Defence Business Services - DBS - Welfare Manager
Ministry of Defence
Apply before 11:55 pm on Sunday 27th October 2024
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About the job
Job summary
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.
- Our Vision - To support UK defence customers with outstanding service every time.
- Our Mission – Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.
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.
Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.
Come and join the DBS community today!
Job description
The Veterans Welfare Service (VWS) is part of the Armed Forces and Veterans Team and is one of three services that make up Veterans Services alongside Defence Transition Service (DTS) and Integrated Personal Commissioning for Veterans (IPC4V). These services are governed by the MOD’s Holistic Transition Policy as detailed in Joint Service Publication (JSP)100.
Joining VWS 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.
Successful applicants will be provided with training to meet the demands of this role and are expected to maintain up to date and relevant skills and training whilst in post, both guided by Civil Service Required Learning and by independently identifying opportunities whilst in post.
Veterans Services is currently the subject of, and affected by, an independent review, which was commissioned by MOD and Cabinet Office Ministers to ensure the UK Government is providing the right support to the right people in an efficient, value for money way. The recommendations have now been published and are available on gov.uk – The Independent Review of UK Government Welfare Services for Veterans – GOV.UK (www.gov.uk).
The review presents an exciting opportunity to be part of changing what we do and how we do it. You are strongly encouraged to familiarise yourself with the review detailed above and its recommendations to help you understand what changes we are likely to be implementing in due course. Such change will affect the focus and responsibilities of our roles. The successful applicant will be part of that change, which will continue throughout 2024/25.
VWS has a national footprint and is currently covered by our 5 regional centres, which are based in - Kidderminster, Norcross, Centurion, Belfast, and Glasgow. We are recruiting for a Welfare Manager to work from a military establishment based in Moray or the Scottish Highlands.
The successful applicant will be required to provide advice, support and guidance to our clients and their families residing in Moray and the Highlands/Islands. Clients may be Serving personnel, Service leavers, veterans and their families. Support is provided over the telephone, emails and face to face.
A Welfare Manager/Case Manager facilitates access to the support our clients need based on a holistic assessment of the clients’ situation covering, amongst other aspects of life, healthcare, accommodation, finances, employment and well-being. They provide information and guidance on Armed Forces Compensation Schemes, War Disablement Pension Schemes and general advice on Service Pensions, as well as DWP benefits.
We work within the MOD and Armed Forces, and partner with other government departments, local authorities, the NHS Scotland and trusted charities, helping clients to identify and navigate the support that’s available and streamlining and coordinating their access to it.
Welfare Managers/Case Managers take pride in providing a high quality, tailored service to clients, addressing their issues by providing appropriate information and 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 VWS Welfare Manager you will assess, support and maintain contact with clients in line with Veterans Services’ policies and protocols and GDPR, always striving for the highest standard of casework and maintaining meticulous case notes on the Veterans Services’ case management system.
You will also build a sound working knowledge and network of service providers on a national, regional and local basis, becoming an expert in provision in your area.
You will play a significant role working in partnership with Veterans Services 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 a range of meeting platforms including Skype, MS Teams. 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 required 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 Veterans Welfare Service (VWS) Welfare Manager/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 and with key external 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 in order to deliver One Service One Team One Way
Service Delivery
- Providing high quality, holistic casework, support and guidance to clients.
- Undertaking a holistic assessment of clients’ needs as identified within referral documents and in conversation with the client and referring body to fully understand the issues the client faces.
- Providing advice on the role and capabilities of VS to clients and advise on the claims, allowances, and entitlements and the support that’s available from Veterans Services and our partners.
- Responding to referrals and enquiries with speed and accuracy to ensure a timely, helpful, holistic response, including those enquiries or concerns that have been raised in relation to casework.
- Accurately record client conversations and/or meetings, case notes and outputs on Veterans Services case management system in a timely manner in in line with both internal protocol and quality standards.
- Meet the VS KPIs and targets as laid out in VS operating procedures and process.
- Establishing professional, effective relationships with clients demonstrating emotional intelligence and building clients’ trust and sense of personal responsibility and resilience.
- Identifying and acting on the best way to address issues considering clients’ unique circumstances, including their preferences, timescales, availability, capacity, confidence and ability.
- Using a variety of communication methods, as appropriate and in line with clients’ preferences (where possible) to achieve best effect and in line with VS policies and protocols.
- Organising your workload efficiently, ensuring optimal productivity and cost effectiveness.
- Raising concerns with Line Manager regarding workload management and target achievement.
- Travel will be required within designated area and occasional attendance at UK wide events.
Stakeholder Relationships
- As agreed with Line Manager, establish professional, effective relationships with referring authorities and service providers to support the delivery of our casework and build mutual trust.
- As agreed with Line Manager, promote VS to 3rd parties ensuring full awareness of VS role and remit.
Collaborative working
- Work closely with EO colleagues within and across teams, to proactively contribute to the provision of a consistent service throughout the UK that operates as a single seamless team through support, advice for colleagues and sharing expertise and experience through defined processes.
- Assist with training, onboarding of new staff as required.
- Other tasks - completing location and subject-matter-expert specific tasks as required and pro-active contribution to Veterans Services project work.
Continuous Improvement
- Proactively engaging and contributing to VS continuous improvement, ensuring that VS operates as a single, seamless team throughout the UK and best practice is promulgated.
Learning and Development
- Complete MOD Required Learning and that required by DBS/Veterans Services.
- Proactively consider and identify learning opportunities and in conjunction with regular 1-2-1s with Line Manager.
Keep timely and accurate records of all desired and completed learning and development on MYHR to share with Line Manager.
Person specification
As a VWS Welfare Manager/Case Manager you will have the following essential skills/experience/knowledge:
Excellent organisational skills and ability to plan workload efficiently.
- Resilience.
- Excellent listening and interpersonal skills.
- Compassionate, empathetic, patient and calm attitude.
- Ability to adapt style and language to client/circumstantial needs.
- Excellent problem-solving skills with a creative approach to finding solutions
- Ability to prioritise workload under pressure.
- Ability to keep up to date on information relevant to client needs.
- Experience and confidence in the use of IT (including all main MS Office applications) and aptitude to learn new systems.
- A full UK Driving Licence and/or willingness to undertake frequent travel (local and Uk wide).
As a VWS Welfare Manager/Case Manager you may have the following desirable skills/experience/knowledge:
- Broad technical knowledge of WPS and AFCS schemes (can be met by on job training)
- Broad knowledge of DWP benefits and entitlements (can be met by on job training)
Knowledge of Defence and/or its welfare and transition processes
Licences
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
We only ask for evidence of these behaviours on your application form:
- Leadership
- Managing a Quality Service
Benefits
- An environment with flexible working options Monday-Friday
- 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service (pro rata). In additional to 8 public holidays per year, you will also receive leave for HM The Sovereign's birthday
- Hybrid working where role permits
- An opportunity to be considered for Reward and Recognition - £250-£5000 per year
- Family-friendly policies including - parental leave and adoption leave
- Learning and development tailored to your role
- Professional and personal development of skills
- A culture encouraging inclusion and diversity
- Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
- Special paid leave to volunteer up to 6 days per year
- A Civil Service pension with an average employer contribution of 27%
Allowances
The post does not offer relocation expenses.
Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.
External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.
Employment Hours
This position is advertised at 37 hours per week.
Things you need to know
Selection process details
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.
Applications will be sifted on all Success Profile elements, but in the event of a high number of applications, an initial sift will be conducted on the folowing success profile elements:
Primary: Behaviour - Managing a Quality Service
Secondary: Experience - Personal statement
In this instance the remaining elements will be tested at interview.
At application stage you will be assessed against the following:
- Behaviour - Managing a Quality Service
- Behaviour - Leadership
- Experience - CV
- Experience - Personal statement - In no more than 500 words, please provide information of how you meet the criteria set out in the person specification. You should include evidence using examples from your experience.
At interview you will be assessed against the below:
- Behaviour - Managing a Quality Service
- Behaviour - Delivering at Pace
- Behaviour - Leadership
- Behaviour - Communicating and Influencing
- Experience - CV
- Experience - Personal statement
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:
- Behaviour - Managing a Quality Service
- Behaviour - Delivering at Pace
- Behaviour - Leadership
- Behaviour - Communicating and Influencing
- Experience - CV
- Experience - Personal statement
If candidate scores are still exact, the merit order will then be determined on the sift score in the below order or priority:
- Behaviour - Managing a Quality Service
- Behaviour - Delivering at Pace
- Behaviour - Leadership
- Behaviour - Communicating and Influencing
- Experience - CV
- Experience - Personal statement
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 3 months.
Application sifting to take place week commencing: Late October.
Interviews are currently taking place via MS Teams and will be conducted week commencing: mid - late November
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 equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBS-EnhancedRecruitmentTeam@mod.gov.uk
MOD Recruitment Satisfaction Survey – we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights.
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.
The role currently being advertised has not been assessed as business critical and 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.
To assist with your application please find attached -
DBS Candidate Information Guide - Working for Defence Business Services - GOV.UK (www.gov.uk)
https://www.gov.uk/government/publications/armed-forces-veterans-services
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Mark McCulloch
- Email : mark.mcculloch105@mod.gov.uk
- Telephone : 07974431836
Recruitment team
- Email : DBS-EnhancedRecruitmentTeam@mod.gov.uk
Further information
