Welfare Benefit Caseworker

What we give our staff (Benefits)

• We offer an attractive remuneration package with excellent benefits
• Generous annual leave package
• Hybrid Working (following completion of a successful probationary period)
• Ongoing personal training and development
• 24/7 access to our Employee Assistance Programme, which also offers perks such as high street shopping discounts
• Pension scheme
• Contractual sick pay
• Casual dress code
• Eye care voucher
• Healthy work/life balance

The role

CACBG needs a client focused, people person to support vulnerable clients with their welfare benefit queries.

We are looking to recruit a highly motivated individual as a Welfare Benefit Caseworker (trainee roles will be considered) within our welfare benefit projects providing advice and casework that conforms to the Advice Quality Standard (AQS) and Quality of Advice Assessment in Wales. (Part‑Time or Job Share may be considered)

Main duties and responsibilities

• Interview and advise clients via telephone, video, home visits and in person at Citizens Advice and/or partner offices
• Provide advice on welfare benefits including casework
• Provide ongoing casework for the issues presented and deal with cases whilst assisting with other issues that present
• Refer or signpost internally or to other specialist agencies where appropriate
• Ensure that all work conforms to the Citizens Advice Caerphilly Blaenau Gwent quality standards
• Maintain detailed case records and set tasks for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation
• To provide a wide range of services to clients, including but not limited to:
  • Assisting with form filling
  • Calculating benefit entitlements
  • Negotiating with third parties
  • Act as a representative for the client where necessary, by calculating, negotiating, drafting or writing letters and telephoning
  • Preparing clients for appeal hearings including considering appeal bundles, assessing and obtaining evidence and preparing submissions for courts and tribunals; and where necessary, representing clients at courts or tribunals
• Work with other caseworkers to ensure the smooth running of the service
• Ensure good collaborative working with external organisations and maintain appropriate relationships with service users, community and partner representatives, attending meetings as required
• Participate in community/service user consultations as part of service development
• Assist with Research & Campaign (R&C) work by providing information about clients’ circumstances, preparation of R&C reports and provide statistical information as required
• Prepare for and attend regular supervision sessions
• Partake in coaching and mentoring to increase skills and knowledge
• Work across projects and comply with project recording requirements

Research and Campaigns (R&C)

• Assist with R&C work by providing information about clients’ circumstances, through the completion of Evidence Forms (EFs) and case studies.
• Provide statistical information on the number of clients and nature of cases and provide regular reports to line management as required
• Alert other staff to local and national issues

Professional Development

• Keep up-to-date with legislation, case law, policies and procedures, and undertake appropriate training
• Attend appropriate internal and external meetings as required
• Read appropriate publications
• Prepare for and attend regular supervision sessions
• Be prepared to complete the Citizens Advice Generalist certificate in Generalist Advice Work or equivalent and other qualifications where required

External Relationships

• Maintain appropriate relationships with service users, community and partner representatives

Other Duties and Responsibilities

• Undertake any other duties in keeping with the general nature of the post
• Promote the aims, principles and values of the service and abide by Citizens Advice Caerphilly Blaenau Gwent’s equal opportunity policies
• Undertake travel within the area covered by Citizens Advice Caerphilly Blaenau Gwent as required, in order to be able to fulfil the duties of the post
• Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues

Person specification

• Experience in welfare benefits advice work, including casework
• Ability to research, analyse and interpret complex information
• An understanding of the challenges faced by vulnerable clients
• Understanding of the complexity involved in interviewing clients by way of a home visiting service
• Ability and willingness to take on responsibility for, and manage a caseload
• Ability to plan and prioritise own work and meet deadlines
• Effective written and verbal communication skills including negotiation skills
• Ability to develop and maintain positive relationships with external organisations
• Numeracy skills required to perform and check benefit calculations and understand statistics
• Ability to give and receive feedback sensitively and objectively, and a willingness to challenge constructively
• Ability to monitor and maintain own standards including ongoing professional development
• Understanding of, and commitment to, working as part of a team
• Ability to attend home visits or attend different venues through access to a vehicle or other suitable transport
• A commitment to self-development.

Equal Opportunities

• A full understanding of and commitment to the aims, principles and policies of the Citizens Advice service
• A caring and non‑judgemental attitude
• An understanding of the needs of disadvantaged communities
• An ability to take positive action and challenge discriminatory behaviour

In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.