IAG Case Worker

BIRMINGHAM DISABILITY RESOURCE CENTRE; Birmingham; On-site; GBP 15,000; Full time

Job summary

A community support organization in Birmingham is seeking an IAG Case Worker to provide wrap-around support for individuals recovering from mental illness. The role includes delivering information and advice, casework, and working collaboratively with clients to improve their quality of life. Ideal candidates should have experience in similar roles and possess strong communication skills. This is a part-time position with a contract until September 2026.

Qualifications

• Minimum of 12 months' experience working in advice/support with disabled people.
• Proven track record of advocating on behalf of excluded groups.
• Experience in caseload management and networking.

Responsibilities

• Provide effective information and advice service to eligible clients.
• Deliver information and advice support via outreach and virtual means.
• Maintain accurate client records through the CRM system.

Skills

Communication

Client advocacy

Time management

Confidentiality

Education

Good standard of education including English & Maths

NVQ 3 in Information, Advice and Guidance (IAG)

Degree or equivalent qualification

Tools

Microsoft Word

Microsoft Excel

CRM systems

Job description

Job Title

IAG Case Worker

Reporting To: IAG Service Manager

Contract Type: Fixed Term until 30th September 2026 with opportunity to extend subject to programme funding continuation

Location: IHWC, Unit 18, ACE Business Park B33 0LD

Salary: NJC Scale Points 12 - Current FTE £27,336.53 pro rata’d at 20 hours per week (£14,978.92)

Working Hours: 20 hours per week

JOB OUTLINE

To provide a high level of wrap around and holistic support, through community clinics within the areas of Small Heath, Bordesley Green and Heartlands Primary Care Network, to enable people living with or recovering from mental illness to live independently within their communities. The support offered will include, but is not limited to, income maximisation, benefit and debt advice, housing support and advice alongside identifying and supporting individuals to access other community-based provision and / or employment support programmes.

MAIN RESPONSIBILITIES

• To provide an effective information and advice service, for eligible clients to agreed organisational & Contractual standards and ensuring that all targets and outcomes are met.
• To deliver effective information and advice support via outreach and by telephone, email and virtually, where appropriate, in order to assist clients to address their presenting needs.
• To work effectively with the service commissioner and with DRC to provide high quality, impartial information and advice to clients that comply with organisational standards.
• To provide IAG casework to clients accessing the service.
• To ensure that the information and advice service stays current, and up to date with disability related legislation and policy guidance.
• To establish and maintain strong contacts with other partners, and internal programmes, to maintain an effective information and resource bank to support clients.
• To develop DRC’s on-line information resources and ensure these are kept up to date and continue to meet clients’ needs.
• To provide person-centred support across a range of presenting issues relating to housing, welfare, income maximisation and welfare benefits, debt, personal budgets, grant applications, Personal Independent Payments, social care and health, safeguarding, employment, advocacy, access to statutory services, energy efficiency, discrimination and social exclusion.
• To support the establishment and maintenance of external referral procedures with relevant statutory and specialist Third Sector providers to achieve positive outcomes for clients.
• To establish and maintain internal referral and joint working with other DRC teams and services where this is appropriate to meet client need and achieve effective outcomes.
• To maintain accurate and up to date client records and statistics through DRC’s CRM system, including details of advice, casework, attendance, monitoring of progress against client action plan and SMART targets, supporting the provision of service reports and key performance indicators information to DRC’s Executive Team, Board of Directors and funders.
• To provide information and feedback to the Team Leader and Service Manager and instigate improvements to existing services and the development of new additional services.
• To support the Team Leader to provide accurate and timely reports to DRC’s commissioners.
• To attend external meetings representing DRC and the IAG Team, feeding back to colleagues and Senior Managers as appropriate.
• To be aware of and comply with DRC policies and procedures, including health and safety, safeguarding, General Data Protection Regulations (GDPR) and equal opportunities.
• To ensure your own continuing professional development by attending relevant meetings, conferences, and seminars, undergoing training and any other appropriate means.
• To work effectively as part of the team and be flexible and responsive to changing funder needs and DRC requirements.
• To undertake any other duties as and when required commensurate with the role.

The post holder will come into contact with vulnerable adults and will therefore be subject to a disclosure check at an enhanced level prior to confirmation of employment.

This is a description of the job as it is at present. It does not form part of the contract of employment. Job descriptions are regularly reviewed and altered, when necessary, in conjunction with the post holder.

GENERAL

• Be a role model, leading by example in practising the Values of DRC to achieve our Vision and Mission.
• Play an active and supportive role within the organisation.
• Take ownership of all administrative aspects of the role.
• Maintain strict confidentiality in relation to work undertaken and ensure all confidentiality materials are stored according to DRC’s Data Protection and Data Security Policies.
• Treat all staff, volunteers, and clients fairly and without prejudice, in line with DRC’s Equality, Diversity and Inclusion policy and adhere to all DRC policies and procedures.
• Be adept in employing the correct procedures for dealing with any safeguarding incidents or concerns in line with DRC’s Safeguarding policies.
• Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training.
• Ability to work flexible hours, including evenings and weekends, in line with needs of DRC and the team.

PERSON SPECIFICATION

Qualifications

Essential

• Good standard of education including English & Maths
• NVQ 3 in Information, Advice and Guidance (IAG) or willingness to complete this within first 12 months of employment
• Degree or equivalent qualification

Desirable

Experience

A minimum of 12 months’ experience working in an advice / support / legal setting with disabled people or other social excluded groups.

Proven track record of advocating on behalf of excluded groups, supporting them to achieve positive outcomes in relation to housing, welfare, debt, personal budgets, health, employment, access to statutory services

Experience of caseload management, including developing and maintaining client case files

Experience of working in a multi‑faceted role within a small organisation

Proven track record of meeting targets and working to deadlines

Proven track record of networking and undertaking outreach work

Previous experience of managing and supervising others

Proven track record of working with disabled people

Ability to speak Community languages

Knowledge

Excellent ICT skills and the confidence to use ICT Packages to coordinate events and communications and record beneficiary data.

Awareness and understanding of equal opportunities

A clear understanding of the issues affecting disabled people and / or their families and carers

A good knowledge and understanding of housing, welfare benefits, personal budgets, education, health and social care legislation and its impact on the rights and entitlements of disabled people

A good knowledge and understanding of the support services available to the client group and referral processes to the statutory and non‑statutory agencies

A good understanding of safeguarding procedures for vulnerable adults

Communicates clearly and is able to effectively remove barriers to communication

Excellent written and verbal communication skills

The ability to produce correspondence, reports and written documentation using Microsoft Word, Excel and Outlook

An understanding of the purpose of outcomes monitoring and project evaluation and the ability and willingness to capture outcomes data

Excellent time management skills with the ability to prioritise workload and effectively multi‑task

Understanding of the Social Model of Disability

Personal Qualities

Good attendance record. Any absences relating to a disability, or any other incapacity will not be taken into account

Disposition

A willingness to undertake personal and professional development as required

The ability to work in a pressured multi‑faceted role

The ability to take initiative, be self‑motivating and motivate others

The ability to work effectively and flexibly as part of a team

The ability to identify and implement change with minimum disruption

The job will include external work including attendance at outreach sites, meetings, and events so the ability to be mobile is essential

Demonstrable commitment to support the values of DRC.

DRC COMPETENCY FRAMEWORK

Competency Header

Required Level

Core competencies :

Communication

Team working

Planning & organising

Delivering business results

Managing change

Using technology

Mandatory additional competencies (if required) :

Providing excellent customer service