Defence Business Services (DBS) Armed Forces & Veterans Services (AFVS) Veterans Welfare Manage[...]

UK Ministry of Defence; Greater London; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Join a dynamic team at a leading government organization dedicated to supporting the Armed Forces community. As a Case Manager, you will play a vital role in assisting veterans and their families with essential services and guidance. This position offers a unique opportunity to make a meaningful impact while working in a supportive and inclusive environment. With flexible working options and a commitment to professional development, you will thrive in a role that is both rewarding and challenging. If you are passionate about helping others and want to contribute to the welfare of those who served, this is the perfect opportunity for you.

Benefits

Civil Service Pension

Flexible Working Options

25 Days Annual Leave

Family Friendly Policies

Professional Development

Special Leave for Volunteering

Learning and Development Opportunities

Qualifications

• Experience in case management and client support.
• Ability to work under pressure and prioritize tasks.

Responsibilities

• Provide tailored support to veterans and their families.
• Maintain meticulous case notes and adhere to policies.

Skills

Organizational Skills

Interpersonal Skills

Problem-Solving Skills

Compassion and Empathy

IT Proficiency

Resilience

Tools

MS Office

MS Teams

Job description

MOD Chicksands SG17 5PR

Job Summary

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence?

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Our Vision - To support UK defence customers with outstanding service every time.
• Our Mission – Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.
  
  

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 28.97%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.

Come and join the DBS community today!

https://youtu.be/gUw0ToaRGgk

Job Description

Veterans Services:

Veteran Services (VS) is part of the Armed Forces and Veterans Team and is responsible for providing support to the Armed Forces (AF) community through a Triage Service and a network of Case Managers across the UK and Republic of Ireland. We work with the Royal Navy, the British Army, the Royal Air Force, local authorities, voluntary organisations, service charities and OGDs. The support provided by VS includes, but is not limited to, assisting those transitioning from service to civilian life, advising bereaved families, applying for armed forces compensation, and offering information and guidance on the support available to the AF community. Our Transition services are governed by the MOD’s Holistic Transition Policy as detailed in Joint Service Publication (JSP)100.

Case Manager Role:

Working within VS as a Case Manager, you will be required to support Serving personnel, Service leavers, Veterans, and their families.

Specifically, you will be required to facilitate access to the support our clients need based on a holistic assessment of a client’s situation, covering, amongst other aspects of life, healthcare, accommodation, finances, employment, and well-being.

Case Managers take pride in providing a high quality, tailored service to clients, addressing their issues by providing appropriate information, guidance and facilitating their access/making referrals to the support they need, whether it be provided by their Service, the MOD, other Government Departments, Local Authorities, other statutory services or the third sector. As a Case Manager you will assess, support, and maintain contact with clients in line with VS’s policies and protocols and GDPR, always striving for the highest standard of casework and maintaining meticulous case notes on the VS’s Case Management System.

Specific Role Requirements:

As a Case Manager, you will be required to provide information and guidance on Armed Forces Compensation Schemes, War Disablement Pension Schemes and offer general advice on Service Pensions, as well as DWP benefits.

You will also be required provide information and support for Service Leavers and their families, who are most likely to face challenges as they leave the AF and adjust to civilian life. Case Managers work directly with Service Leavers to provide information and facilitate access to the support they need, whether that be from another government department, local authorities, the NHS or trusted charities.

You will also build a sound working knowledge and network of service providers on a national, regional and local basis, becoming an expert on the support provision(s) within your area.

You will play a significant role working in partnership with VS colleagues on casework when required, sharing your expertise to build capacity across the VS team. You will play an active part in business-wide initiatives and events. You will be required to work with clients, stakeholders and colleagues by all suitable means including face to face, letter, email, phone and a range of meeting platforms including Skype and MS Teams. You Will have confidence and/or familiarity With MS Office applications, including MS Teams, Word, Excel, One Note and a willingness and aptitude for learning new IT skills.

Travel throughout your designated area of responsibility will be required and a valid driving licence is required. Occasional national travel and overnight stays will be necessary as part of the role to fulfil team training and meeting requirements.

Opportunity:

Joining VS offers the opportunity to be part of a professional, committed, energetic team, working in a high-profile, fast-paced subject area that attracts significant media and ministerial attention. You will be required to work at pace to achieve your objectives, support our collective aims and respond to the dynamic environment in which we operate. Successful applicants will be provided with training to meet the demands of this role and are expected to maintain up to date and relevant skills and training whilst in post, both guided by Civil Service Required Learning and by independently identifying opportunities whilst in post.

VS has been the subject of, and affected by, an independent review, which was commissioned by MOD and Cabinet Office Ministers under the previous Government to ensure the UK Government is providing the right support to the right people in an efficient, value for money way. The recommendations are available on gov.uk – The Independent Review of UK Government Welfare Services for Veterans – GOV.UK (www.gov.uk). Following the review and in response to the new Government’s priorities we have embarked on a significant programme of change which will continue into 2025/26. Continuing to adapt and flex in line with the evolving Government vision of support for veterans may affect the focus and responsibilities of our roles.

This role presents an exciting opportunity to be part of changing what we do and how we do it. You are strongly encouraged to familiarise yourself with the review detailed above and its recommendations, and developments across the sector, to help you understand what changes we are likely to be implementing in due course.

A Case Manager Is Responsible For:

Delivery

Day to day delivery of a high quality, holistic and professional casework to clients, building trust and positive relationships with clients and stakeholders to facilitate optimal client outcomes. Ensuring accurate, timely and professional record keeping and adherence to defined policy and procedures.

Continuous Improvement

Contribute to improved ways of working and development of service design and delivery models.

Stakeholder relationships

Build and maintain positive working relationships with colleagues across Veterans Services, DBS and MOD and with key external partners, within a defined area, for the benefit of client outcomes and to raise the profile of VS.

Collaborative working

Proactive collaborative working within DBS and Veterans Services in order to deliver One Service One Team One Way.

A Case Manager Is Responsible For:

Delivery

Day to day delivery of a high quality, holistic and professional casework to clients, building trust and positive relationships with clients and stakeholders to facilitate optimal client outcomes. Ensuring accurate, timely and professional record keeping and adherence to defined policy and procedures.

Continuous Improvement

Contribute to improved ways of working and development of service design and delivery models.

Stakeholder relationships

Build and maintain positive working relationships with colleagues across Veterans Services, DBS and MOD and with key external partners, within a defined area, for the benefit of client outcomes and to raise the profile of VS.

Collaborative working

Proactive collaborative working within DBS and Veterans Services in order to deliver One Service One Team One Way.

Person specification

As a Case Manager you will have the following essential skills/experience/knowledge:

• Excellent organisational skills and ability to plan workload efficiently.
• Resilience.
• Excellent listening and interpersonal skills.
• Compassionate, empathetic, patient and calm attitude.
• Ability to adapt style and language to client/circumstantial needs.
• Excellent problem-solving skills with a creative approach to finding solutions
• Ability to prioritise workload under pressure.
• Ability to keep up to date with information relevant to client needs.
• Experience and confidence in the use of IT (including all main MS Office applications) and aptitude to learn new systems.
• A full UK Driving Licence and/or willingness to undertake frequent travel (Local and UK wide).
  
  

As a Case Manager you may have the following desirable skills/experience/knowledge:

• Broad technical knowledge of WPS and AFCS schemes (can be met by on job training)
• Broad knowledge of DWP benefits and entitlements (can be met by on job training)
• Knowledge of Defence and/or its welfare and transition processes
  
  

Licences

UK Driving Licence

Behaviours

We'll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing
  
  

Alongside your salary of £29,580, Ministry of Defence contributes £8,569 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years' service (pro rata). In addition to 8 public holidays per year, you will also receive leave for the King's birthday
• Hybrid working, where role permits
• An opportunity to be considered for Reward & Recognition.
• Family friendly policies including parental leave and adoption leave
• Learning and development tailored to your role
• Professional and personal development of skills
• A culture encouraging inclusion and diversity
• Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
• Special paid leave to volunteer up to 6 days per year
• A Civil Service pension with an employer contribution of 28.97%
  
  

Allowances

This post does not offer relocation expenses.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

This position is advertised at 37 hours per week.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.

Please ensure that at the application and interview stages of the campaign you review the Success Profiles Framework to assist you in the demonstration of your skills and experience.

Your suitability for the role will be assessed using the Success Profile elements that have been chosen for this campaign. Each element will be scored accordingly, and the successful candidate will be appointed on merit.

Applications Will Be Sifted On All Success Profile Elements, But In The Event Of a High Number Of Applications, An Initial Sift Will Be Conducted On The Following Success Profile Elements:

Primary: Career - Personal Statement

Secondary: Behaviour - Seeing the Big Picture

At application stage you will be assessed against the following:

Experience:

• Personal Statement. In no more than 1000 words, please detail your experience of the following: Please provide information of how you meet the criteria set out in the job description. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlined in the job advert.
  
  

Behaviours:

• Seeing the Big Picture
• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing
  
  

At interview You Will Be Assessed Against The Following:

In the rare case where individuals have exact matching scores, the order of merit will be determined based on the behaviour scores at interview in the following order:

1 - Career - Personal Statement

2 - Behaviour - Seeing the Big Picture

3 - Behaviour - Managing a Quality Service

4 - Behaviour - Delivering at Pace

5 - Behaviour - Communicating and Influencing

If Candidate Scores Are Still Exact, The Merit Order Will Then Be Determined On The Sift Score In The Below Order Or Priority:

1 - Career - Personal Statement

2 - Behaviour - Seeing the Big Picture

3 - Behaviour - Managing a Quality Service

4 - Behaviour - Delivering at Pace

5 - Behaviour - Communicating and Influencing

We want to offer opportunities to all who are successful at interview for our roles, but this isn’t always possible, so we do hold candidates on an active reserve list for 12 months.

Application sifting to take place late May.

Interviews are currently taking place via the following method: MS Teams

Interviews will be conducted early June.

A minimum of 2 full working days’ notice will be provided for interviews.

We endeavour to stick to these dates, but these are subject to change around business needs.

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: [e-mail]

MOD Recruitment Satisfaction Survey – we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights.

As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points-based system, where a role has been deemed to be business critical.

The role currently being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn.

To assist with your application please find attached -

DBS Candidate Information Guide - Working for Defence Business Services - GOV.UK (www.gov.uk)

(26) UK Ministry of Defence: Life , LinkedIn

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : Wendy Holt
• Email : [e-mail]
  
  

Recruitment team

• Email : [e-mail]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact [e-mail] in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/