JOB PROFILE: WELFARE SERVICES NAVIGATOR

Role:    Welfare Services Navigator

Name:

MAIN SUMMARY OF ROLE:

Date profile last
reviewed:

Reports to:

August 2025

Beneficiary Relationship
Manager

The Welfare Navigator is responsible for supporting existing and potential beneficiaries by
providing advice and information through the RAF Benevolent Fund’s Welfare Helpline,
email, and web chat services. This includes offering guidance on the availability of statutory
support, assistance from military and non-military charities, and financial and welfare
services provided by the Fund—along with instructions on how to access these resources.
The role also involves delivering ongoing support where needed, and acting on behalf of
beneficiaries by liaising with Case working Organisations, RAF Benevolent Fund Caseworkers,
sector partners, statutory bodies, other relevant organisations, and internal Welfare Teams.

KEY ACCOUNTABILITIES/RESPONSIBILITIES:

•  Serve as the first point of contact for enquiries from members of the RAF family (serving

and veteran), the public, and caseworkers. Respond positively and enthusiastically
through web-based platforms, telephone helpline, email, and post, demonstrating a
genuine passion for helping others from the very first interaction.

•  Communicate confidently and empathetically with callers facing complex needs or

difficult circumstances, including those who may be vulnerable or challenging to engage.

•  Refer individuals to appropriate internal services within the RAF Benevolent Fund, or to

partner agencies, for casework assistance and additional support.

•  Where enquiries fall outside the RAF Benevolent Fund’s remit, provide referral to

alternative organisations. Offer clear advice and guidance on available support options
and how to access them.

•  Follow up on previous enquiries to ensure actions have been taken and offer further

support to beneficiaries as required.

•  Accurately create and maintain contact records in CARE (our CRM database), ensuring all

beneficiary information is current and entered with precision.

•

Identify appropriate caseworkers to conduct welfare assessments and make referrals via
Mosaic (the shared military charity database) to initiate casework visits.

•  Collaborate with both internal and external caseworkers regarding the scope of the

Fund’s support and the progress of ongoing applications.

•  Maintain a strong and up-to-date knowledge of the RAF Benevolent Fund’s welfare

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services and support offer.

•  Actively engage in ongoing professional development through relevant training

programmes and identified learning opportunities.

•  Build and maintain a comprehensive understanding of the RAF Benevolent Fund’s wide
range of support services, as well as alternative sources of assistance, staying informed
of any updates or changes within the welfare support landscape.

COMPETENCIES REQUIRED FOR THE ROLE

Essential
•  Following Instructions and Procedures
•  Coping with pressures and setbacks
•  Planning and organising
•  Writing and reporting
•  Working with people
•  Adhering to Principles and Values
QUALIFICATION(S), KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED FOR THE ROLE

•  Deciding & Initiating Action
•  Coping with Pressures & Setbacks
•  Adapting & Responding to Change
•  Presenting & Communicating Information
•  Achieving Personal Work Goals & Objectives

Desirable

Academic or Professional Qualifications (or equivalent):

Essential

Desirable

•  A good level of general education –
minimum of three A-Levels or
equivalent.

Knowledge/ Experience:

Essential

•  Solid knowledge of statutory and

charitable support available within the
welfare and military charity sectors.
•  Experience using database and CRM

systems, including retrieving,
interpreting, and actioning data and
correspondence accurately.

•  Prior experience handling helpline calls
or supporting vulnerable individuals in
sensitive or challenging circumstances.

•  Strong background in administrative

tasks, including data entry, with a high
level of accuracy and attention to
detail.

•  Evidence of Continuing Professional

Development (CPD)

Desirable
•  An understanding of the structure, culture,
and unique needs of serving personnel,
veterans, and their families.

•  Awareness of key organisations within the

military charity sector and how they interact
to provide coordinated support.

•  Previous use of Mosaic (shared military

charity database) or similar systems used
for casework and welfare management.
•  Awareness of safeguarding principles and
procedures when working with vulnerable
individuals or sensitive cases.
Understanding of GDPR and best practices
for handling personal and sensitive data
securely and appropriately.

Skills/Abilities:

Essential

•

•  Attention to Detail

Desirable

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Signature

I confirm this job profile has been drawn up with my full involvement and accurately
reflects the responsibilities of the role.

Postholder's Signature:

            NAME:

Line Manager's Signature:

NAME:

Date:

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