Helpline Caseworker
Responsible to: Casework Services Manager
Place of work: Home based
Hours of work: 37.5 hours
Contract: Permanent
Background:
We’re here to help people in horticulture create better futures.
Perennial has been helping people in horticulture for over 180 years. We are the UK’s only charity dedicated to helping everyone who works in horticulture, and their families.
At Perennial we understand the devastating impact bereavement, money worries, ill health, homelessness, redundancy and family breakdown can have on lives and that everyone can experience financial difficulties.
Our Helpline Service
Our helpline service is a free, confidential national service for people working in or retired from horticulture, their families, carers and the professionals who work with them. Our helpline team provides first tier advice that is reliable, up to date and aims to help people explore solutions and access to the information they need.
The helpline service is delivered through our direct telephone number, email and through online resources. We regularly review our support and service delivery to ensure we are providing the most effective information and support.
Calls are taken and made by trained and skilled workers who will listen empathetically, inform appropriately and signpost.
The Helpline prioritises high quality, person-centred support, placing service users at the heart of everything we do. We take the time to listen sensitively and consider service user’s circumstances holistically, ensuring we record relevant information and advice provided accurately at each stage of the service user journey. Success is measured by the quality of engagement, the outcomes achieved and the positive difference made to people's lives
About you
The successful candidate will provide generalist advice in a wide range of enquiry areas such as social care, health, benefits, housing and employment. You will have excellent communication skills, be confident, motivated and willing to try new things. You will be passionate about delivering person-centred impartial advice, information, support and signposting.
Duties and Responsibilities
Advice Giving
· Respond efficiently to requests for support, which may be received via online referrals, email or telephone.
· Deliver quality advice and information to service users that meet national standards are in line with organisation policy and practice
· Provide easy to understand information and the range of options available, to help people feel better able to cope and make their own informed choices.
· Help people to access specialist support that can offer practical and emotional support, which can include talking on a family’s behalf, particularly where they have a problem that is difficult to tackle on their own
· Use sensitive listening and questioning skills to allow service users to explain their circumstances and to identify the next course of action.
· Identify and maintain appropriate professional boundaries for all enquiries
· Ensure all case recording and other record keeping is completed within agreed timescales and to internal quality standards
· Ensure records are kept and maintained in accordance with current legislation
· Ensure safeguarding issues are addressed robustly and swiftly in line with organisational policies
· Use a range of information sources to find relevant information and be able to communicate complex systems and processes to service users clearly
· Refer internally or to other specialist agencies as appropriate
· Effectively manage helpline service user caseload.
Administration
· Provide crisis support including access to food, heating and daily living essentials within levels of delegated authority
· Ensure case recording is completed accurately and to internal quality standards to support service delivery
· Use IT software for statistical recording of information relating to research, campaigns and funding requirements, record keeping and document production.
· Produce clear assessment summaries and management information reports
· Ensure that all work conforms to the service's systems and procedures
· Research and create resources to enable the organisation to provide quality information and advice for service users
· Undertake supporting administration duties across a range of help and prevent services as required or requested
Professional Development
· Proactively continue to develop appropriate knowledge, attitudes and skills through regular reading of information and attending training courses
· Maintain professional competency and up to date knowledge in all relevant areas of the role including key areas of advice, Data Protection, GDPR, Health and Safety and Safeguarding practice
· Keep up to date with online systems, available training materials and other resources relevant to the areas of support
· Participate in training as required to maintain and improve the relevant level of knowledge and skills needed to deliver a quality service
· Attend relevant internal and external meetings as agreed with the line manager
· Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
· Identify and implement own learning and development needs
Other duties
· Maintain confidentiality in all areas of the role in line with procedures and Data Protection regulations.
· Ability to work collaboratively with key stakeholders to foster a co-operative, flexible and team-working environment
· To work at all times within the policies and procedures of Perennial
· Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies.
· Be a positive ambassador for Perennial
· Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
· Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the helpline service
Person Specification
Skills, Knowledge and Experience
Essential
· 2 years of experience delivering advice to people, this could be in a paid or voluntary capacity
· Experience of working in a welfare-related environment, as generalist or specialist advisor in a paid or unpaid capacity
· Knowledge of welfare benefits information or advice-giving
· Experience in delivering a telephone helpline or advice service
· Ability to determine priorities, manage time, and ensure deadlines are met
· Highly developed communication skills including discretion and capacity to deal efficiently and effectively with people experiencing traumatic or difficult circumstances, and/or from different cultural backgrounds
· Ability to scrutinise complex information, to produce concise reports, comprehensive case records and high-quality correspondence
· Experience of using interpersonal skills, including sensitive listening and questioning skills to understand the needs of others
· Ability to produce resource and information materials such as factsheets, briefings etc relevant to the work
· Good IT skills, including Microsoft Word, Excel, and experience using databases
· Ability to recognise and act upon safeguarding concerns
· Ability to maintain confidentiality and work in a non-judgmental manner
· Willingness to reflect on and develop own professional practice and be flexible with service delivery
· Ability and willingness to work both independently and as part of a team
· Ability to interact and network with stakeholders
Desirable
Experience with caseload management
Personal Attributes
· Able to manage and prioritise workload
· Calm and confident
· Good attention to detail
· Proactive self-starter with a desire to develop all areas of the role
· Ability to maintain professional boundaries
· Willing to work within the policies and procedures of Perennial
· Willingness to work flexibly which may involve occasional travel and evenings away
· Commitment to personal development including keeping up to date on all subject areas relevant to the role
· Able to travel to meetings in locations across the country, with occasional overnight stays
· Commitment to upholding the mission and values of the charity
· Understanding of and, commitment to, the principles of equality and fairness
Key Terms and Conditions
These terms and conditions are provided for information only and in no way represent a contract. In the event of an appointment if there is an anomaly between the contract and these terms, the contract is deemed to be the correct version.
Full information on terms and conditions are contained within a Staff Handbook, issues upon appointment. Enquiries on specific matters are welcomed – the following are the key issues.
Hours of work: Monday to Friday, 37.5 hours per week
Salary: £28,000 per annum
Holidays: 25 days holiday per annum plus normal bank holidays, increasing with service
Pension: Perennial operates an auto-enrolment pension scheme and will match employee contributions up to the statutory amount. Details of the scheme will be available following a formal offer of employment.
Other: Sick Pay, Death in Service Benefit (3x salary), Private Healthcare Cover. Perennial has a number of well-established, family-friendly policies, including ‘buying’ extra (unpaid) leave, time off for dependents, variations to normal working hours. Further details available on request.
General Considerations: All Perennial jobs are subject to a probationary period (6 months) and a periodic review.
Smoking: In the interests of health and safety, Perennial operates a non-smoking policy on its premises and expects staff not to smoke in company vehicles.