Case Worker (Contact, Assessment and Resolution Team)

Hampshire County Council; England; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A local government council in the UK is seeking a Case Worker to join their Contact, Assessment and Resolution Team. This role involves providing support and guidance to individuals, handling enquiries, and completing wellbeing checks. Ideal candidates will possess strong communication and IT skills, and be adaptable to a dynamic environment. The position offers career growth prospects and a competitive benefits package, with flexible working arrangements after an initial office-based induction period.

Benefits

Career growth opportunities

Comprehensive Employee Assistance Programme

Generous annual leave entitlement

Occupational sick pay

Participation in Local Government Pension Scheme

Qualifications

• Ability to respond to enquiries via telephone and online.
• Strong record-keeping capabilities.
• Commitment to showcasing values and behaviours.

Responsibilities

• Handle incoming enquiries and escalate as necessary.
• Complete wellbeing checks and assess needs.
• Provide signposting to relevant services.
• Meet performance targets for calls and online referrals.

Skills

Confident telephone communication skills

Sound IT and record-keeping skills

Flexibility and adaptability

Compassion, empathy, and respect

Awareness of the Care Act (2014)

Job description

Join our Contact, Assessment and Resolution Team (CART) as a Case 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?

• Career growth: Our experienced Case Workers can be considered for our occupational therapy or social work apprenticeship schemes, leading to a career as a Qualified Occupational Therapist or Social Worker.
• Professional development: Comprehensive initial 8-week office-based induction, followed by continuous learning, mentoring and supportive supervision.
• Work-life balance: 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.
• Competitive benefits package: Including generous annual leave entitlement, occupational sick pay, and access to the Local Government Pension Scheme.

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’ll be able to work from home up to 3 days per week. We’re currently based out of The Parkway in Fareham, but our offices will be moving to Havant Public Service Plaza towards the end of the year.

To learn more about this role, please review our Candidate Pack available on our website. Please click on the Apply button for details.

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.