Triage and Holistic Caseworker

Triage and Holistic Caseworker

Location: Reading
Salary: NJC Scale 5 £28,598 - £29,540.  The salary offered will be based on the chosen
candidate's level of experience and qualification.
Contract: 1-year, full-time, renewable subject to funding and appraisal
Hours: 37.5 per week, Monday to Friday (09.00 - 17.00)
Location: Office-based

About Refugee Support Group

At Refugee Support Group we have spent over 30 years supporting refugees and people
seeking sanctuary as they try to rebuild their lives in Reading and the Thames Valley region.

Following a period of organisational growth and expansion, we are looking to recruit one
full-time Triage and Holistic Caseworker to join our Casework Team.

This role will help us maintain our client-focused approach, uphold best practices, and
ensure compliance with statutory regulations in the delivery of our services. More
information about RSG can be found at  www.refugeesupportgroup.org.uk

About the Role

We are looking for a patient, organised, sympathetic, and methodical Triage and Holistic
Caseworker. To provide initial information and advice to clients who wish to access the
casework service. You will ensure that clients meet our eligibility requirements by taking
proof of registration documents. Where not eligible, you will signpost them out
to appropriate services.

You will be the dedicated first point of contact for the casework team and work closely with
Reception to help manage client enquiries by phone, email and in-person.

You will liaise with the rest of the casework team to establish team availability and co-
ordinate client’s appointments and responses in a timely manner. You will refer clients who
have eligible immigration/asylum matters onto IAA-accredited caseworkers. For non-IAA
accredited matters, you will work holistically with clients signposting them where applicable
to more specialised support services in Berkshire. You will work closely with the Holistic and
IAA Level 1 Casework to co-ordinate holistic support which can include supporting with
holistic support offered in the drop-in.

We will offer support and development training to acquire IAA level 1 accreditation through
our partnerships with Refugee Action and their Frontline Immigration Advice Project (FIAP).

How to Apply

Please forward a CV and cover letter (2 pages max) outlining your suitability for the role,
ensuring you refer to all criteria of the job description and person specification.
Please send to: recruitment@rrsg.org.uk

Principle Tasks and Responsibilities:

Leading client triage

•  Respond to client enquiries courteously, professionally, and in a timely manner,
effectively managing incoming messages, calls, emails and in-person enquiries.
•  Conduct a standardised assessment of each client’s needs and eligibility for our

advice.

•  When clients are eligible and in remit, provide initial general information, before

allocating the case to colleagues in the casework team.

•  Ensure that the client signs all necessary consent forms, and they understand the

scope of our work, our commitment to them, and to their data protection.
•  Open a client record in the charity’s Client Management System, log the data
collected, and file consent forms and other records appropriately following
prescribed casework procedures.

•  Work closely with the Casework Team lead to ensure client enquiries are handled

in a timely manner and ensure casework team cohesion. Provide weekly
overviews to the Casework Team lead on current casework capacity.

•  Assist members of the casework team by booking consultation appointments,

providing reminders, and supporting the collection of impact and client feedback
data.

•  When clients are out of remit, signpost clients to relevant external stakeholders.
•  Keep the team informed of the latest enquiry and in-remit case numbers at the

weekly team meeting to support them in managing their caseloads.

Casework

•  Adhere to casework procedures and the IAA Code of Standards.
•  Conduct with competence all tasks permitted under the direction of your

•

manager.
Interview clients in a sensitive and professional manner to enable them to
explain their problems.

•  Negotiate with statutory and non-statutory third parties on behalf of clients as

requested.

•  Advocate on behalf of clients and refer to other agencies as appropriate.
•  Advise clients on relevant services for specialist help and signpost to specialist

advisers or agencies, as appropriate.

•  Provide an advice service to the highest standard in line with 'Reading Advice

Network (RAN)' and 'Safe & Sound' quality standards.

•  Provide practical and emotionally sensitive support to clients while they traverse

the challenging UK immigration system.

•  Maintain comprehensive records on the case database system.
•  Network and develop partnerships with local, regional and national information

and advice providers.

•  Attending external agency meetings where appropriate and agreed with you line

manager.

•  Report any safeguarding concerns to the safeguarding lead by following RSG

policies/processes.

Training and Development

•  Keep up to date with policies and procedures relating to immigration, welfare

benefits and housing advice issues.

•  Undertake appropriate training.
•  Prepare for and attend regular supervision sessions as required.
•  Keep in touch with local issues, developments and changes in procedure of other

agencies.

Participation in Development and Planning of the Service

•  Participate in casework team and staff meetings as well as other relevant
meetings and events, which may mean working an occasional evening or
Saturday.

•  Attend and input to planning process including the annual planning day.
•  Produce reports as required for funders, management and the RSG Trustees and

attend any meeting as required by the funder.

Administration

•  Maintain detailed case records for the purpose of continuity of casework,

information retrieval, statistical monitoring and preparing reports and to support
other caseworker meeting the IAA code of standards.

•  Participate in the collation of information and produce monitoring reports as per

requirement.

•  Ensure that all work conforms to the services systems and procedures
•  Use RSG database for statistical recording, record keeping and document

production.

•  You will provide support to Reception and Drop-in and act as the point of contact
for them to the casework team. This includes supporting with any type of enquiry
(i.e. door, phone, email, colleague query) especially those which are urgent time-
sensitive client issues. A key part of this will be working from the RSG office.

General

•  Promote the aims and policies of RSG.
•  Always have due regard in the planning and execution of duties to RSG.
•  Carry out any other related tasks as required by the RSG management team and

Trustees.

•  Abide by health and safety guidelines and share responsibility for own safety and

that of colleagues.

•  Undertake such duties as may be identified as generally compatible with the

functions of the post.

•  Abide by RSG policies and procedures.

Required skills, abilities and experience:

1  Ability to work from the office – Reading

2

3

Experience in triaging client enquiries or providing advice in a
legal advice setting.
At least 2-years of experience providing provision of client
focused advice service

5  Experience working with asylum and immigration field

6

7

An understanding of how the UK's Asylum and Immigration
system works.
Excellent verbal and written communication skills in the
English language.

8  Proficient in MS/other office applications
9  Excellent time management and organisational skills.
10  Strong ethical standards
11  Fluent in other languages other than English
121 Works well independently but also as part of a team
13  Ability to handle own casework, multitask and meet deadlines
Ability to problem solve and engage critically to support the
team meet client expectations
Ability to handle challenging clients, situations and
environments

15

14

Essential  Desirable

X

X

X

X

X
X
X

 X

X

X

X

X
X

X

It is very important that you set out how you meet each of these requirements when you
complete the job application form

Refugee Support Group

Terms and Benefits

•  Probation Period: 3 months

•  Notice Period: 1 month (either side)

•  Working hours: 09.00 – 17.00 with 30 minutes lunch break

•  Annual Leave: 25 days + bank holidays

•  Additional Leave: 1 extra day per year of service (up to 5 days)

•  Pension: 6% employer contribution

•  Employee Assistance Programme (EAP): 24-hour confidential support line and

access to counselling

•  Cycle to Work Scheme

•  Christmas Shutdown: At the trustees’ discretion

•  Welfare Days: 2 per year

Additional Documents

•  Equal Opportunities Monitoring Form (.docx)

Key Dates

•  Posted On: 17 December 2025

•  Closing Date: 22 January 2026 ,5.00pm

•

Interview Date: 27 January 2026