Casework Coordinator for Nick Carter MS
Salary range (pro rata): £33,233 - £42,727
All new staff are expected to enter on the scale minimum of the appropriate pay band. Individual staff will, subject to satisfactory performance, move up the incremental scale one point at a time on the anniversary of their commencement of employment until they reach the scale maximum for their band.
Working hours: 37 (part-time applications will be considered)
Appointment type: Permanent
Location: Senedd Cymru and/or Cardiff Constituency Office
Reference: MBS-044-26
Purpose of job:
A Band 2 Casework Officer working for a Member of the Senedd (Members) will handle more complex cases, constituent advocacy, and policy research while providing support to both constituents and the Member. They work independently on casework, liaise with government agencies and other relevant bodies as appropriate.
Main duties:
Casework Management and Constituent Support
• Handle complex and sensitive cases, providing tailored support and solutions for constituents. This may include supporting constituents to campaign against their identified issues through informing and advising in relation to legislative process, rights etc.
• Investigate policy-related or legal issues affecting constituents and escalate urgent concerns to the Member.
• Draft and send detailed letters, reports, and case summaries on behalf of the Member.
• Maintain case records using casework management systems, ensuring compliance with data protection laws.
• Plan and manage their own workload in line with Member’s requirements.
Advocacy and Liaison with Government Bodies
• Communicate with government departments, local councils and agencies to support constituents in resolving issues.
• Escalate cases to ombudsman services, ministers, or Senedd committees when needed.
• Develop a strong understanding of welfare, housing, immigration, healthcare, and legal issues to better support constituents.
• Track developments in legislation, local government decisions and national policy to inform casework.
• Contribute to policy briefings and prepare background information for the Member’s parliamentary work, debates, or speeches.
Supervision and Mentorship
• Support junior caseworkers, providing guidance on case handling and administrative procedures.
• Oversee the progress of high-priority cases and ensure timely responses.
Public Engagement and Community Liaison
• Attend Member’s surgeries, engaging directly with constituents, taking detailed notes and identifying follow up actions.
• Represent the Member at community events, local meetings and constituency visits.
• Build and maintain relationships with local charities, advocacy groups, and public service providers.
Other
• Perform other duties as required to support the Member that are commensurate with this band.
Essential skills and behaviours:
- Strong written and verbal communication skills for drafting correspondence and liaising with stakeholders.
- Ability to manage multiple cases and prioritise urgent issues.
- Discretion and confidentiality in handling sensitive casework.
- Problem-solving and negotiation skills when advocating on behalf of constituents.
- Proficient with the normal tools and equipment for the job, for example, standard software packages.
- Well-developed oral and written communication skills.
- Effective IT Skills particularly using Microsoft packages such as Word, Outlook and Excel.
Essential qualifications:
- Degree or equivalent in a relevant subject or NVQ Qualification level 3 or 4 or equivalent in a relevant subject; or
- Demonstrable numeracy and literacy skills e.g. English and Maths GCSE (or equivalent) at Grade C or above or suitable alternative experience.