Caseworker - Case Management

We are looking for an experienced CaseWorker to work with a team to manage telephone and online reporting of anti-Muslim hate. The CaseWorker will fulfil an essential role within the Tell MAMA (Measuring Anti-Muslim Attacks) programme, implemented across England and Wales.

The successful applicant will be the first point of contact for victims of anti-Muslim hate, provide a listening ear and signposting to support and justice and ensure follow-up while working with beneficiaries and stakeholders to achieve a successful conclusion to the case.

The CaseWorker will also play a central role in assisting with the monitoring and analysis of anti-Muslim hate with the wider programme team.

Roles & Responsibilities

The main roles and responsibilities of the CaseWorker include:

• Assist callers into the Tell MAMA hotline and implement effective Case Management and recording systems, serving as first point of contact
• Offer a 'listening ear' for all callers and provide advice and signposting to further sources of support or justice where beyond the remit of the project
• Ensure that referrals with key partners and stakeholders are undertaken and that all relevant referral documents are completed
• Implement and adhere to strict data protection procedures in accordance with the GDPR and organisational policy
• Review existing cases and ensure that they are actioned and closed.
• Work together with the wider programme team to assist in the preparation of a variety of briefings, reports and research documents
• Work together with the wider team to prepare and deliver informative workshops and outreach sessions to build community awareness and confidence
• Maintain internal and external communications relative to the post including developing and maintaining relationships with external stakeholders and ensuring stakeholders are kept informed.
• Work together with the wider team to assist in the development and implementation of training sessions for volunteers and other team members as required
• Periodically attend relevant training and development sessions and conferences.
• Participate in team review sessions, one to one sessions and in audits that funding bodies may undertake.
• Collate key facts and evidence that can be passed onto police forces for possible prosecutions.

In addition to any other duties as required.

Person Specification

Essential:

• Excellent English communication (verbal and written) skills
• At least 12 months’ experience in a similar role
• Understanding of and empathy with victims of crime
• Ability to sensitively provide services to beneficiaries with differing language, cultural and religious backgrounds within a multicultural environment.
• Experience of  liaising with statutory and non-statutory service providers on behalf of beneficiaries
• Ability to liaise with and work in partnership with other agencies, interpreters and volunteers
• Demonstrable commitment to equal opportunities and diversity
• The ability to absorb complex written and oral information and to write reports using qualitative and quantitative data
• Well organised with experience of working under pressure, prioritising workloads and meeting targets/deadlines.
• Excellent IT skills, including use of Microsoft Office packages
• Ability to work on own initiative without supervision and the ability to work as team member.
• Understanding of social media platforms
• DBS clearance

Desirable:

• Fluency in a community language (e.g.  Arabic, Bengali, Punjabi, Hindi and/or Urdu)
• Experience of working with Muslim communities
• Experience within and understanding of the field of anti-Muslim hate and Islamophobia