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Victim Support Casework Coordinator

£31,000 FTE, £24,800 at 0.8
Part-time (Part time 30 hours per week)
Job description


Victim Support Casework Coordinator 


ISVA: Manager of Support Services 


Victim Support Casework Team


Salary: £31,000 FTE, £24,800 pro-rata

This is a 0.8 per week post.  Specific days to be agreed on appointment. NUM are open to discussions around flexible working patterns to ensure a positive work/life balance. Operational hours are Monday-Friday 9am-5pm

Holidays: Annual leave entitlement is 31 days FTE including public and bank holidays. This will be pro-rata for your contracted hours.


You will be remote working and will be provided with the equipment and tools required to deliver this work. You will need a secure environment and access to a stable internet connection. You may be occasionally required to travel to the NUM head office at Unit 209, 46-50 Oldham St, Manchester, M4 1LE but all your costs will be covered by NUM.  On Occasion, you will be required to travel anywhere within the United Kingdom but shall not be required to work outside the United Kingdom for any continuous period of more than one month.

About NUM: 

National Ugly Mugs (NUM) is an award-winning charity with a mission to ‘end all forms of violence against sex workers.’ NUM provides a mechanism for sex industry workers to report crimes and harm they experience and share this information within their communities to warn others of potentially dangerous individuals and situations.

We have a dedicated casework team of industry experts who support sex workers to further access criminal justice remedies and other services as determined by victims/survivors to cope and recover from crimes they experience in the ways they choose. We also host a range of other projects in racial justice, mental health, drop-in support (Scotland), and vocational exploration.


The casework team is at the heart of NUM. We provide vital support from assistance through the criminal justice journey to essential emergency financial support. We are looking for a coordinator to lead our casework team. If you are driven, have a keen eye for detail, can effectively motivate others in a demanding and emotive area of work with the ability to support people in an empathetic and trauma informed way then this could be the role for you. 

This role will specifically focus on the day-to-day running of the casework team alongside carrying your own caseload. The work involves utilising and monitoring our digital platform and CMS maintaining and monitoring the documentation of cases and coordinating responses to ensure sex workers received the high standard of support they deserve, to prevent and recover from violence as well as seek justice and recourse. The Victim Support Casework Coordinator is responsible for maintaining high standards for all digital, individualised and in-person support provided by the case work team. All responsibilities can be grouped under five umbrella categories. The successful candidate will evidence suitability for the role based on the strength areas below:

1) Management: Manage the operations and administration associated with victim and vocational support case work. 

2) Leadership: Lead and motivate the team of national case workers towards service excellence. The best leaders can also be led. The successful candidate will value the lived and learned experiences on the case work team and ensure that everyone works to their strengths, and strives for the best outcomes for sex workers. 

3) High Standards: Support good performance and quality outcomes for sex workers.

4) Creative and Innovative: Ability to strategise and problem-solve. Sex workers experience forms of violence before and after accessing support. At NUM, our principle of 'Sex Workers First' means that we work with them to achieve the outcomes that they desire. Sex workers are in control of their healing and recovery, and it will be the successful candidate's job to ensure that lives are improved as a result of contact with NUM. 

5) Wellbeing Focused: Provide care for the health, safety and welfare of the case work team and the sex workers we serve. 

Day-to-day team tasks include, but are not limited to the following.

  • Managing your own caseload, providing individualised support to sex workers alongside your leadership role ensuring that sex workers are put at the forefront of all services offered. Maintaining our high standard of support.  

  • Continued monitoring and development of the NUM platform backend functions to find efficiencies and boost productivity. Develop and update Standard Operating Procedures (SOPs) based on new policies and service priorities, new platforms/ procedures, and new innovations or services. 

  • Problem-solving to ensure the smooth and efficient operations of the casework team eg, Managing resource and rota’s including leave and absences, Delegation of task where appropriate to the casework team

  • Audit overview and quarterly reporting to Manager of support services with responsibility for data management and the production of case studies. 

  • External communications with practitioners to ensure best practice of utilising NUM service, promoting NUM membership where possible and attending external meetings as a NUM representative where required. 

  • Host or contribute to the ongoing meetings of the National ISVA/SWISVA forum and continue to foster useful and productive spaces for SWISVAs (specialist sex work ISVA’s) throughout the UK to share experiences, insights towards delivering quality support services to sex workers with maintaining high service standards and prioritising self-care. 

  • Deliver weekly operations meetings, keep them short and concise to discuss operational updates NUM wide/ internal. Discuss any issues of take aways with the Manager of support services  

  • Communicate with other work streams and projects at NUM through coordinators meetings and share changes in process from the CEO and management team.

  • Leading 1-2-1 check-ins and appraisals with staff, acknowledging individual and team success in appropriate ways, Motivating the team and Resolving conflict and managing team dynamics (with support where needed)

  • Onboard new members of the team

  • Cover some duties when the Manager of Support Services is out of office


Essential Skills and Experience

  • Demonstrable casework skills, with experience in delivering advice, information, emotional and practical support and advocacy in partnership with health, wellbeing and criminal justice outcomes for individuals who may have experienced traumatic events.

  • Experience managing a team, providing line management support, and managing rotas and team resources.

  • Experience of dealing with internal and external complaints and having difficult conversations.

  • An understanding of coordination responsibilities and the requirements of middle management in a fast-paced and ever-changing environment.

  • Qualified ISVA or relevant casework support experience.

  • Strong interpersonal skills and an ability to work with multiple partners on complex cases.

  • Excellent administrative and organisation skills, able to manage both your own and other peoples workloads effectively.

  • An understanding of Equal Opportunities, the diversity of sex workers and the impact of criminalisation, stigma, and marginalisation on sex workers and a team comprising those with lived experience.

  • Effective communication skills and the ability to deliver training, guidance, advice and support to a diverse range of stakeholders to promote best practice in relation to supporting sex workers when they’re victims of crime.

  • Experience of using online communication tools, CMS, google workspace, MS suite, slack and other digital platforms to maximise efficiency and productivity of your own casework and that of the casework team. 

  • Strong empathic and active listening skills.

  • Willingness to undertake continued professional development. 

Desirable Skills and Experience

  • Experience of the sex work community.

  • Experience completing detailed reports on workstream productivity, both statistically and in written form.

  • The ability to understand local, regional and national policy and evidence-based research in relation to community safety, health and social inclusion.

How to Apply

Please send a CV and cover letter, explaining why you’re interested in the post and how you fit the person specification, to admin[at]nationaluglymugs[dot]org, or apply via Charity Job by 12pm (UK time) on Friday 15th December.

Interviews will take place on December 22nd. The successful candidate will be contacted on or before the 28th of December. Job start date from the 8th of January 2024 .

NUM is a diverse team committed to inclusion and equal opportunities in the workplace, and we actively encourage applicants of all different ages, genders, social and economic backgrounds, ethnicities, religions and sexual orientations, and from people with disabilities. If you have any access requirements related to applying, please contact admin[at]nationaluglymugs[dot]org.

We understand that everyone’s experience is different and encourage applications from those who may not meet all of the person specifications. If you’re passionate about equality, economic empowerment, and ending violence against sex workers, we want to hear from you.

Please note due to the high number of applications expected for this role if you do not hear back from NUM by the 18th of December unfortunately your application has not been successful. We are not able to provide feedback on your application at the application stage. 


Application Instructions

Please send a CV and cover letter, explaining why you’re interested in the post and how you fit the person specification

Posted by
National Ugly Mugs (charity) View profile Company size Size: 11 - 20
Posted on: 28 November 2023
Closed date: 15 December 2023 at 12:00
Tags: Management, Advocacy