Triage Caseworker

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.
The role of caseworker is to assess the needs of the children and family and provide
recommendations for appropriate assistance to the Senior Caseworkers and Senior Leadership
Team. This includes financial assistance for welfare needs, advice and support to families in the
management of personal affairs and finances, and assessment of child specific needs.
Caseworkers should be empathetic and non-judgmental.
Caseworkers will receive induction training both in house and externally to include use of the
bespoke CMS (Casework Management System) used by the Armed Forces Charity Sector. The
role is subject to DBS checking. It may require some home visits and travel around the UK.
Triage:
 To act as the first point of contact to the Casework team for beneficiaries, providing a calm,
supportive and professional welcome
 To complete an initial assessment of need by triaging telephone calls, emails and
applications received through Mosaic, Lightning Reach and other referral routes.
 Contact families who submit an enquiry through the Charity website or via email
 To use active listening and empathetic communication to build trust and ensure
beneficiaries feel heard
 Accurately record beneficiary information in the CRM system, ensuring timely, detailed, and
confidential case notes
 Identify urgent or emergency requests for support and escalate to a Senior Caseworker for
prioritising
 Provide clear information about available support, signposting, or referrals
 Follow up with beneficiaries once casework has been completed to ascertain impact and
any unmet need
 Process day to day invoices and pass to the Senior Leadership Team for payment
 Maintain up-to-date understanding and awareness of the Royal Navy
 Uphold organisational values at all times, conducting work with integrity, professionalism,
and compassion.
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Casework:
 Deal with enquiries and correspondence from beneficiaries
 Investigate applications for grants and, following assessment, produce recommendations
for the Senior Caseworkers, Senior Leadership Team and Grants Committee
 Liaise with external caseworkers from SSAFA, RN FPS and other organisations to ensure
comprehensive casework is carried out on all 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
 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
 Keep abreast of developments in your allocated lead area 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
Person specification
Essential  Understanding of military life and the impact on serving personnel,
veterans and their families
 Be able to demonstrate empathy, emotional intelligence, and non
judgmental communication
 Evidenced knowledge and experience of charitable and financial
support to beneficiary groups
 Strong communication, organisational and record keeping skillsDesirable  Confident using IT including Microsoft Office; knowledge of grants or
other CRM
 Experience of recording information into a CRM (training will be
provided)
 Familiarity with the Royal Navy and the Service charity sector
 Evidence of working effectively in co-operation with other charities
and organisations.Personal qualities  Adherence to NCC’s values
 Integrity, honesty and professionalism at all times
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 Able to treat all people with respect and dignity
 Willing to take responsibility for actions and remain accountable
 A team playerThe 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 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.
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