Casework Co-ordinator
LB Hackney is currently looking for a Casework Co-ordinator to join their team on a contract basis. Please see below.
Date 18 March 2026
Overview of organisation & Service area
Hackney is one of the UK's most diverse and highest-performing local authorities, serving one of London's best places to live and work. In Hackney, we are Open; Inclusive; Ambitious; Pioneering; Proactive. The B&HPS is responsible for handling all enquiries from the local public, Mayor & Cabinet Office and elected members related to Housing Advice & Prevention, Rough Sleeping outreach, Single Homelessness Prevention Service (SHPS), Green House, TA Allocations, Home Visiting, Hostel Management, Housing Register, Lettings, Medical Assessments, Housing Supply, Downsizing & Rehousing, Supported Housing, Discretionary Housing Payments (DHP), Council Tax Reduction, Housing Benefit, Complaints / Members Casework, Strategy and Policy.
Main areas of responsibility
* Handle all incoming casework in accordance with the Council's Complaints Policy & Local Government & Social Care Ombudsman Guidance.
* The post holder will work across all business systems within BHPS to ensure the service accurately triages all casework received.
* Responsible for the initial assessment of new and existing casework.
* Identify safeguarding matters within the casework received.
* Determine if queries are correctly directed to the service; accurately redirect misdirected cases to the appropriate department within the Council.
* Workflow Allocation: Assign valid B&HPS queries to relevant staff members to trigger the investigation and drafting process.
* Ensure all approved responses meet Corporate formatting standards and are dispatched via email or post within required timescales.
* Maintain a meticulous and accurate record of all handled queries to ensure full service transparency.
* Provide advice and technical support to case handlers across the service on the effective use of business systems.
* Handle all Subject Access Requests on behalf of the HPS service.
* Respond to all incoming internal enquiries via the business area group mailbox.
* To support and advise all caseworking staff on all casework handling matters to ensure a consistent high performance turnaround of casework across BHPS.
* Closely monitor the availability and absences of caseworking staff to ensure cases are assigned to staff in work.
All workers are expected to operate flexibly to support the delivery of services and from time to time will be required to undertake responsibilities outside the normal remit of role description as required, which are broadly commensurate with the job level and scope of competence.
The postholder will be expected to work in an agile way and through a combination of hybrid working at our different offices and from home.
Pay and Benefits
£19.98 Per Hour PAYE £26.92 Per Hour Umbrella.
Equal Opportunities
Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.
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