Case Management Officer

Case Management Officer (Disabled Facilities Grants)

Housing Adaptation Service

📍 Location: Hounslow, Hybrid Working (2/3 days per week office), with visits round borough 💷 Pay Rate: £21.41 per hour PAYE / £28.48 per hour Umbrella ⏰ Hours: 36 hours per week, Monday to Friday 📅 Contract: 3 months initially (with possible extension) ✅ Start: ASAP

About the Role

We are recruiting for an experienced Case Management Officer to join Hounslow's Housing Adaptation Service, supporting vulnerable and disabled residents through the Disabled Facilities Grant (DFG) process. Working as part of a dedicated team of four, you will manage a varied caseload of up to 40 live cases at different stages of the grant process.

This is a rewarding frontline role where you will act as the key point of contact for residents requiring home adaptations, guiding them from initial enquiry through to completion of works. The role involves regular home visits across the borough to assess needs, provide support, and ensure adaptations are delivered effectively.

Following completion of scheduled visits, there is flexibility to work from home.

Key Responsibilities

Manage a caseload of up to 40 Disabled Facilities Grant cases from enquiry through to completion. Act as the first point of contact for residents seeking advice, guidance and support. Conduct home visits to vulnerable and disabled residents across the borough. Assess eligibility for grants and undertake financial means testing. Explain complex grant processes and funding options clearly to residents. Liaise with Occupational Therapists, Surveyors, Social Care teams, Housing Associations and contractors. Monitor case progression and ensure projects are delivered within agreed timescales. Raise purchase orders, review invoices and support financial administration processes. Arrange and monitor the installation of specialist equipment such as stairlifts, through-floor lifts and ceiling track hoists. Maintain accurate case records and ensure compliance with relevant legislation and council policies. Support the management of adaptation waiting lists and priorities.

About You

Experience managing complex caseloads within housing, social care, grants, adaptations, or a related public sector environment. Knowledge of the Disabled Facilities Grant (DFG) process or a willingness to quickly develop expertise in this area. Experience supporting vulnerable residents and delivering customer-focused services. Strong administrative and organisational skills with the ability to manage multiple cases simultaneously. Experience reviewing financial information and carrying out means-testing or similar assessment processes. Excellent communication and stakeholder management skills. The ability to work independently while contributing positively to a collaborative team environment. Good IT skills and experience maintaining accurate records and case management systems. A full ability to travel throughout the borough to undertake home visits. Driving desirable

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