Caseworker - Redress Operations

Do you have the resilience, empathy, and dedication to make a real difference in the lives of survivors seeking justice and redress?

Caseworkers within the Operations Unit receive and process applications, supporting survivors and other applicants up to the point when their application is passed to Redress Scotland for a determination. This work provides challenge and opportunity for those with an interest in contributing to an area where you can make a very real difference to the lives of those who have suffered abuse. 

You will be the first point of contact for survivors seeking information about the redress scheme and its application processes, and provide support throughout the process of applying for redress by advising how to apply, giving information on what documents are needed and how to find supporting documentation or signpost to agencies who can help.

You will work in a team environment to provide consistent support for survivors to ensure they have a point of contact with an individual/colleague who knows the status of their application and can keep them updated and attended to.

Given the nature of this work and the requirement both for staff to be supported and for the service to be delivered over the course of the working day, caseworkers are expected to work the in the office multiple days per week. 

The work is personally and professionally rewarding but can also be challenging. We recognise working with this subject matter is not for everyone. We are looking for colleagues with strong interpersonal skills and resilience. There will be bespoke professional support covering resilience and self-care available for all staff in these roles. 

Responsibilities

• Manage a varied caseload supporting survivors and their next of kin, signposting to external agencies for additional support.
• Liaise with other organisations who provide support to prospective applicants to the scheme. 
• Responsible for the processing of applications, ensuring full and correct information is included. This will include ID matched and certified, ensure all paperwork in order including paperwork to show survivor was abused in care in Scotland before the age of 18 before 1 December 2004. 
• Maintain accurate and up to date records on the case management system to ensure any calls or queries about the status of applications can be answered. 
• Agree with the applicant the point at which they wish their application to be submitted to Redress Scotland for determination of any redress award , and carry out any further work with the applicant that Redress Scotland requires if they do not feel they have adequate information to allow them to make a determination. 
• Responsible for sharing the outcome decision with survivors and applicants, and supporting them through the next steps. 

Success Profile

Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on.

Behaviours:

• Working Together - (Level 3)
• Delivering at Pace - (Level 3)
• Communicating and Influencing - (Level 3) 
• Managing a Quality Service - (Level 3) 
• Making Effective Decisions - (Level 3) 

You can find out more about Success Profiles Behaviours, here.

How to apply

Apply online, providing a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.  

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If invited for further assessment, this will consist of an interview and presentation.

Assessments are scheduled for w/c 19th January however this may be subject to change.

About Us

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.

Our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer. 

As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.

Working pattern

Please note that these posts will be in line with the current hybrid policy with attendance in the office 2 days per week however, this will only be implemented following a period of initial office based training.
Our standard hours are 35 hours per week.  We offer a range of flexible and hybrid working options depending on the needs of the role. If you have specific questions about the role you are applying for,  please contact us.

Security Checks

Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide. 

Equality Statement

We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. 

Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Further information

Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.

Read our Candidate Guide for further information on our recruitment and application processes.

For more information, please contact Claire Clarke, or Trudi Colebrook,  

Apply Before: 4th January :59) - This role is open to internal candidates and Common Citizenship organisations only.