Welfare Navigator

JOB PROFILE: WELFARE NAVIGATOR
Role:	Welfare Navigator	Date profile last reviewed:	January 2026
Name:		Reports to:	Enquiry and Referral Hub Team Leader
MAIN SUMMARY OF ROLE: To provide support to existing and potential beneficiaries by providing advice and information via the RAF Benevolent Fund Welfare Helpline, email and web chat. The role includes providing information on the
availability of statutory support, charitable support from other military and non-military charities, in addition to advising on financial and support services available through the Fund and how to access these areas of support. The Welfare Services Navigator will also be responsible for providing ongoing support where this
is required and liaising on the beneficiary's behalf with Case Working Organisations, RAF Benevolent Fund Case Workers, Statutory Bodies, other Organisations and in house Welfare Teams. KEY ACCOUNTABILITIES/RESPONSIBILITIES:
Holistic Triage and Assessment: ● Welfare Navigators conduct comprehensive triage assessments to understand the full scope of a beneficiary's needs, recognising that individuals often face multiple, interconnected challenges.
Engaging with beneficiaries in a compassionate and non-judgmental manner to understand their complete situation, not just their presenting issue. Identifying both immediate and underlying needs across multiple domains including financial hardship, physical health, mental wellbeing, housing, relationships, and social isolation.
Maintaining contact with beneficiaries throughout their support journey, checking on progress, identifying emerging needs, and adjusting support plans accordingly. Multi-Service Coordination:
Recognising when beneficiaries may benefit from multiple RAFBF services simultaneously (e.g. emotional support alongside financial assistance, or mobility aids in conjunction with home
adaptations). Eligibility Assessment
Determining beneficiary eligibility for RAFBF services based on service history, dependency status, and current circumstances, while applying discretion and escalating complex cases appropriately. Managing Multiple Enquiry Routes
Welfare Navigators must effectively manage and respond to enquiries received through diverse channels, each presenting unique considerations.
Handling inbound calls to the main enquiry line, conducting real-time triage, providing immediate information and reassurance, and capturing accurate information during dynamic conversations.
Responding to written enquiries with appropriate tone and detail, managing ongoing email correspondence, and ensuring all communications are professional and compliant with data
protection requirements.
Processing online applications (such as Headspace requests, counselling referrals, and general enquiry forms), verifying submitted information, and follwing up where additional details are required.
Identification of Safeguarding Concerns: Recognising indicators of abuse, neglect, exploitation, self- harm, or risk to others during interactions with beneficiaries, including signs of domestic violence,

• The integrity of beneficiary data is essential for effective service delivery, reporting, compliance, and organisational learning.

Capturing complete and accurate beneficiary information at first contact, including personal details, service history, contact preferences, and presenting needs.

Case Documentation: Maintaining detailed, contemporaneous records of all interactions, assessments, decisions, and actions taken, ensuring that case notes are clear, factual, and provide sufficient context for continuity of care.

GDPR Compliance: Adhering to data protection legislation and organisational policies regarding consent, data minimization, secure storage, and appropriate sharing of personal information.

COMPETENCIES REQUIRED FOR THE ROLE
Essential		Desirable
	Adhering to Principles and Values	Learning and Researching
	Working with People	Achieving Personal Work Goals and Objectives
	Following Instructions and Procedures	Relating and Networking
	Adapting and Responding to Change	Deciding and Initiating Action
	Coping with Pressure and Setbacks	Creating and Innovating
	Delivers results and meets customer expectations	Writing and Reporting

Academic or Professional Qualifications (or equivalent):
Essential
	A minimum of three GCSEs grades A – C, or	Desirable Evidence of Continuing Professional Development (CPD)
equivalent, including English Language. Knowledge/ Experience:
	Essential	Desirable
	Knowledge of statutory and charitable support	Previous experience of working within a welfare
	available across the military sector and its	organisation. A good understanding of the
	challenges.	charitable sector and to where people can be
		referred for support.
	Experience in use of databases, i.e. retrieval,	RAF knowledge / experience.
interpretation and actioning of
	data/correspondence. Particularly CRM systems Previous experience of dealing with welfare needs and dealing with difficult or vulnerable clients	An understanding of the need for empathetic approaches to vulnerable people
	Previous administrative experience, including data
	entry, with high attention to detail around data
recording.
	Excellent IT knowledge, including Outlook, Word,
Excel and electronic filing systems and client/customer databases.

Signature

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

Date: