Scotty's Little Soldiers - Caseworker (START Programme)

To be an integral part of the delivery of Scotty's new navigating entitlements casework (START) Programme, a single point of contact service designed to support anyone affected by military-connected bereavement. This is a hands-on, and vital role within a brand new team. You'll be the first step in ensuring that everyone in the bereaved military community receives compassionate, personalised, and well-coordinated support. The key responsibilities of this role are: Service Design & Delivery

• Working closely with the Head of START, contribute to the planning and rollout of the START Programme
• In many cases be the first port of call for Scotty's families, and be a welcoming and inclusive contact for all those families
• Implement the new service model, workflows, triage process and beneficiary journey
• Ensure the service you deliver is trauma-informed, inclusive, and responsive to beneficiary feedback
• Manage your own caseload with support from Head of START programme
Team Leadership & Development
• Once your experience has grown, provide peer support to any further caseworkers joining the team in 2027 and beyond (depending on demand)
• Ensure an ongoing focus on your own learning and development, always creating space for reflective practice
• Ensure that you live the culture that reflects The Scotty's Way and encourages your own personal growth
• Be an active part of the wider Families team contributing to Daily Huddles and team plans and objectives
Collaboration & Partnership
• Build and maintain, alongside the Head of START strong referral pathways with external organisations (military & non-military charities, NHS, social care)
• Build your expertise on navigating entitlements for the bereaved community to ensure that Scotty's families receive the best possible support.
• Work collaboratively with other Programme teams to ensure consistency, shared learning & efficient internal referrals
Monitoring & Evaluation
• Ensure that you are reporting consistently on beneficiary engagement, support outcomes, and follow-up actions
• Work with your direct support to use evidence and insights gathered to adapt and improve the service over time
• Ensure CRM records are complete, accurate, so they can be used to inform delivery decisions
Contribution to Charity-Wide Goals
• Feed into cross-functional projects including Outreach, Fundraising, and Strategy
• Act as a representative of Scotty's at sector events or external meetings where appropriate
• Support content development by sharing anonymised stories, insights, and themes
The 30-day goals for this role are:
• Built a deep understanding of Scotty's mission, our audience, the services we provide, and strategic direction.
• Worked closely with the Head of START and other programme Heads to understand the history of Scotty's helping families navigate entitlements, including reviewing current and recent cases.
• Become familiar with the key stakeholders, partners and organisations (including statutory, charitable and others) for casework in the START Programme.
The 60-day goals for this role are:
• Built confidence and knowledge around the START programme aims and objectives, and the needs of Scotty families.
• Supported the Head of START to implement the new casework programme and beneficiary journeys.
• Built understanding of the processes that are in place to monitor the outcomes and impact of the new START Programme.
• Contributed to the design of a light CRM for initial use in START casework.
• Supported the development of and started to build understanding of the necessary processes and procedures for casework including safeguarding, triage, wait time limits etc.
• Started the training plan for new START caseworkers.
The 90-day goals for this role are:
• Supported the launch of the new START Programme alongside Scotty's team members.
• Welcomed the first families to Casework following the processes and framework that the Head of START has implemented.
• Worked with the Head of START to set a clear plan for the remainder of 2026 and beyond for the START programme, establishing it as a quality Scotty's service for families.
• Starting to provide outcomes and data that enable the programme's outcomes to be evidenced., The role will require some evening or weekend work
• Enhanced DBS check required
• Travel will be required to events and team training days
  
  Must-Have
Experience in service delivery, casework, and personalised support services Ability to work independently and manage a busy, varied caseload A compassionate and person-centred approach to casework Excellent organisational and communication skills A clear understanding of safeguarding vulnerable adults Nice-to-Have Familiarity with military family life or bereavement support Background in information, advice and guidance within the charity or statutory sector An understanding of the importance of service co-design with users or lived experience groups

For over 15 years, Scotty's Little Soldiers has been supporting children and young people who have been bereaved of a parent who served in the British Armed Forces. We are about to embark on an exciting journey which will see the charity evolve to support anyone affected by a military-connected bereavement and ultimately empower a community of more than 25,000 bereaved individuals and their families by 2035. Founded in 2010 by Nikki Scott following the death of her husband, Corporal Lee Scott, the charity currently offers a unique blend of emotional, practical, and educational support to over 750 young people. We are proud of our vibrant, non-traditional culture, which puts the needs of bereaved children and young people at the heart of everything we do. We embrace innovative approaches, are committed to creating smiles and believe in the power of community, resilience, and connection.