MoD Veterans Welfare Service (VWS), as part of Defence Business Services Armed Forces & Veterans Services, is committed to enhancing quality of life for veterans, their dependents and beneficiaries of Veterans UK pensions and compensation schemes. It also focuses on providing support that will enable seamless transition from Service to Civilian life, assisting bereaved families and responding to key life events that present welfare needs.
The primary purpose of the Welfare Advisor role is to understand and advise clients on the range of services available from the Veterans Welfare Service and other organisations, aiming to resolve client queries at the First Point of Contact. (FPOC). This includes War Disablement Pension and Armed Forces Compensation Schemes, DWP benefits and support available from ex-Service Charities and other Third Sector organisations.
Main Responsibilities:
As the FPOC, you will gather relevant information from clients in order to assess their needs - and provide advice and guidance in relation to the support available to them including available claims, allowances and entitlements.
Accurately record client conversations, case notes and outputs in line with internal requirements and quality standards.
Assist clients with form filling over the phone, where appropriate.
Signpost clients to appropriate Third Sector / 3rd party support organisations
Seek relevant clarification from appropriate resources (e.g. colleagues or guidance documentation) where required, to provide client with appropriate and accurate responses in a timely manner.
Where required, refer cases to West Field Team Welfare Managers in line with VWS NI Centre Manager and workflow management guidelines.
Support Welfare Managers in collating information from relevant DWP and Veterans UK systems, where required.
Assist Welfare Managers in processing referrals for medical, financial and respite/remembrance applications and activities.
Escalate red flag cases to the VWS NI Centre Manager and highlight issues for immediate action for Welfare Managers, where appropriate.
Build and maintain cases on VWCS in line with all Veterans Services requirements and quality standards.
Manage calls to contribute to the provision of a consistent welfare service throughout the UK that operates as a single, seamless team.
Provide early and late phone cover (i.e. 08:30 – 17:00 Monday to Thursday and 08:30 – 16:30 Friday) in line with business requirements.
Collaborate with team members and contribute to the Welfare knowledge base by sharing information through the defined processes
Attend joint or accompanied client visits where required