Reports to: Beneficiary Support Manager
Deadline: Sunday 19 July 2020 11.59pm

The Female Casework Coordinator is responsible for coordinating all forms of support to our female beneficiaries; namely to ensure the delivery of emotional, practical and financial support to the households affected by anti-terror legislation through a network of volunteer keyworkers and other external organisations. The Beneficiary Support Coordinator liaises with female beneficiaries on behalf of the Charity and is the first point of contact for all female keyworkers and volunteers interested in supporting beneficiaries. She is also responsible for maintaining the internal database accurately and in a timely manner.

Main responsibilities:

  • Act as the first point of contact and liaison for new and current female beneficiaries, and for casework correspondence, receiving initial requests for advice and information from beneficiaries.
  • Establish a relationship of trust and respect, actively listening to beneficiary concerns and empathising where appropriate; offering information and support.
  • Identify new initiatives to try and reach out to new beneficiaries
  • Develop and coordinate support plans for each beneficiary case after assessing their current status and identifying their needs in conjunction with the keyworkers and/or Beneficiary Support Manager
  • Process any applications for financial and practical support from beneficiaries, making recommendations where appropriate and liaising with the Finance department to ensure payments are processed.
  • Ensure all new female beneficiaries are assigned and supported by a dedicated keyworker
  • Liaise with third party providers for the delivery of approved support such as counselling, recreational activities, driving lessons etc.
  • Plan and organise social events, seminars for beneficiaries, and recreational activities for the youth.
  • Maintain accurate and up to date records and case files related to the programme
  • Observe legal confidentiality and data protection requirements
  • Obtain feedback and testimonials from beneficiaries to measure the success of the support delivered or to raise awareness for the wider cause, the charity’s work and outcomes.
  • Conduct interviews and surveys with the beneficiaries to identify gaps in the current support programme and any required improvements.
  • Referring beneficiaries to and liaising with other agencies and individuals, including solicitors, chaplains and psychotherapists, where appropriate.
  • Gather statistics for monitoring and evaluation, providing reports as required
  • Undertaking training and participating in team meetings with the Operations Director and Beneficiary Support Manager
  • Liaise with media or academic researchers regarding any requests to beneficiaries where appropriate
  • Assist in the development of information resources and guidance for beneficiaries
  • Work in partnership with professionals from other organisations and agencies to support young people and ex-offenders.
  • Volunteer Management
  • Act as the first point of contact, supervision and support for all female keyworkers and beneficiary support volunteers nationwide, responding to any incoming queries.
  • Generate appropriate volunteer role descriptions
  • Recruit, induct and manage female keyworkers to deliver front line emotional support
  • Process and maintain up to date and accurate keyworker/volunteer records, including undertaking reference and DBS checks where required
  • Ensure volunteers submit updated case information and monthly summaries of contact with beneficiaries
  • Manage and motivate keyworkers – maintaining regular contact, providing regular feedback, responding to any incoming queries, performance analysis
  • Service the needs of keyworkers both professionally and socially through the organisation of regular meetings and coordinating volunteer activities
  • Implement methods for greater engagement and involvement of keyworkers
  • Deliver relevant training on internal procedures and policies.
  • Develop training materials and resources for volunteers
  • Organise and liaise with external third parties for the development and delivery of volunteer training
  • Liaise with the finance department to ensure volunteer expenses are reimbursed
  • Transport Coordination
  • Liaise with beneficiaries, keyworkers in terms of transport requests and prison visits
  • Source drivers to undertake visits and ensure they have the requisite information

Maintain accurate records and details of prison visits undertaken




  • Level 3 qualification (E)
  • Degree in an appropriate field (D)


  • Experience of working in the charity, community, voluntary sector (E)
  • Experience of working with disadvantaged or vulnerable women. (E)
  • Experience in directing, managing and motivating volunteers (E)
  • Case work experience (D)

Skills & Knowledge

  • Ability to relate sensitively to the needs of vulnerable individuals (E)
  • Ability to explore emotional issues with beneficiaries and establish a rapport (E)
  • Confidence to explore difficult and painful aspects of life (E)
  • Ability to work independently with efficiency, initiative and minimal supervision (E)
  • Excellent observational, communication (both written and verbal) and listening skills (E)
  • Ability to motivate and manage volunteers. (E)
  • Excellent inter-personal, negotiation and motivational skills (E)
  • Maintain appropriate boundaries in provision of support, advice, and guidance to beneficiaries (E)
  • Excellent organisational and coordination skills when managing multiple conflicting priorities in a fast-paced environment (E)
  • Ability to prioritise and work under pressure and manage a heavy case load (E)
  • Good administrative skills, with a high level of accuracy and attention to detail (E)
  • Good analytical and problem solving skills (E)
  • Ability to access support from external agencies (E)
  • Computer literate (E)
  • Good numerical skills (E)
  • Adaptable to changing deadlines and priorities. (E)
  • Good presentation skills (E)
  • Knowledge of the criminal justice system and counter-terrorism legislation and related policy affecting the Muslim community (D)
  • Knowledge of the British welfare system (D)
  • Knowledge of financial capability, budgeting and money management (D)
  • Mentoring, counselling and/or coaching skills (D)
  • Knowledge of the voluntary sector (D)

Personal Qualities

  • Patient, resilient, empathetic and able to remain calm in a crisis (E)
  • Tolerant, non-judgemental and open-minded (E)
  • Adaptable (E)
  • Effective team player (E)
  • Honest, reliable and trustworthy (E)
  • Genuine interest in the emotional and social problems faced by people, with a desire to improve the quality of life for beneficiaries (E)
  • Belief in all people’s inherent ability to make positive changes and develop (E)
  • Respects and maintains confidentiality and data protection (E)
  • Highly motivated and diligent (E)
  • Energetic and positive approach (E)
  • Committed and empathetic to HHUGS’ core values and prioritising the needs of its beneficiaries (E)
  • Broad knowledge, empathy and understanding of Islamic principles (E)
  • Commitment to continuous professional development and willing to undertake further skills training as appropriate
  • Works well with people from a variety of backgrounds, ages, languages and cultures. (E)
  • Willing to work outside normal office hours (evenings and weekends) when required (E)
  • Fluency in Arabic, Urdu or Bengali (D)
  • Full UK Driving licence and access to own vehicle (D)

Key Contacts:
The Female Casework Coordinator will report to the Beneficiary Support Manager. She will have regular contact with the Operations Director, Finance Manager, staff, female beneficiaries, female keyworkers and volunteers.

The post holder must be available for the core hours of 9am-5pm weekdays from our office. Salary is dependent on experience with holiday allowance for 30 days per annum. The post holder must be legally entitled to work in the UK, with no contra-indications in personal background or criminal record indicating the unsuitability to work with children, youth, ex-offenders, vulnerable clients and finance. A DBS check may be required as appropriate.
The post holder will undertake any other duties of a similar nature, which are commensurate with the grade and seniority of the post.
Due to the number of applications and the limited resources of the charity, only applicants that are shortlisted for first interview will be contacted. If you have not heard from us by the deadline, then unfortunately, your application has been unsuccessful.

Please send a copy of your CV and a completed application form, inclusive of contact details of two references.

Sunday 19 July 2020. Interviews will begin the following week.
Job Types: Full-time, Permanent
Salary: £18,000.00 to £24,000.00 /year