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Defence Business Services (DBS) Veterans Welfare Manager
| Dyddiad hysbysebu: | 13 Rhagfyr 2024 |
|---|---|
| Cyflog: | £29,500 bob blwyddyn, pro rata |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 27 Rhagfyr 2024 |
| Lleoliad: | PO13 9XA |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Ministry of Defence |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 381487 |
Crynodeb
A Veterans Service Welfare Manager/Case Manager is responsible for:
Delivery
Day to day delivery of a high quality, holistic and professional casework to clients, building trust and positive relationships with clients and stakeholders to facilitate optimal client outcomes. Ensuring accurate, timely and professional record keeping and adherence to defined policy and procedures.
Continuous Improvement
Contribute to improved ways of working and development of service design and delivery models.
Stakeholder relationships
Build and maintain positive working relationships with colleagues across Veterans Services, DBS and MOD and with key external partners, within a defined area, for the benefit of client outcomes and to raise the profile of VS.
Collaborative working
Proactive collaborative working within DBS and Veterans Services in order to deliver One Service One Team One Way
Service Delivery
Providing high quality, holistic casework, support and guidance to clients.
Undertaking a holistic assessment of clients’ needs as identified within referral documents and in conversation with the client and referring body to fully understand the issues the client faces.
Providing advice on the role and capabilities of VS to clients and advise on the claims, allowances, and entitlements and the support that’s available from Veterans Services and our partners.
Responding to referrals and enquiries with speed and accuracy to ensure a timely, helpful, holistic response, including those enquiries or concerns that have been raised in relation to casework.
Accurately record client conversations and/or meetings, case notes and outputs on Veterans Services case management system in a timely manner in in line with both internal protocol and quality standards.
Meet the VS KPIs and targets as laid out in VS operating procedures and process.
Establishing professional, effective relationships with clients demonstrating emotional intelligence and building clients’ trust and sense of personal responsibility and resilience.
Identifying and acting on the best way to address issues considering clients’ unique circumstances, including their preferences, timescales, availability, capacity, confidence and ability.
Using a variety of communication methods, as appropriate and in line with clients’ preferences (where possible) to achieve best effect and in line with VS policies and protocols.
Organising your workload efficiently, ensuring optimal productivity and cost effectiveness.
Raising concerns with Line Manager regarding workload management and target achievement.
Travel will be required within designated area and occasional attendance at UK wide events.
Stakeholder Relationships
As agreed with Line Manager, establish professional, effective relationships with referring authorities and service providers to support the delivery of our casework and build mutual trust.
As agreed with Line Manager, promote VS to 3rd parties ensuring full awareness of VS role and remit.
Collaborative working
Work closely with EO colleagues within and across teams, to proactively contribute to the provision of a consistent service throughout the UK that operates as a single seamless team through support, advice for colleagues and sharing expertise and experience through defined processes.
Assist with training, onboarding of new staff as required.
Other tasks - completing location and subject-matter-expert specific tasks as required and pro-active contribution to Veterans Services project work.
Continuous Improvement
Proactively engaging and contributing to VS continuous improvement, ensuring that VS operates as a single, seamless team throughout the UK and best practice is promulgated.
Learning and Development
Complete MOD Required Learning and that required by DBS/Veterans Services.
Proactively consider and identify learning opportunities and in conjunction with regular 1-2-1s with Line Manager
Keep timely and accurate records of all desired and completed learning and development on MYHR to share with Line Manager
Person specification
As a Veterans Service Manager/ Case Manager you will have the following essential skills/experience/knowledge:
Excellent organisational skills and ability to plan workload efficiently.
Resilience.
Excellent listening and interpersonal skills.
Compassionate, empathetic, patient and calm attitude.
Ability to adapt style and language to client/circumstantial needs.
Excellent problem-solving skills with a creative approach to finding solutions
Ability to prioritise workload under pressure.
Cost consciousness.
Ability to keep up to date on information relevant to client needs.
Experience and confidence in the use of IT (including all main MS Office applications) and aptitude to learn new systems.
A full UK Driving Licence and/or willingness to undertake frequent travel (local and UK wide).
As a Veterans Service Manager/ Case Manager you may have the following desirable skills/experience/knowledge:
Broad technical knowledge of WPS and AFCS schemes (can be met by on job training)
Broad knowledge of DWP benefits and entitlements (can be met by on job training)
Knowledge of Defence Recovery / Medical Pathway
Knowledge of Defence and/or its welfare and transition processes
Licences
A full UK Driving Licence
Delivery
Day to day delivery of a high quality, holistic and professional casework to clients, building trust and positive relationships with clients and stakeholders to facilitate optimal client outcomes. Ensuring accurate, timely and professional record keeping and adherence to defined policy and procedures.
Continuous Improvement
Contribute to improved ways of working and development of service design and delivery models.
Stakeholder relationships
Build and maintain positive working relationships with colleagues across Veterans Services, DBS and MOD and with key external partners, within a defined area, for the benefit of client outcomes and to raise the profile of VS.
Collaborative working
Proactive collaborative working within DBS and Veterans Services in order to deliver One Service One Team One Way
Service Delivery
Providing high quality, holistic casework, support and guidance to clients.
Undertaking a holistic assessment of clients’ needs as identified within referral documents and in conversation with the client and referring body to fully understand the issues the client faces.
Providing advice on the role and capabilities of VS to clients and advise on the claims, allowances, and entitlements and the support that’s available from Veterans Services and our partners.
Responding to referrals and enquiries with speed and accuracy to ensure a timely, helpful, holistic response, including those enquiries or concerns that have been raised in relation to casework.
Accurately record client conversations and/or meetings, case notes and outputs on Veterans Services case management system in a timely manner in in line with both internal protocol and quality standards.
Meet the VS KPIs and targets as laid out in VS operating procedures and process.
Establishing professional, effective relationships with clients demonstrating emotional intelligence and building clients’ trust and sense of personal responsibility and resilience.
Identifying and acting on the best way to address issues considering clients’ unique circumstances, including their preferences, timescales, availability, capacity, confidence and ability.
Using a variety of communication methods, as appropriate and in line with clients’ preferences (where possible) to achieve best effect and in line with VS policies and protocols.
Organising your workload efficiently, ensuring optimal productivity and cost effectiveness.
Raising concerns with Line Manager regarding workload management and target achievement.
Travel will be required within designated area and occasional attendance at UK wide events.
Stakeholder Relationships
As agreed with Line Manager, establish professional, effective relationships with referring authorities and service providers to support the delivery of our casework and build mutual trust.
As agreed with Line Manager, promote VS to 3rd parties ensuring full awareness of VS role and remit.
Collaborative working
Work closely with EO colleagues within and across teams, to proactively contribute to the provision of a consistent service throughout the UK that operates as a single seamless team through support, advice for colleagues and sharing expertise and experience through defined processes.
Assist with training, onboarding of new staff as required.
Other tasks - completing location and subject-matter-expert specific tasks as required and pro-active contribution to Veterans Services project work.
Continuous Improvement
Proactively engaging and contributing to VS continuous improvement, ensuring that VS operates as a single, seamless team throughout the UK and best practice is promulgated.
Learning and Development
Complete MOD Required Learning and that required by DBS/Veterans Services.
Proactively consider and identify learning opportunities and in conjunction with regular 1-2-1s with Line Manager
Keep timely and accurate records of all desired and completed learning and development on MYHR to share with Line Manager
Person specification
As a Veterans Service Manager/ Case Manager you will have the following essential skills/experience/knowledge:
Excellent organisational skills and ability to plan workload efficiently.
Resilience.
Excellent listening and interpersonal skills.
Compassionate, empathetic, patient and calm attitude.
Ability to adapt style and language to client/circumstantial needs.
Excellent problem-solving skills with a creative approach to finding solutions
Ability to prioritise workload under pressure.
Cost consciousness.
Ability to keep up to date on information relevant to client needs.
Experience and confidence in the use of IT (including all main MS Office applications) and aptitude to learn new systems.
A full UK Driving Licence and/or willingness to undertake frequent travel (local and UK wide).
As a Veterans Service Manager/ Case Manager you may have the following desirable skills/experience/knowledge:
Broad technical knowledge of WPS and AFCS schemes (can be met by on job training)
Broad knowledge of DWP benefits and entitlements (can be met by on job training)
Knowledge of Defence Recovery / Medical Pathway
Knowledge of Defence and/or its welfare and transition processes
Licences
A full UK Driving Licence