Grants & Advisory Caseworker

About Hospitality Action

Hospitality Action is the hospitality industry’s benevolent charity, supporting industry workers who have fallen upon hard times. Hospitality employees are a vibrant and diverse group that work tirelessly behind the scenes to facilitate many of our best memories, meals out with friends, parties, weddings and family gatherings. But the industry can be demanding, with long hours, high pressure environments and physically demanding work. In recent years we have seen an unprecedented increase in demand for our support, as hospitality businesses and employees struggle to cope with the ongoing cost of living crisis, and this demand shows no signs of slowing down.

Role Summary

The Grants & Advisory Caseworker will join a small, passionate team, dedicated to supporting individuals and families in financial need. You will process and assess grant applications, analyse financial and personal circumstances and make grant awards under your own delegated authority level, occasionally escalating to management and Trustees, where appropriate. Your empathetic approach and signposting expertise will empower applicants to access advice and guidance from internal and external resources, and ensure our support has a lasting impact on their situation.

Key Responsibilities

·       Process a range of applications for assistance to help low-income families with grants towards essential needs. Analyse information against criteria, interpret financial information, liaise with other outside agencies and reach awards and recommendations on financial assistance.

·       Monitor and respond to requests for assistance via telephone, email and post.

·       Ensure all communications are personalised, reflective and demonstrate empathy and an understanding of individual circumstances.

·       Maintain detailed and accurate case and financial records, logging data received, and actions taken in line with current policies and procedures.

·       Draw on all available resources to offer support to beneficiaries, advise beneficiaries on possible benefit entitlements and signpost to other sources of support, where appropriate. 

·       Maintain confidentiality in all areas of the role in line with procedures and Data Protection legislation.

·       Share in team related tasks including daily case prioritisation, first line assessment (triage), emergency applications and payments.

·       Work with colleagues to foster a co-operative, flexible and team-focused environment.

·       Any other duties that may be reasonably required from time to time.         

Person Specification

Essential

• Previous casework experience in the charity or public sector
• Ability to manage a complex workload and adapt to changing priorities
• An organised methodical approach to work and time management
• Excellent written communication skills
• Caring and compassionate, with good listening skills

Desirable

• Experience in a Caseworker/Grants Officer role in a grant-making charity
• Up to date, working knowledge of State and local authority benefits
• Experience in day-to-day use of a CRM, or other client database

Job offers with HA include:

• Generous holiday allowance (standard 25 days + BHs), additional discretionary leave at between Christmas and New Year
• Stakeholder Pension scheme (with 10% employer contribution of gross salary)
• Auto enrolment onto HA’s bespoke employee assistance/wellness scheme (for access to mental health support, rewards and benefits - including retailer discounts)  
• Death in-Service, Long-Term Illness or Disability scheme (life assurance of 4 times salary)
• Interest free Travel Loan scheme
• Expenses to cover standard eyesight/vision test