Complex Case Officer

3 weeks ago

Birmingham, Birmingham, United Kingdom AOE Full time

This is an exciting opportunity to join Act on Energy working on a flagship project with Birmingham Community Healthcare NHS Foundation Trust. The Casework Officer role will provide vital support to vulnerable communities across the city, helping to create an integrated model of health care and support.

The energy efficiency sector is experiencing significant growth, with ever-increasing levels of fuel poverty accompanied by assistance programmes. The successful candidate will work with people with various needs, treating each as an individual and assisting them with appropriate measures.

The links between poor housing conditions, fuel poverty and health are well-established. This project aims to reduce these inequalities, improving health and reducing the need for NHS services.

About You

This role suits individuals with experience of working with vulnerable households, families, and carers. Experience with front-line health and social care teams will be advantageous. Understanding climate and sustainability issues is valued.

You will be a confident communicator, comfortable working with multiple stakeholders, people-focused and process-driven with a methodical and organised approach. Successful casework relies on quality data, so you should be able to keep comprehensive records and understand how data can be used to tell a meaningful story.

The Role

You will offer person-centred support, improving knowledge of energy efficiency, budgeting and confidence-building for vulnerable fuel-poor households. You will develop an understanding of each household's circumstances and their energy/welfare needs.

As an effective coordinator and advocate, you will actively manage casework, produce individual action plans, and complete pre/post evaluation activities with our project partners.

You will support Act on Energy's regional activity, working with the public and partner agencies to tackle fuel poverty inequalities. Building relationships with community groups and front-line public sector workers, including GP practices, hospitals, health/social care organisations, and allied teams.

This role offers opportunities to genuinely impact communities by preventing hospital admissions, reducing reliance on GPs/home care, addressing isolation, improving health/wellbeing while saving money and improving lives.

Duties & Responsibilities

You will provide holistic energy, financial and budgeting advice to ensure vulnerable fuel-poor households access needed assistance through grant schemes and referral pathways.

You will understand people's needs, empowering them to be knowledgeable and resourceful. You will also support partner agencies' front-line staff in understanding the warm homes-health outcomes relationship.

You will work in the community, from home if required, and Act on Energy's offices when required.

Skills

You must work independently, managing your workload effectively understanding privacy and safeguarding.

Other key skills:

Achieving agreed outcomes/targets Commitment to Act on Energy's values GDPR and health/safety compliance

Effective written/oral communication Flexibility to work evenings/weekends.

Person Specification

The person specification is a picture of skills, knowledge and experience required to carry out the role. It will also be used in the short-listing and interview process for this post. You should demonstrate in your CV and covering letter how you meet the criteria.

Essential:

Experience with vulnerable customers/households.

Knowledge of housing, health, and social care services

Delivering advice and training Interacting with multi-agency projects

Driving high customer service standards

Excellent customer service skills for diverse audiences

Understanding project management, KPIs and deliverables

Analytical skills and thorough approach to accurate record-keeping

Desire to support vulnerable customers and improve outcomes.

Excellent self-management skills

Flexibility to respond positively to workload changes.

Commitment to equal opportunities and anti-discrimination

Strong MS Office skills

Driving license and car

Desirable:

Knowledge of domestic energy/affordable warmth

Energy Awareness qualification

Experience with CRM systems.

Knowledge of UK energy infrastructure

Second language skills (written and/or oral)

Experience supporting local authorities.

Characteristics:

Enthusiasm for environmental/social welfare

Flexible, dynamic, and creative approach

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