MaPS Community Based Debt Caseworker

Citizens Advice Stevenage

Purpose of the Job

Working within the aims, policies, and principles of the Citizens Advice Service, the MaPS-funded Community Debt Caseworker will provide specialist support to clients with a range of debt and related financial issues.

The main office for this role is Stevenage, but the postholder will be required to travel across Hertfordshire to provide debt advice in person, by telephone, video calling, and email, ensuring the most appropriate advice channel is offered based on client circumstances, vulnerability, and complexity.

The successful candidate will provide holistic debt and budgeting advice, using independent information sources and internal tools, ensuring clients understand their debt options. All client interactions will integrate financial capability support and, where appropriate, referrals to other Citizens Advice services or specialist agencies

Job Description

Debt Advice and Casework

Provide casework covering the full range of debt advice, ensuring all advice meets MaPS and Citizens Advice quality standards.
Assist clients with related issues integral to their debt case, such as welfare benefits, housing, or other financial matters, making referrals where appropriate.
Act on behalf of clients through calculations, negotiations, drafting letters, and telephone communications.
Ensure income maximisation through appropriate welfare benefits, grants, and other sources of financial support.
Maintain accurate case records for continuity, monitoring, reporting, and statistical purposes.
Deliver financial capability advice as part of the debt advice process, including budgeting, money management, and maximising income.
Prepare and present cases to statutory bodies, tribunals, and courts, including DRO and bankruptcy applications, following Citizens Advice and MaPS procedures.
Conduct preliminary client exploration, assess emergencies, and carry out SFS budgeting, debt prioritisation, and referral to appropriate debt remedies.
Offer access to holistic services and onward referrals for non-debt issues to ensure comprehensive client support.
Travel across Hertfordshire to provide face to face support where necessary.

Administration

Use IT for record-keeping, statistical monitoring, and document production.
Maintain accurate and up-to-date case notes and records in compliance with MaPS and Citizens Advice standards.
Follow all relevant policies and procedures and undertake required training.

Research and Campaigns

Assist with research and campaigns by providing client information and feedback on local debt trends.
Record statistical information on client numbers and case types, providing reports, case studies, and analysis as required.
Raise awareness of local and national issues relevant to debt and financial inclusion.

Public Relations

Maintain liaison with statutory and non-statutory agencies.
Represent the service on external bodies as appropriate.

Professional Development

Keep up to date with legislation, policies, and procedures relating to debt, benefits, and housing.
Undertake MaPS mandatory and Citizens Advice training, including Breathing Space and DRO processes.
Attend internal and external meetings, development sessions, and team meetings as required.
Maintain personal professional development and MaPS-accredited advice standards.

Other duties

Carry out any other duties required to ensure effective service delivery.
Demonstrate commitment to the aims, principles, and equality and diversity policies of the Citizens Advice Service.
Follow health and safety guidelines and share responsibility for own safety and that of colleagues.

Person Specification

Essential:

Accredited to provide debt advice to MaPS quality standards.
Knowledge of debt, benefits, and related legislation and procedures.
Excellent verbal and written communication skills, including interviewing clients, negotiation, representation, and report writing.
Ability to build rapport and provide sensitive, non-judgemental advice.
Strong organisational skills, able to manage caseload, prioritise work, and meet deadlines.
Competent in using IT systems for advice delivery, case recording, and reporting.
Ability to provide and receive constructive feedback and work collaboratively in a team.
Commitment to continuous professional development.
Understanding of and commitment to the aims, principles, and equality policies of the Citizens Advice Service.

Desirable:

Experience delivering debt casework within Citizens Advice.
Knowledge of Standard Financial Statement (SFS), DRO, Breathing Space, and holistic referral pathways.
Awareness of local financial support services and accessibility initiatives.

Personal Attributes

Empathetic, client-focused, and confident in challenging clients constructively.
Methodical, organised, and able to work independently.
Flexible, proactive, and committed to improving client access and experience