Regional Casework Coordinator - South East

There are two available roles: one is a full-time, fixed term contract for up to 12 months and the other a part-time (3 days per week) permanent contract. Please specify which role you are interested in as part of your application.

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 East region, which includes: Berkshire, Buckinghamshire, Guernsey, Hampshire, Isle of Wight, Jersey, Kent, Oxfordshire, Surrey and Sussex. There will be occasional travel around the South East Region and you may be required to travel at short notice for face to face 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 SSAFA branches in the South East, supporting them to administer casework for SSAFA beneficiaries. The wider support team includes a Casework Manager and a Regional Manager for Casework and Community Engagement.

Responsibilities

• Assess needs of beneficiaries and allocate cases to volunteer caseworkers.
• Handle complex problems from individuals who may be distressed, identifying presenting and underlying needs.
• Own cases from beginning to end, coordinating the casework process in a timely manner.
• Ensure the beneficiary journey is central to the service.
• Shape processes and procedures within the office to improve service delivery.
• Provide excellent customer service by telephone, email, and face-to-face.
• Occasional travel around the South East Region for face-to-face meetings.

Requirements

• Track record of providing welfare advice in key areas such as housing benefits, debt, disability, mobility, or immigration issues.
• Knowledge of safeguarding and GDPR.
• Experience in dealing with sensitive information and people in vulnerable situations.
• Proficient in Microsoft Office 365.
• Experience of planning and managing your own workload with minimal supervision.
• Must live in the South East region (Berkshire, Buckinghamshire, Guernsey, Hampshire, Isle of Wight, Jersey, Kent, Oxfordshire, Surrey, or Sussex).

Qualifications

It would be advantageous if you have:

• Understanding of the way of life for today’s Armed Forces, veterans, and their families.
• Experience of recruiting and supporting volunteers.
• Understanding of the voluntary sector, preferably the military charity sector landscape across the South East Region.

About SSAFA

SSAFA, the Armed Forces charity, is a trusted source of support for the Armed Forces community in their time of need. In 2024, our trained teams of volunteers and employees helped more than 53,000 people, including veterans, serving personnel (regulars and reserves), and their families. SSAFA understands that behind every uniform is a person, and we are here for that person and their family, any time they need us and in any way they need us.

Diversity and Inclusion at SSAFA

SSAFA exists to support a diverse range of beneficiaries within the armed forces community, and we believe diversity within our teams is key to ensuring we can deliver our services effectively. We thrive on differences and believe it is critical to our success as a worldwide charity. SSAFA is proud to be an equal opportunity workplace that seeks to recruit, develop, and retain the most talented people from a variety of backgrounds, perspectives, and skills. We encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

SSAFA is committed to using the Disclosure & Barring Service to ensure we, as an employer, safeguard those we serve.