Welfare Benefits Team Supervisor in Bradford

Role Profile

Key accountabilities and responsibilities

• 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/fuel 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

• 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

• 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.
• 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.
• Present a professional appearance, help maintain an orderly working environment, and act at all times to uphold the good reputation of Citizens Advice.
• Comply with all published organisational policies and procedures.
• Work flexibly to undertake such other reasonable duties and responsibilities.

Person Specification

• Experience (through paid or voluntary work)
• Minimum 2 years’ experience of delivering Welfare Benefit advice in a social welfare context.
• Experience of tribunal advice and representation (desirable).
• Experience of working under legal aid contract for welfare benefits (desirable).
• Legal aid supervisor standard (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.
• Experience of working towards targets.
• Knowledge and Understanding
• Technical welfare benefit knowledge.
• Comprehensive knowledge of local and national advice service strategies and a thorough understanding of poverty, advice issues and the problems people face; and the ability to translate this understanding into solutions for people.
• Demonstrable understanding and awareness of the relationship between Welfare benefits and other areas of Social Welfare Law.
• Demonstrable understanding of the emphasis on quality of advice and related advice checks.
• Demonstrable understanding of funder requirements.
• 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 provide constructive feedback to colleagues within a supervision setting or as and when required.
• 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 Advice 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.