Trainee MaPS Community Based Debt Caseworker

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Citizens Advice Stevenage

Purpose of the Job

The Trainee MaPS Community Debt Caseworker will undergo extensive money advice training to provide holistic debt and budgeting advice in line with FCA standards. This role is designed for individuals committed to learning and developing towards full debt casework responsibilities.

The main office is Stevenage, but the postholder will be required to travel across Hertfordshire to provide debt advice via telephone, video, email, and face-to-face appointments where necessary.

Job Description

Training and Personal Development

• Complete the Citizens Advice Adviser Learning Plan inclusive of the MaPS training requirements.
• Attend and successfully complete Debt Training to Advice Level, followed by Specialist Debt Training to Casework and Court Representation Level.
• Participate in learning events and activities in line with Continuing Professional Development (CPD) requirements.
• Keep up to date with legislation, case law, policies, and procedures relating to money advice, attending relevant training.
• Identify and develop personal learning opportunities.
• Read relevant publications and attend internal/external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions and team meetings.

Debt Advice and Casework (with support, once trained)

• Sensitively explore clients’ circumstances to provide a full range of information and debt advice, conforming to the MaPS and Citizens Advice Quality Standard.
• Assist clients with related issues integral to their debt case, including welfare benefits and housing, making referrals where appropriate.
• Act on behalf of clients through calculations, negotiations, drafting letters, and telephone communications.
• Ensure income maximisation through uptake of 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.
• 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.

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:

• Willingness to commit to high-level trainingand identify personal learning needs.
• Strong organisational skills, able to manage workload, prioritise tasks, and meet deadlines using own initiative.
• Knowledge and/or interest in debt and benefits law and regulations.
• Excellent communication skills, including interviewing clients sensitively and effectively.
• Ability to build rapport and provide non-judgemental advice.
• Writing skills with emphasis on recording case notes, summarising advice, and corresponding with third parties.
• Numeracy skills and willingness to learn to carry out client calculations and prepare budgets.
• Competence in IT systems for advice provision and case recording.
• Ability to give and receive constructive feedback.
• Team player with the ability to monitor and maintain personal standards.
• Commitment to continuous professional development.
• Understanding of and commitment to the aims, principles, and equality policies of the Citizens Advice Service.

Desirable:

• Some prior experience of working or volunteering in a debt, welfare, or advice role.
• Awareness of financial capability principles and budgeting advice.
• Familiarity with Citizens Advice procedures and the Advice Quality Standard.
• Experience using IT systems for reporting or case management.
• Access to personal transport to travel around Hertfordshire.

Personal Attributes:

• Empathetic and client-focused.
• Methodical, organised, and able to work independently.
• Flexible and proactive.
• Committed to improving client access and experience.
• Confident in learning new skills and applying knowledge in practice