Initial Assistance Request
Beneficiary contacts SSAFA Regional Office (RO) for assistance.
Alternatively, a Beneficiary is referred to SSAFA Regional Office by an external organisation.
Beneficiary Triage
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Regional Office triages beneficiary:
Identifies need.
Gains verbal consent –Verbal consent information is read verbatim.
Establishes eligibility.
Asks safety questions.
Explains what documents the beneficiary will need to provide.
- Sends follow up email/letter.
Mosaic COBSEO Contact
Regional Office records triage information in Mosaic for the Caseworker, in ‘Details of Contact’.
Identified risk mitigations are clearly stated.
If the beneficiary has provided the RO with VOS this will be uploaded to the ‘Person Summary’.
Depending on the risk, the record will show if the visit can be conducted face to face, virtually or in a public place.
Caseworker Allocation
A Caseworker is contacted regarding the case via email or phone.
When the Caseworker accepts the case, the RO will assign them the ‘Application for Assistance’ on Mosaic.
Caseworker reads through the triage information and checks for any mitigations.
Visit Arranged
The Caseworker contacts the beneficiary to arrange a visit – this can be face-to-face or virtual.
If a home visit is being carried out, the visit is to be added to Mosaic by the Caseworker.
For home visits, the Caseworker completes the CW Visit Checklist with the beneficiary.
Client Assessment Performed
- The Caseworker attends the arranged meeting and:
- Discusses needs
- Completes Form A/Data Collection Form
- Collects supporting documentation
- Explains next steps
Mosaic & Attachments
The Caseworker completes Sections 1-12 on Mosaic in the ‘Application for Assistance’ stage, writes the Caseworker Report and updates the ‘Assistance Required’ tab.
All supporting documents are attached in the ‘Application for Assistance’ stage.
The Caseworker sends a note on Mosaic to the RO to inform them that the case is ready for the next stage.
Case Quality Assurance Check
RO carry out a Quality Assurance check
They address any queries with the case, liaising with the Caseworker or beneficiary as necessary.
RO moves the case on in Mosaic to the ‘Assistance Required & Pledged’ stage.
Assistance Requests Submission
RO submits requests to Assistance Providers.
The Caseworker can follow the progress of the case in ‘Read-Only’ mode.
RO and the Caseworker remain in contact when appropriate/it is required.
Assistance Providers Decisions
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RO will:
Resolve AP queries
RO or the Caseworker will inform beneficiaries of the AP’s decision if unsuccessful
Receive funds in RO Client Account
Record pledges
RO or the Caseworker informs beneficiaries of pledges and the next steps (procurement)
Procurement
RO purchase goods and services.
RO records expenditure on Mosaic and uploads relevant paperwork/receipts.
RO liaises with Beneficiary or the Caseworker, as necessary, to confirm items/services.
Delivery
RO arranges delivery of goods/services.
Goods/services are delivered.
RO, or the Caseworker, confirm receipt with beneficiary and that their needs are met.
RO is responsible for the final confirmation with Beneficiary.
Any grant funds remaining are actioned appropriately, either returned or retained, and Mosaic is updated.
Case Closed
RO closes the case on Mosaic.
RO sends closure email to beneficiary.
If consent was obtained at triage to contact the beneficiary for Beneficiary Feedback, the RO will call the beneficiary, by phone, to complete the survey.
Outcome Communication
A copy of the case closure email is forwarded to the Caseworker, with personalised thanks, by the Regional Casework Manager or the Regional Casework Coordinator.
If the Regional Casework Manager is actioning this, they will also forward the closure email to the Regional Casework Coordinator.
**Safeguarding**
The casework process could vary at any stage if a safeguarding issue is raised, as handling the safeguarding issue takes priority.
Safeguarding issues can be raised at any point in the process, by anyone involved in the process.
If concerns are raised by a volunteer, they need to inform the RO.