Caseworker - Legal Aid Agency

Location: Please note that whilst this role is open to all Civil Servants staff, you can only apply for London, Cambridge and Brighton offices if you are a current LAA staff member based in those offices. This is due to and in line with the LAA's Location Strategy and the Cabinet Office's Places for Growth Strategy. Directorate: Case Management Team: Exceptional and Complex Cases Team (ECCT) Working Pattern: The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc. If you are applying for a part time role, please note that in order to meet business demands we need preferably cover for a minimum of 30 hours and to cover 4 days of the week - although we will consider all part time requests within reason. To meet legal requirements, if you are between the ages 16-18 and you are a successful candidate, you will be required to complete an apprenticeship after your initial on the job training. Reporting to: ECCT Line Manager The Legal Aid Agency We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales. 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. Case Management The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health, housing, and exceptional funding cases. The Exceptional and Complex Cases Team (ECCT) The Exceptional and Complex Cases Team (ECCT) sits within LAA Case Management and makes decisions on complex, high-profile, high-value applications for civil funding. We handle applications for exceptional case funding under the Legal Aid, Sentencing and Punishment of Offenders Act 2012. We also decide whether funding should be provided in cases that fall outside the ordinary scope of legal aid: whether it would breach or risk a breach of an individual's human rights not to do so. This is important work, essential to ensuring access to justice Life in the team suits people with a strong public-service ethos where we put the applicant for legal aid at the heart of our processes and systems and make funding decisions that are objective and based on the legal aid legal framework to enable access to justice. We work collaboratively with our Case Management colleagues to provide services to help people in need. The team is geographically diverse, based nationally within our LAA offices., To provide make decisions on complex and high-cost applications submitted to the Exceptional & Complex Cases Team, handle challenges in relation to Director of Legal Aid Casework (DLAC) decisions and other associated work by applying the correct statute, regulations, subject to specific guidance and case law, ensuring these are handled quickly and accurately. You will deal with applications made for a client by a solicitor but also applications made directly by the client. You will be responsible for establishing and maintaining professional links between ECCT and other teams to promote a closer working relationship whilst also being confident enough to challenge current protocols to achieve greater levels of efficiency and customer service.,

• Make accurate decisions and recommendations, within set timeframes on applications for legal aid, some of which can be sensitive or emotionally challenging, working alongside subject matter experts.
• Assist with issues that have been escalated including complaints from clients, Head Office, MP's and external bodies. Taking effective action by using discretion and expert judgement and identifying learning points and corrective action.
• Communicate effectively, explaining decisions both verbally and in writing. Demonstrating your analysis of legal issues and how you applied the funding criteria, providing detailed reasoning when necessary.
• Liaise with internal and external stakeholders and direct applicants providing accurate and timely responses to written and verbal enquiries received including escalated referrals from colleagues and stakeholders.
• Ensure funding decisions are properly recorded on the relevant systems and comply with all information management requirements.
• Ensure that all data is processed accurately, securely and in accordance with LAA data security guidelines.
• Responsible for ensuring that national KPI's and other stringent LAA quality and productivity standards and targets are met.
• Effectively manage competing priorities, focusing on delivering a quality service within targets, identifying issues and solutions as they emerge.
• Communicate accurately, responding to incoming communication by phone and in writing.
• Undertake learning and development to maintain an up-to date understanding of current guidance and regulations to support performance, completing all mandatory training when required.
• Attend LAA offices for face-to-face meetings and training as required., take responsibility for making effective and fair decisions, in a timely manner
• analyse and research further information to support decisions
• talk to relevant people to get advice and information when unsure how to proceed
• explain how decisions have been reached in a clear and concise way, both verbally and in writing
• demonstrate the consideration of all options, costs, risks and wider implications, including the diverse needs of end users and any accessibility requirements
Delivering at Pace
• regularly review the success of activities in the team to identify barriers to progress or challenging objectives
• identify who and what is required to ensure success, set clear goals and areas of responsibility and continually assess workloads considering individual needs
• follow relevant policies, procedures and legislation to complete your work
• ensure colleagues have the correct tools and resources available to them to do their jobs
• have a positive and focused attitude to achieving outcomes, despite any setbacks
• regularly check performance against objectives, making suggestions for improvement or taking corrective action where necessary
• ensure that colleagues are supported where tasks are challenging
Communicating and Influencing
• communicate clearly and concisely both orally and in writing
• take time to consider the best communication channel to use for the audience, including making the best of digital resources and considering value for money
• interact with others in an enthusiastic way
• express ideas clearly and with respect for others
• listen to and value different ideas, views and ways of working
• respond constructively and objectively to comments and questions
• handle challenging conversations with confidence and sensitivity
Managing a Quality Service
• work with customers to understand their needs and expectations
• create clear plans and set priorities which meet the needs of both the customer and the business
• clearly explain to customers what can be done
• keep colleagues and stakeholders fully informed of plans, possibilities and progress
• identify common problems that affect service, report them and find possible solutions
• deliver good customer service which balances quality and cost effectiveness
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 will we do an initial sift on the Making Effective Decisions behaviour. Please note that we only require Behaviour answers for your application. The wording on this advert may suggest that an Experience question is also required, however this is not necessary. Interview / assessment Process If you are successful through the application stage, you will be invited to an interview / assessment centre in person or via Microsoft Teams where you will be assessed against the following: · Strengths relevant to the role · The following Behaviours: Making Effective Decisions Delivering at Pace Communicating and Influencing
• Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.
For this grade/role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them and to where they work. Examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion for others will increase the strength of their answer.
• You will be required to undertake an Ability exercise assessing problem solving and decision making skills. You will be provided with all of the required information during the interview.
Shortlisting is planned for week commencing 4th May 2026 Interviews are planned for week commencing 25th May 2026, As part of our commitment to integrity and transparency, we ask all applicants to ensure that the experiences, achievements, and examples shared in your application are entirely your own. Please do not use AI tools to fabricate or simulate personal experiences. While AI can assist with formatting and grammar, it must not be used to generate stories, skills, or accomplishments that you have not personally lived or earned. Our LAA commitment to Diversity and Inclusion The Civil Service is committed to attract, retain, and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy. 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 indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes. The LAA's goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities. Reasonable Adjustments We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing LAARecruitment@justice.gov.uk after you have applied so that we can discuss options with you. Complaints procedure If you have any complaints about this recruitment activity, please share your concerns by emailing LAARecruitment@justice.gov.uk initially. We aim to respond to any complaint within 10 working days. Additional Information Working Arrangements & Further Information The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review. For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended). Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made. MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer. All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet. Flexible working hours The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy., As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns. You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team. For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos. Diversity & Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy. Redeployment Interview Scheme Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'. MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.


• Effective analytical and numerical skills with experience of making evidence based decisions.
• Established communication skills both verbal and written with proven experience of giving feedback.
• IT literate - a good knowledge of Microsoft Office, Excel and digital technology.
• Ability to build relationships with a wide range of stakeholders.
• Excellent time management skills.
• Ability to solve problems and make decisions.
Desirable Knowledge, Experience and skills
• Knowledge of Legal Aid systems and associated processes.
• Experience of working in a casework environment., Enjoys working in a fast changing environment.
• Enjoys working with a wide range of people at all grades and levels of capability.
• Enjoys working independently and as part of a team., A sift based on the lead behaviour, Making Effective Decisions, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.
Behaviours Application Form Question Word Limit 250 Making Effective Decisions Delivering at Pace Communicating and Influencing Managing a Quality Service Evidence of Experience Experience Questions, Practical exercise - Ability to solve problems and make decisions Behaviours Making Effective Decisions Delivering at Pace Communicating and Influencing Experience Your Experience for this role will be assessed at interview. To learn more about Experience and how they are assessed please click here. We will assess your experience for this role via the following methods Experience Questions

The national salary range is £29,303 - £31,061 London salary range is £33,551 - £35,564. Your salary will be dependent on your base location Working Pattern Full Time, Part Time, Part Time/Job Share, Flexible Working Vacancy Approach Cross Government, The MoJ offers a range of benefits: Annual Leave Annual leave is 25 days on appointment and will increase to 30 days after five years' service. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis. Pension The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best. Training The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities. Networks The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees. Eligibility Staff on fixed term appointments must have been recruited through fair and open competition. Vacancies advertised "cross-government" are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules. Support
• A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.
Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants.