The Caseworker will provide advice and support to Stephen’s constituents on a range of issues, including housing, welfare and immigration. The Caseworker will help to resolve problems through communication with government agencies, local authorities, the voluntary sector and other organisations.

Key responsibilities

• Deal with queries from constituents by phone, or in person, and provide information, advice and support on a wide range of issues

• On behalf of the Member, responding to constituents on casework issues raised, undertaking research thoroughly and accurately, and drafting correspondence, which reflects the Member’s views

• Attend Stephen’s advice centres and other meetings relating to constituents’ queries and casework

• Maintain up-to-date knowledge of relevant guidelines/legislation as appropriate in dealing with casework and policy enquiries

• Log all cases; monitor progress and ensure all identified actions are taken

• Retain records and information confidentially and in line with the Data Protection Act.

Skills required

• Previous casework experience and knowledge of immigration, housing and welfare casework is desirable

• Ability to deal with and prioritise a large and varied caseload, and to work well under pressure

• Ability to manage expectations of constituents in sometimes challenging circumstances

• Excellent interpersonal and written communication skills

• Good IT skills including using a casework system and MS Office Applications

• Ability to draft letters and emails to a high professional standard

• Ability to develop knowledge in specialist areas and be willing to undertake training

• Motivated to work independently as well as the ability to work effectively as part of a small team