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Defence Business Services - DBS - VWS NI - BELFAST TEAM WELFARE MANAGER
| Posting date: | 13 February 2025 |
|---|---|
| Salary: | £29,580 per year, pro rata |
| Additional salary information: | A Civil Service Pension with an employer contribution of 28.97% |
| Hours: | Full time |
| Closing date: | 05 March 2025 |
| Location: | Belfast, Northern Ireland |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Ministry of Defence |
| Job type: | Permanent |
| Job reference: | 389773 |
Summary
The role of the EO (Welfare Manager (WM)) is a rewarding, dynamic and diverse one - delivering (as part of the VWS NI Team more widely) holistic welfare support to the veterans’ community in NI and the Republic of Ireland, as required. This includes understanding, advising and assisting clients with Armed Forces Compensation Schemes and War Pension Schemes, Bereavement, DWP Benefits, Benevolent Fund Applications, Medical Treatment Referrals, Respite and Remembrance activities and other associated Welfare matters - both over the phone and face to face. In addition, the EO (WM) engages in outreach and family group respite activities, attends veteran-focused meetings and engages with Statutory and Third Sector colleagues in support of clients.
Specific responsibilities include the following:
Managing assigned case workloads & ensuring all work remains within the defined KPIs and targets:
Ensuring all relevant information is captured prior to a client meeting or phone call
Promoting VWS NI and actively developing networks & working relationships across VWS NI
Referral of casework to both internal and external organisations - to be done by providing advice on AFPS and Compensation Schemes, DWP benefits and support available from both the Welfare Service and Third Party organisations
Educating clients on available claims, allowances and entitlements
Referring clients to internal and local Third Party support organisations: medical treatment referrals, Benevolent Fund Applications, Respite and Remembrance activity facilitation
Being prepared to Line Manage Welfare Assistants in VWS NI locations, if required
Assisting clients with form filling over the phone or face to face, as appropriate
Ensuring rapid resolution of client queries
Responding to referrals from Third Parties and maintaining/enhancing ongoing relationships
Attending client surgeries/home visits in line with protocols/guidance where required
Coordinating and running Welfare Surgeries
Attending Employment and Transition Fairs
At an appropriate level, providing briefings to MoD/In-service colleagues
Promoting and educating clients on expertise/information within the virtual welfare centre
Organising and completing work - as allocated through the VWS NI Centre Manager - efficiently; ensuring optimal productivity and cost effectiveness
Accurately recording - including on VWCS - client conversations and/or meetings, case notes and outputs in a timely manner in in line with internal requirements/quality standards
Seeking relevant clarification from appropriate resources (colleagues or guidance documentation) to provide clients with appropriate response or support in a timely manner
Adhering to defined Welfare processes, ways of working and escalation routes in accordance with Defence Business Services Armed Forces and Veterans Services (DBS AFVS) One Service One Team One Way (OSOTOW) direction and guidance
Escalating ‘red flag’ cases to Regional Welfare Manager (RWM) and Centre Manager where appropriate
Raising concerns with the Centre Manager and RWM regarding workload management
Acting as a Duty Manager on a rotational basis as required
Conducting presentations to Third Party organisations, where required
Proactively contributing to the delivery of a consistent, coherent Welfare Service throughout NI and RoI, in line with VWS NI Welfare Team colleagues across the wider UK
Collaborating with team members & contributing to the Welfare knowledge base
Supporting the provision of kin-forming duty to civilians
Proactively engaging and contributing to VWS NI continuous improvement
Supporting 28 day (PRU) review meetings, including the provision of advice to PROs, as required
Specific responsibilities include the following:
Managing assigned case workloads & ensuring all work remains within the defined KPIs and targets:
Ensuring all relevant information is captured prior to a client meeting or phone call
Promoting VWS NI and actively developing networks & working relationships across VWS NI
Referral of casework to both internal and external organisations - to be done by providing advice on AFPS and Compensation Schemes, DWP benefits and support available from both the Welfare Service and Third Party organisations
Educating clients on available claims, allowances and entitlements
Referring clients to internal and local Third Party support organisations: medical treatment referrals, Benevolent Fund Applications, Respite and Remembrance activity facilitation
Being prepared to Line Manage Welfare Assistants in VWS NI locations, if required
Assisting clients with form filling over the phone or face to face, as appropriate
Ensuring rapid resolution of client queries
Responding to referrals from Third Parties and maintaining/enhancing ongoing relationships
Attending client surgeries/home visits in line with protocols/guidance where required
Coordinating and running Welfare Surgeries
Attending Employment and Transition Fairs
At an appropriate level, providing briefings to MoD/In-service colleagues
Promoting and educating clients on expertise/information within the virtual welfare centre
Organising and completing work - as allocated through the VWS NI Centre Manager - efficiently; ensuring optimal productivity and cost effectiveness
Accurately recording - including on VWCS - client conversations and/or meetings, case notes and outputs in a timely manner in in line with internal requirements/quality standards
Seeking relevant clarification from appropriate resources (colleagues or guidance documentation) to provide clients with appropriate response or support in a timely manner
Adhering to defined Welfare processes, ways of working and escalation routes in accordance with Defence Business Services Armed Forces and Veterans Services (DBS AFVS) One Service One Team One Way (OSOTOW) direction and guidance
Escalating ‘red flag’ cases to Regional Welfare Manager (RWM) and Centre Manager where appropriate
Raising concerns with the Centre Manager and RWM regarding workload management
Acting as a Duty Manager on a rotational basis as required
Conducting presentations to Third Party organisations, where required
Proactively contributing to the delivery of a consistent, coherent Welfare Service throughout NI and RoI, in line with VWS NI Welfare Team colleagues across the wider UK
Collaborating with team members & contributing to the Welfare knowledge base
Supporting the provision of kin-forming duty to civilians
Proactively engaging and contributing to VWS NI continuous improvement
Supporting 28 day (PRU) review meetings, including the provision of advice to PROs, as required