202105ProjCM - Project Case Manager - 2 Year FTC - Mid and North Wales

Posted: 10/05/2021 12:36
Start Date: Not Available
Salary: £25,601 - £31,929
Location: Home Based
Level: Delivery
Deadline: 15/06/2021 23:59
Hours: 37.50
Benefits: Competitive
Job Type: Fixed Term

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.

And who are we you’re wondering? We are experts and beginners. Generalists and specialists. Ordinary people with an extraordinary passion towards making a positive change to the lives of our veterans (and having fun while doing it).

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 a Project Case Manager to join our team on a 2 year fixed term basis. Please see below for more information on what just might be your future role.

Job Purpose

          This newly created post is two years fixed-term and funded through a successful bid to the Armed Forces Covenant Fund to tackle loneliness and isolation impacting wounded, injured and sick veteran communities across mid and north Wales.

Working collaboratively as part of our wider Recovery Services Directorate, you will develop and deliver a community recovery hub model which will bring Help for Heroes holistic recovery services within reach of wounded veterans and their families and promote self-sustaining support networks. Based across the Mid and North Wales the hubs will tackle social isolation caused by injury and/or illness and geography.

Through the hubs you will facilitate the delivery of engagement opportunities for beneficiaries, identify need, create support pathways (internal and external), and co-ordinate structured support plans where beneficiaries have multi-dimensional or more intensive needs.

The scope of this role is to offer beneficiaries quality interventions to combat social isolation, encourage peer support schemes, social networks, and opportunities to engage with the wider community. This role has particular emphasis on the dual roles of individualised support and activation around social /community engagement to ensure that beneficiaries can live well within their localities.

Informed by a strengths / asset-based approach, the project Case Manager will work to an ethos which nurtures and harnesses beneficiary confidence, competence, attributes, skills, and knowledge by promoting engagement, purposeful participation, and independence. This is with a view to progressing recovery and sustaining wellness in line with the Help for Heroes’ Fair Deal commitment. The project Case Manager will also contribute to early identification of presenting need and prevention where needed.

Localised activity of the Project Case Manager will reflect community assets and resources available to maximise the recovery chances of individuals.

The postholder will work cross functionally. 


Accountable for the delivery of the project’s action plan and desired outcomes.

The role forms part of the Case Management Service, with leadership provided by the Head of Service. Recovery teams work collaboratively and cross-functionally under the overall leadership of the Services Director.  

Responsible for enhancing the beneficiary’s sense of identity, self-management, independence, and the ability to improve overall quality of life, empowering veterans to actively participate in managing their own recovery.

Responsible for ensuring the most positive beneficiary experience, within the resources available, with particular attention to accessibility of services and beneficiary involvement to support achievement of the ‘fair deal’ outcomes; being physically and mentally well, feeling connected (safe and secure) and leading a productive life.

To have a particular focus on reducing social isolation and increasing opportunities for peer support. Understanding the socio-economic characteristics of the community will inform what is delivered and help to harness the skills and experiences of beneficiaries to develop peer support networks, reaching further into local communities.

The post holder will be tasked with developing pathways to wider social networks, promoting engagement activities that support veterans and family members and reaching out to beneficiaries with unmet recovery needs.

Main Responsibilities

  • To identify, coordinate, facilitate and promote social interventions, community activity and wider community engagement for beneficiaries requiring support and fellowship through delivery that directly supports an individual’s recovery and/or their return to an active and independent life, as far as possible.
  • To work with beneficiaries to identify their assets, needs, opportunities, rights, and responsibilities.
  • Hold an agreed case load of individual work encompassing, assessment, developing recovery plans, monitoring, and coaching to progress actions, MDT working, case conferencing.
  • To develop programmes with local, regional, and national partners in order to widen the delivery of services and engagement opportunities, bespoke to localities and beneficiary needs, involving the wider community.
  • Provide timely and accurate recovery information and signposting, promoting informed recovery choices, aspiration, achievement and move on.
  • Continually work to improve accessibility of recovery services, developing provision in a wide range of localities including community venues and across digital channels.
  • To enhance inclusivity, ensuring beneficiaries with disabilities and circumstances making it harder to access opportunities, are more aware of, and able to access opportunities available to them.
  • Extend the reach of Help for Heroes and adopt an entrepreneurial approach to sourcing spaces and community venues.
  •  Actively reaching out to new beneficiaries in new localities and those hardest to reach, including those with very serious injuries.
  • Removing barriers to participation, promoting personal, social and community development under the banner of Help for Heroes, providing relevant localised offers in tandem with wider community services offers.
  • Contribute to new, cost effective and creative partnership opportunities in partnership and using local resources and skills pool.
  • Work with community organisations to run tailored neighbourhood events that make best use of local assets to bring beneficiaries, their families, and others together.
  • Where required to undertake on the ground research to support the development of services and evidence of need.
  • Develop and maintain constructive professional relationships within Help for Heroes Recovery services, the wider charity, across all sectors and other relevant agencies.
  • Ensure risk assessment and quality management protocols are followed, with support from the Welfare Services Manager and Head of Service.
  • Recognising the needs and complexity of some beneficiaries, work within safeguarding and case management informed practice, following Help for Heroes policies and protocols.
  • Participate in the development of MDT community meetings and case conferencing where needed.
  • Meet the specific requirements of data capture and evaluation with regards to the project specification. This will include using Help for Heroes electronic client management systems and other evaluation tools as specified.
  • Work collaboratively with the data insight team for project reporting purposes as required.
  • Where required provide support for Help for Heroes authorised volunteers and peer facilitators involved in community delivery.
  • Support activity and events, encouraging wider family members to be involved.

Essential Qualifications:     

Level 3 qualification in Welfare / Health and Social Care / Community Development (or willing to work towards) or a related field, or the equivalent experience working in community settings (3 years).

Essential Knowledge, Skills & Experience

  • Proven track record in the delivery of safe and effective activities to improve general health, connectivity, confidence, mutual support and ‘move on’ within recovery outcomes.
  • Demonstrable knowledge and experience in the use and delivery of engagement and social interaction opportunities to achieve recovery progression and quality of life outcomes.
  • Ability to communicate effectively (empathise) with wounded, injured and sick service users and their families.
  • Ability to liaise with beneficiaries and a wide range of internal and external contacts and cross sector organisations to increase opportunities and positive outcomes for beneficiaries.
  • An effective decision maker employing good reasoning and judgement skills, capable of taking independent action when undertaking duties remotely from others and reporting back to line manager and others as required.
  • Initiative and creativity to contribute to the development of a quality, sustainable service offer.
  • Competent in the use of computers, electronic client management systems and particularly the use of Office 365 and Teams.
  • Front facing direct delivery.
  • Sector experience – charity/military.
  • Ability to work effectively as part of a dispersed team.

Desirable Knowledge, Skills & Experience  

  • Understanding of the Recovery ethos.
  • Experience in the facilitation and delivery of community-based services.
  • Experience of facilitating beneficiary involvement and co-production.

Key Competencies & Behaviours

  • Demonstrates the ability to build rapport quickly.
  • Displays a positive, empathetic, patient, polite and friendly manner.
  • Understanding of professional boundaries and how these shape effective working relationships with beneficiaries.
  • Understand fundamental principles of safeguarding, cultural awareness, first aid, mental wellbeing, inclusion and working with vulnerable adults.
  • Manages challenging situations and behaviours in a calm and appropriate manner, even when under pressure.
  • Displays the highest levels of integrity, confidentiality, and commitment. Understands levels of accountability.
  • Well organised, responds quickly to changing demands and demonstrates strong skills in prioritisation and time management.
  • Work within a range of environments, locations and working cultures, adapting personal style and delivery method accordingly.
  • Capable of delivering with minimal direction.
  • Attention to quality and 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 and good organisation.
  • Communicates in a professional and friendly manner.
  • An ability to inspire and convey the power of social engagement.
  • A capacity to work collaboratively with others.
  • A capacity to embrace the organisation ethos and the process of recovery and move on progression.
  • Can undertake flexibility in regards hours of work, including routine out of hours/ evening work and occasional weekends in line with beneficiary needs.

There is frequent contact with agencies and groups across the region. Therefore, travel within a working day is to be expected. Overnight stays are unlikely but may be required on occasion.

Help for Heroes is committed to safeguarding and ensuring the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. The suitability of all prospective employees or volunteers will be assessed during the recruitment process in line with this commitment.