About The Role

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