Defence Business Services (DBS) - Veterans Services Case Manager (Brecon) at Ministry of Defence in United Kingdom

Job summary

This role is within Defence Business Services (DBS) - Armed Forces Veterans Services (AFVS)

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence?

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry.

DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Vision
• To be the best shared service centre in Government
• Mission
• Proudly delivering excellence in shared services, through customer centric solutions to enable Defence outcomes

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 28.97%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

Come and join the DBS community today!

DBS is part of The National Armaments Directorate (NAD) Group which is at the heart of delivering and sustaining the UK’s defence capability. Bringing together organisations responsible for developing, procuring, supporting and modernising Defence equipment, infrastructure and services, the Directorate works closely with industry, international partners and academia to ensure the Armed Forces have the capabilities they need to deter threats, protect the nation and succeed on operations. NAD drives innovation, operational readiness and value for money while supporting economic growth and strengthening the UK’s defence industrial base.

This role is advertised at 37 hours per week.

Job description

Veteran Services (VS) is part of the Armed Forces and Veterans Team and is responsible for providing support to the Armed Forces (AF) community through a Triage Service and a network of Case Managers across the UK and Republic of Ireland. We work with the Royal Navy, the British Army, the Royal Air Force, local authorities, voluntary organisations, service charities and OGDs. The support provided by VS includes, but is not limited to, assisting those transitioning from service to civilian life, advising bereaved families, applying for armed forces compensation, and offering information and guidance on the support available to the AF community.

Our Transition services are governed by the MOD’s Holistic Transition Policy as detailed in Joint Service Publication (JSP)100. Our network of case managers facilitate access to support based on a holistic assessment of each client’s situation covering aspects such as healthcare, accommodation, finances, employment and wellbeing. They provide information and guidance on the Armed Forces Compensation Scheme, war Disablement Pension Scheme and general guidance on Service pensions as well as DWP benefits. Our National Triage team provide a professional, high quality first point of contact service. They offer information and guidance on the range of welfare support available from Veterans Services as well as partners in other sectors, as well as assess and prioritise need for case build and allocation across Veterans Services

We have a national footprint located across the UK and at 5 DBS centres in Kidderminster, Norcross, Gosport, Belfast, and Glasgow. We are recruiting for a Case Manager to be part of our South Wales Field Team. The role is expected to be based in Brecon. This role will have responsibility for a distinct geographical South Wales and surrounding areas. Further details on area coverage will be covered at a later stage. This role will involve significant travel, particularly within your designated region, and may include visits to other locations across the UK. All work-related travel and subsistence costs will be reimbursed except when travelling to your base location, in line with departmental policy. The MOD supports hybrid working with regular attendance expected in the office.

Joining VS offers the opportunity to be part of a professional, committed, energetic team, working in a high-profile, fast-paced subject area that attracts significant media and ministerial attention. You will be required to work at pace to achieve your objectives, support our collective aims and respond to the dynamic environment in which we operate. Flexibility is required as we evolve and respond to priority changes in the Armed Forces landscape The VS team are key in the delivery and roll out of VALOUR across the UK, as the MOD’s delivery partner. This is an exciting time to join, to work alongside our VALOUR partners to develop and deliver enhanced systems and support to veterans and the wider Armed Forces community. Our Case Managers will play a vital role on the ground in the delivery and coordination of high quality and streamlined support. More information on VALOUR is available at VALOUR: information and next steps - GOV.UK and candidates are strongly advised to make themselves aware and familiar with developments.

Case Manager Role:

Working within VS as a Case Manager, you will be required to support Serving personnel, Service leavers, Veterans, and their families. Specifically, you will be required to facilitate access to the support our clients need based on a holistic assessment of a client’s situation, covering, amongst other aspects of life, healthcare, accommodation, finances, employment, and well-being.

Case Managers take pride in providing a high quality, tailored service to clients, addressing their issues by providing appropriate information, guidance and facilitating their access/making referrals to the support they need, whether it be provided by their Service, the MOD, other Government Departments, Local Authorities, other statutory services or the third sector.

As a Case Manager you will assess, support, and maintain contact with clients in line with VS’s policies and protocols and GDPR, always striving for the highest standard of casework and maintaining meticulous case notes on the VS Case Management System.

Specific Role Requirements:

As a Case Manager, you will be required to provide information and guidance on Armed Forces Compensation Schemes, War Disablement Pension Schemes and offer general advice on Service Pensions, as well as DWP benefits. Providing support and advice around Armed Forces Compensation Scheme and War Pension Scheme.

You will also be required to provide information and support for Service Leavers and their families, who are most likely to face challenges as they leave the AF and adjust to civilian life. Case Managers work directly with Service Leavers to provide information and facilitate access to the support they need, whether that be from another government department, local authorities, the NHS or trusted charities.

You will also build a sound working knowledge and network of service providers on a national, regional and local basis, becoming an expert on the support provision(s) within your area. You should be able to demonstrate empathy, compassion and a motivation to support and guide people You will play a significant role working in partnership with VS colleagues on casework when required, sharing your expertise to build capacity across the VS team. You will play an active part in business-wide initiatives and events.

You will be required to work with clients, stakeholders and colleagues by all suitable means including face to face, letter, email, phone and MS Teams and you will be able to demonstrate empathy, compassion and a motivation to support and guide people. You will have confidence and/or familiarity With MS Office applications, including MS Teams, Word, Excel, One Note and a willingness and aptitude for learning new IT skills. Travel throughout your designated area of responsibility will be necessary and a valid driving licence is required. Occasional national travel and overnight stays will be necessary as part of the role to fulfil team training and meeting requirements.

A Case Manager is responsible for:

Delivery - Day to day delivery of a high quality, holistic and professional casework to clients, building trust and positive relationships with clients and stakeholders to facilitate optimal client outcomes. Ensuring accurate, timely and professional record keeping and adherence to defined policy and procedures.

Continuous Improvement - Contribute to improved ways of working and development of service design and delivery models.

Stakeholder relationships - Build and maintain positive working relationships with colleagues across Veterans Services, DBS and MOD, including VALOUR, and with key external delivery partners, within a defined area, for the benefit of client outcomes and to raise the profile of VS.

Collaborative working - Proactive collaborative working within DBS and Veterans Services to deliver a coherent, joined up and high-quality service across the UK.

Person specification

As a Case Manager you will have the following essential skills/experience/knowledge:

• Excellent organisational skills and ability to plan workload efficiently.
• Excellent listening and interpersonal skills.
• Compassionate, empathetic, patient and calm attitude.
• Ability to adapt style and language to client/circumstantial needs.
• Excellent problem-solving skills with a creative approach to finding solutions
• Ability to prioritise workload under pressure.
• Ability to keep up to date with information relevant to client needs.
• Experience and confidence in the use of IT (including all main MS Office applications) and aptitude to learn new systems.
• A full UK Driving Licence and willingness to undertake frequent travel (Local and UK wide).

As a Case Manager you may have the following desirable skills/experience/knowledge:

• Broad technical knowledge of WPS and AFCS schemes (can be met by on job training)
• Broad knowledge of DWP benefits and entitlements (can be met by on job training)
• Knowledge of Defence and/or its welfare and transition processes Experience of the delivery of high-quality holistic casework support.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace
• Seeing the Big Picture

We only ask for evidence of these behaviours on your application form:

• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £30,740, Ministry of Defence contributes

£8,905 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years' service (pro rata). In addition to 8 public holidays per year, you will also receive leave for the King's birthday
• Hybrid working, where role permits
• An opportunity to be considered for Reward & Recognition.
• Family friendly policies including parental leave and adoption leave
• Learning and development tailored to your role
• Professional and personal development of skills
• A culture encouraging inclusion and diversity
• Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitmen