Defence Business Services (DBS) - Veterans Services Case Manager (Brecon)

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!

https://youtu.be/gUw0ToaRGgk

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.

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.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Please ensure that at the application and interview stages of the campaign you review the Success Profiles Framework to assist you in the demonstration of your skills and experience.

Your suitability for the role will be assessed using the Success Profile elements that have been chosen for this campaign. Each element will be scored accordingly, and the successful candidate will be appointed on merit.

At application stage you will be assessed against the following:

Behaviours:

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

Experience:

• CV - Please provide dates, name of employer, job titles and short summary of main duties only. Details of relevant skills knowledge and experience should be given in the personal statement.
• Personal Statement of up to 500 words - Important Tip - please provide clear examples of how you meet the criteria set out in the person specification. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlined in the wider job advert.

Applications will be sifted on all Success Profile elements, but in the event of a high number of applications, a sift will be conducted on your

Primary: Career - Personal Statement, Secondary: Behaviour - Managing a Quality Service.

At interview you will be assessed against the following:

Behaviours:

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

Experience

• Personal Statement - Important Tip - please provide clear examples of how you meet the criteria set out in the person specification. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlined in the wider job advert.

In the rare case where individuals have exact matching scores, the order of merit will be determined based on the behaviour scores at interview in the following order:

• Career - Personal Statement
• Behaviour - Managing a Quality Service
• Behaviour - Delivering at Pace
• Behaviour - Seeing the Big Picture

If candidate scores are still exact, the merit order will then be determined on the sift score in the below order or priority:

• Career - Personal Statement
• Behaviour - Managing a Quality Service
• Behaviour - Delivering at Pace
• Behaviour - Communicating and Influencing
• Career - Job History

Application sifting to take place from Late October.

Interviews are currently taking place via Ms teams and will be conducted from Early November.

We want to offer opportunities to all who are successful at interview for our roles, but this isn’t always possible, so we do hold candidates on an active reserve list for 12 months.

A minimum of 2 full working days’ notice will be provided for interviews. We endeavour to stick to these dates, but these are subject to change around business needs.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points-based system, where a role has been deemed to be business critical. This role does not meet that category, and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points-based system.

Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.

The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.

The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out.

To assist with your application please find attached -

DBS Candidate Information Guide - Working for Defence Business Services - GOV.UK (www.gov.uk)

Feedback will only be provided if you attend an interview or assessment.