Overview
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 will be the first point of contact for bereaved families, ensuring compassionate, personalised and well‑coordinated support.
Responsibilities
* Service Design & Delivery: work closely with the Head of START to plan and roll out the programme; implement service model, workflows, triage processes and beneficiary journey; ensure trauma‑informed, inclusive service; manage own caseload.
* Team Leadership & Development: provide peer support to new caseworkers; promote learning and reflective practice; embody Scotty's Way culture; participate in Daily Huddles and team planning.
* Collaboration & Partnership: build and maintain referral pathways with charities, NHS, social care; deepen expertise in navigating entitlements; collaborate with other programme teams for consistent, integrated referrals.
* Monitoring & Evaluation: report consistently on engagement, outcomes and follow‑ups; use evidence to adapt service; maintain accurate CRM records.
* Contribution to Charity-Wide Goals: feed into cross‑functional projects (Outreach, Fundraising, Strategy); represent Scotty's at sector events; support content development with anonymised insights.
Goals
30‑Day Goals:
* Develop deep understanding of mission, audience and services.
* Review history of entitlements casework with Heads.
* Familiarise with stakeholders and partners.
60‑Day Goals:
* Build confidence and knowledge of programme aims.
* Support implementation of new casework and beneficiary journeys.
* Understand monitoring processes.
* Contribute to light CRM design.
* Support development of procedures (safeguarding, triage, waiting times).
* Begin training plan for new caseworkers.
90‑Day Goals:
* Support launch of new programme.
* Welcoming first families following established processes.
* Work with Head of START to plan remainder of 2026 and beyond, establishing quality service.
Qualifications
* Experience in service delivery, casework and personalised support.
* Ability to work independently and manage a varied caseload.
* Compassionate, person‑centred approach.
* Excellent organisational and communication skills.
* Clear understanding of safeguarding vulnerable adults.
* Familiarity with military family life or bereavement support.
* Background in information, advice and guidance within charity or statutory sector.
* Understanding of service co‑design with users or lived experience groups.
Work Arrangement
Remote. Autonomy to manage own time, with required availability for agreed meetings.
Salary & Benefits
£29,000 – £32,000 per annum (dependent on experience).
37.5 hours per week. Unlimited annual leave.
Time off work based on need, not quota.
Location
Remote. Applicants must be located within 2 hours travelling distance of Cambridge City.
Supported By
Head of START, Holiday.
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