Case Officer

Key Details

• Salary: £25,221 - £27,780 FTE per annum plus £480 home working allowance – (Pro-rata for 22.2 hours - £15,132 - £16,668 plus pro-rata HWA)
• Hours: 22.2–29.6 hours per week across 3–4 days (Part‑time) – Negotiable.
• Contract type: Fixed term for one year in the first instance, with potential extension.
• Location: Home‑based in the Wiltshire area, frequent travel required.

Family Action & the Role’s Impact

At Family Action we support people through change, challenge or crisis. It’s what we’ve done for over 150 years. We protect children, support young people and adults and offer direct, practical help to families and communities. We see first‑hand the power of family to shape lives, for better or worse, so we speak up for the importance of family in national and local policymaking, amplify family voices and represent the changing needs of families in the UK today.

Responsibilities

• Respond to enquiries from the telephone helpline, email, website, text service and social media, providing accurate and impartial information and advice on matters relating to SEND procedures, particularly the SEND Code of Practice 2014.
• Provide information and advice on local policy and practice, the Local Offer, Personal Budgets, the law on SEN & Disability, health and social care and support income maximisation for families.
• Provide confidential and impartial advice to young people on their own, if requested, and promote the voice of the child/young person throughout the work with families.
• Provide individual casework for parents and young people, including:
• Phone, text and email contact
• Home visits
• Representation and support in preparing for and attending meetings, either face‑to‑face or online
• Listening to concerns
• Signposting to other local or national sources of support
• Help with filling in forms, writing letters and reports, tailoring support as far as possible to individual need to ensure equal access to the service
• Planning support to ensure the best use of time

Main Requirements:

• Experience that demonstrates empathy for families of children/young people with additional needs, highly developed interpersonal and active listening skills, first‑rate verbal and written communication skills.

Qualifications & Experience

• Recognised professional qualification in education, health, social work or equivalent, evidence of a commitment to continuing learning and professional development and at least one year’s experience in a similar role.
• Experience enabling you to empathise with or advocate for families of children/young people with additional needs.

Support & Training

We will offer you support and funding to undertake the IPSEA Legal training, Levels 1‑3, to support your career development and progression.

Benefits

• Annual paid leave entitlement of 25 working days plus bank holidays (pro‑rata)
• Up to 6 % matched‑pension contributions
• Flexible working arrangements and new starters have the right to make flexible working requests from day one of employment
• Enhanced paid sick leave and paid family leave provisions
• Eye care and winter flu jab vouchers
• Cycle‑to‑work scheme
• Investing in your professional development with ongoing quality training and career development opportunities

Benefits of Working with Us

We are forward‑looking, ambitious and committed to continuous improvement. We are a people‑focused, can‑do organisation, which strives for excellence in all we do and operates with mutual respect.

Equality, Diversity & Inclusion

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process and you will be asked whether you require any adjustments if shortlisted for interview. We also make reasonable adjustments on the job, where required. We are committed to Equality, Diversity & Inclusion in all that we do and welcome applications from all sections of the community. Intersectionality is important to us and we particularly welcome applications from ethnically diverse communities, LGBTQIA+ candidates and disabled candidates because we are committed to increasing the representation of these groups at Family Action. We know that greater diversity will lead to even greater results for families and children and strive for our workforce to be truly representative of the diverse communities we support. We offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria for the role. To help remove financial barriers to working with us, we will reimburse travel costs if you are invited to attend an interview in person.

Background Checks

Appointments are subject to Family Action receiving a satisfactory disclosure from the Disclosure and Barring Service – Child and Adult Workforce, including Enhanced with Children’s Barred List. All appointments with Family Action are subject to satisfactory Safer Recruitment checks.

Contact

For any queries, or to discuss any aspect of the selection process or the potential for flexible working, please email deanna.wilkins@family-action.org.uk.