Regional Casework Coordinator - South West - Bristol, UK · Devon, UK · Cornwall, UK · Somerset,[...]

SSAFA; Remote; GBP 60,000 - 80,000; Full time

Job summary

A charity organization is looking for a Regional Casework Coordinator to provide support to members of the armed forces community. You will assess client needs, allocate cases, and coordinate the casework process while providing welfare advice in areas such as housing and debt. The position requires excellent customer service skills and the ability to manage your own workload with minimal supervision. This role allows for remote work, but candidates must reside in the South West region of the UK and travel occasionally for team meetings.

Qualifications

• Track record of providing welfare advice in housing, debt, disability, mobility or immigration.
• Experience with sensitive information and vulnerable situations.
• Able to manage own workload with minimal supervision.

Responsibilities

• Be the first point of contact for beneficiaries, assessing needs and assigning cases.
• Handle complex cases and coordinate the casework process effectively.
• Work closely with volunteers from SSAFA branches.

Skills

Welfare advice

Customer service

Microsoft Office proficiency

Safeguarding knowledge

Managing workload

Job description

Job Description

About the role

Our passionate Regional Casework Coordinators are SSAFA’s front line of support for members of the armed forces community in need. They are the first point of contact for all beneficiaries into the Regional Office, assessing needs and allocating the case to one of our volunteer caseworkers.

You will sometimes handle complex problems from individuals who may be distressed, identifying the presenting and potential underlying needs to determine the best way to support the beneficiary. You will have ownership of cases from beginning to end, coordinating the casework process in a timely manner and ensure that the beneficiary journey is at the centre of the Service. You will have the opportunity to shape processes and procedures within the office which will lead to improvements in the service offered to clients.

To help you establish yourself in this new post you will receive excellent training and induction to SSAFA.

Whilst the post is homebased, to be eligible for this role you are required to live in the South West region in Cornwall, Devon, Dorset, Wiltshire, Gloucestershire or Somerset. There will be occasional travel around the South West Region, and you will be required to travel for quarterly face to face team meetings.

About the team

The team work remotely and pride themselves in maintaining a close working bond which ensures the smooth operation of the office. You will work closely with volunteers from the eight SSAFA branches in the South West, supporting them to administer casework for SSAFA beneficiaries. The successful candidate will work as part of a larger team of 10, which includes two Regional Casework Managers and a Regional Operations Manager.

About you

To carry out this role successfully you will have a track record of providing welfare advice in key areas such as housing benefits, debt, disability, mobility or immigration issues. You will have knowledge of safeguarding and GDPR and experience in dealing with sensitive information and people in vulnerable situations. You will be able to provide excellent customer service by telephone, e-mail and face to face. You will have used Microsoft Office to a high standard. It is important that you have experience of planning and managing your own workload, with minimal supervision.

It would be advantageous if you have an understanding of the way of life for today’s Armed Forces, veterans and their families and if you have experience of recruiting and supporting volunteers. An understanding of the voluntary sector and preferably the military charity sector landscape across the South West would be valuable