202101CaseMgrWales - Case Manager

Posted: 15/01/2021 11:52
Start Date: Not Available
Salary: £25,601 - £31,929
Location: Wales
Level: Delivery
Deadline: 22/02/2021 23:59
Hours: 17.50
Benefits: Competitive
Job Type: Permanent

At Help for Heroes, we believe those who serve our country deserve support when they are wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds; their lives changed forever. We help them, and those still serving, to recover and get on with their lives.

As One Team we share a philosophy – I.C.A.R.E. It’s the way we walk and talk, the way we interact with others and how we approach everything we do. We are: Innovative – Collaborative – Authentic – Resourceful – Energetic. 

We have an incredible opportunity for two part time (17.50 hours per week) Case Managers to join our Team in the Welsh region.

One based in North Wales: Covering Anglesey, Conwy Valley, Denbighshire, Flintshire, North Powys, Snowdonia and Wrexham County. 

One based in South Wales: Covering Carmarthenshire, Ceredigion and Pembrokeshire. 

Please see below for more information on what just might be your future role.


Job Purpose

Provide case management and welfare support to wounded, injured and sick (WIS) veterans and their families, supporting their recovery to enable them to enjoy independent and fulfilling lives.


Assessment of welfare need of individual beneficiaries (clients), their case management and delivery of professional support as part of the Multi-disciplinary Team (MDT).

Main Responsibilities         

  • Conduct assessments with beneficiaries and undertake the subsequent management of complex and sometimes challenging casework. This includes key questionnaire assessment.
  • Play a leading role in MDT working, delivering a key professional contribution, and briefing individual cases to enable effective case management.
  • Work with beneficiaries and develop individual recovery plans based on comprehensive assessments.
  • Monitor and coach beneficiaries supporting them to achieve the goals they have set themselves in their recovery plans.
  • Work with charity partners and deliver outreach support to our beneficiaries in other locations.
  • Maintain up to date, concise and confidential, electronic beneficiary case notes.
  • Actively promote regional activities, including organising and assisting with events e.g. information days, careers fairs and family events.
  • Attend regular supervision complying with Help for Heroes policy.
  • Contribute to data collection, analysis, and reporting.
  • Comply with Welfare Office case management framework and Standard Operating Procedures, taking responsibility to ensure all administrative tasks are completed.
  • Attend regional welfare and veterans’ conferences, forums, meetings, and seminars in accordance with available budgets and in discussion with Line Manager.
  • Undertake training as required.
  • Carry out any other reasonable duties within the overall purpose of the post
  • Champion the culture of equality, diversity, dignity, and respect.
  • Location specific duties as identified.

Essential Qualifications

  • Level 3 Diploma in Welfare or other relevant discipline 

Essential Knowledge, Skills & Experience

  • 2+ years of working with adults at risk, in the welfare or support sector.
  • Clear understanding of the requirements and professional ethos underpinning professional boundaries.
  • Experience or understanding of working in a multidiscipline environment supporting the delivery of case management.
  • Previous use of assessment tools to identify client need and create appropriate and SMART recovery action plans.
  • Understand the coaching culture, supporting beneficiaries in goal setting, increasing their resilience to own and maintain their recovery.
  • Ability to deliver presentations to a variety of audiences.
  • A comprehensive knowledge of children’s and adults Safeguarding and a knowledge of referral pathways.
  • Excellent task management and organisational skills and the ability to work under time pressure meeting key deadlines.
  • A comprehensive understanding of the importance of recording and evidencing professional case notes and report writing.
  • Ability to communicate at all levels including colleagues, beneficiaries and their families, senior managers, and external partners.
  • Understanding of the ethos of Help for Heroes services and have empathy and passion for the cause.
  • Demonstrate knowledge and experience in use of digital and online services, especially Microsoft Office 365 and case management systems.
  • Ability to meet the travel requirements of the job and hold a full current UK driving license to contribute towards the delivery of service in the community.

Desirable Knowledge, Skills & Experience        

  • Knowledge of Help for Heroes 360º Holistic support model approach.
  • Understanding of Wounded, Injured and Sick personnel care pathway.
  • Bilingual English/Welsh speaking 

Key Competencies & Behaviours

  • Confident and polite manner. 
  • Ability to build rapport quickly and to understand needs and expectations.
  • Positive, empathetic, patient, polite and friendly manner.
  • Ability to remain calm under pressure.
  • Displays the highest levels of integrity, confidentiality, and commitment.
  • Respond quickly to changing demands and demonstrate strong skills in prioritisation and time management.
  • Work within a range of environments and working cultures, adapting personal style accordingly.
  • Lead and drive work forward with minimal direction.
  • Analyse information quickly and communicate in a concise and articulate manner.
  • Well organised with the ability to prioritise.
  • Attention to detail in all aspects of work.
  • Demonstrates an ability to work as part of a team and be a flexible team player.
  • Demonstrates self-motivation.
  • Flexible re. hours of work.

The job will be remotely based, currently working from home, and, when Government pandemic restrictions allow, will require regular travel. The Wales regional Case Management team works across the whole of the Welsh region and therefore location is flexible in line with service requirements.