ICCP Manager

ICCP Manager

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The Centre Manager (ICCP) is responsible for the management, coordination, and operational oversight of REACH’s Integrated Community Care Provider (ICCP) portfolio across all four sub-regions under REACH’s care: Bukit Batok 1 (BB-1) and Choa Chu Kang 2 (CCK-2), where REACH is the lead organisation, and Bukit Merah 3 (BM-3) and Bukit Panjang 1 (BP-1), where REACH provides collaboration and coordination support.

As the Responsible Officer (RO) for the ICCP team, the CM(ICCP) oversees the delivery of integrated care services, leads the ICCP care team, and serves as REACH’s primary representative and liaison to AIC, MOH, and sub-regional partners. This role reports directly to the Head, Senior Service.

Roles and Responsibilities

a) ICCP Management & Operational Oversight

Referrals Coordination & Implementation

• Work with the HOD to coordinate and operationalise the ICCP workplan across all four sub-regions in alignment with AIC / MOH requirements and organisational outcomes.
• Collaborate with partner organisations and internal units to implement ICCP workflows, referral pathways, and operational processes.
• Monitor ICCP project milestones, risks, and deliverables to ensure timely progress and issue resolution.
• Ensure compliance with established community care standards, escalation processes, and documentation quality across the team.

Secretariat & Administrative Oversight

• Provide or oversee secretariat support for ICCP sub-regional and related meetings, including preparation of agendas, presentation materials, minutes, and follow-up actions.

i. Chair, facilitate and organise sub-regional ICCP meetings for BB-1 and CCK-2, including steering committee meetings and operational committee meetings; ensure actions are tracked and followed up.

• Maintain accurate and up-to-date shared systems for documentation, data tracking, and reporting.
• Compile, verify, and submit ICCP claims and progress reports to AIC / MOH / NCSS on behalf of REACH, ensuring accuracy, completeness, and timely submission in accordance with funder requirements.

Monitoring, Reporting & Evaluation

• Track ICCP key performance indicators (KPIs) for BB-1and CCK-2; review and monitor KPI progress with HOD / AHOD on a regular basis.
• Prepare dashboards, analytical reports, and presentation materials for internal management and AIC reporting.
• Support programme evaluation exercises and document lessons learnt for service improvement.
• Brief and update HOD / AHOD regularly on sector developments, sub-regional progress, and emerging risks or opportunities.

b) Team Leadership & People Management

• Serve as the Responsible Officer (RO) for the ICCP team, with direct oversight of CCEs (ICCP) and Senior CCEs (ICCP) across all sub-regions.
• Manage staff welfare, growth, and professional development; conduct regular supervision and performance reviews.
• Build team capability through structured coaching, case consultations, and facilitated learning.
• Manage caseload distribution across the team, ensuring equitable workloads and service continuity during peak periods or staff absences.
• Support the onboarding of new ICCP staff, ensuring orientation is structured and role expectations are clearly communicated.

c) Sub-Regional Liaison & Stakeholder Engagement

BB-1 and CCK-2 (Lead sub-regions)

• Represent REACH as the lead organisation in sub-regional ICCP meetings, steering committees, and operational discussions.
• Manage relationships with AIC sub-region relationship managers, healthcare partners, and community service providers.
• Ensure REACH’s ICCP delivery in these sub-regions meets all contractual, KPI, and service quality obligations.

BM-3 and BP-1 (Support sub-regions)

• Attend and participate in sub-regional ICCP meetings alongside the lead organisations for BM-3 and BP-1.
• Coordinate and collaborate with lead organisations on shared workflows, referral pathways, and joint initiatives.
• Provide briefings and updates to HOD / AHOD on developments, decisions, and changes arising from these sub-regions.
• Maintain an active awareness of sector and policy changes affecting BM-3 and BP-1 to ensure REACH remains aligned and well-informed.

d) Care Management Oversight

• Oversee the triage of incoming ICCP cases across all sub-regions, ensuring appropriate care management pathways and prioritisation levels are applied.
• Apply knowledge of InterRAI frameworks and assessment logic to support triage quality and escalation decisions.
• Review documentation quality across the ICCP team and implement corrective actions where required.
• Provide coverage and system support for care management workflows during periods of high demand, staff shortages, or complex escalation.

e) SOP Ownership & Governance

• Write and update ICCP SOPs in line with AIC / MOH requirements and organisational standards.
• Ensure team compliance with all relevant SOPs, governance frameworks, and audit requirements.
• Prepare the ICCP team for audits and liaise with AIC /MOH on audit findings and corrective actions.

f) RFP Submissions & New Programme Start-ups

• Support the HOD in the preparation and submission of Requests for Proposal (RFPs) for new ICCP, AAC, or SCC sites and centres, including collation of supporting documentation and coordination with relevant internal teams.
• Lead or support the start-up of new SCCs and AACs, including operationalising workflows, onboarding staff, setting up systems, and ensuring readiness for service commencement.

g) Stakeholder & Relationship Management

• Build and maintain trusted working relationships with AIC sub-region relationship managers, MOH representatives, and relevant government agencies, representing REACH professionally in all formal and informal interactions.
• Serve as REACH’s primary operational liaison with ICCP partner organisations and healthcare stakeholders across all four sub-regions, fostering collaboration, resolving service tensions, and maintaining goodwill.
• Attend and participate in inter-agency meetings, steering committees, and coordination platforms; brief HOD / AHOD promptly on decisions, developments, and risks arising from these engagements.
• Manage internal stakeholder relationships across REACH’s RS teams, ensuring ICCP workflows, KPIs, and operational changes are communicated clearly and implemented consistently.
• Represent REACH’s values and service standards credibly in external settings, including funder meetings, audits, site visits, and sector-level events.

h) Other Duties

• Perform any other responsibilities as assigned by the Head of Department (HOD).

Qualifications

• Minimum 3 years of experience in care coordination, case management, or community care programme management.
• At least 3 years of experience in a supervisory or team leadership role.
• Prior experience managing AIC / MOH / NCSS-funded programmes is required.
• Background in Healthcare, Community Care, Allied Health, Social Work, or related disciplines will be advantageous.
• Trained and certified as an InterRAI Assessor is preferred.
• Proficiency in Microsoft Office 365, SharePoint, Caritahub, BRIGHT, and data reporting tools.

Core Competencies

• Strong programme management and operational oversight skills
• Confident people manager with experience developing and retaining staff
• Excellent stakeholder engagement and relationship management abilities
• Strong analytical and reporting skills; able to translate data into actionable insights
• Effective conflict management and problem-solving under pressure
• High standards of professionalism, governance, and confidentiality
• Knowledge of community care services, ICCP frameworks, and sector systems
• Ability to represent the organisation credibly at external meetings and with government agencies

Please email your resume to [email protected]. Only shortlisted candidates would be notified for an interview.