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POST:Welfare Advice Officer

RESPONSIBLE TO:Housing Manager

RESPONSIBLE FOR: None

GRADE:Band 4

DATE:February 2017

VERSION:FINAL

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Job Purpose
  • To provide a high quality money advice service to tenants
  • To advise clients of maximising income and minimising expenditure, including advice on benefit entitlement
  • To provide advice, casework and representation services to tenants affected by Welfare Reform
  • To support clients in improving their digital capability

Main Duties and Responsibilities

  • Provide casework covering the full range of debt advice.
  • Maximise income for local people within disadvantaged groups, by advising on benefit entitlement and assisting with applications
  • Act for the client, where necessary, drafting letter, budgets and financial statements and carry out any calculations 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.
  • Hold surgeries and undertake casework on an individual and group basis and carry out home visits as necessary.
  • Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate.
  • Work closely with staff within the Association to establish appropriate support for clients.
  • Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation.
  • Monitor and review client progress and take appropriate action.
  • Ensure that all casework confirms to regulatory, statutory and best practice standards.
  • Develop effective liaison with key agencies and establish contact with a wide range of local organisations.
  • With Housing Manager review policy and strategy as and when required
  • Produce reports on take up of service for the housing manager as required, to ensure that monitoring and evaluation systems are in place and maintained effectively to assess the impact and outcomes of services.
  • Assist customers to exercise their right to appeal against welfare benefit decisions
  • Assist with research and campaigns on issues relating to welfare reform
  • Assist and support customers with access to internet to set up email accounts and manage budgets online
  • Contribute to the development of welfare rights protocols and service level agreements where appropriate

General Duties

  • Assist with implementation of customer service standards
  • Demonstrate the highest levels of customer care
  • Plan and organise own workload
  • Carryout evening home visits when required
  • Competent use of office and IT equipment
  • Ensure all duties are carried out within the standards outlined in the Housing Association guide, Regulatory Framework and statutory requirements
  • Ensure adherence to the policies and procedures of the organisation, particularly those regarding equal opportunity, health and safety and confidentiality
  • Undertake any other duties, consistent with the post, which may be required from time to time.
  • Keep up to date with relevant welfare rights legislation, case law, policy or practice developments
  • Co-operate with the general work of the Association. Amendments to the job description may be necessary in order to adapt to changes in operational circumstances
Knowledge, Skills and Experience
The tools needed to do the role / Essential / Interview (I) of App Form (AF) / Desirable / Interview (I) of App Form (AF)
Educational Qualifications
and Employment History / Minimum of 2 years’ experience providing welfare rights advice within the last 3 years / AF / Citizens Advice Advisor Training programme or Law Centre NI WRAP qualification
Evidence of vocational training / qualifications / AF
AF
Demonstrable Experience of / Advising clients on debt and welfare benefit issues
Money advice provision
Maximising uptake of welfare benefit
Building working relationships with other agencies
Working with individuals, vulnerable groups or families facing poverty and / or disadvantage including those who are socially isolated and financially excluded
Ability to influence and negotiate with various agencies / AF & I
AF & I
AF & I
AF & I
AF & I
AF & I / Working within voluntary / not-for-profit sector
Statistical recording for evaluation / monitoring / AF
AF
Knowledge / Current housing benefit and welfare rights legislation policy and practice / I
The tools needed to do the role / Essential / Interview (I) of App Form (AF) / Desirable / Interview (I) of App Form (AF)
Skills / Competencies / Highly developed communication, organisational and interpersonal skills
Ability to produce excellent written material
Ability to prioritise workload, manage time efficiently and meet strict deadlines
Superb accuracy and attention to detail
Ability to use own initiative
Ability to ensure confidentiality and integrity at all times
Ability to work jointly with staff of all levels in an inclusive and supportive team environment
Competent IT skills including Microsoft Office / I
AF & I
I
AF
I
I
AF & I
AF
Values & attitude / Commitment to the support and empowerment of individuals
Awareness of the social needs of local communities / I
AF & I
Other / Carry out home evening visits when required
Current full driving licence for a manual car / I
AF
Competencies
Attributes/behaviours the role holder must possess to be successful in the role
Business Awareness / Operates with a customer service focus
Leading Change / Initiates change
Communication / Effectively communicates information in a variety of formats
Results Orientation / Improves on standards and results
Achieving Excellence / Creates a climate that relentlessly strives for excellence and continuous improvements
Equality and Diversity / Maintains the standards on Equality and Diversity and is viewed by all as demonstrating exceptional awareness

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WELFARE ADVICE OFFICER