Help for Heroes

Help for Heroes – Family Case Manager


Salary: £26,114 – £29,341.00
Location: North
Deadline: 02/02/2022
Hours: 35
Benefits: Competitive

At Help for Heroes, we believe those who serve our country deserve support when they are wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds; their lives changed forever. We help them, and those still serving, to recover and get on with their lives.

And who are we you’re wondering? We are experts and beginners. Generalists and specialists. Ordinary people with an extraordinary passion towards making a positive change to the lives of our veterans (and having fun while doing it).

As One Team we share a philosophy – I.C.A.R.E. It’s the way we walk and talk, the way we interact with others and how we approach everything we do. We are: Innovative – Collaborative – Authentic – Resourceful – Energetic.

We have an incredible opportunity for a Family Case Manager to join our team. Please see below for more information on what just might be your future role.

Job Purpose

  • The role of the Families Case Managers is to work with family members of veterans who are eligible for support through the charity, along with other stakeholders as required.
  • The role is to provide a fully person-centred Case Management service, including assessment, recovery planning, co-ordination, and review, for wounded, injured and sick beneficiaries and their families. The Families Case Manager will also specifically provide welfare support, guidance, and advice where this is required as part of a recovery plan.
  • Working collaboratively as part of our wider Recovery Services Directorate, you will identify need, create support pathways (internal and external), and co-ordinate structured support plans where beneficiaries have multi-dimensional or more intensive needs.
  • The requirement for collaborative practice extends to supporting, as required, hybrid and blended models of service provision including the design and delivery of group programmes, promoting engagement opportunities and community activation. The provision of accessible services is achieved through utilising opportunities for physical, remote, and digital delivery methods.
  • Informed by a strengths / asset-based approach, the Families Case Manager will work to an ethos which nurtures and harnesses beneficiary confidence, competence, attributes, skills, and knowledge by promoting engagement, purposeful participation, and independence. This is with a view to progressing recovery and sustaining wellness in line with the Help for Heroes’ Fair Deal commitment.
  • Localised activity of the Families Case Manager will reflect community assets and resources available to maximise the recovery chances of individuals.
  • The postholder will work cross functionally.


  • Accountable for delivery of the provisions of the Case Management Service Framework and Service Standards.
  • The role forms part of the Case Management Service, with leadership provided by the Head of Service and delegated through the regional Operational Manager (Case Management). Recovery teams work collaboratively and cross-functionally under the overall leadership of the Services Director.
  • Responsible for enhancing the beneficiary family’s sense of security, self-management, independence, and their ability to improve overall quality of life through empowerment to actively participate in managing their own recovery.
  • Responsible for ensuring the most positive family experience, within the resources available, with particular attention on accessibility of services and beneficiary involvement to support achievement of the ‘fair deal’ outcomes; being physically and mentally well, feeling connected (safe and secure) and leading a productive life.

Main Responsibilities

  • Conduct assessments of family needs and undertake the subsequent management of these cases.
  • Work with families of beneficiaries to mutually agree their needs, assets, opportunities, rights, and responsibilities.
  • Work collaboratively with families of beneficiaries to develop and facilitate individual recovery plans.
  • Provide coaching, support, advice, and instruction as necessary in order to help achieve their identified recovery goals.
  • Maintain an agreed case load of individual work encompassing, assessments, recovery plans, monitoring and progression of actions, MDT working, case conferencing / reviewing and outcome tracking.
  • Take the lead professional role in MDT working.
  • Provide timely and accurate information and signposting, promoting informed recovery choices, aspiration, achievement, and self-help to move on.
  • Ensure risk assessment and quality management protocols are followed, with support from the Operational Manager (Case Management) and Head of Service.
  • Recognising the full range of needs and complexity, work within safeguarding and case management informed practice, following Help for Heroes policies and protocols.
  • Continually work to improve accessibility of recovery services, developing provision in a wide range of localities including community venues and across digital channels.
  • Work to enhance inclusivity, ensuring the families of beneficiaries with disabilities and circumstances making it harder to access opportunities are more aware of, and able to access, opportunities available to them.
  • Actively reach out to potential families in new localities and those hardest to reach, including those with very serious injuries.
  • Help to remove barriers to participation, promoting personal, social and community development, under the banner of Help for Heroes, providing relevant localised offers in tandem with wider community services.
  • Network with community organisations to make best use of local assets for the benefit of beneficiaries.
  • Extend the reach of Help for Heroes and adopt an entrepreneurial approach to sourcing spaces and community venues.
  • Contribute to new, cost effective and creative partnership opportunities through using local resources and skills pools.
  • Where required, undertake research to support the development of services and evidence of need.
  • Develop and maintain constructive professional relationships within Help for Heroes Recovery services, the wider charity, across the sector and with other relevant agencies.
  • Meet the specific requirements of data entry and information capture with regards to service standards. This will include using Help for Heroes electronic client management systems and other evaluation tools as specified.
  • Work collaboratively with the data insight team for project reporting and support evidence-based outcomes as required.
  • Where required provide support for Help for Heroes authorised volunteers and peer facilitators involved in community delivery.
  • Support activity and events where required or agreed.
  • Where required and agreed, identify, coordinate, facilitate and promote social interventions, community activity and wider community engagement for beneficiaries requiring support and fellowship through delivery that directly supports an individual’s recovery and/or their return to an active and independent life, as far as possible.
  • As required, develop programmes with internal, regional, and national partners in order to widen the delivery of services and engagement opportunities, bespoke to localities and beneficiary needs.
  • Undertake supervision in line with Help for Heroes policy.
  • Undertake training and CPD opportunities as required and in line with appraisal.
  • Meet the travel requirements of a community-based role.
  • Carry out any other reasonable duties in line within the overall purpose of the post.

Essential Qualifications:

  • Level 3 qualification in Welfare / Health and Social Care / or a related field; the equivalent experience working in community settings (3 years).

Essential Knowledge, Skills & Experience

  • 2+ years’ experience in the health and social care sector working with at risk / vulnerable families and children.
  • Proven track record in the delivery of safe and effective practice aimed at progressing improved outcomes in general health, socio-economic situation, connectivity, confidence, and independence.
  • Demonstrable knowledge and experience in the use and delivery of engagement strategies and approaches to achieve recovery progression and quality of life outcomes.
  • Ability to communicate effectively (empathise) with wounded, injured and sick service users and their families.
  • Ability to liaise with beneficiaries and a wide range of internal and external contacts and cross sector organisations to increase opportunities and positive outcomes for beneficiaries.
  • Be an effective decision maker employing good reasoning and judgement skills, capable of taking independent action when undertaking duties remotely from others and reporting back to line manager and others as required.
  • Be confident and competent in front facing direct delivery with a variety of audiences in different situations.
  • Have initiative and creativity to contribute to the development of a quality, sustainable service offer.
  • Be competent in the use of computers, electronic client management systems and particularly the use of Office 365 and Teams.
  • Have sector experience – charity/military.
  • Have the ability to work effectively as part of a dispersed team.
  • Have an affinity with the Help for Heroes ethos, and behaviour and values framework.

Desirable Knowledge, Skills & Experience

  • Understanding of the Help for Heroes recovery ethos and holistic approach.
  • Either lived or gained experience relating to the needs of this client group.
  • Fluency in an appropriate language or dialect, for example Farsi or Dari.
  • Experience in the facilitation and delivery of community-based services.
  • Experience of facilitating beneficiary involvement and co-production.

Key Competencies & Behaviours

  • Demonstrates the ability to build rapport quickly.
  • Displays a positive, empathetic, patient, polite and friendly manner.
  • Understanding of professional boundaries and how these shape effective working relationships with beneficiaries.
  • Understands fundamental principles of safeguarding, cultural awareness, first aid, mental wellbeing, inclusion and working with vulnerable adults.
  • Manages challenging situations and behaviours in a calm and appropriate manner, even when under pressure.
  • Displays the highest levels of integrity, confidentiality, and commitment. Understands levels of accountability.
  • Is well organised, responds quickly to changing demands and demonstrates strong skills in prioritisation and time management.
  • Can work within a range of environments, locations and working cultures, adapting personal style and delivery method accordingly.
  • Capable of delivering with minimal direction.
  • Attention to quality and detail in all aspects of work.
  • Demonstrates an ability to work as part of a team and be a flexible team player.
  • Demonstrates self-motivation and good organisation.
  • Communicates in a professional and friendly manner.
  • Has the ability to inspire and convey the power of social engagement.
  • Possesses the capacity to work collaboratively with others.
  • Is able to embrace the organisational ethos and the process of recovery and to hold a focus on recovery progression.
  • Can demonstrate flexibility with regard to hours of work, including routine out of hours/ evening work and occasional weekends in line with beneficiary / service needs.
  • There may be frequent contact with agencies and groups across the recovery region. Therefore, travel within a working day is to be expected. Absence from home overnight is unlikely on a routine basis but may be required on occasion.

The client group for this role are the families of wounded, injured and sick beneficiaries, including those who may be elderly, ill, or disabled. Given the potential needs of the client group and that certain requirements of the role fall within regulated activities, such as advising or guiding vulnerable adults, this position is subject to an enhanced DBS check or country equivalent checks.

Anyone connected with Help for Heroes may be at risk and/or vulnerable/temporarily vulnerable, either by statutory definition or through circumstance.

Help for Heroes is committed to safeguarding and ensuring the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. The suitability of all prospective employees or volunteers will be assessed during the recruitment process in line with this commitment.

Apply here.

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