60418 - Caseworker

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

The Legal Aid Agency

We are an executive agency of the Ministry of Justice (MoJ). We provide civil and criminal legal aid and advice in England and Wales to help people deal with their legal problems. 

Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.

Our LAA commitment to Diversity and Inclusion

The LAA is committed to diversity and inclusion and we positively promote flexible working, including job shares.

We will consider all applications on merit regardless of age, disability, gender identity, sexual orientation, socio-economic background, religion, ethnicity, preferred working pattern and except for exceptional circumstances your working location.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.

If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please ensure that you attach the Disability Confident Scheme Form when you return your application. You can use the same form to let the recruiting manager know of any reasonable adjustments you may require during the sift or later selection processes.

Organisational Context – Case Management

The Case Management department is the delivery function of the LAA, and our staff ensure that each year 600,000 new clients are able to access the justice they require, and that providers are fairly paid for the delivery of the legal aid. As part of the work we do, we must ensure that we fund appropriate cases whilst protecting public money.

Job Summary

As a member of our Case Management Team, Caseworkers at this level will need to understand the regulations and guidelines so they can: -

• Process applications for legal aid or

• Process claims for costs or

• Undertake activities related to the collection of payments

Key Responsibilities:

• Build & maintain an understanding of current guidance and regulations and use this to make accurate decisions on casework.

• Provide accurate and timely responses to correspondence and telephone calls received from internal and external customers.

• Working to required productivity and quality targets in a variety of work streams.

• Engaging in Quality Control and consistency exercises. Ensuring improvements are made where needed.

• Ensure all data is processed accurately, securely and in accordance with MoJ information assurance guidelines.

• Provide ongoing support, guidance and mentoring as required to colleagues.

Essential Knowledge, Experience and skills

• Effective analytical and numerical skills.

• Ability to work with minimal supervision and as part of a team.

• Effective communication skills.

• Ability to interpret and apply guidance and regulations and use it to make accurate decisions.

• IT Literate – a good knowledge of Microsoft office and digital technology.

Desirable Knowledge, Experience and skills

·         Knowledge of the Justice System.

Person Specification

• Enjoys working in a fast-changing environment.

• Enjoys working independently and as part of a team.

Assessment approach

Application Process

To apply complete an application based on the following behaviours:

• Delivering at Pace: Always work with focus and pace to get the job done on time and to a high standard. Follow the relevant policies, procedures and rules that apply to the job. Use own knowledge and expertise to organise work. Keep focused on delivery and take responsibility for the quality of work produced. Keep a consistent level of personal performance. Keep managers and stakeholders updated on how work is progressing.

·         Making Effective Decisions: Use guidance, analyse relevant information and ask colleagues for input to support decision making. Identify and deal with any errors or gaps in information before making a decision. Consider the diverse needs of those affected by decisions and how it will impact them. Provide advice and feedback to support others in making accurate decisions. Ask others to clarify decisions when confused and query any issues that arise constructively.

·         Working Together: Proactively contribute to the work of the whole team and remain open to taking on new and different roles. Get to know your colleagues and build supportive relationships. Listen to alternative perspectives and needs, responding sensitively and checking understanding where necessary. Ask for help when needed and support others when the opportunity arises. Be aware of the need to consider your own wellbeing and that of your colleagues. Understand that bullying, harassment, and discrimination are unacceptable.

·         Changing and Improving: Review ways of working and suggest improvements, including how to make full use of new digital technologies. Learn new procedures and help colleagues to do the same. Query any issues that arise from changes in a suitable way. Respond in an effective and appropriate manner when emergencies arise.

When submitting an example of a behaviour remember to include the situation, what you did and why, and what was the outcome / result.

Please note that if we have a large number of applications, we will do an initial sift on the Delivering at Pace behaviour.

Interview / assessment Process

If you are successful through the application stage, you will be invited to an interview via Microsoft Teams where you will be assessed against strengths and experience required by the role and the following behaviours:

• Delivering at Pace

• Making Effective Decisions

• Working Together

• Changing and Improving

Shortlisting is planned for week commencing 11 July 2022.

Interviews are planned for week commencing 25 July 2022.

If you would like more information on this opportunity, please contact – Jennifer Taylor Jennifer.taylor@justice.gov.uk

Complaints procedure

If you have any complaints about this recruitment activity, please share your concerns by emailing LAAPeopleTeam@justice.gov.uk initially. We aim to respond to any complaint within 10 working days.

If you are dissatisfied with our response, we will forward your complaint to the Civil Service Commission, an independent body, for review.