Casework Officer

Job Description

Number of vacancies: 2 x 12.5% time

Reports to: Project Manager

Position & Project Duration: 5.5 months fixed-term (mid-Jan
 2022 to mid-Jun 2022) – position only confirmed in Jan 2022 pending funding results.

Working location: home office

Working hours: 5h/week, flexible working times

Expected salary: £250/month, for 5.5 months.  

  1. Handle received casework enquiries from BN(O)s/Hongkongers via HKB social media channels and email

  2. Provide non-legal advice and assistance for BN(O)s/Hongkongers settling in the UK, by giving them accurate information, as well as exploring, discussing and evaluating options with them to facilitate their arrival, settlement and integration, address their concerns and empower them to make informed decisions

  3. Follow up any necessary enquiries and make possible referrals to affiliated support specialists, including the mental health/wellbeing team, employment coaching/advice service, other professional networks/services and/or legal advice

  4. Keep accurate database of each case, records and filing, including confidential information and documents

  5. Handle, process and store service-users' data and records with care in accordance with GDPR laws and regulations, ensuring all communications are dealt with discretion and with sensitivity

  6. Utilise knowledge and experience from casework to write a set of casework FAQs, and a practical life-in-UK guide

  7. Provide support/training to regional outreach coordinators, and help resolve particularly more complex cases brought by regional outreach coordinators

  8. Provide support/training to casework, admin & promotion officer

  9. Support regional outreach coordinators in organising, attending and participating in community activities when requested by them


*SMP = Strategic Migration Partnerships, which host the welcoming hubs for BN(O)s in 12 regions across the UK, who have hired/are hiring BN(O) Coordinators


Since this is a short-term project (further funding will need to be negotiated with the UK gov), there will be no pension, NI contributions or other benefits from either employers or employees.



Person Specifications


Essential qualifications:

  • Educated to GCE A level or equivalent or above


Essential skills and personal qualities:

  • Fluency in spoken and written English and Cantonese

  • Very good communication skills

  • Ability to effectively engage and support Hongkonger communities and colleagues

  • Ability to handle queries in a timely and accurate fashion

  • Ability to train colleagues and share information on handling casework enquiries

  • Ability to develop discretion handling cases relevant to the referral

  • Ability to work independently, calmly, flexibly and take on challenges with a positive attitude

  • Ability to initiate/self-start and solve problems

  • Ability to organise, meet deadlines and prioritise

  • Good computer literacy and knowledge of Microsoft Office

  • Experienced in using various social media platforms (e.g. Facebook, Twitter, Telegram, Signal)

  • Understanding of and adherence to the principles of confidentiality at all times

  • Understanding and sensitivity of UK’s policies towards Hongkongers since July 2020

  • Understanding and sensitivity of the needs, issues and challenges of Hong Kong arrivals in the UK


Desirable knowledge and experience in:

  • Handling enquiries and casework of Hong Kong arrivals in the UK

  • Community/social work or working in community projects/events

  • Working in multi-cultural projects and environments


Application Process

Please submit a Cover Letter in English in no more than 1 page and a CV to 

before Sunday 17th October 23:59 UK Time, stating the applied vacancy in the title of the email.

If applying for more than one post, please send one email per each post.

Only shortlisted candidates will be notified for the follow-up with online interview(s).

Please note: successful candidates must be able to take up their roles before 17th Jan 2022.


Equal opportunities:

HKB is working towards equality and has policies relating to the equality of opportunity in employment and service delivery. All staff are expected to comply with these policies.


No job applicant or employee receives less than favourable treatment on the grounds of sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation, gender identity or other legally protected characteristics and is not placed at a disadvantage by conditions or requirements that cannot be shown to be justifiable.


Health and Safety:

All staff have responsibility to maintain the health and safety of themselves and others within the performance of their duties in accordance with HKB health and safety policies and to undertake specific health and safety responsibilities as necessary.


Note: This job description will be reviewed from time to time or as necessary and may be amended to meet the changing needs and priorities of the project or organisation. The content is subject to periodic review.