Caseworker role

Job title:
Caseworker/ Decision Maker
Pay level:
ISA pay band level 4
Overall job purpose:

The post holder will exercise judgement and interpretative ability using defined business rules, regulations and/or legislation and relevant past practice and precedent. They will consider a wide range of factors and make appropriate decisions. They will bring to bear the full range of their experience and to exercise sound judgement.

The post holder will undertake the management and handling of casework, to make decisions on complex cases and to prepare submissions for the ISA Board where appropriate and maintain close links with key stakeholders.

Key tasks:

  1. The main focus of the post will be the management and determination of casework. The postholder will also be responsible for ensuring that work is progressed to timescales/standard.
  2. In line with the ISA polices and procedures, produce complex cases with information drawn from a wide range of external sources/stakeholders that must well presented, supported by facts, contain all the relevant information and must include a sound decision.
  3. Liaise with applicants, their representatives and appropriate public bodies associated with a case, considering the potentially conflicting needs of individuals and the ISA.
  4. Deal with all correspondence about individual cases, casework procedures and legislation; interview interested parties involved in the process and take draft notes etc.
  5. Commission reports and further information, where necessary, from appropriately qualified expert witnesses.
  6. Ensure risks, issues novel and/or contentious cases are identified, discussed and actioned as appropriate. Where necessary ensure a clear escalation process to senior management when issues cannot be solved at a working level.
  7. Champion consistency of casework, promoting the quality of decision making through clear, concise and timely casework instructions, sharing best practice and the value of casework as an integral part of ISA policy. Maintain links with other caseworkers to ensure a consistent approach is maintained to deliver quality casework decisions.
  8. Provide advice and guidance to a wide range of external enquirers and in addition to providing advice, guidance and support to members of the team.
  9. Formulate cases with strong supporting documentation for presentation to the Care Standards Tribunal at appeal stage. Also represent the ISA at other appropriate forums.
  10. Provide regular management/statistical information to senior managers. Contribute to the ISA’s continual programme of business improvement.
  11. Learn about the work of the ISA, your group and your team so that you can respond or redirect questions and enquiries from staff, stakeholders and other agencies in a reasonably informed and helpful way.
  12. Contribute to the development of service improvements through your participation and involvement in team meetings, workshops, conferences and other groups.
  13. Work flexibly and respond positively to changing business needs and to undertake such other duties appropriate to the level of the post that may reasonably be required.
  14. Comply with the ISA’s equal opportunities policies and procedures showing an understanding of and commitment to diversity, and how it applies to this role.

Key Skills:

  1. Gathers and manages information
    • Ensures both the right depth and breadth of information and knowledge are applied
    • Actively shares information with colleagues and applies information management best practice
  2. Makes well-judged decisions
    • Prepared to make difficult decisions
    • Makes rational and sound decisions based on consideration of complex issues and facts
  3. Resilience
    • Able to work with potentially distressing or emotive information in a calm, confident and professional manner without allowing it to affect personal health and wellbeing
    • Perseveres to overcome challenges
  4. Develops good working relationships
    • Builds cooperative relationships and encourages participation
  5. Persuades and influences
    • Persuades others of the benefits of proposals or the value of a particular interpretation
  6. Writes effectively
    • Produces written information which sets out key issues, options and actions
  7. Consults, involves and delivers
    • Ensures that appropriate consultation and involvement takes place before making decisions
    • Seeks advice and guidance from experts as appropriate
    • Plans and organises workload effectively to achieve objectives and meet deadlines