Purpose
The procedure provides an overview of the flow of activities for working a case remotely.
Benefits
Remote casework allows beneficiaries to be reached regardless of location and circumstance. It is possibly more efficient, cost effective and can make some clients feel more at ease. The beneficiary also does not need to travel.
It may also be necessary to work a case remotely due to risk, and rapport can still be built between caseworker and client. From a Casework perspective, there is less time demanded from the caseworker, who can be from any Regional Office to provide relief.
Limitations
When working a case remotely it is important to bear in mind that the Caseworker will be unable to see the conditions of the environment, therefore may not identify other needs as readily.
- Potential safeguarding opportunities may be missed.
- Shadowing may not be as easy or possible.
Limitations that a beneficiary may experience are:
- Being digitally excluded.
- Incurring cost to post documents.
- Difficulty in collating information.
- Being hard of hearing for phone conversations.
Remote Casework Process
The Regional Office will triage the beneficiary, obtain verbal consent to create a case and an email or letter will be sent to beneficiary including “notes to clients”/”how data is used” document will have provided.
During triage, the Regional Office will ask to assess if it is suitable for the case to be worked remotely.
- Prior to remote caseworking appointment for Form A completion
Check that all required supporting documentation has been received. If not, identify which items are missing and request these from beneficiary.
Contact beneficiary. Identify yourself and explain that you are the assigned caseworker, and that the casework will be carried out remotely (by phone or email).
Discuss suitability for conducting casework remotely to ensure that the client is not disadvantaged by hearing/speech or other difficulty and is able to forward supporting documents by email or post if not already received.
Explain process of completing Form A and length of time estimated (2 hours max).
Explain casework cannot be submitted without the relevant supporting documents including VOS, bank statements and quotes.
Discuss provision of documents. Request to send by email or by post.
Beneficiary to have expenditure details ready.
Explain the need for quiet and non-distracting area.
Discuss any need for 3rd party presence to assist (client hard of hearing, assist with providing information, sight loss).
Arrange a time/date with the beneficiary to complete Form A.
Send email/letter to confirm appointment and add to visits on Mosaic.
2. Remote visit – completion of Form A
Contact the client at the arranged time. Check if still convenient to go ahead and explain that a break can be taken and the interview to be carried at suitable speed
Check that the Client is ready without distraction (i.e. not driving/in public, without interruption if possible).
Confirm presence of third party if support is required.
Commence completion of Form A details.
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Complete the Caseworker report.
3. Post completion of Form A
Explain what happens to the Form A and documents i.e. which charities they will be sent to and that there may be further queries or documents requested by the Assistance Providers.
Manage expectations regarding time.
Explain that we are dealing with outside organisations so unable to confirm a time frame or guarantee that support will be received.
Inform client that you will keep in touch and will let them know of any responses.
Complete application on Mosaic.
Attach all relevant documents to case.
Send Case to Regional Office.
Contact client once decision has been reached.
Once goods/debts/services paid for contact client again to check in (Are they happy with service etc).
Request that Regional Office Close the case.