NORTH TYNESIDE CITIZENS ADVICE

Job Description

Trainee Social Welfare Advice Caseworker
within our Social Welfare Advice Team (SWAT) covering all debt projects.

Responsible to: Head of Operations

Trainee Salary; £27,302.26 per annum
Accredited Caseworker salary:  £30,237.90 per annum.

Hours: 37 per week

Role purpose: To deliver good quality information, advice and casework to clients in debt, with
due regard to the aims, policies and procedures of the organisation and service, working within a
client focussed and responsive team.

Key Areas of Responsibility

1.  To provide a high-quality debt, benefits and housing advice service to our clients over the

telephone, webchat and email (full training will be provided)

2.  Handle  inbound  calls  from  clients  seeking  help  with  their  debts  within  agreed timescales

and booking advice/casework appointments where appropriate.

3.  Carry our casework for clients when necessary, including, advocating on behalf of clients
recording accurate casenotes on our internal case management system, negotiating with
third  parties,  drafting  letters  to  clients  and  third  parties,  completing  budgets  &  financial
statements.

4.  Maintain  client  records  to  required  standards  on  the  organisation’s  management

information system

5.  Support  clients  in  a  professional  manner  and  with  sensitivity  and  confidentiality  to  their

situation.

6.  Maintain  standards  of  service  delivery  and  ensure  that  all  advice  work  meets  the
appropriate standard required by the Money Advice & Pension Service quality framework,
Citizens  Advice  Quality  of  Advice  Audit,  and  the  Financial  Conduct  Authority  (FCA)

7.  To be responsible for achieving the Key Performance Indicators (KPI’s) set for this post.

8.  Assist clients with budgeting and income maximisation including advice on entitlement to

welfare benefits using Quick Benefit Check.

9.  Assist clients with other related problems where they are an integral part of the case and

refer to other advisers or specialist agencies as appropriate.

10. Proactively  manage  a  varied  workload,  ensuring  deadline  are  met,  including  taking
ownership  for  monitoring  own  workload  e.g.,  proactively  reviewing  progress  on  current
cases and recording outcomes of completed cases.

11.   Read relevant publications and electronic updates to maintain own knowledge keep up to
date with legislation, case law, policies and procedures relating to Social Welfare Advice
(Debt, Benefits and Housing).

12. Work  flexibly  within  a  team  environment,  respond  positively  to  change  and  attend

staff/team meeting as appropriate.

13. Develop  and  maintain

Information  Technology  proficiency

to  support  your  work

requirements

14. To work within the Aims, Principles and Policies of the Citizens Advice service.

15. To  contribute  to  the  Social  Policy,  work  of  the  Citizens  Advice  North  Tyneside  and  our

National organisation.

16.    To carry out the relevant administrative tasks necessary to progress your cases.

Contribute to the team

1.  Contribute to the efficient working of the team in delivering against the project delivery

requirements

2.  Engage with team members, sharing knowledge and good practice and supporting each

other to problem solve

3.  Attend and participate in local team meetings, Money Advice Groups, project regional

manager/adviser events and National Citizens Advice conferences as recommended by
your line manager

Other Duties and Responsibilities

1.  Signpost clients to other providers as appropriate.

2.  Make and take calls from professional agencies as required to establish circumstances.

.

3.  Deal with incoming emails from clients and creditors.

4.  Manage workflow via task list.

5.  Identifying opportunities for the Service’s development and undertaking forward planning so

the Service can respond to local needs.

6.  To abide by health and Safety guidelines and share the responsibility for their own safety and

that of colleagues.

7.  Any other reasonable administrative duties required ensuring the smooth running of Citizens

Advice North Tyneside.

Performance Standards

Performance standards will be continually assessed by the Money Advice Manager.   You are
responsible for meeting the performance standards set for this role. Any under performance will
be addressed and if appropriate, remedial support will be provided. If the required standard is still
not achieved and failure to deliver continues, disciplinary action will be taken.

Equality and Diversity

Ensure that work undertaken reflects and supports the service’s Equality and Diversity Strategy

Working conditions
1.
2.  Operate within an Equal Opportunities Policy.

The post-holder will report directly to the Money Advice Manager

Training

This post will offer comprehensive training. You will be required to commit to and complete the
Money  Advice  and  Pension  Service  Accreditation  training  to  Adviser  level  and  work  towards
caseworker accreditation for the post during your probation period.

Attend  and  complete  debt  advice  training  to  advice  level  followed  by  specialist  training  (to
casework level).

Attend  learning  events  and  carry  out  learning  activities  in  line  with  Continuing  Professional
Development requirements for debt advisers.

Keep up to date with legislation, case law, policies and procedures relating to money advice, and
attend appropriate training, including reading relevant publications

To identify and develop your own learning opportunities

The  SWAT  Trainee  caseworker  is  a  developmental  role,  and  the  post  holder  will  be
required  to  complete  the  relevant  accredited  debt  advice  training  during  your  probation
period of 6 months.

PERSON SPECIFICATION
Trainee Social Welfare Adviser &
Social Welfare Adviser

ESSENTIAL

1.  An ability to demonstrate a high level of commitment to training and good
understanding/experience of the processes in dealing with advice giving

2.  The ability to prioritise tasks and work to deadlines using own initiative
3.  Experience of working in a customer service environment
4.  The ability to communicate effectively, both orally and in writing with a range of people

and organisations

5.  Good numeracy skills with the ability to carry out efficient calculations and prepare

budgets for clients

6.  Ability to use IT for statistical recording, record keeping and document production

7.  The ability to work effectively and collaboratively as part of a team and work without close

supervision

8.  Ability and willingness to follow agreed procedures
9.  Ability to work in a sensitive, enabling and non-judgemental way with people from a wide

range of backgrounds

10. Ability to maintain confidentiality and appropriate professional boundaries
11. Understanding of and commitment to the aims and principles of the Citizens Advice

service.

DESIRABLE

1.  At least one years’ experience in advice work or a customer service centre.

2.  Experience of working with people with mental health issues, or people with disabilities.

3.  The ability to identify Social Policy issues arising from advice work and an ability to analyse

and report on those issues.

OTHER

Participate in research & campaigns work, as organised within the organisation and at regional or
national level by raising evidence forms, providing case studies etc

Comply with all the organisation’s published policies and procedures, with attention to Health and
Safety, Risk Management, Confidentiality, Home Working policies and Equal Opportunities.
Uphold the aims and principles of the organisation Undertake any other duties as might be
reasonably required within the scope of the role.