Triage Caseworker
- Naval Children's Charity
- Portsmouth, Hampshire
- 21/09/2022
Full time
Information Technology
Telecommunications
Job Description
Working as part of the Casework Team, the Triage caseworker will be the first point of contact for beneficiaries, seeking support, following the triage process to establish the initial needs, moving forward the requests and following up once the casework process has been completed. This role will involve assessing the needs of the children and family to provide recommendations for appropriate assistance, including financial assistance for welfare needs, advice and support to families in the management of finances, and assessment of child specific needs
Key Tasks and Responsibilities
Caseworkers provide support and advice to eligible individuals in line with the policies of the Naval Children s Charity. They work closely with other organisations to ensure that children and families receive appropriate and prompt support.
To act as the first point of contact for the Casework team
To complete an initial assessment of need by triaging telephone calls, emails and applications received through Mosaic
Contact families who submit an enquiry through the Charity website or via email
Pass emergency requests for support to the Senior Caseworker or Head of Welfare for prioritising
Deal with enquiries and correspondence from beneficiaries
Establish a relationship of trust with beneficiaries. Offer advice and guidance including relationship, bereavement, family counselling and sign posting where appropriate both by telephone and in person when appropriate to statutory/external organisations and Armed Forces charities
Liaise with external caseworkers from SSAFA, RN FPS and other organisations to ensure comprehensive casework is carried out on all beneficiaries
Investigate applications for grants and, following assessment, produce recommendations for the Head of Welfare/CEO and Welfare Committee
Follow up with beneficiaries once casework has been completed to ascertain impact and any unmet nee
Investigate beneficiary entitlement to statutory funds, advise of other possible sources of charitable funding and, with the beneficiaries consent, refer to other charities to almonise with them to provide a package of care for the beneficiary
Seek opportunities to encourage other organisations to work proactively with beneficiaries
Ensure confidential handling of all information concerning beneficiaries in accordance with the Naval Children s Charity s confidentiality and data protection policies
Keep thorough, confidential and systematic records of all matters concerning enquiries, applications, and grant awards in accordance with the Naval Children s Charity s data protection policies
Process day to day invoices and pass to the CEO/Head of Welfare for payment
Keep abreast of developments on legislation, childcare issues and the benefits system and have an awareness of the MoD allowance system
Regularly update personal training and skills
Such other relevant duties as may be assigned from time to time
The tasks listed in this job description are not designed to be exhaustive and may vary from time to time according to the needs of the Charity. This document will be reviewed in consultation with the post holder as the role and services provided by the organisation develop.
The post holder will receive induction training both in house and externally to include use of Mosaic, the Casework Management System, used by the Armed Forces Charity Sector. The role is subject to DBS checking. This post holder will be based in our office in Portsmouth and may require some travel around the UK to support the needs of the Charity.
PERSON SPECIFICATION
Experience
Professional experience in a Triage/Caseworker/Family Support Worker role
Previous experience of working with Serving Personnel/Veterans/Children in a support capacity
Detailed and current knowledge of the benefits system
Good knowledge of the Naval and Armed Forces Charity sector (Desirable)
Knowledge and skills commensurate with role to include:
Empathetic and non-judgemental nature
Excellent communication skills both verbal and written
IT literate, with knowledge of MS Office 365 and Teams. Training will be provided on our database and case management systems
Has the ability to maintain a clear overall view whilst applying attention to detail
In possession of a full UK driving licence with access to own vehicle.
General
Policies and procedures - to work with good governance and compliance, in line with the NCC s policies
Best practice - adhere to the highest standards of best practice and relevant legislation
Confidentiality - maintain strict confidentiality of information
Flexibility - a willingness to work outside office hours, travel and make overnight stays on occasion when required
Working in a small team - a hands on, adaptable and can do attitude
The Naval Children s Charity is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and associated professionals to share this commitment.
Key Tasks and Responsibilities
Caseworkers provide support and advice to eligible individuals in line with the policies of the Naval Children s Charity. They work closely with other organisations to ensure that children and families receive appropriate and prompt support.
To act as the first point of contact for the Casework team
To complete an initial assessment of need by triaging telephone calls, emails and applications received through Mosaic
Contact families who submit an enquiry through the Charity website or via email
Pass emergency requests for support to the Senior Caseworker or Head of Welfare for prioritising
Deal with enquiries and correspondence from beneficiaries
Establish a relationship of trust with beneficiaries. Offer advice and guidance including relationship, bereavement, family counselling and sign posting where appropriate both by telephone and in person when appropriate to statutory/external organisations and Armed Forces charities
Liaise with external caseworkers from SSAFA, RN FPS and other organisations to ensure comprehensive casework is carried out on all beneficiaries
Investigate applications for grants and, following assessment, produce recommendations for the Head of Welfare/CEO and Welfare Committee
Follow up with beneficiaries once casework has been completed to ascertain impact and any unmet nee
Investigate beneficiary entitlement to statutory funds, advise of other possible sources of charitable funding and, with the beneficiaries consent, refer to other charities to almonise with them to provide a package of care for the beneficiary
Seek opportunities to encourage other organisations to work proactively with beneficiaries
Ensure confidential handling of all information concerning beneficiaries in accordance with the Naval Children s Charity s confidentiality and data protection policies
Keep thorough, confidential and systematic records of all matters concerning enquiries, applications, and grant awards in accordance with the Naval Children s Charity s data protection policies
Process day to day invoices and pass to the CEO/Head of Welfare for payment
Keep abreast of developments on legislation, childcare issues and the benefits system and have an awareness of the MoD allowance system
Regularly update personal training and skills
Such other relevant duties as may be assigned from time to time
The tasks listed in this job description are not designed to be exhaustive and may vary from time to time according to the needs of the Charity. This document will be reviewed in consultation with the post holder as the role and services provided by the organisation develop.
The post holder will receive induction training both in house and externally to include use of Mosaic, the Casework Management System, used by the Armed Forces Charity Sector. The role is subject to DBS checking. This post holder will be based in our office in Portsmouth and may require some travel around the UK to support the needs of the Charity.
PERSON SPECIFICATION
Experience
Professional experience in a Triage/Caseworker/Family Support Worker role
Previous experience of working with Serving Personnel/Veterans/Children in a support capacity
Detailed and current knowledge of the benefits system
Good knowledge of the Naval and Armed Forces Charity sector (Desirable)
Knowledge and skills commensurate with role to include:
Empathetic and non-judgemental nature
Excellent communication skills both verbal and written
IT literate, with knowledge of MS Office 365 and Teams. Training will be provided on our database and case management systems
Has the ability to maintain a clear overall view whilst applying attention to detail
In possession of a full UK driving licence with access to own vehicle.
General
Policies and procedures - to work with good governance and compliance, in line with the NCC s policies
Best practice - adhere to the highest standards of best practice and relevant legislation
Confidentiality - maintain strict confidentiality of information
Flexibility - a willingness to work outside office hours, travel and make overnight stays on occasion when required
Working in a small team - a hands on, adaptable and can do attitude
The Naval Children s Charity is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and associated professionals to share this commitment.
About Naval Children's Charity