Case Worker (Contact, Assessment and Resolution Team)

Hampshire County Council; Fareham; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

A local government body in Fareham seeks a Case Worker to join their Contact, Assessment and Resolution Team. The role involves providing support to individuals, handling queries through various communication methods, and assessing needs for occupational therapy services. Ideal candidates will have strong communication skills and a commitment to inclusivity. The position offers competitive benefits and a hybrid working environment.

Benefits

Generous annual leave

Occupational sick pay

Local Government Pension Scheme

Employee Assistance Programme

Qualifications

• Demonstrated compassion and empathy in communication.
• Ability to work under pressure and meet performance targets.
• Willingness to research the Care Act (2014).

Responsibilities

• Respond to enquiries via phone and online.
• Complete wellbeing checks using a strengths-based approach.
• Provide signposting to appropriate teams or agencies.

Skills

Confident telephone communication

Sound IT and record-keeping skills

Flexibility and adaptability

Compassion and respect

Awareness of the Care Act

Job description

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Case Worker (Contact, Assessment and Resolution Team)

Job Reference: HCC621843

Salary Range: £26,918 - £29,616 per annum

Work Location: The Parkway, Fareham (Hybrid Working)

Contract Type: Permanent

Closing Date: 10 August 2025

Interview Date: Pre-screening calls on 20 and 22 August, face-to-face interviews on 4 and 5 September

The Role:

Joining 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 do:

• 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.

Take a look at our Candidate Pack for more information about theCase Worker role,team, our values and the selection process. The section‘About you’ explains what specific knowledge, skills and experience we want you to tell us about. Make sure you explain how you meet these requirements anddemonstrate our values, in your application.

• Make a difference: Watch this short video to find out more about the important work we do in CART.
• 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. View our career pathways for more information about opportunities within our Adults Social Work service.
• 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. Find more informationhere .

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.

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.

Values Based Recruitment

We recruit for attitudes and values in Adults’ Health and Care. We invite you to evidence how you demonstrate our 5 core values in your application. For more information on our values, please refer to the candidate pack.

This post is subject to a Criminal Records Check.

Contact Details for an Informal Discussion:

Hampshire County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Requirement (GOR) applies.

We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.