Outreach Officer (Benefits & Financial Inclusion Specialist) in London

Connect2Hackney, the internal talent team dedicated to finding exceptional people for Hackney Council, are seeking five compassionate, driven, and proactive Outreach Workers to join our frontline team. If you are passionate about fighting financial hardship, breaking down stigma, and building trust directly within the community, this is the perfect role for you.

For these positions, we are specifically looking for professionals with solid experience in Universal Credit (UC), Council Tax, and wider benefits systems who can hit the ground running and make an immediate impact on our residents' financial well-being.

The Role

In this impactful role, you will deliver a blend of data-led outbound campaigns and weekly community-based outreach. You will meet residents in spaces where they already feel comfortable, combining your technical knowledge of the welfare system with high-quality customer services to help them maximise their incomes as early as possible. Whether you are conducting an in-depth benefits assessment, helping someone navigate complex UC housing elements, or providing holistic tenancy support to ensure a resident doesn't fall into arrears, your work will directly prevent financial crisis and change lives. You will work holistically and empathetically to support approximately 10–15 residents per week.

Key Responsibilities

• Run weekly in-person outreach sessions at various locations across the borough. You will drive local community development by building trusted networks with local groups and recording case information accurately in the Money Hub system.
• Conduct comprehensive benefit checks to identify underclaiming. Utilise your expertise to guide residents through complex eligibility frameworks and applications for core support, including Universal Credit, Council Tax Reduction, Housing Benefit, Pension Credit, and State Retirement Pension.
• Promote long-term financial stability by assisting residents with energy, fuel, and water needs (e.g., Thames Water schemes, social tariffs). Help secure essential extras like Free School Meals, Blue Badges, and Healthy Start Vouchers to ensure full community integration.
• Protect tenancies by helping residents in debt request sustainable payment arrangements for rent and Council Tax arrears. Review urgent crisis requests and manage grant assessment processes to award Home Goods, travel, or removal costs for vulnerable families.
• Utilise council data systems to identify residents who are struggling or underclaiming benefits, making direct contact to guide them through applications.
• Seamlessly hand over complex disability benefits cases (like PIP or DLA) or discretionary housing/tax reduction cases to specialised Money Hub colleagues.
• Write clear, empathetic decision letters tailored to each resident's unique situation, delivering potentially complex benefit decisions in an accessible way.

Who We Are Looking For

We are looking for candidates who can blend technical benefits knowledge with an approachable, community-first mindset. You should be:

• Possess a strong working knowledge of Universal Credit, Council Tax frameworks, and the wider welfare benefit system, with a proven track record in accurate benefits assessment.
• Highly skilled in customer services and comfortable working face-to-face with residents. You use a strength-based approach to overcome mistrust or stigma surrounding welfare benefits.
• Passionate about community engagement and community development, with the ability to advocate for vulnerable residents requiring dedicated tenancy support.
• System Confident: Proficient in navigating (or fast at learning) relevant local government and benefit data systems such as Academy, Comino, Jigsaw, and LIFT.
• Problem Solvers: Flexible, resilient, and collaborative when handling diverse, unique cases and undertaking grant assessment tasks.

Working Pattern

This is a hybrid and community-facing role. You will be expected to work from the main office at least one day a week, and work in person across the borough at outreach events, training, and team meetings as required.