Caseworker (External Services)
National Contact Centre – Cardiff, 37.5 hours a week.
What We Offer
* 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
* An extra day off for your birthday & options to buy or sell annual leave
* Pension with 5% employer contribution
* Enhanced sick pay allowances, maternity & paternity payments
* High Street, retail, holiday, gym, entertainment & leisure discounts
* Access to our financial wellbeing hub & salary deducted finance
* Employee assistance programme & wellbeing support
* Access to EDI networks and colleague cafes
* Cycle to work scheme & season ticket loans
* Ongoing training & support with opportunities for career development & progression
About the Role
This role is based at our National Contact Centre in Cardiff.
Responsibilities
* Effectively manage a caseload of self‑referrals or referred service users, delivering excellent services that support the organisation’s goals for victims. Where relevant, undertake initial proactive contact with victims, explaining Victim Support services and promoting the benefits of accessing support.
* Ensure each victim receives individually appropriate, tailored support and information that fully meets their needs, keeping complex needs central to all processes and decisions.
* Undertake risk and needs assessments to address the specific needs of each client in line with Victim Support operating procedures, following safeguarding policies and procedures and working with safeguarding leads and other agencies to ensure an integrated approach to safeguarding concerns.
* Maintain accurate and confidential case records, complying with data protection and all relevant legislation, and sharing protocols where necessary. Contribute to monitoring information as required by Victim Support.
* Develop and maintain effective working relationships and promote effective communication between staff and other stakeholders.
Qualifications and Skills
* An understanding of the impact of crime on victims.
* Experience managing a caseload, including complex case management.
* The ability to balance competing needs and priorities.
* The ability to work independently and as part of a team.
* Effective verbal and written communication skills.
About Us
Victim Support is an independent charity providing a range of specialist services to people affected by crime across England and Wales. We work towards a world where there are fewer victims but stronger rights, better support and a real influence in the Criminal Justice System. Everyone at Victim Support is driven by our Vision, Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for Victim Support gives you the opportunity to play a key role in a national charity providing high‑quality services to victims and witnesses and being a vital force for change.
Victim Support is committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.
Victim Support strives to represent diverse communities and is passionate about creating an environment where all staff and volunteers feel respected and heard. Being a diverse organisation with an inclusive culture is integral to us being able to meet our aim of ensuring that anyone who is a victim of crime gets the support they need.
As part of our commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. Victim Support is also a Disability Confident Employer and provides a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role. If you have a disability, a learning difficulty such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we’ll be happy to make reasonable adjustments to enable you to perform at your best.
How to Apply
To apply for this role please follow the link below to the Jobs page on our website and complete the application form demonstrating how you meet the essential shortlisting criteria.
We look forward to hearing from you.
We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date. If you have already registered & started an application, we will contact you to advise of the amended closing date wherever possible.
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