"I’m responsible for our team of case workers. These are our frontline staff who get to know our beneficiaries and their situations. Our caseworkers come to us with a wide range of experience and diverse backgrounds ranging from nursing, social work and the law. However, they all have one important thing in common: they care passionately about each of the beneficiaries they look after.
We build good relationships with our beneficiaries by taking a very personal approach to our work. Every cheque is accompanied with a personal letter from the beneficiary’s caseworker.
In turn our beneficiaries often write to tell us what is going on in their lives and about their families. Some tell us about issues and problems they wouldn’t, or don’t want to, tell other people.
We try to give help on an individual basis. For instance, we will give information on certain benefits that someone might be eligible for. All our caseworkers are trained to look at personal finances.
They have a good knowledge of state benefits and other UK organisations that might be able to offer help. There is a stack of reference books here and a really good body of knowledge in other departments that we can draw on.
We are often asked how we assess applicants. I would say we take a structured view. Some organisations look at all income and expenditure in a way that can become quite subjective. We only look at certain outgoings. I think this lets us compare one application against another in a fairer way.
Sadly, some applicants just don’t fit our charitable giving criteria. However, we still want to help. Even though we can’t take them on, we will always try to suggest other organisations that might help.
Many of our applicants find it hard to ask for help. Some have been in very difficult situations for a year or more before they approach us. Often, by the time they contact us, they have reached rock bottom. We find a lot of people find it easier to ask for help if they still have children living at home. I suppose it feels less like they are asking on their own behalf.
Most people contact us for financial reasons. Many have been turned down by social services and are at the point of desperation.
Given these circumstances I don’t think it’s surprising that, overwhelmingly, our beneficiaries say it’s our friendly, caring and understanding approach that they most appreciate.
For many beneficiaries, the help we give really does transform their lives. Regular Allowances remove some of their money worries. Our Extra Needs gifts take away the fear of something happening to the washing machine or having a leaky roof to repair.
We help some people with transport costs such as car tax and insurance. It makes them feel brighter and encourages them to go out and meet people.
Although we provide a financial life-line, we know that the emotional support is really important.
For me, the great thing about working for EFC is that the work is so rewarding. Getting thank-you letters or hearing a reaction from someone who has been accepted is great. That’s when you know you’ve made a difference to someone’s life."
