Outreach Caseworker

Citizens Advice Milton Keynes
Job Description

Role:

Contract:

Hours:

Reports to:

Location:

Outreach Caseworker

12 Month Fixed Term

36 hours per week – Monday to Friday

Head of Service

Acorn House
361 Midsummer Boulevard
Central Milton Keynes
MK9 3HP

Outreaches: By agreement

Salary:

(Salary Band 5)
£20,264 per annum

This job description is a guide to the work that you will initially be required to undertake.  It
may be altered from time to time to meet changing circumstances.

Key Objectives:

•  To deliver a full range of general advice to clients attending outreach locations.
•  To ensure all casework is recorded in a comprehensive and timely manner.
•  To liaise with staff at outreach venues, ensuring that the service is delivered at the

highest standard.

•  To develop knowledge and expertise covering the full range of enquiry areas.

Key Responsibilities:

•

Interview and advise clients at a variety of outreach locations. Follow up with clients by
telephone where appropriate.

•  Maintain a good relationship with staff at outreach venues and clients to ensure that

good quality case studies are available for reporting requirements.

•  Ensure income maximisation for the client through the take up of appropriate benefits
•  Provide detailed casework by researching and explaining the full range of advice

options for the client.

•  Act on behalf of the client where necessary by drafting or writing letters and

negotiating with third parties by telephone.

•  Refer clients to other third party and partner agencies where necessary.
•  Ensure that all casework conforms to Citizens Advice quality standards
•  To manage casework and highlight minor potential problems to line manager
•  To highlight major issues relating to the service to the Director.
•  Manage individual diary and provide cover for annual leave/sickness at other outreach

sessions.

October 2020

Citizens Advice Milton Keynes
Job Description

Reporting and Research & Campaigns:

•  Provide statistical information on the number of clients and nature of cases and

provide regular reports to management team.

•  Assist with social policy work by identifying suitable cases that demonstrate injustice

or unfairness and refer to the Research & Campaigns Co-ordinator.

Professional development

•  Keep up to date with policies and procedures relating to advice work and undertake

appropriate training.

•  Attend relevant internal and external meetings in agreement with your line manager.

•  Prepare for and attend supervision sessions/staff meetings/management team

meetings as appropriate.

Other duties and responsibilities

•  Maintain close liaison with relevant external agencies.
•  Carry out any other tasks that may be within the scope of the post to ensure the

effective delivery and development of the service.

•  Demonstrate commitment to the aims and policies of the CAB service.
•  Abide by Health and Safety guidelines and share responsibility for own safety and that

of colleagues.

October 2020