Welfare Benefits Adviser (Trainee Considered) in Bradford

Role Profile

Key accountabilities

• Supporting Clients

• Interview clients using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities.
• Offer comprehensive benefits checks, exploring the range of available state entitlements.
• Identification of emergency advice issues, and advice on how to move forward with those issues.
• Identification and assessment of eligibility for grants and other one-off support, signposting/referring as appropriate.
• Determination of whether a food bank referral is required.
• Research and explore options and implications so that clients can make informed decisions.
• Act for the client where necessary using appropriate communication skills and channels.
• Ensure that all work meets quality standards and the requirements of the funder.
• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
• Support our research and campaigns work through various channels including case studies, data collection and client consent.

• Working as part of a team

• Take part in peer-to-peer file reviews and quality of advice assessments.
• Be an active member of the wider team, acting and supporting colleagues in a collaborative way.
• Support and actively contribute to service delivery rotas.
• Promote best practice across the team.

• Performance, Personal Management and Administration

• Take ownership for monitoring own workload e.g. proactively reviewing when new cases are taken on, progress on current cases, outcome of completed cases and quality control, with minimal supervision.
• Be responsible for performance management at an individual level through: self-management; delivery of goals and tasks set; targets and outcomes; and reporting progress.
• Undertake file reviews and quality of advice assessments, in line with organisation/contractual requirements and expectations as required (adviser level only).
• Comply with operational management systems of supervision, objectives, appraisal and induction.
• Comply with data collection procedures and reporting to ensure effective recording of performance monitoring, outcomes and client information.

• Service Development

• To assist with the development of the service locally, regionally and nationally, publicising work as and when necessary.
• Work with colleagues to maintain a positive working and learning environment, in which equality and diversity are well managed, dignity at work is upheld and volunteers achieve their full potential.
• Carry out other tasks within the scope of the post to ensure the effective delivery and development of the role.

• Training

• To ensure through reading, training and consultancy, that your own level of knowledge around Welfare Benefit advice law is up-to-date and that this is disseminated as appropriate.
• To identify your own training needs in conjunction with the designated lead/supervisor and be prepared to undertake appropriate training in line with your training and progression plan.
• Deliver training (internally and/or externally), either through formal training sessions, or ‘on the job’ coaching to colleagues (adviser level only).

• Other duties and responsibilities

• Liaise, as appropriate, with relevant outside agencies (voluntary and statutory), other Local Citizens Advice offices and other stakeholders.
• Be an active member of the wider team, acting and supporting colleagues in a collaborative way.
• To present a professional appearance, help maintain an orderly working environment, and act at all times to uphold the good reputation of Citizens Advice.
• To comply with all published organisational policies and procedures.
• Work flexibly to undertake such other reasonable duties and responsibilities.

Please note that this job description does not constitute a ‘term and condition of employment’. It is provided only as a guide to assist an individual in the performance of the job and is not intended to be an inflexible list of tasks. The Citizens Advice Service is a fast-moving organisation and therefore an employee’s duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.

Person Specification

• Experience (through paid or voluntary work)

• Experience of delivering welfare benefit advice in a social welfare context (desirable).
• Experience of working within an advice and information organisation within the third/charity sector (desirable).
• Experience of engaging with clients across a range of channels, including webchat and telephone – sensitive and empower clients.
• Experience of flexible working, according to business need, while balancing multiple priorities and managing a high workload.
• Experience of communicating effectively, both orally and in writing, with a wide range of people.
• Experience of accurately drafting letters, reports and complex applications and presenting work in a clear layout (desirable).

• Knowledge and Understanding

• Demonstrable understanding and awareness of the relationship between welfare benefits and other areas of Social Welfare Law (desirable).
• Demonstrable understanding of Universal Credit.
• Literate and numerate to the level required by the tasks.
• A thorough understanding of professional boundaries and the issues surrounding confidentiality, data protection and information assurance.

• Qualifications and Training

• A commitment to continuous professional development (CPD), including a willingness to develop knowledge and skills in required areas.

• Skills and Abilities

• Ability to interpret regulations and explain them to clients and colleagues and to produce clear advice and empowerment.
• Ability to work on own initiative, proactively manage a varied workload, ensuring deadlines are met.
• Ability to contribute as a member of the team but also work on own initiative and without close supervision.
• Effective written and verbal communication skills, including the ability to deal appropriately with a range of people via face-to-face, telephone and digital communication methods.
• The ability and willingness to liaise with outside agencies, and build effective working relationships with local and regional partners.
• Excellent verbal, written & numerical skills.
• Willingness and ability to commit to a rota within the required service delivery hours.

• Additional Factors

• Ability and willingness to work as part of a team and a commitment to collective team responsibility.
• Understanding of, and commitment to, the aims and principles of the Citizens Service in which equality and diversity is embedded throughout.
• Proven ability to use cloud-based systems and IT packages, including word processing, spreadsheets and email (maintain one or more electronic diary/diaries), and the ability to use or learn to use other packages as necessary.
• Commitment to continual professional development, including a willingness to develop knowledge and skills in advice topics.
• Awareness that Citizens Advice clients are at the heart of everything we do.

We wish you every success in your application and thank you for taking the time to consider joining us.