We encourage all Caseworkers to use Mosaic which is our secure records management system for beneficiary data, and under the new NDP process you only need to work in one stage - it is now very straight forward to use due to this.
If you do not currently use Mosaic your Republic of Ireland Branch Office (ROIO) employees will be able to assist you with the process below so that all cases are on Mosaic and kept up-to-date.
Initial Assistance Request
Beneficiary contacts SSAFA Republic of Ireland Branch Office (ROIO) for assistance, or is redirected to them.
Alternatively, a Beneficiary is referred to SSAFA ROIO by an external organisation.
Beneficiary Triage
The ROIO 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
ROIO records triage information in Mosaic for the Caseworker, in ‘Details of Contact’.
Identified risk mitigations are clearly stated.
If the beneficiary has provided the ROIO 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
The ROIO identifies a suitable caseworker based on the information provided by the beneficiary and any relevant risk mitigations.
The ROIO contact the identified caseworker regarding the case via SSAFA email or phone.
When the Caseworker accepts the case, the ROIO 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 remotely.
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 ROIO 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
ROIO carry out a Quality Assurance check
They address any queries with the case, liaising with the Caseworker or beneficiary as necessary.
ROIO moves the case on in Mosaic to the ‘Assistance Required & Pledged’ stage along with the supporting documents.
Assistance Requests Submission
ROIO 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.
ROIO and the Caseworker remain in contact when appropriate / it is required.
Assistance Providers Decisions
ROIO will:
Resolve AP queries
ROIO or the Caseworker will inform beneficiaries of the AP’s decision if unsuccessful
Receive funds in ROIO Client Account
Record pledges
ROIO or the Caseworker informs beneficiaries of pledges and the next steps (procurement)
Procurement
ROIO purchase goods and services.
ROIO records expenditure on Mosaic and uploads relevant paperwork/receipts.
ROIO liaises with Beneficiary or the Caseworker, as necessary, to confirm items/services.
Delivery
ROIO arranges delivery of goods/services.
Goods/services are delivered.
ROIO, 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
ROIO closes the case on Mosaic.
ROIO sends closure email to beneficiary.
ROIO 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, with personalised thanks from the ROIO.
**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 ROIO.