Case Resolution Clerk (2 Positions) at the Department of Home Affairs

DEADLINE: 02 June 2023


SALARY LEVEL:  A basic salary of R241 485 to R281 559 per annum (Level 6).

CENTRE: Head Office, Pretoria, Branch: Institutional Planning & Support, Directorate: Home Affairs Contact Centre.

REQUIREMENTS  : • An undergraduate qualification in Public Administration / Social Sciences / Public Management at NQF level 6 as recognized by SAQA • Completion of the Cadet or Internship programme within the Department of Home Affairs will be an added advantage • Knowledge of Acts and Regulations administered by the Department • Knowledge and understanding of the Departmental Standard Operating Procedures • Knowledge and understanding of Public Service Acts and Regulations • Knowledge and understanding of the Code of Conduct for Public Servants • Knowledge and understanding of the Batho Pele Principles • Knowledge and understanding of the Public Information Management Acts (PAIA and POPIA) • Understanding of the Constitution of the Republic of South Africa • Required skills and competencies: Business report writing • Computer literacy • Problem solving and analysis • Planning and Organising skills • Conflict Management • Influencing and Networking • Facilitation, negotiation and interpersonal skills • Research skills • Telephone skills.

DUTIES: The successful candidate will be responsible for, amongst others, the following specific tasks:

  • Render effective daily Customer Services operations • Investigate cases escalated electronically • Interact with various business units / institutions and customers during the process of resolving different categories of cases • Input the investigated information regarding the cases into the applicable case management system • Comply with timeframes set for each process step • Gather information in order to deal effectively with cases • Gather supporting documents including departmental records and files to resolve the case • Liaise with clients, Business units, Front Offices and State Institutions on outstanding documents • Escalate cases to Tier 3 nodal points or role players • Update clients on progress of the case • Update the Case Management System with the latest information on the case • Upload supporting documents on the Case Management System • Resolve cases and finalise applications within own are of competence • Ensure and maintain a high level quality of data input onto the Case Management Systems.

ENQUIRIES:     Ms M Mthembu, Tel No: (012) 300 8602

Where to submit your applications

Quoting the relevant reference number, direct your comprehensive CV, citing the start and end date (dd/mm/yr) of each employment period to be considered, together with an Application for Employment Form (New Z.83), obtainable from any Public Service department or at, by the closing date to:

Department of Home Affairs, Head Office:

Postal Address: Private Bag X114, Pretoria, 0001

Physical Address: 230 Johannes Ramokhoase (Proes) street, Cnr Thabo Sehume (Andries) street, Pretoria, 0001


Applications must be –

  • sent to the correct address specified at the bottom of the Circular, on or before the closing date;
  • submitted on the new Application for Employment Form (Z.83), obtainable at;
  • accompanied by a comprehensive CV, citing the start and end date (dd/mm/yr) of each employment period to be considered, including the details of at least two contactable employment references (as recent as possible);
  • shortlisted candidates will be required to submit a copy of their ID document, a valid driver’s license (if specified as a job requirement), as well as the relevant highest educational qualifications, on or before the day of the interview. Applicants who possess (a) foreign qualification(s), must also submit the evaluated results of such qualifications, as received from the South African Qualifications Authority (SAQA); and


  • In the filling of entry level positions, preference may be given to unemployed youth / graduates, and / or who have successfully completed their respective skills development programmes, who satisfy the inherent requirements of the post and reside within close proximity to the office where the post is based.
  • Shortlisted Candidates will be subjected to an interview;
  • Candidates potentially considered suitable after the interview, will be subjected to employment suitability checks (credit, criminal, citizenship, employment references and qualification verifications).


ALSO, CHECK: x2 Compliance & Risk Specialist Vacancies at Transnet


African Union Commission Scholar || Founder @ Youth Opportunities Hub || Former RBA COST/Sahel Team at UNDP || TEF Alumni ||

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