Initial Assistance Request
Beneficiary contacts SSAFA Overseas Regional Office (RO) for assistance.
If the beneficiary contacts the branch, they must be signposted to the Overseas Regional Office.
Alternatively, a Beneficiary is referred to SSAFA Overseas Regional Office by an external organisation.
Beneficiary Triage
Overseas Regional Office triages beneficiary:
Identifies need.
Gains verbal consent –Verbal consent information is read verbatim.
For cases relating to SSAFA France and SSAFA Germany the verbal consent is recorded and attached to the Mosaic case to meet local data protection requirements.
Establishes eligibility.
Asks safety check questions.
Explains what documents the beneficiary will need to provide.
Sends follow up email/letter that includes 'Notes for Clients', 'What SSAFA does with you information' and next steps.
Mosaic COBSEO Contact
Overseas 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
For Germany, Cyprus and Thailand, a Caseworker is contacted regarding the case via email or phone.
For France, the RO contacts the branch / Sécretaire de division to discuss which caseworker is to be allocated the case. The RO then contacts the caseworker.
When the Caseworker confims acceptance of the case, the RO will assign them the ‘Application for Assistance’ on Mosaic.
Caseworker reads through the triage information and checks for any mitigations, discussing any queries with the RO and/or Branch.
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' when speaking with the beneficiary.
Client Assessment Performed
- The Caseworker attends the arranged meeting and:
- Discusses needs
- Completes the Form A 'Declaration' section for beneficiaries located in France and Germany - recorded verbal consent has already been obtained, this is an additional assurance measure due to these branches separate legal status in their countries.
- 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.
Before moving the case to Stage 3 'Assistance Required and Pledged' the Caseworker contacts the RO to inform them that the case is ready for a quality assurance review.
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
Overseas RO carry out a Quality Assurance check.
They address any queries with the case, liaising with the Caseworker or beneficiary as necessary.
The Overseas RO during this process downloads all supporting documents from Stage 2 'Application for Assistance'.
Overseas RO moves the case on in Mosaic to the stage 3 ‘Assistance Required & Pledged’.
Overseas RO uploads all supporting documents to stage 3 'Assistance Required & Pledged'.
Overseas RO lets the caseworker know that the QA review is complete and the case is ready for almonisation.
Assistance Requests Submission
Caseworker submits requests to Assistance Providers.
The Overseas RO on a regular basis will check whether the caseworker requires any support to help progress the case.
RO and the Caseworker remain in contact when appropriate/it is required.
It is important that both the Overseas RO and the caseworker ensure that any case updates are entered into the notes section.
Assistance Providers Decisions
Caseworker will resolve AP queries
Caseworker will inform beneficiaries of the AP’s decision if unsuccessful
The branch will receive funds into their overseas Branch Client Account
The caseworker will record all pledges on Mosaic, including those from non Mosaic APs
Caseworker informs beneficiaries of pledges and the next steps (procurement)
The Overseas RO is there to provide advice, or step in and support with communications should the caseworker be unavailable.
Procurement
Branch purchase goods and services.
Branch records expenditure on Mosaic and uploads relevant paperwork/receipts.
Branch / Caseworker liaises with Beneficiary, as necessary, to confirm items/services.
The Overseas Regional Office is there to assist or act as cover during this stage.
Delivery
Caseworker/Branch arranges delivery of goods/services.
Goods/services are delivered.
The Caseworker, confirm receipt with beneficiary and confirms that their needs are met.
The caseworker informs the Overseas RO that beneficiary needs are met and the case is complete.
The branch ensures that any grant funds remaining are actioned appropriately, either returned or retained, and Mosaic is updated.
Case Closed
The Overseas RO sends out the case closure email / letter to the beneficiary copying in the branch/caseworker.
Overseas RO closes the case on Mosaic.
Overseas RO sends closure email to beneficiary using the appropriate closure letter depending on whether consent was given to receive the beneficiary survey link.
**Safeguarding**
The casework process could vary at any stage if a safeguarding issue is raised, as handling the safeguarding issue takes priority.
Branches overseas will work with the SSAFA safeguarding team in conjuction with local requirements - open information flow is critical in ensuring best possible outcomes for all stakeholders.
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.