About the role
Our passionate Regional Casework Coordinators are SSAFA’s front line of support for members of the armed forces community in need. They are the first point of contact for all beneficiaries into the Regional Office, assessing needs and allocating the case to one of our volunteer caseworkers.
You will sometimes handle complex problems from individuals who may be distressed, identifying the presenting and potential underlying needs to determine the best way to support the beneficiary. You will have ownership of cases from beginning to end, coordinating the casework process in a timely manner and ensure that the beneficiary journey is at the centre of the Service. You will have the opportunity to shape processes and procedures within the office which will lead to improvements in the service offered to clients.
To help you establish yourself in this new post you will receive excellent training and induction to SSAFA.
Whilst the post is homebased, to be eligible for this role you are required to live in the South West region in Cornwall, Devon, Dorset, Wiltshire, Gloucestershire or Somerset. There will be occasional travel around the South West Region, and you will be required to travel for quarterly face to face team meetings.
About the team
The team work remotely and pride themselves in maintaining a close working bond which ensures the smooth operation of the office. You will work closely with volunteers from the eight SSAFA branches in the South West, supporting them to administer casework for SSAFA beneficiaries. The successful candidate will work as part of a larger team of 10, which includes two Regional Casework Managers and a Regional Operations Manager.
About you
To carry out this role successfully you will have a track record of providing welfare advice in key areas such as housing benefits, debt, disability, mobility or immigration issues. You will have knowledge of safeguarding and GDPR and experience in dealing with sensitive information and people in vulnerable situations. You will be able to provide excellent customer service by telephone, e-mail and face to face. You will have used Microsoft Office 365 to a high standard. It is important that you have experience of planning and managing your own workload, with minimal supervision.
It would be advantageous if you have an understanding of the way of life for today’s Armed Forces, veterans and their families and if you have experience of recruiting and supporting volunteers. An understanding of the voluntary sector and preferably the military charity sector landscape across the South West would be valuable
KEY RESPONSIBILITIES
· Provide a reassuring and knowledgeable first point of contact within the Regional Office for SSAFA beneficiaries and other stakeholders. Triage all enquiries and assess the needs and eligibility of the enquirer for SSAFA support.
· Ownership of cases from beginning to end, coordinate the casework process in a timely manner and ensure that the beneficiary journey is at the centre of the Service. Refer new case enquiries on through the appropriate volunteer channel; support casework delivery through regular communication with the volunteer Caseworkers, providing advice, guidance and support as necessary.
· Using the casework management systems, accurately and professionally maintain a record of calls and emails relating to the case to reflect case progress and outcomes.
· Adhere to the safeguarding, confidentiality and data-protection policy at all times, including escalation to emergency services for clients where there are immediate areas of concern.
· Work with team members to share information and ideas which will lead to improvements in the service offered to clients and a better directory of assistance organisations.
· Contribute to a positive working environment and supportive team culture.
· Build and maintain strong relationships with assistance providers.
· Support in the procurement of goods and services for beneficiaries.
· Administer financial accounts as required so that funds are available for casework.
· Assist the Regional Casework Manager with the compilation of statistics and data for reporting on casework activity.
· Work closely with colleagues from across SSAFA (employees and volunteers) to ensure that the beneficiary is aware of and supported by other services within the charity.
· When occasionally required, travel team meetings/training events.
· This is not meant to be an exhaustive list of duties. The need for flexibility is required and the post holder is expected to carry out any other related duties that are within the employee’s skills and abilities whenever reasonably instructed.
For further information or to express interest, please get in touch with the Employment & Education team via this email address or on 023 9298 1920.
RMA - The Royal Marines Charity promotes employment opportunities on behalf of multiple companies and share their adverts. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.