SSAFA Volunteer Knowledgebase

Caseworker’s Report - Best Practice Guidance

Updated on

Purpose

This guidance is for SSAFA Caseworkers to support you when writing your Caseworker’s report. It provides details on the contents that the assistant providers expect to find in a Caseworker’s report and the principles that make an excellent Caseworker’s report.   

Content of the report  

Below you will find an infographic detailing the information assistant providers hope to see in a Caseworker’s report when it is submitted on Mosaic.  

Principles of an excellent Caseworker’s report

Factual, objective and non-judgemental:  The report includes your professional observations - things you can see, hear, count, or measure. Your personal opinions and biases are not included.  

Relevant: The information you provide is linked to the welfare needs of the applicant and significant for the assistance providers to be made aware of to decide on the case. Private or sensitive information that is not relevant to the request is not included.  

Person-centred: A section of the report reflects your client’s understanding of what is happening in their life, the impact this is having on them, and their welfare needs in an accurate and dignified manner. 

Clear and concise: The information you provide is simple and straightforward to understand. Technical terms are only used if necessary. 

Orderly: You have arranged the report in a logical sequence, you may want to consider organising your content under topical headings.  

Holistic: You have provided information on all major areas of an applicant’s life, rather than focusing on one issue, demonstrating you have undertaken a holistic assessment.  

A Breakdown of HERBS

Please find below an infographic explaining what is meant by the acronym HERBS. Please note, the information in your Caseworker’s report does not need to be presented in this order neither does it need to include information around every sub-heading.  

Further guidance:

Casework Report Example 1

Casework Report Example 2

If at any point you would like to discuss the contents of your Caseworker’s report, please do contact your regional office.

Caseworker’s Report Example 1

14. Caseworker's report
Amount required: £799.99

Background

Mia’s former Husband served in the Royal Navy as a Chief Petty Officer between the years of 1993 – 2002. 

Health

Mia explained that she went through a very difficult time with her mental health after separating from her Husband in 2019. Throughout the last two years she has received support from a Mental Health and Wellbeing Practitioner. Since she has been introduced to strategies to manage her wellbeing, she informed me she is in a much better place.

Environment

Mia and her children live in a three-bedroom house owned by a Housing Association. She has been able to keep up with the general maintenance of the house. Recently, spilt milk absorbed into the fabric of the sofa and left an undesirable smell. Currently, Mia has three beanbags in her living room for her children to sit on. She informed me she attempted to remove the smell from the sofa but was unable to, this led to her disposing of her sofa.

Resources

Mia has struggled to find a flexible job that works around her caring responsibilities for her children. She informed me when her youngest attends nursery in September she would like to work whilst all her children are in school. I provided Mia with the contact details for the Poppy Factory, so she could obtain employment support. Mia spends a considerable amount of her income on clothing and shoes for her three children because they are at an age where their size changes regularly. Mia’s weekly surplus is only £2.96 per week. Mia’s family loan her money during the Winter months so she can pay for her increased utility bills.

Social

Mia and her children visit her parents’ house every Sunday to have a roast dinner together as a family. She informed me family have demanding jobs and their own financial responsibilities so the support they are able to provide is limited. Mia informed me her toddler doesn’t get to play with people his age. I signposted Mia to toddler play groups in her local area.

Recommendation

By providing the financial support a sofa it shall

  • Relieve Mia from getting anxious about her financial situation
  • Prevent Mia from going into debt
  • Ensure Mia, her children and visitors can spend time together with appropriate seating
  • Improve Mia and her children’s quality of life. 

Caseworker’s Report Example 2

14. Caseworker's report
Amount required: £5603.58

Background

David served as a Private in the Welsh Guards from the 18th of September 2002 – 07th November 2014. He was deployed to Iraq and Afghanistan during this time. 

Health

In 2022, a tree fell on David at his place of work, and he broke his back and ribs. The incident caused a severe spinal cord injury which made him paraplegic. David spent over 5 months in two hospitals and recently returned home. He is taking medication to manage his pain, spasms, gout and bowel movements. Due to having little control over his bowel movements he self-catheterises and has developed kidney stones. David has been experiencing mental health challenges, he believes this has been caused by not being able to go outdoors and his uncertain financial situation. Please see the letter attached from David’s Spinal Consultant confirming his medical diagnosis. 

Environment

As noted in the Occupational Therapists report attached, David and his family live in a terraced house where there are fifteen steps at the front of the property to access the door and fifteen steps from a lane at the back of the property to the door. David is unable to move up or down the steps. His Wife described him as being “stuck inside his house with no way off getting out.” The Occupational Therapist has recommended an external stairlift at the back of the property this would enable him to access the outdoors by ensuring that he can go from the backdoors up to the lane. David has hospital appointments to attend but as he is unable to leave his house, he doesn’t know how he will be able to attend them without an external stairlift. I have advised David to call his clinical team at the hospital to inform them of his current situation so they can advise him.

Resources 

David’s Wife has spent the last 4 years undertaking a nursing degree. Since 2015, David has been a Tree Surgeon. As a family they have been financially dependent on him being the sole provider. David told me since his accident he has not been able to work and even though he is not contractually obliged to continue paying his salary his employer has agreed to pay him until he returned home. David’s monthly salary can be found in his bank statements attached. David has been advised by his consultant that he will not be able to return to work as a Tree Surgeon due to the ‘permanent nature of his condition’. Please see the letter from his consultant attached.  David and his Wife are concerned about their financial situation because they expect David’s employer to stop paying his salary very shortly due to his inability to return to work. David has specified an application for PIP was put in over 13 weeks ago and despite requesting an update on the decision, he is still awaiting the outcome on the application.

 Their 19-year-old Son contributes £100 per month to his board and lodge. Over recent months there been a considerable increase in the amount they spend on petrol (due to David’s Wife’s daily visits to the hospital) and food (due to David being constantly at home since his return from the hospital). To help cover these increasing costs their young Son has been giving them money as and when they need it. Currently they have £5500 of savings, however they are having to take money from their savings on a regular basis to fund household adjustments recommended by the Occupational Therapist. Recently they funded an internal stairlift, ramps in the house and handles so he can get in and out of the bath independently. They expect to use the remainder of their savings on other adjustments recommended by the Occupational Therapist that the local authority has been unable to currently fund due to Peter receiving a monthly salary. I advised them to engage with Citizens Advice to book an appointment with a Financial Advisor to prepare for the time when David’s sickness salary stops, and their income is lower. Currently, even with the addition of David’s salary their weekly surplus is minus £16.59 per week. Which means that when David’s salary is stopped their projected weekly surplus is going to be far more severe. 

Social

David lives with his Wife and two young Sons whom he says he has a close relationship with. Although David attempts to remain as independent as possible, it is evident his Wife provides him with a lot of physical and emotional support. Due to her caring responsibilities, she informed me she is unable to work but she will review this decision in the future. David has no physical contact with anyone outside of his immediate family his Wife informed me ‘he is not ready for people to see him in a wheelchair’. 

Summary of Need

It is my recommendation that you fund David’s external stairlift. Malone Stairlifts have provided a quote the sum of £5603.58, please see attached. An alternative quote for £5200 has also been provided. However, the quote for £5603.58 includes a more comprehensive service such as the fitting of electricals. If we went with the quote provided by Acorn David would have to source an Electrician to fit all the electricals needed for the external stairlift to function. In addition, David noted that the staff from Malone Stairlifts were compassionate and provided excellent customer service. 

Funding the stairlift would have a significant impact on David’s life by

  • Stopping David and his Wife from getting even more anxious about their financial situation.
  • Drastically improve David’s life by giving him the ability to go outdoors in his wheelchair with his family.
  • Improve David’s mental and physical health by giving him the opportunity to attend medical appointments.
  • Help David gain a sense of independence and enable him to live a dignified life. 

If you require any clarity or further information, please do not hesitate to ask.

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