Case Management Officer

3 weeks ago

Eastleigh, United Kingdom Eastleigh Borough Council Full time

Fixed Term Contract to 31/10/23

We are looking for a Case Management Officer (SportWorks) Project Officer to work as part of the SportWorks and wider Community team. This is a fixed term post, specifically to support the development and implementation of sport, physical activity, health & wellbeing programmes, working with inactive residents and under-represented groups within the community.

This is an exciting opportunity for an individual to support the planning and delivery of community-based projects within the SportWorks and Communities team.

The SportWorks team at Eastleigh Borough Council manage a number of projects and initiatives with the aim of engaging local communities to become more physically active. The Case Management Officer (SportWorks) Project Officer role will support with the planning,
delivery and evaluation of specific programmes and events. Inclusion will be a key part of the role which will work with diverse communities to promote healthy lifestyles.

The role involves supporting the Sport & Leisure and Communities team to ensure effective delivery of programmes and events. You will require good communication skills, be able to effectively manage your time and prioritise your workload. You will also have a passion for developing sport and physical activity opportunities within challenging environments and adapting to the needs of the target audience.

You will ideally have experience in a sport and/or community environment and have some experience in delivering sport and physical activity projects. You will be qualified to or working towards degree level. Coaching qualifications would also be desirable, but not essential.

**Job Title Case Management Officer / Team Leader**

**Job Family Case Management**

**Service Area Customer Care / Neighbourhood Services**

**Band CMO : Level 1 (Band 2) Level 2 (Band 3) Level 3 (Band 4)**
**Team Leader : Band 6**

**Job Reference**

**Case Management Report to the Case Management Team Leader (Customer Care) or**
**Officers ** **Support & Performance Manager (Neighbourhood Services)**

**Case Management**
**Head of Case Management**

**Team Leader**

**Team Purpose**

The Case Management Team will sit between the Customer Services Team and the Specialist
Teams and will focus on delivering high quality and continuously improving services. Resolving issues as efficiently and effectively as possible on a wide range of the more technical, statutory and non-statutory, services, initiatives, activities and projects. This empowered and multi-skilled team will manage service requests, using technical knowledge, business rules, statutory guidance, systems and processes in place and following workflows. Once a case is passed to the Case Management
Officer, the officer will act as the single point of contact for the customer on that case and will be responsible for resolving the case. Where a case is considered to be complex it is referred to a
Specialist for guidance and advice.

**Role Purpose**

**Case Management Officers**
Working on a professional and integrated case management basis, the post holder will respond to and seek to resolve service requests from external customers using technical knowledge, business rules, statutory guidance, systems and processes and following workflows in place. Case
Management Officers must ensure attention to detail, accuracy and excellent customer focus to deliver high standards of service and seek to resolve cases as quickly and efficiently as possible.
The post holder will promote self-service where appropriate and ensure detailed and accurate records are kept using the Case Management system. Cases will cover a wide range of council services across different disciplines.. Case Management Officers will develop the range of skills, knowledge and in some instances, qualifications, required to undertake the role. The teams at all times will ensure a professional, inclusive and helpful approach to customers.

**Team Leader (as above and;)**
The post holder will support the Head of Case Management in managing the teams to ensure work processes, standards and compliance are completed efficiently and effectively and continuously improved. Manage workflow and ensure cases are resolved as quickly and efficiently as possible.
Undertake quality checking of work, providing training and support as required. Work with Customer
Services and Specialists Services to ensure there is a clear understanding of the handoff points between each area. Maintain performance standards as agreed in conjunction with Head of Case
Management and Performance and Policy Team and address any performance issues as they arise quickly and in accordance with polices.

**Key Accountabilities**

**All levels**:

- Ensuring accurate, professional and timely case management of service requests is provided to customers that supports the customer and the council’s service delivery objectives.
- Ensure policies, procedures and workflows for dealing with al

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