Gosport - Centurion Building PO13 9XA
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 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 27%. 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.
Job Description
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.
Triage Officer Role
Working within VS as a Triage Officer (TO), 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.
Triage Officers 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 Triage Officer you will undertake first point of contact activity and support clients 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 Officer you will handle 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 be required 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 liaise with Unit Referring Officers who work directly with Service Leavers to ensure that the correct referral processes are being implemented in line with the transition policy detailed in the JSP 100.
You will build an outline 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 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.
Opportunity
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. 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.
VS has been the subject of, and affected by, an independent review, which was commissioned by MOD and Cabinet Office Ministers under the previous Government to ensure the UK Government is providing the right support to the right people in an efficient, value for money way. The recommendations are available on gov.uk – The Independent Review of UK Government Welfare Services for Veterans – GOV.UK (www.gov.uk). Following the review and in response to the new Government’s priorities we have embarked on a significant programme of change which will continue into 2025/26 and you are encouraged to familiarise yourself with this review.
Person specification
As a Triage Officer 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 work effectively in a team.
* Ability to keep up to date with 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 willingness to undertake some travel (Local and UK wide).
As a Triage Officer you may have the following desirable skills/experience/knowledge:
* Awareness of WPS and AFCS schemes (can be met by on job training).
* Awareness of DWP benefits and entitlements (can be met by on job training).
* Knowledge of Defence and/or its welfare and transition processes.
Licences
Full Driving Licence
Behaviours
We'll assess you against these behaviours during the selection process:
* Making Effective Decisions
* Communicating and Influencing
* Managing a Quality Service
* Working Together
Alongside your salary of £26,235, Ministry of Defence contributes £7,600 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
* 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 addition to 8 public holidays per year, you will also receive leave for the King's birthday.
* Hybrid working, where role permits.
* An opportunity to be considered for Reward & Recognition.
* 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 employer contribution of 28.97%.
Allowances
This 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.
This position is advertised at 37 hours per week.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.
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 Following Success Profile Elements:
Primary: Career - Personal Statement
Secondary: Behaviour - Making Effective Decisions
At application stage you will be assessed against the following:
* CV
* Personal Statement. In no more than 1000 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.
Behaviours:
* Making Effective Decisions
* Communicating and Influencing
* Managing a Quality Service
* Working Together
Behaviours:
At interview you will be assessed against the following:
* Making Effective Decisions
* Communicating and Influencing
* Managing a Quality Service
* Working Together
If Candidate Scores Are Still Exact, The Merit Order Will Then Be Determined On The Sift Score In The Below Order Or Priority:
1. Career - Personal Statement
2. Career - Job History
3. Career - Previous Skills
4. Behaviour - Making Effective Decisions
5. Behaviour - Communicating and Influencing
6. Behaviour - Managing a Quality Service
7. Behaviour - Working Together
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.
Application sifting to take place mid May.
Interviews are currently taking place via the following method: Face to Face
Interviews will be conducted late May.
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.
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)
* 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 can be found on the Civil Service website.
Contact point for applicants
* Name : Clare Newman
* Email : clare.newman263@mod.gov.uk
Recruitment team
* Email : DBS-EnhancedRecruitmentTeam@mod.gov.uk
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