EXPERIENCE:

• Personal Statement - In no more than 500 words, please provide information of how you meet the criteria set out in the job description. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlined in the job advert.

NATIONALITY REQUIREMENTS

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)
• 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

TRIAGE TEAM LEADER ROLE:

Working within VS as a Triage Team Leader (TTL), you will be required to support Serving personnel, Service leavers, Veterans, and their families.
As part of a wider national triage team, you will be the first point of contact for Veterans Services, able to understand and advise clients, members of the public and stakeholders who make contact on the range of business for Veterans Services including the services available and eligibility. You will provide professional information and guidance on areas that fall within our remit in line with agreed policy and process. Where identification that further support is needed, you will build client cases, allocate these to Field Teams and provide on-going assistance with cases as required. You will lead a team of Triage Officers within your local centre of Norcross. You will also form part of the wider Triage leadership team that operate from dedicated centres across the UK. These are based in Glasgow, Kidderminster and Gosport.
Triage Team Leaders take pride in providing a high quality, tailored service to clients, addressing their issues by providing appropriate information and guidance at a first point of contact and facilitating their access/making referrals to the support they need, whether it be through building cases for support from our Field Teams Case Managers, or through connections by their Service, the MOD, other Government Departments, Local Authorities, other statutory services or the third sector. As a TTL you will manage the first point of contact activity and support clients, Triage officers and Field Team colleagues in line with VS’s policies and protocols and GDPR, always striving for the highest standard of client support, first point of contact, information and guidance, case builds and maintaining meticulous case notes on the VS’s Case Management System.

SPECIFIC ROLE REQUIREMENTS:

As a Triage Team Leader you will manage the team dealing with client enquiries through a range of incoming sources and methods. You will be required to provide information and guidance on a range of local and national services whether that be from another government department, local authorities, the NHS or trusted charities. You will build a good awareness of the wider welfare support space and organisations that exist to help our clients.
You will be required to line manage the Triage Officers who provide information and guidance support for Service Leavers and their families, who are most likely to face challenges as they leave the AF and adjust to civilian life. You will ensure that liaisons with Unit Referring Officers, who work directly with Service Leavers are positively maintained to ensure that the correct referral processes are being implemented in line with the transition policy detailed in the JSP 100.
You will be required to develop an awareness of key areas of client support regarding Armed Forces Compensation Schemes, War Disablement Pension Schemes and Service Pensions, as well as DWP benefits. You will recognise what enquiries may need the specialist support of a Case Manager and those that can be dealt with by the Triage Officers. You will refer these cases accordingly. You will play a significant role working in partnership with the wider national Triage teams and Field Team colleagues on casework when required. 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 letter, email, phone and a range of meeting platforms including 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.
Occasional national travel and overnight stays will be necessary as part of the role to fulfil team training and meeting requirements.