Case Management Systems Support Officer

Calderdale Council; Halifax; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity has arisen to join a dynamic team as a Case Management Systems Support Officer. This role involves working on the implementation of a new case management system, providing technical support, and ensuring the smooth operation of social care systems. You'll be a key player in enhancing service quality, engaging with colleagues, and resolving daily issues. With a focus on continuous improvement, this position offers a chance to develop your skills in a supportive environment. If you are passionate about making a difference in social care, this is the role for you.

Benefits

Hybrid working

Annual Leave - 26 days minimum

Opportunity for skill development

Qualifications

• Excellent verbal and written communication skills.
• Strong research, investigation, and analysis skills.
• Good level of competence in ICT systems.

Responsibilities

• Provide technical support to users of the case management system.
• Engage with colleagues to improve systems and procedures.
• Manage and implement changes to the case management system.

Skills

Verbal communication

Written communication

Research skills

Analytical skills

ICT systems competence

Education

Level 3 GCSEs in Maths

Level 3 GCSEs in English

IT qualification

Tools

Outlook

TEAMS

Word

Excel

PowerPoint

Job description

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Post Ref: CC379

Please note: Internal at risk or redeployee applicants will be seen in the first instance

An exciting opportunity has arisen to join the Case Management Support Team at Calderdale, working on the implementation of the new case management system, Mosaic. The role will be working across both Adults and Children’s Social Care Directorates, with a focus on adults’ social care.

This is a varied role providing technical support to users of the system and first-level administration assistance to the wider Mosaic Project Team. You will become an expert in identifying problems, resolving queries, and managing the day-to-day maintenance and support of Calderdale Council’s social care case management system, Mosaic to ensure the service meets the business’s functional and compliance needs. You will be the first point of contact for colleagues requesting support, guidance and advice in their use of the systems resolving day to day issues as they occur.

As a key member of the Support Team, you will have the opportunity to identify areas of development and contribute to the improvement in the quality of service offered.

What you will be doing as the System Support Officer:

• Building forms and workflow within Mosaic and becoming a super user of the system.
• Contribute to the monitoring, management and improvement of the data quality within the systems.
• Engage effectively with colleagues to continually assess, review and improve the systems and related business procedures.
• Work closely with colleagues and contract consultants to manage and implement the change from the existing in-house case systems to the new case management system, Mosaic.
• During business as usual, support and maintain the key social care business systems by responding to and resolving support (Helpdesk) calls logged by colleagues. You will need to work on a rota system to ensure the Helpdesk is covered between core Council working business hours (8.30am to 5.30pm) – 37.5 hours / week.
  
  

What we are looking for – someone with:

• Excellent verbal and written communication skills, with an eye for detail and quality.
• Patience to help others to improve their skills and understanding of the systems.
• Strong research, investigation and analysis skills with the ability to self-teach.
• A good level of competence and interest in ICT systems and a willingness to constantly learn.
• Level 3 GCSEs (or equivalent) in Maths, English and/or an IT qualification (GCSE or equivalent or above)
• Experience in using standard office IT systems (Outlook, TEAMS, Word, Excel, PowerPoint).
  
  

What we offer:

• Hybrid working – a balance between working from home and from a designated Council workplace allocation, with attendance at other workplaces as required.
• Annual Leave – minimum of 26 days per year, increasing to 31 days with length of service.
  
  

Closing Date: 18th May 2025

Interview Date: 27th May 2025

We may utilise digital interview methods.

As part of our Vision (

On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.

Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel.

We reserve the right to close vacancies prior to the advertised closing date, an early submission is advised.

Post Ref: CC379

Please note: Internal at risk or redeployee applicants will be seen in the first instance

An exciting opportunity has arisen to join the Case Management Support Team at Calderdale, working on the implementation of the new case management system, Mosaic. The role will be working across both Adults and Children’s Social Care Directorates, with a focus on adults’ social care.

This is a varied role providing technical support to users of the system and first-level administration assistance to the wider Mosaic Project Team. You will become an expert in identifying problems, resolving queries, and managing the day-to-day maintenance and support of Calderdale Council’s social care case management system, Mosaic to ensure the service meets the business’s functional and compliance needs. You will be the first point of contact for colleagues requesting support, guidance and advice in their use of the systems resolving day to day issues as they occur.

As a key member of the Support Team, you will have the opportunity to identify areas of development and contribute to the improvement in the quality of service offered.

What you will be doing as the System Support Officer:

• Building forms and workflow within Mosaic and becoming a super user of the system.
• Contribute to the monitoring, management and improvement of the data quality within the systems.
• Engage effectively with colleagues to continually assess, review and improve the systems and related business procedures.
• Work closely with colleagues and contract consultants to manage and implement the change from the existing in-house case systems to the new case management system, Mosaic.
• During business as usual, support and maintain the key social care business systems by responding to and resolving support (Helpdesk) calls logged by colleagues. You will need to work on a rota system to ensure the Helpdesk is covered between core Council working business hours (8.30am to 5.30pm) – 37.5 hours / week.
  
  

What we are looking for – someone with:

• Excellent verbal and written communication skills, with an eye for detail and quality.
• Patience to help others to improve their skills and understanding of the systems.
• Strong research, investigation and analysis skills with the ability to self-teach.
• A good level of competence and interest in ICT systems and a willingness to constantly learn.
• Level 3 GCSEs (or equivalent) in Maths, English and/or an IT qualification (GCSE or equivalent or above)
• Experience in using standard office IT systems (Outlook, TEAMS, Word, Excel, PowerPoint).
  
  

What we offer:

• Hybrid working – a balance between working from home and from a designated Council workplace allocation, with attendance at other workplaces as required.
• Annual Leave – minimum of 26 days per year, increasing to 31 days with length of service.
  
  

Closing Date: 18th May 2025

Interview Date: 27th May 2025

We may utilise digital interview methods.

As part of our Vision (

On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.

Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel.

We reserve the right to close vacancies prior to the advertised closing date, an early submission is advised.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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