To be an integral part of the delivery of Scotty’s new navigating entitlements casework (START) Programme, a single point of contact service designed to support anyone affected by military‑connected bereavement. This is a hands‑on, vital role within a brand new team. You’ll be the first step in ensuring that everyone in the bereaved military community receives compassionate, personalised and well‑coordinated support.
Responsibilities
Service Design & Delivery
* Work closely with the Head of START to plan and roll out the START Programme.
* Act as the first point of contact for Scotty’s families, providing a welcoming and inclusive experience.
* Implement the new service model, workflows, triage process and beneficiary journey.
* Ensure the service is trauma‑informed, inclusive and responsive to beneficiary feedback.
* Manage your own caseload with support from the Head of START.
Team Leadership & Development
* Provide peer support to new caseworkers as experience grows.
* Maintain a focus on your own learning and development, encouraging reflective practice.
* Live the culture that reflects The Scotty’s Way and encourage personal growth.
* Participate actively in the wider Families team, contributing to daily huddles, team plans and objectives.
Collaboration & Partnership
* Build and maintain referral pathways with external organisations (military & non‑military charities, NHS, social care).
* Build expertise on navigating entitlements for the bereaved community to deliver best‑possible support.
* Work collaboratively with other programme teams for consistent, shared learning and efficient internal referrals.
Monitoring & Evaluation
* Report consistently on beneficiary engagement, support outcomes and follow‑up actions.
* Use evidence and insights to adapt and improve the service over time.
* Ensure CRM records are complete and accurate to inform delivery decisions.
Contribution to Charity-Wide Goals
* Feed into cross‑functional projects including Outreach, Fundraising, and Strategy.
* Represent Scotty’s at sector events or external meetings where appropriate.
* Support content development by sharing anonymised stories, insights, and themes.
30‑Day Goals
* Build deep understanding of Scotty’s mission, audience, services and strategic direction.
* Work closely with the Head of START and other programme heads to review current and recent cases.
* Become familiar with key stakeholders, partners and organisations in the START Programme.
60‑Day Goals
* Build confidence and knowledge around the START programme aims and objectives, and the needs of Scotty families.
* Support the Head of START to implement the new casework programme and beneficiary journeys.
* Understand the processes in place to monitor outcomes and impact of the new START Programme.
* Contribute to the design of a light CRM for initial use in START casework.
* Support development of necessary processes and procedures for casework (safeguarding, triage, wait‑time limits, etc.).
* Begin the training plan for new START caseworkers.
90‑Day Goals
* Support the launch of the new START Programme alongside Scotty’s team members.
* Welcoming families to Casework following the processes and framework implemented by the Head of START.
* Work with the Head of START to set a clear plan for 2026 and beyond, establishing it as a quality Scotty’s service for families.
* Start providing outcomes and data that enable the programme’s outcomes to be evidenced.
* Require some evening or weekend work.
* Enhanced DBS check required.
* Travel required to events and team training days.
Must‑Have
* Experience in service delivery, casework and personalised support services.
* Ability to work independently and manage a busy, varied caseload.
* Compassionate and person‑centred approach to casework.
* Excellent organisational and communication skills.
* Clear understanding of safeguarding vulnerable adults.
Nice‑to‑Have
* Familiarity with military family life or bereavement support.
* Background in information, advice and guidance within the charity or statutory sector.
* Understanding of the importance of service co‑design with users or lived experience groups.
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