Triage Caseworker

 

Purpose of role           Working as part of the Casework Team, the Triage caseworker will be the first point of contact for beneficiaries seeking support.  Using the triage process to establish the initial needs, moving forward the requests and following up once the casework process has been completed. This role will involve assessing the needs of the children and family to provide recommendations for appropriate assistance.

 

Full time position                                 35 hours per week based in our office in Portsmouth

Location                                              Castaway House, 311 Twyford Avenue, Portsmouth PO2 8RN

Salary                                                  £29,000 per annum

Contract                                              Permanent subject to a successful 6-month probationary period.

 

Company pension scheme                Subject to successful 3-month probationary period.

Other benefits include                        Employees group life insurance scheme.

                                                            Employee Benenden Health scheme.

                                                            Free onsite secure parking.

Generous leave allowance

 

The Naval Children’s Charity provides financial and holistic support to children and families around the UK.  We work closely with other charities, have our own team of caseworkers and use an external Armed Forces group case management system CRM, as well as a bespoke internal CRM of our beneficiaries.

 

This role is subject to DBS checking.

 

Key Tasks and Responsibilities

Caseworkers provide support and advice to eligible individuals in line with the policies of the Naval Children’s Charity.  They work closely with other organisations to ensure that children and families receive appropriate and prompt support.

 

·         To act as the first point of contact for the Casework team and beneficiaries

·         To complete an initial assessment of need by triaging telephone calls, emails and applications received through different CRMs used by the Charity

·         Contact families who submit an enquiry through the Charity website or via email

·         Pass emergency requests for support to the Casework Team Manager or Head of Welfare for prioritising

·         Deal with enquiries and correspondence from beneficiaries

·         Establish a relationship of trust with beneficiaries.  Offer support and signpost beneficiaries in areas such as relationship, bereavement, family counselling both by telephone and in person when appropriate to statutory/external organisations and Armed Forces charities.

·         Liaise with external caseworkers from SSAFA, RN FPS and other organisations to ensure comprehensive casework is carried out on all beneficiaries

·         Investigate applications for grants and, following assessment, produce recommendations for the Head of Welfare/CEO and Welfare Committee

·         Follow up with beneficiaries once casework has been completed to ascertain impact and any unmet need

·         Investigate beneficiary entitlement to statutory funds, advise of other possible sources of charitable funding and, with the beneficiaries’ consent, refer to other charities to almonise with them to provide a package of care for the beneficiary

·         Ensure confidential handling of all information concerning beneficiaries in accordance with the Naval Children’s Charity’s confidentiality and data protection policies

·         Keep thorough, confidential and systematic records of all matters concerning enquiries, applications, and grant awards in accordance with the Naval Children’s Charity’s Data Protection policies

·         Provide feedback and regular reports to inform Casework Team Manager of trends

·         Process day to day invoices and pass to the Head of Finance

·         Keep up to date with developments on legislation, childcare issues and the benefits system and have an awareness of the MoD allowance system

·         Regularly update personal training and skills

·         Other relevant duties may be assigned from time to time

 

 

PERSON SPECIFICATION

Experience

 

·         Professional experience in a Triage/Caseworker/Family Support Worker role

·         Previous experience of working with Serving Personnel/Veterans/Children in a support capacity

·         An understanding and awareness of the benefits system

·         Good knowledge of the Naval and Armed Forces Charity sector (Desirable)

 

Knowledge and skills commensurate with role to include:

·         Empathetic and non-judgemental nature

·         Excellent interpersonal, written, verbal communication skills.

·         Well-developed IT skills, including Microsoft Office 365 and Teams. Training will be provided on our case management systems.

·         Excellent attention to detail and a logical approach to work, with excellent planning and organisational skills.

·         A team player with a positive, solution-focused approach to work.

·         Ability to work independently demonstrating excellent time management skills.

·         Ability to stay calm and work effectively under pressure, especially when meeting short notice deadlines.

·         An understanding and commitment to the mission, vision and values of the Charity.

·         In possession of a full UK driving licence.

 

Comprehensive understanding and implementation of GDPR and Data Protection principles; some of the information you may be required to process is of a sensitive and confidential nature.

 

Context and additional information

 

·         Expenses incurred whilst fulfilling the duties of this role will be paid in accordance with NCC policy.

·         You may be required to attend events to engage with Naval families (overtime is not paid, however Time Off In Lieu (TOIL) is given.

·         Willingness to successfully complete appropriate job-related training.

·         Have, or be willing to undertake and pass, MOD security checks.

 

Suitable candidates will be asked to complete an Application Form.

The tasks listed in this job description are not designed to be exhaustive and may vary from time to time according to the needs of the organisation.  This document will be reviewed in consultation with the post holder as the role and services provided by the organisation develop.

The Naval Children’s Charity is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.