Advice on Prescription Generalist Caseworker (Macmillan Service)

Citizens Advice; Liverpool; On-site; GBP 23,000 - 29,000; Full time

Job summary

Citizens Advice is seeking a Welfare Benefits Adviser to support patients and carers with welfare benefits, debt management, employment and housing guidance across the primary and secondary care networks. You will interview clients, interpret complex information, and advocate for appropriate solutions, leveraging Citizens Advice tools and networks.

Applicants should have experience in welfare benefits advice, strong communication skills, and a commitment to equality and diversity.

Qualifications

• Experience providing welfare benefits advice.
• Knowledge of equality and diversity principles in advice work.
• Ability to interview clients using sensitive listening and questioning skills.

Responsibilities

• Interview clients to understand problems and empower priorities.
• Use Adviser Net to find, interpret and communicate information.
• Research options and implications for informed decisions.
• Represent clients to third parties when needed and draft letters.
• Maintain detailed case records for continuity and reporting.
• Ensure all work aligns with quality standards and policies.

Skills

Welfare benefits advice

Equality & diversity

Interviewing clients

IT literacy

Teamwork

Target-based workload

Research & analysis

Statistics understanding

Tools

Citizens Advice Adviser Net

Job description

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Role Purpose

To provide social welfare support to patients who are living with cancer, or their carers, referred by front-line health staff across the primary and secondary care systems. To maximise the incomes of the most vulnerable by offering a comprehensive package of information, advice and support in relation to welfare benefits, debt management advice, employment and housing.

Main Responsibilities

• Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
• Use the Citizens Advice Adviser Net website to find, interpret and communicate the relevant information.
• Research and explore options and implications so that clients can make informed decisions.
• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
• Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
• Up to date knowledge of welfare benefits and demonstratable evidence of competence in providing benefits advice to clients in an audited environment.
• Working knowledge of link work service and the benefits of connecting clients to health enhancing activities and services
• Refer internally or to other specialist services as appropriate, including but not limited to welfare, debt, housing and link work support services
• Ensure that all work conforms to the organisations’ office manual and the Citizens Advice quality standard and any other funding requirements, as appropriate.
• Ensure that work reflects and supports the Citizens Advice Service’s equality and diversity strategy.
• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

Social policy

• Assist with social policy work by providing information about clients' circumstances through the appropriate channel.
• Alert clients to social policy options.

Professional development

• Keep up to date with legislation, policies and procedures and undertake appropriate training.
• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

Other Duties And Responsibilities

• Complete the required training to comply with quality assurance processes.
• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
• Demonstrate commitment to the aims and policies of the Citizens Advice service.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

• At least 6 months’ experience of providing welfare benefits advice and support in an advice setting, including ben checks, calculations, resolution of welfare benefits issues
• A good up to date understanding of equality and diversity and its application to the provision of advice.
• Ability to monitor and maintain own standards.
• Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
• Understanding of the issues affecting society and their implications for clients and service provision.
• A good knowledge of the social model of health and how link worker services can support wellbeing and reduce health inequalities.
• Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
• Ability and willingness to work as part of a team.
• A clear understanding of the requirements of a target-based workload
• A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
• Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
• Ability to understand statistics and check accuracy of calculations.

The successful candidate will have a ‘mobile office’ made up of pc, information systems and promotional materials and despite having a regular geographical location, will be expected to attend outreaches across the city if necessary.