Case Handler

**Job Title**:Service Coordinator **Job Category**:Administration

**Charity Name**:Flag DV **Direct report**:Service Supervisor

**Location**:Newbury, Berkshire **Travel Required**:Occasionally local travel

**Position Type: Date Posted**:
**Hours of work**:35 hours per week worked **Application**
9.00 am to 4:30 pm Monday **deadline**:
to Friday. Will consider
Part-time hours of 28 for the right person.

**Charity Information**

FLAG DV provides free legal advice and support to empower individuals experiencing domestic abuse to them make informed decisions about their situation. Our approach is non-judgmental, we believe in providing a safe and open space for clients at any stage of their journey and we support their choices at the time they seek our advice.

Charity aims - For people who experience domestic abuse to have access to high quality legal advice so that they are empowered to
- Make informed choice through knowledge of their legal rights
- Have better understanding of access to justice
- Make informed choice to protect themselves, their children and their property

**Job Overview**

The role will also be community facing and you will have the opportunity to attend face-to-face events representing the service to gain feedback from the community that will help inform the shaping and growth of the charity.

The current role is based out of our office in Broadway House, Newbury. This is a collaborative role that will require close teamwork and communication during working hours.

As an organisation we welcome and are seeking out different voices to help input into the growth of our team and the charity as a whole. We are a small team that is rapidly growing and are looking for a team member that wants to grow and contribute to these changes.

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**Role and Responsibilities**
- Maintaining accurate and up-to-date client records
- Ensuring that clients receive services in a timely and appropriate manner
- Professional mindset and able to engage with case management reviews and feedback
- Assist with data collection for management and performance reports
- Shared contributions to social media
- Attend appropriate events and represent the charity
- Attend and engage with team meetings, helping grow and reshape the charity
- Supporting with training and mentoring of new staff members
- Assisting with any other tasks as required to support the charity's aims and objectives.
- Contribute to a shared charity office space that is well-maintained and stocked with necessary supplies

**Knowledge, skills and abilities**

**Essential Criteria Desirable Criteria**

**Training, Knowledge & Skills Training, Knowledge & Skills**:

- Strong level of numeracy and literacy -Enhanced understanding of safeguarding,
- Experienced IT skills: Office Outlook, both for children and adults

Excel, PowerPoint and Word. -Experience with engaging people who
- An understanding of safeguarding for have experienced trauma adults and children -Domestic Abuse awareness and/or
- Experience working with Voip or inhouse previous DA training attendance office telephone systems -A good understanding of relevant
- Understanding and use of social media legislation and guidance which affects domestic abuse victims and survivors, such as criminal, civil and family law, welfare, housing and immigration.

**Communication Communication**:

- Professional phone etiquette and -Proven ability to engage and connect with ability to engage successfully in external contacts and forge good conversation with clients in distress organisational connections. who may be upset, confused, tearful -Understanding the difference between or agitated. advice and guidance
- Skills for engaging with people who have
- Ability to communicate clearly, effectively experienced trauma. and empathetically whilst dealing with difficult conversations.
- Ability to ask effective questions and elicit

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the required information
- Strong and clear written communication including clinic case updates, internal and external communications.

**Prioritisation and Critical Thinking Prioritisation and Critical Thinking**:

- Ability to prioritise, make safe and -Experience managing case escalations appropriate decisions
- Ability to remain calm under pressure
- Ability to think critically and implement safe and appropriate responses based on the information obtained

Standard Operating Procedures (SOP) and processes

**Case Management Case Management**:

- Ability to manage a caseload through to -Experience using CRM systems, completion using organisational Salesforce, Microsoft Dynamics 365 ect. processes
- Ability to work under pressure and accurately capture and record data within cases
- Ability to escalate serious incidents whilst following the relevant processes.

**Professionalism**:

- Focused on the need for confidentiality and the adherence of professional boundaries.
- Ability to work both within a small team and under direction from others
- Ability to engage with differen