Casework Support Officer

Job responsibilities

To support the delivery of resettlement programmes in Wiltshire ensuring outcomes are aligned to the Councils Business Plan.

To work with the council and other public services to deliver outcomes for resettlement programmes in accordance with Home Office guidelines - including support with signposting families and supporting access to services such as ESOL classes, nursery provision, job centers and other public and charitable services. This will require an in-depth understanding and assessment of what service a family / individual requires

To be involved in all aspects of the resettlement process including securing properties, referral acceptance and arrival arrangements through to family/ individual independence

To assess individual / family requirements at times of query or complaint to ensure accurate and reliable information is provided or that the issue is escalated appropriately.

To work with other Casework Support Officers to ensure adequate support is available to refugees during office hours

Using, making sense of and developing templates to undertake regular review meetings with refugees to understand needs, identify support requirements and support meeting support requirements where appropriate

To be responsible for maintaining support plans and case notes for each individual / family, ensuring accurate and relevant information is provided and included.

To utilise own knowledge and understanding to ensure accurate advice and support is provided to volunteers in respect of cultural issues, council working practices and government guidance and initiatives.

To provide advice and guidance to refugees to access employment opportunities where appropriate (as directed by DWP and Employment and Skills partners)

To expand knowledge and understanding of the needs of refugees/ migrant population and support interfaith activity as appropriate, ensuring knowledge and skills are cascaded to team members and volunteers.

To foster the development of ethnic minority communities in Wiltshire and support their integration into the British way of life

To provide advice and guidance to refugees and migrant population in understanding and working within the requirements of British culture

To work with other authorities in relation to transfer/ relocation, where appropriate

To support colleagues across wider service including, but not limited to, development of volunteer network

To provide informal interpreting to support access to services (typically through supporting access to official interpreting services)

Support and deliver internal and external training on BAME population and migration services.

To work with our communities and provide a link to support in suitability of services, to meet the needs of Wiltshires diverse population, enhancing inclusion and diversity.

Some out of hours working (specifically during arrivals of new refugee families, emergencies or training)

Travel to provide casework support across the county

Use of (council provided) technology to provide virtual casework support

Person Specification

Experience

Essential

• High level of relevant and practical experience acquired on the job.
• An advanced understanding of relevant procedures and working practices.
• Advanced knowledge of specialist function relevant to service area.
• Excellent ICT skills including use of Microsoft applications and specialist systems
• Good communication and interpersonal skills.
• Good customer service skills with experience of resolving customer enquires in the relation to
• the service area.
• Experience of working with the public in a customer facing / contract role.
• Relevant practical experience working as part of team to meet service standards, targets and
• deadlines
• Good planning and organisational skills, with proven ability to use initiative, prioritise workloads
• and achieve deadlines
• Good Literacy and numeracy skills
• Proven experience in the competent and safe use of complex equipment relevant to the role.

Qualifications

Essential

• Educated to HNC in English / Humanities or equivalent experience
• A good understanding of a range of public services and the experience of new arrivals in the
• UK
• A good understanding of health and social care contexts and process for making referrals
• Experience in following policies and procedures
• Experience in contributing to and maintaining records
• Experience of coordinating or working alongside other volunteers
• Experience of liaising with external stakeholders to shape the delivery of their services in
• accordance with ethnic minority culture requirements
• An understanding of differences in British and other cultures

Desirable

• Experience in project and programme management
• Experience of risk management principles and case conference working

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Wiltshire Council

Address

County Hall

Bythesea Rd

Trowbridge

Wiltshire

BA14 8JN

Employer's website

http://www.wiltshire.gov.uk/ (Opens in a new tab)