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The Office of
Employee Name
Job Title
Reporting to
Main Purpose
Staff Responsibilities
Key Tasks
SENIOR CASEWORKER
JOB DESCRIPTION
SUPPORTS MEMBER IN CONSTITUENCY DUTIES
• Provides advice and support to constituents on a variety of issues through liaison with
Government agencies, the voluntary sector and others to resolve matters.
• This includes work of a complex nature requiring the job holder to work independently and to
liaise with senior level contacts.
• Draft correspondence and manage constituency diary.
Key Responsibilities
• Attend surgeries and other meetings to assist the Member in dealing with constituents’ issues.
• Deal with daily queries from members of the public by phone or in person, taking the appropriate
initial action to resolve or document or escalate their concerns or enquiries.
• Gather information from constituents to progress or close the case in a sensitive and confidential
manner.
• Attend tribunals as required.
• Manage own caseload and progress of casework, ensuring all cases are logged updated with any
actions taken and outstanding queries are followed up, with urgent cases reported to the
Member.
• Draft responses or respond to constituents on any issues raised on behalf of the Member.
• Maintain up‐to‐date knowledge of relevant guidelines/legislation as appropriate in dealing with
casework.
• Ensure cases are dealt with in a sensitive and confidential manner.
• Analyse patterns of enquiries and produce reports.
• Develop knowledge in specialist areas.
• Ensure records of contact with constituents are kept, with details of each case by adhering to the
Data Protection Act principles and respect the confidentiality of data at all times
• Continually maintain, update and develop personal knowledge of demanding, specialised or
complex cases.
• Effectively communicate with both external and internal contacts.
• Provide secretarial services for relevant meetings and/or provide briefings.
• May undertake supervisory responsibilities as required.
• Competent use of IT including casework management systems, Microsoft Office, email and
internet to support the above.
Any other duties related to the post and appropriate to the pay band as directed and agreed by the
Member.
Member Signature
Once completed and signed, please give
one copy to the employee, retain one
copy for your records and send a copy to
the IPSA.
MP