Help for Heroes

Help for Heroes – Very Seriously Injured (VSI) Complex Case Manager


Salary: £35,418 – £44173 per annum
Location: Remote
Level: Delivery
Deadline: 10/09/2022 23:59
Hours: 35.00

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 Very Seriously Injured (VSI) Complex Case Manager to join our team. Please see below for more information on what just might be your future role.

Job Purpose

  • Act as the single initial point of contact between the Wounded Injured and Sick (WIS) who are eligible for the Very Seriously Injured (VSI) cohort, and the NHS, integrating Help for Heroes input to the medical pathway with the Recovery MDT process.
  • Where appropriate develop and coordinate a Veterans Injury Clinic alongside the NHS.
  • Provide Clinical advice and support to the veterans, their families and Help for Heroes staff.


The VSI Complex Case Manager will be responsible to the Head of Clinical Services for the assessment of clinical needs of individual veterans, their case management and delivery of professional support as part of Multidisciplinary Team (MDT) working.
Responsible to The Head of Clinical Services for the guidance, governance and support given to the VSI Community Nurse.

Main Responsibilities

  • Establish effective working relationships with a wide range of internal and external stakeholders.
  • Liaise with the regional Personnel Recovery Unit (PRUs) regarding those who may require support during and post transition.
  • Reach out to serving personnel, veterans, and their families, working with partner agencies, charities, and other organisations.
  • Provide clinical advice and support to veterans, their families, and Help for Heroes staff.
  • Liaise with the regional NHS building a strong relationship, scoping the potential to develop a Veterans Clinic.
  • Support the NHS to maintain patient contact, especially with those who are hard to reach.
  • Arrange and accompany veterans to appointments at specialist Clinics including Salisbury War Injuries Clinic and Veterans Ortho Clinic in Colchester.
  • Attend Help for Heroes Case Conferences.
  • Maintain an active database of cases and produce monthly updates. Record outputs and outcomes on Eclipse.
  • As the VSI Complex Case Manager, support patients in managing complex treatment pathways, and actively following up individual progress.
    Liaise with other medical facilities where veterans with complex injuries are being treated.
    Attend relevant regional clinical meetings such as the NHS Armed Forces Network.
  • support educational events such as the RCGP Veteran Friendly and Veteran Aware Hospital initiatives and individual GP practices when required.
  • Work with a range of agencies and charities identifying any new opportunities to develop the regional services across Recovery.
  • Ensure client confidentiality meeting Data Protection requirements.
  • Represent the Head of Clinical Services as necessary.
  • Ensure CPD is up to date to maintain current Nurse registration requirements.
  • Participate and record mandatory supervision.

Essential Knowledge, Skills & Experience

  • Registered Adult/General Nurse at Level/Band 7 Or Band 7 Occupational Therapist.
  • Current NMC Registration.
  • Management experience.
  • Experience of operating within in the Defence Medical Service/MOD and NHS as a Registered Band 6 Nurse.
  • An understanding of and empathy with the requirements of the veterans and their families.
  • Maintain complete confidentiality, professionalism and trust when dealing with clients and staff.
  • Full understanding of the Caldicott Guidelines.
  • As a Nurse, have a clear understanding of the principles of Clinical Governance.
  • Good organisational skills
  • A self-starter with the ability to work with the minimum of direction.

Desirable Knowledge, Skills & Experience

  • Confident and polite manner.
  • Ability to build rapport quickly and to understand needs and expectations.
  • Positive, empathetic, patient, and friendly.
  • Ability to remain calm under pressure.
  • Displays the highest levels of integrity, confidentiality, and commitment.
  • Responds quickly to changing demands and demonstrates strong skills in prioritisation and time management.
  • Work within a range of environments and working cultures, adapting personal style accordingly.
  • Lead and drive work forward with minimal direction.
  • Analyse information quickly and communicate in a concise and articulate manner.
    Well organised with the ability to prioritise.
  • Attention to 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.
  • Prepared to travel covering the designated region with flexible working hours. Some overnight stays.
  • Attend occasional National meetings and events.

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. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI).

Apply here.

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