Initial Assistance Request
Beneficiary contacts SSAFA Northern Ireland Branch Office (NIO) for assistance, or is redirected to them.
Alternatively, a Beneficiary is referred to SSAFA NIO by an external organisation.
Beneficiary Triage
The NIO triages beneficiary:
Identifies need.
Gains verbal consent – Verbal consent information is read verbatim.
Establishes eligibility.
Asks safety check questions.
Explains what documents the beneficiary will need to provide.
- Sends follow up email/letter.
Mosaic COBSEO Contact
NIO records triage information in Mosaic for the Caseworker, in ‘Details of Contact’.
Identified risk mitigations are clearly stated.
If the beneficiary has provided the NIO 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, remotely or in a public place.
Caseworker Allocation
The NIO contacts the relevant Regional Peer Support Volunteer (RPSV) for advice on caseworker allocation.
The NIO contact the identified caseworker regarding the case via email or phone.
When the Caseworker accepts the case, the NIO 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 Caseworker 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 contacts the NIO to inform them that the case is ready for the next stage.
Documents can be uploaded directly into Mosaic when you are with the beneficiary - guidance HERE. However, if you are sent information to your GoAssemble email you will need to follow the protocol of downloading to your personal device, immediately uploading to Mosaic 'Application for Assistance' and then DELETING the file from your personal device.
Case Quality Assurance Check
NIO carry out a Quality Assurance check
They address any queries with the case, liaising with the Caseworker or beneficiary as necessary.
NIO moves the case on in Mosaic to the ‘Assistance Required & Pledged’ stage along with the supporting documents.
Assistance Requests Submission
NIO submits requests to Assistance Providers.
The Caseworker can follow the progress of the case in ‘Read-Only’ mode for the 'Assistance Required and Pledged' stage.
NIO and the Caseworker remain in contact when appropriate / it is required.
Assistance Providers Decisions
NIO will:
Resolve AP queries
NIO or the Caseworker will inform beneficiaries of the AP’s decision if unsuccessful
Receive funds in NIO Client Account
Record pledges
NIO or the Caseworker informs beneficiaries of pledges and the next steps (procurement)
Procurement
NIO purchase goods and services.
NIO records expenditure on Mosaic and uploads relevant paperwork/receipts.
NIO liaises with Beneficiary or the Caseworker, as necessary, to confirm items/services.
Delivery
NIO arranges delivery of goods/services.
Goods/services are delivered.
NIO, or the Caseworker, confirm receipt with beneficiary and that their needs are met.
Any grant funds remaining are actioned appropriately, either returned or retained, and Mosaic is updated.
Case Closed
NIO closes the case on Mosaic.
NIO sends closure email to beneficiary.
NIO sends closure email to beneficiary using the appropriate closure letter depending on whether consent was given to receive surveys.
Outcome Communication
A copy of the case closure email is forwarded to the Caseworker (RPSV cc'd in), with personalised thanks from the NIO.
**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 NIO.