Casework and Outreach Assistant in Birmingham

Casework and Outreach Assistant

• Job Salary: £26,228 per annum
• Team: Assist Team
• Contract Term: Permanent
• Location: Hybrid working (Birmingham City Centre) expectation to be in the office at least one day a week; visiting NHS sites across the UK
• Hours: 37.5 hours per week, Monday to Friday

Role purpose: To travel to NHS sites to identify patients in need and generate referrals, as well as to provide casework assistance and administration support to the specialist welfare benefits and debt advisers in the wider team.

Attending 4-6 dialysis units per month and ensuring that all referrals gained from the unit visit are added to the system by the next working day at the latest. Ensuring that all referrals are contacted within the relevant service level agreement (this can vary depending on the contract but is typically 24-48 hours). As well as this, you would also be expected to maintain a monthly work completed average of 84% and ensure that all printing is completed and posted by the end of the same working day.

Responsibilities:

• Travelling off site to attend dialysis units and hospitals to identify patients in need of advice and support, and to refer them into the Assist service;
• Receiving and handling correspondence, including telephone calls, from beneficiaries and other external contacts, handling or transferring them to the appropriate person to ensure complete and correct information quickly and with excellent customer service;
• Developing and managing interviews with patients using sensitive listening and questioning skills, in order to allow clients to explain their problem(s);
• Entering data and accurately recording all information taken from a variety of referral pathways onto our case management system;
• Making initial contact with new beneficiaries in order to outline service, identify any emergency situations and book initial assessments for the team of advisers;
• Corresponding with beneficiaries/clients to gather information, documents, outcomes and/or feedback in order to help further casework;
• Handling, processing, franking and sending correspondence related to welfare benefits and debt case work, from a variety of channels including post, email, digital portals and telephone;
• Ordering goods purchased via charitable grants for beneficiaries, and arranging delivery
• Completing applications for Blue Badges, Trust Funds and relevant charitable grants where appropriate;
• Collating statistical data and casework examples as required, and providing relevant information to the team for reporting purposes;
• Printing, scanning, filing, saving and uploading documents electronically;
• Continuously reviewing and play an active part in the work of the team and Auriga, suggesting improved ways of working and new ideas.
• Working to deliver exceptional service in line with Auriga’s values.
• Ensuring GDPR, safeguarding and other policies are followed.

Key Skills and Attributes

• Have a clean driving licence and access to a car – this role involves travel;
• Be prepared to have an enhanced DBS certificate;
• Be passionate about providing an effective service to those in need;
• Be organised and able to manage your time effectively to meet deadlines;
• Be a self-starter with a strong work ethic;
• Have a good eye for detail and a high degree of accuracy;
• Have excellent people skills, being able to liaise with people who are potentially vulnerable;
• Expect to be able to receive difficult and sometimes emotional conversations when talking to people in need (we do provide training for this);
• Have good oral and written communication skills;
• Be proficient in Microsoft Word, Excel, Outlook, and Teams;
• Have previous experience of inputting data and using IT and databases;
• Be able to work effectively in a team, supporting others when needed.

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