PDF version - United Kingdom Parliament

The Office of
Employee Name
Job Title
Reporting to
Main Purpose
Staff Responsibilities
CASEWORKER
JOB DESCRIPTION
SUPPORTS MEMBER IN CONSTITUENCY DUTIES
MP
Key Tasks
• Provide advice and support to constituents on a variety of issues through liaison with Government agencies,
the voluntary sector and others to resolve matters.
• Provide information, advice and support for individuals on a range of financial, health, housing and other
issues.
• Liaise with the appropriate Government agencies, the voluntary sector and others to resolve matters for
constituents.
• Draft correspondence and manage constituency diary
Key Responsibilities
• Attend surgeries and other meetings to assist the Member in dealing with constituents’ issues.
• Deal with daily queries from members of the public by phone or in person, taking the appropriate initial
action to resolve, document or escalate their concerns or enquiries.
• Gather relevant information from constituents in order to progress or close the case.
• Manage own caseload and progress of casework, ensuring all cases are logged updated with any actions
taken and outstanding queries are followed up, with urgent cases reported to the Member.
• Draft responses or respond to constituents on any issues raised on behalf of the Member.
• Maintain an up-to-date knowledge of relevant guidelines/legislation as appropriate in dealing with casework.
• Ensure cases are dealt with in a sensitive and confidential manner.
• Analyse patterns of enquiries and produce reports.
• Ensure records of contact with constituents are kept, with details of each case by adhering to the Data
Protection Act principles and respect the confidentiality of data at all times.
• Undertake general administrative/secretarial tasks e.g. managing the diary.
• Assist with the work of other colleagues as required and communicate appropriately with internal and
external contacts.
• Competent use of IT including casework management systems, Microsoft Office package, email and internet
to support the above.
Any other duties related to the post and appropriate to the pay band as directed and agreed by the Member.
Member Signature
Once completed and signed, please give one
copy to the employee, retain one copy for
your records and send a copy to the IPSA.
Date
This document should be reviewed and/or
updated annually.
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