and Excel.
• Ability to become proficient with inhouse software (training provided).
• Language required: Fluency in Dari and knowledge of Pashto highly recommended.
• Adaptable, empathetic, and able to make sound decisions under pressure.

Qualifications & Requirements

• Must have full legal working rights in Türkiye.
• Must meet employment suitability and background requirements.

Why Join Toll

• Be part of a global logistics and humanitarian support organisation with real social impact.
• Work alongside experienced professionals dedicated to safety, integrity, and care.
• Receive access to in-house training and development through Toll’s accredited programs.

If you’re passionate about helping others and thrive in a dynamic, multicultural environment, we’d love to hear from you.

Job Type: Full-time

Application Question(s):

• Do you have full legal working rights in Türkiye without needing sponsorship?

Language:

• Dari (Required)
• Pashto (Preferred)