- Provide appropriate advice, support and resources to individuals who are experiencing personal difficulties to help them overcome their problems in the Electrical and Energy industries.
- Engage with other services, including charities, social services and other statutory agencies, to ensure a long term sustainable solution is provided to all clients.
- Follow the procedures for Charitable Services, consider the most effective and productive way of providing solutions to clients’ problems that fall within the charity’s remit. All solutions must have an end in mind.
- To provide support during illness, both physical and mental, age-related issues, physical and learning disabilities, financial, unemployment etc.
- Assist clients with other issues or problems where these are integral to their case, and refer to other caseworkers, advisors or specialist agencies as appropriate.
- Finding out the type of support needed for each client, making assessments on the assistance needed, offering information and telephone support, referrals to counselling when needed. Intervening when support is needed.
- Ability to work closely with health services, housing officers, other advice agencies, debt agencies.
- Visit clients when necessary and as agreed with line manager.
- Regularly review caseload and make recommendations concerning the support needs of clients.
- Maintain case records, on paper and on database, for control and audit, continuity of case work, information retrieval, report preparation and statistical monitoring.
- Undertake any other tasks and duties that are within the scope of the post to provide the effective delivery and development of the charity’s support services.
- Formulate Partner Engagement Strategies for key service to support the 4 Business Programmes including National Autistic Society, Mates in Mind, Macmillan’s and debt advice agency CAP (Christians Against Poverty).
- Maintain regular contact with key business’s the Charity supports and pro-actively ensure.
- strategic and timely outreach to their staff offering counselling, debt advice and referrals to our partners and other services as needed.
- Keep up to date with legislation, policies and procedural changes relating to state benefits and undertake appropriate training if required.
- Maintain effective liaison with relevant external agencies and other charitable organisations, and statutory bodies.
- Be an active member of the Team, working closely with colleagues and providing back up support when required to give the best possible service to our clients and supporters.
- Alternate 0800 helpline call coverage as required.
- Attend Welfare Audit Group meetings as required.
- Adhere to the Charity Brand guidelines in all printed and electronic materials.
- Maintain up to date records and active reporting systems.
- Represent the Charity at meetings with external stakeholders when required.
- Undertake any other duties that may reasonably be required by line manager from time to time.
Policies and Procedures
- Complying with the Charity’s Policies and Procedures.
- Contributing to the development of the Charity’s philosophy.
- Participating in staff meetings to improve communication within the charity.
- Promoting positive working relationships with all staff, working in a collaborative and cooperative manner to ensure that the highest standards are maintained.
- Attending staff meetings, training and development and staff supervision meetings.
- Encouraging the application of Equal Opportunities and Diversity in all areas.
- Adhering to Confidentiality Policy and Data Protection.
Planning and Organisation:
- Manages conflicting priorities and /or with limited supervision.
- Develops innovative approaches to deal with complex social/financial issues.
- Effectively networks with our partners such as the National Autistic Society, Mates in Mind, Macmillan’s, CAP etc, seizing these opportunities to build alliances relevant to Charity’s strategic agenda.
- Identifies needs and interventions for capacity building of 3rd party service partners, clients and other potential partners.
Innovation in solutions:
Demonstrates strong initiative and capacity to move complex issues forward to achieve a satisfactory outcome, working with various support partners at varying levels and able to multi-task in a busy environment.
Skills, qualifications and experience needed:
- Problem solving skills, ability to assess complex cases involving health issues, financial difficulties, with specialism in autism, behavioural problems and learning disabilities. Solution finding.
- Familiarity with Charity policies and procedures and practice for partnership building, donor relations, advocacy and communications.
- Proven oral and written communications skills and demonstrated presentation skills.
- Superior networking capability, paired with strong interpersonal and diplomatic skills; substantive ability and presence to represent Charity, as well as to interact effectively with senior management.
- Ability to work as part of a team in a constantly evolving work environment.
- Excellent planning, organisational and management skills.
- Ability to meet deadlines, and respond to client needs in a timely fashion.
- Excellent communication skills in English are required
- Excellent interpersonal skills and verbal and written communication skills.
- Attained at least an undergraduate degree in related social science/behavioural fields.
- Previous experience in managing and operating a call in helpline.
- Previous experience working with physically or mentally disabled people.
- Experience with heavy industry health and safety standards, approved for Nuclear site inductions.
- Experience with dealing with managing conflict in autism, mental health and behavioural cases.
- Previous work experience with the Electrical sector.
- Problem Solving
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