Welfare Benefits Caseworker

Job Description

Hours: 18.5 hours per weekSalary: £25,294 pro-rataContract: Fixed Term until March 2023Location: Sandwell & Walsall - main office base WalsallClosing Date: 11th August 2022To provide a specialist welfare benefits advice, to clients through various channels available in the locations and dependent on service needs.Role profileCase management:

• Where necessary provide casework covering the full range of welfare benefits specialism. This includes form filling, mandatory reconsideration, appeals, submissions and representation.
• To receive clients and determine the nature and details of their enquiry.
• To complete benefit checks.
• To interpret information and present options to clients, including relevant costs and consequences, in a clear, concise and unbiased way, which will allow them to determine an option of their own choice. Ability to assess merit of cases.
• To assist, not serve, clients on the basis of minimum necessary intervention with the clear aim of empowering them, wherever possible, to retain full responsibility for, and control over, the chosen option.
• Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate.
• Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
• Work closely with Generalist Supervisors and provide resource support to staff and volunteers.
• Meet the Quality Standards for Citizens Advice.
• Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and submitting reports.
• Ensure that all work conforms to the CAS&W systems and procedures.
• Ability to work well under pressure and meet targets.
• Demonstrate good organisation and time management skills.

Research and campaigns:

• Assist with research and campaign work by providing information about clients circumstances, using the electronic evidence forms (as needed).Provide statistical information on the number of clients and nature of cases and provide regular reports to theline manager.
• Monitor service provision to ensure that it reaches the widest possible client group.
• Alert other staff to local and national issues.

Professional development:

• Keep up to date with legislation, case law, policies and procedures relating to the role and service needs.
• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions/team meetings and forums as appropriate.
• Assist with Service initiatives for the improvement of services.

Administration:

• Use IT for statistical recording, record keeping and document production.
• Keep up to date with policies and procedures relevant to CAS&W work and undertake appropriate training.
• Maintain close liaison with relevant external agencies.

Public relations:

• Liaise with statutory and non-statutory organisations and represent the Service to outside bodies as appropriate.

Other duties and responsibilities

• Carry out tasks that may be asked of you by your line manager to ensure the effective delivery and development of the service needs.
• Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
• Occasional evening and weekend availability will be required.
• Willingness to provide advice using different platforms such as webchat, adviceline and
• Undertake home visits.

Knowledge and Experience of Benefits Advice

• Comprehensive knowledge of welfare benefits enquiry areas.
• Experience of completion of the various welfare benefit forms - for example Personal Independence payments, DLA and ESA
• Experience of completing detailed Mandatory Reconsideration, Appeals and submissions in all areas of welfare benefits.
• Ability to carry out benefit checks, income maximisation.

I.T

• Competence in using I.T. across a range of platforms, including providing advice, case recording, the preparation of reports and submissions.

Detailed advice Casework and case recording

• Ability to manage caseload and assess merit in clients cases.
• Ability to understand information and research where necessary.
• Have an ordered approach to casework.
• Ability as well as willingness to follow and
• develop agreed procedures.
• Ability to monitor and maintain high standards of client records and all other paperwork.
• Ability to empower clients through self-help.

Excellent communication skills

• Effective oral communication skills with particular emphasis on advising clients and speaking to third parties
• Effective writing skills including preparing mandatory reconsideration, appeals and submissions.
• Ability to deal appropriately with a range of people both face to face, by email and over the telephone.
• Ability to give and receive feedback objectively and sensitively.

Skills

• Deliver excellent customer service.
• Able to deal with difficult situations effectively.
• Ability to prioritise own work and meet deadlines.
• Ability to maintain high levels of accuracy in all aspects of work.
• Ability to meet contract targets .
• Able to work well under pressure.
• Ability to work alone using your own initiative and as part of a wider team.
• Excellent organisation, planning and time management skills.

Training

• To keep up to date with the companys mandatory training requirements.
• Positive attitude towards self-development.

Other requirements

• Flexible approach to work.
• Demonstrate understanding of social trends - their implications for clients and service
• provision.
• Willingness to provide advice using a variety of platforms.
• Respect different views, values and cultures.
• Prepared to travel to other offices, as required and venues as required.