Introducing Charlotte: What it means to be a Managing Better Caseworker

Charlotte joined Care & Repair North East Wales in June 2021. We spoke to her about what it’s like being a Managing Better Caseworker and what she enjoys most about the role.


Q. Why did you become a Managing Better Caseworker?

I became a Managing Better caseworker because I have a passion to help others. I love to do my absolute best for others to improve their quality of life as much as I can, and this role enables me to do that.

Not everybody has family or friends available to help them. I love to help everyone I can, but I especially love to help those who are isolated and may not have knowledge of the help there is available or that they may be entitled to.


Q. What does your role entail and who are you helping?

Typically, I deal mostly with sight and hearing loss combined with other health problems. The sort of help I provide ranges from electronic support, this may be, sourcing equipment such as iPads, smartphone, specialised doorbells etc. Sometimes clients may already have technical equipment but need help to set it up, such as an Amazon Echo device, this works really well for individuals with sight loss.

Where I can support, I will, but where I can’t, I’ll then sign-post them onto other agencies or our partners such as RNIB. I can also improve lighting in the home which can be extremely beneficial to individuals with sight loss, lighting can make a lot of difference in certain cases. I often help to arrange or source funding for house repairs. This can range from a roof repair to a new front door.

I have also provided specialist chairs for clients with conditions such as Parkinson’s Disease. This was imperative for these individuals, but the chairs are extremely expensive, so benevolent funding was necessary. In colder months, there are typically lots of referrals for broken boilers so I will refer clients to Nest for support. Alongside this, I always try to maximise my client’s income where possible and ensure they’re on the correct benefits if they are eligible to receive them.

“I really do love everything about my role, but mostly, it is the feedback from clients and the gratitude they have when you have been able to support and help them with their needs.”


Q. What specialist training have you had for the role?

I have had lots of training. I’ve completed The Lighting Journey, Dementia Awareness, Water Bill Assistance, Falls Training, Understanding Falls Risks and Safeguarding for Adults. I have also completed the Introduction to British Sign Language, this was a 10-week course. I am currently completing my Level 3 Diploma in Advice and Guidance and will also be partaking in the Trusted Assessor training in the next few months.


Q. In what ways do you connect with the Managing Better partners (RNID, RNIB Cymru, Stroke Association, Alzheimer’s Society Cymru)?

I attend regular ‘Tech Drop In’ training sessions with Hannah Rowlatt from RNIB. These are extremely useful. I have had Zoom meetings and met with people from RNID, Stroke Association, Alzheimer’s Society and often receive referrals from these partners as well as send anyone their way who I think their support may be of value to. I am hoping now that Covid regulations seem to be easing, there will be more face-to-face contact at networking events.


Q. What do you enjoy most about being a Managing Better Caseworker?

I really do love everything about my role, but mostly, it is the feedback from clients and the gratitude they have when you have been able to support and help them with their needs. It is a really rewarding role and I really enjoy it.  I love doing home visits and getting to meet and interact with all my clients.