CART Case Worker

Hampshire County Council; Winchester; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Hampshire County Council’s Contact, Assessment and Resolution Team (CART) is hiring a Case Worker to deliver compassionate, person-centred support. You will respond to enquiries via telephone, online forms and web chat, escalate complex cases, and signpost individuals to the right services to promote independence and wellbeing.

You will complete wellbeing checks, assess needs for occupational therapy equipment, and work within a collaborative team to ensure timely, quality outcomes.

Qualifications

• Confident telephone communication and ability to ‘type and talk’.
• Sound IT and record-keeping skills.
• Flexibility and adaptability.
• Commitment to demonstrating values, showing compassion, empathy and respect.
• Awareness of the Care Act (2014) or willingness to research ahead of the interview.

Responsibilities

• Respond to enquiries by telephone, online referrals and web chat, escalating cases when needed.
• Complete wellbeing checks using a strengths-based approach and assess needs that could be met by occupational therapy equipment services.
• Provide signposting to relevant teams or partner agencies.
• Aim to meet performance targets for calls, referrals and web chat volume and quality of responses.

Skills

Telephone communication

IT skills

Flexibility

Empathy

Care Act awareness

Tools

Record-keeping systems

Job description

Joining our Contact, Assessment and Resolution Team (CART) as aCase Worker, using your compassionate communication skills and surrounded by a supportive team of skilled practitioners, you’ll provide people with support and guidance to maximise their independence and wellbeing.

Our team is the first point of contact for people looking for advice and support from Adults’ Health and Care, handling nearly 100,000 enquiries a year by telephone, online forms and web chat.In line with our Care Act (2014) duties, and using a strengths-based approach, we identify support networks, signpost people to alternative community resources, and consider needs that could be best met by Adults Services, including through the means of occupational therapy equipment and services.

What you’ll be doing:

• Responding to incoming enquiries by telephone, online referrals and web chat, and understanding when to escalate cases to the management team.
• Completing wellbeing checks using a strengths-based approach and assessing needs that could be met through the provision of occupational therapy equipment services.
• Providing signposting where appropriate, directing individuals to the relevant team or partner agency.
• Achieving performance targets on the number of calls, online referrals and web chat enquiries you complete, as well as the quality of your responses.

What we’re looking for:

• Confident telephone communication skills, and the ability to ‘type and talk’.
• Sound IT and record-keeping skills.
• Flexibility and adaptability.
• Commitment to demonstrating our values and behaviours, showing compassion, empathy and respect.
• Awareness of the Care Act (2014) or willingness to research ahead of the interview.

Why join us?

• Careergrowth: Our experienced Case Workers can be considered for our occupational therapy or social work apprenticeship schemes, leading to a career as aQualified Occupational Therapist or Social Worker.
• Professionaldevelopment: Comprehensive initial 8-week office-based induction, followed by continuous learning, mentoring and supportive supervision.
• Work-lifebalance: Enjoy a fulfilling career with a good balance between work and home life.
• Employee support:Access to Health Assured's comprehensive Employee Assistance Programme to support your physical and mental wellbeing, including 24/7 telephone support, a suite of online resources, and legal and financial advice.

Your working hours will be Monday-Friday 08:30 - 17:00, with a 16:30 finish on Fridays. Following your office-based induction period,you’llbe able to work from home up to 3 days per week.

Applicants can expect to hear from us within two weeks of the advertised closing date.

Please note:We are unable to offer sponsorship for this role and therefore it is essential that you already have the right to work in the UK before applying.

Other job titles you may be searching for: Social Worker, Welfare Worker, Community Worker, Casework Assistant, Case Manager, Care Manager, Social Work Assistant, Social Work Practitioner, Support Worker, Support Coordinator, Reviewing Officer.

Applications will be reviewed as soon as they are received, therefore the advert may close early.