About the job

Summary

The MOD Veterans Welfare Service (VWS), as part of MOD Veterans UK, is committed to enhancing quality of life for Veterans, their dependents, and beneficiaries of MOD Veterans UK pensions/compensation schemes. It also focuses on providing support that will enable seamless transition from Service to civilian life, assist bereaved families or respond to key life events that present welfare needs.

To understand and support clients with Armed Forces Compensation Scheme and War Disablement Pensions, DWP benefits and provide guidance with regards to available support.

This position is advertised at 37 hours per week and is eligible for job share.

Due to COVID we are following Government guidance and are currently Working from Home, conducting the majority of our work over the phone until further notice to protect the vulnerable. However, once Covid guidance allows, it is anticipated that the successful candidate will follow Hybrid working arrangements to visit clients face to face, meaning that travel will be required at least three days per week.

Job description

The role of a Welfare Managers is to support injured/vulnerable Service Personnel transitioning out of service to civilian life, assist bereaved families and respond to changes in circumstances that present a welfare need.

As part of the role, you will be required to provide guidance, information and support to a range of clients. This will include face to face visits in client’s homes, so a full driving licence would be advantageous, not all clients require face to face support so some telephone and written support will be required.

You will assess their needs and provide support by:

• Providing comprehensive advice and support on the Armed Forces Compensation Scheme, War Pensions Scheme and information in relation to Armed Forces Pension Schemes entitlement

• Completing appropriate claim forms

• Facilitating access to appropriate services

• Promoting and providing access to Third Sector/Charity Organisations

• Providing guidance/advice in relation services available from Local Authorities and DWP

• Working with in-Service welfare providers and Military counterparts, for those leaving the armed forces.

Recording accurate records on the case management system.

There will be a requirement to raise awareness of Veterans UK and Veterans Services with Third Sector organisations and a range of stakeholders.

Due to the nature of the posts, the candidates will require a high level of people/communication skills and an aptitude for this type of work. It is equally as important to have an understanding of the type of approach required to work in a high profile, contentious and sensitive area of business.

Experience of work in the area of welfare delivery and some knowledge of Department Work and Pension (DWP) Benefits and working with veterans / military is desirable. Successful applicants will be provided with training to meet demands of this role and are also expected to maintain and up-skill independently in post.

This post covers but is not limited to the following areas Chelmsford, Enfield, Ilford, North London, Romford and Southend-on-Sea enabling deployment of the officer to the surrounding districts/counties to meet business needs, the successful candidate needs to be located in or close to these areas. Further details regarding the location can be obtained from the contact point for this vacancy.

Ability to travel within designated area and to attend the Centre at Gosport is a must. There is possible occasional overnight stays required as part of the role.

Responsibilities

Manage assigned case workload, ensuring all work remains within the defined KPIs and targets:

Provide advice on Armed Forces pension and compensation schemes, DWP benefits and support available from both the Welfare Service and 3rd sector organisations

Educate clients on available claims, allowances and entitlements

Signpost clients to local 3rd sector support organisations

Assist clients with form filling over the phone or face to face, as appropriate

Ensure rapid resolution of client queries that have been escalated from the Welfare Centre

Respond to referrals from 3rd parties and maintain on going relationships.

Coordinate and run welfare surgeries

Attend Employment Fairs

Provide briefings to MOD/In-service colleagues

Organise workload efficiently, ensuring optimal productivity and cost effectiveness.

Act as an escalation point for Welfare Advisors and Centre Managers

Occasionally act as a Duty Manager as required.

Conduct presentations to 3rd sector organisations and business partners, where required

Contribute towards the coaching and development of Welfare Advisors and Centre Managers

Proactively contribute to the provision of a consistent Welfare service throughout the UK that operates as a single, seamless team

Proactively engage and contribute to VWS continuous improvement

A full UK Driving Licence is advantageous

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service
• Leadership