Victim Support Casework Coordinator

6 months ago

Southwark, United Kingdom National Ugly Mugs (charity) Full time

Job description

**POST**

Victim Support Casework Coordinator

**RESPONSIBLE TO**

ISVA: Manager of Support Services

**RESPONSIBLE FOR**

Victim Support Casework Team

**SALARY & HOURS OF WORK**

**Salary**: £31,000 pro-rata

This is a 0.8 per week post. Specific days to be agreed on appointment. NUM are open to discussions around flexible working patterns to ensure a positive work/life balance. Operational hours are Monday-Friday 9am-5pm

**Holidays**: annual leave entitlement is pro rata 31 days including public and bank holidays

**LOCATION OF THE POST HOLDER**

You will be remote working and will be provided with the equipment and tools required to deliver this work. You will need a secure environment and access to a stable internet connection. You may be occasionally required to travel to the NUM head office at Unit 209, 46-50 Oldham St, Manchester, M4 1LE but all your costs will be covered by NUM. On Occasion, you will be required to travel anywhere within the United Kingdom but shall not be required to work outside the United Kingdom for any continuous period of more than one month.

**About NUM**:
**ROLE AND RESPONSIBILITIES**

The casework team is at the heart of NUM. We provide vital support from assistance through the criminal justice journey to essential emergency financial support. We are looking for a coordinator to lead our casework team. If you are driven, have a keen eye for detail, can effectively motivate others in a demanding and emotive area of work with the ability to support people in an empathetic and trauma informed way then this could be the role for you.

1)** Management**:Manage the operations and administration associated with victim and vocational support case work.

Day-to-day team tasks include, but are not limited to the following.
- Continued monitoring and development of the NUM platform backend functions to find efficiencies and boost productivity. Develop and update Standard Operating Procedures (SOPs) based on new policies and service priorities, new platforms/ procedures, and new innovations or services.
- Problem-solving to ensure the smooth and efficient operations of the casework team eg, Managing resource and rota’s including leave and absences, Delegation of task where appropriate to the casework team
- Audit overview and quarterly reporting to Manager of support services with responsibility for data management and the production of case studies.
- External communications with practitioners to ensure best practice of utilising NUM service, promoting NUM membership where possible and attending external meetings as a NUM representative where required.
- Deliver weekly operations meetings, keep them short and concise to discuss operational updates NUM wide/ internal. Discuss any issues of take aways with the Manager of support services
- Communicate with other work streams and projects at NUM through coordinators meetings and share changes in process from the CEO and management team.
- Leading 1-2-1 check-ins and appraisals with staff, acknowledging individual and team success in appropriate ways, Motivating the team and Resolving conflict and managing team dynamics (with support where needed)
- Onboard new members of the team
- Cover some duties when the Manager of Support Services is out of office

**PERSON SPECIFICATION**

**Essential Skills and Experience**
- Demonstrable casework skills, with experience in delivering advice, information, emotional and practical support and advocacy in partnership with health, wellbeing and criminal justice outcomes for individuals who may have experienced traumatic events.
- Experience managing a team, providing line management support, and managing rotas and team resources.
- Experience of dealing with internal and external complaints and having difficult conversations.
- An understanding of coordination responsibilities and the requirements of middle management in a fast-paced and ever-changing environment.
- Qualified ISVA or relevant casework support experience.
- Strong interpersonal skills and an ability to work with multiple partners on complex cases.
- Excellent administrative and organisation skills, able to manage both your own and other peoples workloads effectively.
- Experience of using online communication tools, CMS, google workspace, MS suite, slack and other digital platforms to maximise efficiency and productivity of your own casework and that of the casework team.
- Strong empathic and active listening skills.
- Willingness to undertake continued professional development.

**Desirable Skills and Experience**
- Experience completing detailed reports on workstream productivity, both statistically and in written form.
- The ability to understand local, regional and national policy and evidence-based research in relation to community safety, health and social inclusion.

**How to Apply**

NUM is a diverse team committed to inclusion and equal opportunities in the workplace, and we actively encourage applicant

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