Job Description
Direct Payment Adviser

£15,036.84

21 hours per week, days to be agreed

Salary:

Hours:

Type of contract:

Permanent

Location:

Hybrid Office/remote working with some travel within
Wiltshire and beyond

Reporting to:

Wiltshire Support Service Manager

Purpose of the role
The Direct Payments team works with disabled people and their carers, who may be eligible
for health or social care funding. They provide information, advice and guidance on Direct
Payments and employing Personal Assistants (PA). They work with children and adults of all
ages with a range of disabilities and mental health support needs.

The Information, Advice and Guidance team provides both first instance and longer-term
support, primarily over the telephone, email and online when required.

Overview

•  To provide information, advice and guidance on Direct Payments and employment
law, via telephone, virtually and in person. To work directly with disabled people
and carers to enable them to become good PA employers and to effectively manage
their employment relationships.

•  To support people to budget for and plan the support/care services they require,
empowering them to become confident and competent in securing and managing
those services.

•  Liaise with health and social care staff and the general public when required, within

an engagement, support and promotional programme.

•  To support customers with assessing training needs and signposting to training

providers.

•  To be an active and engaging team member, supporting other team members where

necessary and using own initiative.

Key responsibilities and accountabilities

1.

Direct Payments Information, Advice & Guidance Service

1.1
1.2

1.3

1.4

Receive referrals and ensure prompt communication within process timelines.
Respond effectively to other enquiries from existing customers, their carers and social
care staff, including researching specific queries within required timescales and quality
standards.
Support disabled people and/or carers who will be receiving Direct Payments to recruit
and engage Personal Assistants, providing step by step advice, following a process and
using the learning materials and templates provided.
Support existing employers to manage and resolve technical employment issues, for
example grievances with their PAs to ensure that they receive the appropriate support
to become competent on the issue in the future.

1.5  Have an excellent understanding of internal processes, CRM databases, website,

customer and adviser tools.

1.6  Maintain good sound up to date knowledge of direct payments, personalisation and

employment law assisting the development of team tools and training materials when
required.

1.7  Maintain detailed and accurate records of customer contact and other contacts
ensuring that all required processes and data fields are completed as required.
Responsible for managing a personal workload of enquiries
Ensure customer and adviser tools are updated, understood and promoted and used as
appropriate.

1.8
1.9

1.10  Support with ongoing reviews for all customers using the service.

2.

Service Quality

2.1  Work at all times to Independent Lives quality standards
2.2  Maintain good working knowledge of Independent Lives standard operating procedures

including the feedback process.
Ensure that individual performance targets and objectives for speed, efficiency and
quality are met.
Achieve satisfied customers.

2.3

2.4

3.

Reporting

3.1

Responsible for ensuring that all documented processes are followed, that customer
tools are used appropriately and that all database records are completed accurately
and in a timely way.

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3.2

3.3

3.4
3.5

Liaise with social/health care employees, building positive working relationships
including arranging and conducting specific locality engagements with social
services/NHS departments.
Liaise with other local groups and charities and attend and contribute to service
promotion and events.
As required, contribute to and attend training events for council and NHS staff
Support in gathering customer feedback, including testimonials, assisting in survey
design and collating reviews.

4.

 General

4.1

4.2

The post holder is expected to work within and actively promote the charity’s mission,
vision and values to other staff members, and to comply with all Independent Lives
policies and procedures.
Annual objectives will be set for this role which will be used to monitor and evaluate
performance within the appraisal system.

4.3  Other tasks within the remit of the job may be required from time to time.
4.4
4.5

The job description will be kept under review to ensure that it remains up to date.
The job holder will be consulted about any proposed changes to the role.

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Person Specification

Experience
Knowledge or experience of providing empowering support
preferably within a social services environment or via personal
experience.
Experience of working with Direct Payments users and supporting
set up of PA employment requirements.
Experience of working in a customer service environment
Experience of presenting to groups or delivering training sessions
Experience of researching, signposting, collecting and summarising
information based on people’s individual needs
Experience of working to high quality standards
Experience of working within a quality standards framework
Experience of using Microsoft products including but not limited to
Dynamics CRM, MS Teams & SharePoint.
Experience or ability to explain complex information in an
accessible way
Experience or ability to liaise and promote joint working with
other professionals
Some understanding of adult and child protection issues and the
ability to work within safeguarding protocols, ensuring accurate
recording and reporting
Experience of working with vulnerable adults
Values
Person Centered – placing the customer at the heart of everything
we do
Inclusive - compassionate and understanding of others
Innovative - A good listener and able to develop support to meet
people’s needs
Excellence - Reliable and showing commitment to teamwork
Skills, Knowledge & Aptitudes
Knowledge of Direct Payments and Health and Social Care Budgets
and their legislative framework
Knowledge of basic employment law and the ability to apply that
knowledge in an advice and guidance setting
Strong understanding of the social model of disability and willing
to promote its ethos and principles
Self-motivated with a strong focus on achieving targets and
objectives
Results-oriented, able to manage time and priorities effectively
with a clear focus on setting and achieving high quality outcomes

Essential
✓

Desirable

✓

✓

✓

✓

✓

✓

✓
✓

✓

✓

✓

✓

✓

✓

✓
✓

✓

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Have sufficient numeracy skills to calculate straightforward
customer budgets and rotas etc.
Empathetic with an ability to see things from the other people’s
perspectives
Excellent telephone and written communication skills using plain
English. Attention to clarity and detail of communications;
maintaining accurate documentation.
“Can do” attitude
Other
Well-presented and business-like
Car owner and driver with full, clean driving licence.
Willing to undertake further training relevant to the post

✓

✓

✓

✓

✓

✓

✓

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Current vacancies

Independent Lives is always looking for talented, caring people who can help us to grow as an organisation and support more people. We operate an open door policy for anyone wanting to find out more about working in care. Please give us a ring on 01903 219482 for an informal chat about any of the roles listed below or anything to do with working in care.

As a Disability Confident Leader and Mindful Employer, we offer a guaranteed interview scheme to applicants who have a disability and meet the mandatory requirements set out in the person specification. We are committed to equality of opportunity for all, applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

If you need physical copies of the below forms, please email us at HR@independentlives.org or call on 01903 219482, and we'll arrange for the forms to be posted to you at the earliest convenience.

Healthcare support worker – Temporary Christmas cover

Salary:  £12.60 - £24.66 per hour

Hours:  up to 35 hours per week – various shifts including weekend work and evenings as required. Hours to suit so please apply if you are able to work any of the available hours.

Type of contract:  Fixed term, temporary Christmas cover

Location:  Worthing, Littlehampton, Bognor Regis, Lancing, Shoreham by Sea

Reporting to:  Field Care Supervisor

Overview:

Make a difference this festive season!
Join Independent Lives Care Service as a Healthcare Support Worker and help support people in their own homes across West Sussex. Our service is built on compassion, dignity, and independence — and it starts with you.

We’re looking for caring, reliable individuals to join us on a temporary basis over the Christmas period, providing high-quality, person-centred care to our customers. Whether you’re looking to give back during the holidays, earn a bit more Christmas shopping money or gain valuable experience in care, this is a great opportunity to be part of a committed team.

What we’re looking for:

• Passion for supporting people to live independently
• Excellent time management and communication skills
• A positive, can-do attitude
• Availability for part-time or full-time hours, includingevenings and weekends
• Drivers license and access to your own vehicle

What you’ll get:

• Employee Assistance Programme with 24/7 wellbeing support
• Refer a Friend bonus
• Your birthday off
• 28 days holiday (pro-rata for temporary roles)

Important Info:

This role involves regulated activity and requires an enhanced DBS check with barring. Individuals on the Adults’ Barred List must not apply. You’ll be asked to disclose any previous convictions, cautions, or warnings.

Volunteer fundraising assistant

Salary:  Voluntary role - reasonable expenses claimable

Hours:  As required for events. 6-10 hours per month (when events are taking place)

Type of contract:  Volunteer

Location:  Worthing and events in the surrounding areas

Reporting to:  Fundraising officer

Overview:

Are you passionate about making a difference in your community? Join us at Independent Lives and help us raise awareness and funds to support individuals with disabilities.

Role Overview: As a Volunteer Fundraising Assistant, you will:

• Support us at local community fundraising events and charity awareness campaigns.
• Use your knowledge of Independent Lives to promote our services, engage with the public, and signpost families to the vital support we offer.

What We’re Looking For:

• Enthusiasm and a desire to make a positive impact in your local community.
• Good communication skills and the ability to engage with a wide range of people.
• A willingness to learn about our services and promote them at events.

This is a fantastic opportunity to gain experience, meet new people, and contribute to an important cause.

If you’re ready to make a difference, we’d love to hear from you!