Case Manager

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Joining #TeamNELFT means you'll become part of a welcoming and supportive working environment. We're CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for five consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

Being responsible for a caseload of children and young people on the dynamic support register within the North East London specialist children care and support team .

The post holder will provide care coordination and act as the key worker across health, social care and voluntary sectors to manage the care and support of children and young people in North East London.

The post holder will ensure that children and young people is at the centre of holistic care planning across organisations such as health, social care and the voluntary sector. This way of working is a better, more coordinated way of providing care and support for children and young people who are risk and governance (RAG)-rated as red and amber on the dynamic support register in North East London and requires people with commitment and passion for working with children and young people.

The post holder will ensure that there is a coordinated multi-agency plan in place to support patients on their caseloads. All involved, including the person and the carer, will design care plans together to keep the person well for as long as possible and achieve outcomes they identify.

The Case Manager role offers a new and exciting opportunity to become part of the whole systems workforce; bringing together health and social care expertise to deliver real change for how care is delivered in North East London.

Main duties of the job

Provide direct case coordination while also supporting the business, operational, and governance requirements of the Keyworking service including:

- Service Delivery & Case Management: Manage a caseload of children and young people on the DSR; Coordinate multi-agency care across health, social care, education, and voluntary sectors; Ensure care plans are co-produced with children, families, and professionals, keeping the young person central; Proactively manage cases to reduce reliance on crisis/emergency care and support timely discharge from hospital.

- Operational Business Support: Maintain accurate, up-to-date records; Produce reports to evidence service activity and outcomes; Assist with the referral management process.

- Governance, Quality & Risk Management: Ensure safe, effective practice in line with Trust policies, professional codes, and safeguarding frameworks; Contribute to audits, service research, and outcome monitoring; Support infection prevention and control standards and participate in risk management; Highlight unmet needs, service trends, and risks.

- Partnership & Stakeholder Support: Work collaboratively with GPs, local authority, schools, voluntary sector, carers, and families; Act as a central point of coordination for professionals to ensure integrated care; Support user and carer engagement in service development; Nurture internal and external networks to strengthen service delivery and integrated pathways.

Working for our organisation

Our Values 2025 - 2030

Working with our colleagues, patients and carers we have co-produced three new values that we aim to embed within our culture here at NELFT.

They are:
We are kind.
We are respectful.
We work together with our communities.

These three values help us to strive to provide the best care by the best people.

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers, and attend a number of drop-in sessions focusing on engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

Probationary Period

This post will be subject to a probationary period.

High Cost Area Supplement - Outer London

This post also attracts payment for High Cost Area Supplement of 15%of the basic salary (minimum payment of £4,714 and a maximum payment of £5,941 - per annum, pro rata for part time).

Detailed job description and main responsibilities

1. Undertaking case management function for children and young people on the dynamic support register and to ensure their health and social care needs are supported effectively.

2. Be responsible for a caseload on the dynamic support register (DSR) list.

3. Provide robust case management approaches of care to MDT discussions and proactively ensure all elements of patient care on their case load is in place.

4. Initiating and providing appropriate key working, support pan and holistic interventions to improve quality of life with partner agencies.

5. Developing a personal care plan in partnership with the patient, carers, relatives and health and social care professionals that includes preventative measures and anticipates future requirements.

6. Proactively case manage patient to ensure less reliance on emergency and crisis care.

7. Update patient records and inform other professionals of changes in condition.

8. Support patients under the key working model and care, (education) and treatment reviews (C(E)TRs).

9. Share up to date, accurate information with patients (and their family members and carers as directed) about their care and outcomes, signpost and direct patients appropriately.

10. Work with family members and carers as directed by the patient in a collaborative and compassionate way.

11. Assist in the coordination of all services the patient is receiving.

12. Work collaboratively with all professionals, carers and relatives.

13. Work in partnership with the patient's GP and other health and social care professionals to mobilise resources as needed.

14. Ensure a team approach across the primary and community health care team.

15. Proactively and regularly monitor the patient's care and support, by telephone or in person.

16. Maintain responsibility if the patient is admitted to hospital, provide baseline health data to support integrated care and facilitate timely discharge.

17. Work with colleagues as the programme and role develops to share knowledge and learning, particularly around social/voluntary aspects of care.

18. Ensure the patient remains at the centre of care and outcomes.

19. Operates effectively in a flexible and demanding environment, proactively engaging with a broad range of health and social care colleagues.

20. Ensure collaboration is prioritised and works in partnership to achieve the best outcome for patients across the whole system.

21. Committed to working and engaging constructively with internal and external stakeholders on a range of complex issues.

22. Nurtures key relationships and maintains networks internally and externally, including national networks.

23. Link with managers and members of other functions, to address inter-dependencies and ensure alignment.

24. Works with primary care to support patients to make decisions about their care and access services as required.

25. Work with patients and colleagues in a reflective way to test and adapt approaches.

26. To engage with a wide range of stakeholders, including users and carers in the mental health care agenda and those under the dynamic support registers.

27. To effectively and appropriately planning care and support including signposting, key working and care navigation.

28. To ensure the use of RIO and ICAN databases, producing reports/figures/statistics/ performance/flow rates and data on patients' outcomes

29. To conduct agreed service research and generate appropriate reports and audits on RIO and ICAN to ensure user standards are delivered.

30. To ensure service users and carers are fully engaged in the development and delivery of the service. This will include supporting the development of user led self-help groups for a range of mental and physical health problems.

31. Deliver safe practice that reduces risk for service users, carers and staff, and improves people`s experience of the service and leads to better mental and physical health outcomes.

32. To be an integral part of the referral management process, to support and manage the delivery of the single point of access referral process.

33. To ensure that trends in need, service use and unmet needs are collated and conveyed to the relevant parties and to work with the service to develop strategies to meet address any unmet need.

34. To develop and maintain effective partnership between the service staff, schools, local authority teams and partner agencies.

Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer to this when completing your application.

Use of AI

Please see attached document regarding acceptable use of AI
during the recruitment process.

Person specification

Qualifications

Essential criteria

• Evidence of Study at Degree Level or equivalent
• Previously worked in similar position within the public or health sector

Desirable criteria

• Registered Nurse (RMN Mental Health, LD, RGN) or AHP or Dip SW, CSS or CQSW
• Masters or equivalent experiences

Experience

Essential criteria

• Extensive experience of working with young people with complex, acute mental health, ASD or LD needs and behaviours that challenge
• Knowledge and understanding of the issues facing Children and young people who may need care and support
• Understanding of the background to and aims of current healthcare policy in London and nationally on DSR and key working and appreciate the implications of this on engagement
• Understanding of risk assessment and management within community setting
• Understanding of the social care and voluntary sector landscape

Knowledge

Essential criteria

• Able to provide and receive highly complex, sensitive or contentious information, negotiate with stakeholders on difficult and complex issues, and present complex and sensitive information to large and influential groups
• Able to negotiate on complex issues including performance and change in order to achieve good outcomes for patients

Desirable criteria

• Physical Health assessment

Skills

Essential criteria

• Ability to facilitate positive multi-disciplinary working relationships across all service areas
• Ability to problem solve and to respond to sudden unexpected demands
• Experience of care navigation and understanding of the local services available for Children and Young People

Benefits

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

• A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff.
• A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a 'Top 10 Family Friendly Employer' from the Working Families Charity.
• Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors.
• Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that's a job share, part time hours or another flexible pattern.

Supporting our Armed Forces

We recognise the valuable contribution that the Armed Forces community make to our organisation. We have signed the Armed Forces Covenant and achieved Gold Award under the Armed Forces Employer Recognition Scheme. We have supportive policies, guaranteed interview schemes for veterans. reservists and military spouses and give additional leave to our Reservists so that they can attend their annual camp.

Equal opportunities employer

We are committed to equal opportunities and diversity and positively encourage applications from all sections of the community regardless of any protected characteristic.

We are a Disability Confident employer and have made the pledge to commit to employing more people with disabilities. If you require this application in another format i.e. Braille or audio tape please contact the recruitment team on 0300 300 1530 or email recruitment@nelft.nhs.uk.

Correspondence with us

You are advised to regularly check your emails (including any junk mail/spam folders) for correspondence related to this post.

As part of our recruitment process, we may be required to share information you provide on the application form with NHS Counter Fraud Authority (NHSCFA) and/or other organisations for the purpose of the prevention, detection, investigation and prosecution of fraud or any other unlawful activity affecting the NHS. We also use third party providers to check and verify your qualifications who may be contacting you on our behalf to verify the same.

Employer certification / accreditation badges

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

• Key Working Case Manager JD (PDF, 366.6KB)
• Candidate Recruitment Pack (PDF, 671.2KB)
• Acceptable Use of AI in Recruitment (PDF, 3.9MB)