Veterans and Armed Forces Service Coordinator

Job description

Job responsibilities

Family Focus Families of Wounded, Injured & Sick Personnel

• Support delivery of the Family Focus programme.
• Work directly with families of wounded, injured and sick serving personnel and veterans.
• Coordinate referrals between secondary care, GP practices and community partners.
• Support families to navigate SEND pathways (including EHCP processes), CAMHS referrals and local authority systems.
• Facilitate referrals to Citizens Advice for accredited financial and welfare advice.
• Assist in organising outreach sessions and mobile health check clinics.
• Maintain structured project trackers and support outcome monitoring.
• Support preparation of funder returns, including Impact Hub submissions.
• Draft anonymised case studies and impact stories to evidence learning and outcomes.

2. Care Navigation & Caseload Support

• Hold a small caseload of veterans and Armed Forces families requiring care navigation support.
• Undertake holistic, person-centred conversations to identify needs and barriers.
• Provide trauma-informed care navigation and advocacy.
• Support individuals to access GP registration, coding and appropriate services.
• Facilitate referrals to NHS services, Armed Forces charities and community organisations.
• Maintain accurate case records and outcome tracking.
• Identify and escalate safeguarding or clinical concerns appropriately.
• Support the Service Manager to identify emerging themes and system barriers.

3. Stakeholder & Network Coordination

• Support the Service Manager to coordinate stakeholder engagement across the Armed Forces portfolio.
• Assist in organising forums, network meetings and engagement events.
• Maintain stakeholder databases and local service mapping.
• Support communications and information sharing across partners.
• Promote collaborative working to ensure individuals do not fall between services and are guided to the right support at the right time.
• Track engagement activity and support preparation of stakeholder reports.

4. Monitoring, Reporting & Impact

• Maintain referral trackers and case management systems.
• Support collation of quantitative and qualitative data.
• Draft narrative report sections as directed.
• Write anonymised case studies demonstrating impact and learning.
• Support preparation of updates for funders, partners and governance structures.
• Ensure compliance with safeguarding, confidentiality and information governance standards.

Person Specification

Personal Qualities & Attributes

Essential

• Ability to build trust and rapport with individuals and families in a non-judgemental, person-centred way.
• Compassionate, empathetic and emotionally resilient when working with complex or distressing circumstances.
• Strong organisational skills with the ability to manage a small caseload alongside project responsibilities.
• Ability to work independently within defined boundaries while knowing when to escalate concerns.
• Clear and confident communicator, both verbally and in writing.
• Commitment to reducing health inequalities and improving access for marginalised groups.
• Ability to work collaboratively across organisations and professional boundaries.
• Respect for diversity and ability to engage effectively with people from different backgrounds and communities.

Desirable

• Lived experience of the Armed Forces community (as a partner or spouse, family member of a veteran, reservist or service member of the Armed Forces, or through having close working relationships),
• A strong understanding of Armed Forces culture and transition.
• Experience working within trauma-informed or inclusion-focused services.

Experience

Essential

• Experience in care coordination, community development, health, social care or a related field.
• Experience supporting individuals to navigate complex systems (e.g. health, education, housing, welfare).
• Experience managing a caseload or providing structured one-to-one support.
• Experience collecting and recording data accurately.
• Experience contributing to written reports or summaries.

Desirable

• Experience supporting Armed Forces families or veterans.
• Experience working in partnership with statutory and/or voluntary sector organisations.
• Experience supporting families with SEND processes (e.g. EHCP pathways, CAMHS referrals).
• Experience working alongside GP practices or within primary care settings.

Skills

Essential

• Understanding of personalised care and care navigation principles.
• Awareness of safeguarding processes and appropriate escalation pathways.
• Understanding of the wider determinants of health and how these affect families.
• Ability to write clear, structured and concise documentation.
• IT competence, including Microsoft Office and basic data recording systems.
• Ability to maintain confidentiality and work in line with information governance standards.

Desirable

• Knowledge of Armed Forces-specific support pathways and charities.
• Knowledge of GP coding systems and primary care processes.
• Understanding of SEND legislation and local authority processes.

Qualifications

Essential

• Willingness to undertake ongoing professional development.

Desirable

• Training in motivational interviewing, coaching or strengths-based approaches.
• Trauma-informed practice training.
• NVQ Level 3 in Health and Social Care (or equivalent qualification) or equivalent relevant experience.

Other requirements

Essential

• Enhanced DBS clearance.
• Willingness to travel across Sussex, Surrey, Kent and Medway as required.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Alliance for Better Care CIC

Address

Horley Health Hub

120 Victoria Road

Horley

Surrey

RH1 1EB

Employer's website

https://allianceforbettercare.org/ (Opens in a new tab)