Client Affairs Officer – AR

Carrington Blake Recruitment; England; On-site; GBP 60,000 - 80,000; Full time

Job description

ROLE TITLE: CLIENT AFFAIRS OFFICER

DEPARTMENT: ADULT SOCIAL CARE – FINANCE

REPORTS TO: SENIOR CLIENT AFFAIRS OFFICER

GRADE: SO2

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ROLE DESCRIPTION

The purpose of this role is to provide critical statutory appointeeship and deputyship, property protection and Council funeral services to vulnerable adult residents living in Hammersmith and Fulham.

As a Client Affairs Officer, you will be responsible for provision of appointeeship and deputyship service to protect the interests and finances of service users.

You will investigate the circumstances of service user’s finances.

You will have case officer responsibility for service users in respect of appointeeship, deputyship, Property Protection, Burials and Estate cases of residents of the borough.

The postholder will administer the finance and individual accounts of appointeeship and deputyship services users in accordance with the financial regulations of the Council and procedures of the Department and will be responsible for the reconciliation of all service users’ personal accounts/bank accounts in accordance with Council regulations.

ABOUT THE ROLE

• Be responsible for all apponteeship and deputyship clients’ bills and accounts ensuring these are correctly chargeable liaising with the Director in the preparation of documents/cheques requiring their signature.
• Be responsible for maintaining/reconciling personal bank accounts for deputyship clients and dealing with the bank’s Corporate Liaison Officer for this group of accounts.
• Submit appointeeship applications to the Department of Work and Pensions for LBHF to be appointed to look after the finances of a service user under the terms of SS 33 & 34 of the Social Security (Claims and Payments) Regulations 1997.
• Ensure that all benefits a service user is entitled to are claimed and collected.
• Be responsible for the maintenance/reconciliation of service users’ personal accounts.
• Be responsible for the running of the property protection store and the review of all property held for service users by the section.
• Be responsible for the retention of the petty cash float and the disbursement of payments to deputyship and appointee ship clients.
• Be responsible for the monitoring of client’s property stored/boarded. In respect of storage, assessing charges and ability of service users to pay. In respect of service users’ animals that fees are correct and are correctly paid from services team budgets. Make care managers fully aware that any Council funding for boarding animals or property is to be the last resort.
• Understand and keep informed of: legislation, regulations affecting service users’ eligibility for DWP benefits and being aware of the Council’s policy on charges for residential accommodation in order that deputyship clients in residential accommodation pay the appropriate fee but also receive the correct benefit entitlement.
• Interview relatives of potential deputyship clients and be able to advise them fully on legislation relating to deputyship together with any relevant legislation/Court of Protection direction/council policy which would affect the service user.
• Attend case conferences with Care Managers on new, or where the officer has case responsibility for a deputyship client.
• Attend CPA meetings and advise doctors, psychiatrists, home care managers, police and other professionals and report back to the Senior Customer Financial Officer.
• Carry out the directions of the Court of protection with regard to sale of shares/investments and carrying out the necessary transactions. To make recommendations where necessary regarding service users’ assets.
• Undertake searches to protect clients’ property, often in unsanitary conditions, taking reasonable health and safety precautions. To ensure money recovered is correctly accounted for and that, in due course, clients’ effects are dealt with appropriately.
• Be responsible for investigating possible retrospective assessments in respect of deceased part III residents where there may be undisclosed assets. To lodge claims against the service user’s estate on behalf of the Council. Where appropriate to investigate details of Grant of Probate where undisclosed assets may be identified.
• Make applications for a Direction of the Public Trustee particularly in relation to the collection of private income for service users in residential accommodation. Make representations to the Court on why a deputyship application is not necessary.
• Where directed by the Court to arrange for the sale of deputyship client’s house/property, including liaising with solicitors and estate agents and ensuring that the asset is maximised and that relatives are fully informed of the Court’s Direction.
• Be responsible for the administration of the estates of residents (in respect of the Council’s interest) who have died within the borough under the Care Act. To ensure that all income and debts are considered and that procedures as laid down by legal services are adhered to. To recover the Council’s debts and to dispose of personal effects appropriately.
• Ensure that all Council funerals are carried out in accordance with Council policy and legislation. Also having regard for the deceased’s wishes, ethnicity and religious beliefs whilst also considering the financial implications.
• In the event of a death of a service user for whom LBHF is the corporate Appointee, ensure all necessary legal documents are obtained for the release of funds. To hold safe the funds of a deceased service user until the necessary legal process is completed.
• Comply with the Council’s Equal opportunities policy.
• Ensure that the Council and Department standards regarding Customer Care are maintained.
• Consult, seek advice and clear contentious issues affecting the team’s work with the Senior Customer Financial Office on a regular basis.
• Carry out other duties and support colleagues by working generically across the ASC Client Finance Team undertaking duties commensurate with the grade.
• Ensure your actions and decisions align with the Council’s declaration of a climate and ecological emergency.

ABOUT YOU

• Experience of working with the public and knowledge or experience of charging for adult social care.
• Excellent spoken and written English and ability to communicate effectively and sensitively.
• Ability to interpret complex financial information and Experience of using mainframe & IT applications eg: Microsoft word, excel, databases.
• Experience of working with older or vulnerable client groups and Ability to understand and apply the principles of customer care and confidentiality.
• Able to prioritise effectively and reliably to meet deadlines, and able to adapt and respond when faced with changes in priorities and plans.
• Ability to use own initiative and with the confidence to work with minimum supervision.
• Expected to have a can‑do attitude and respond to the needs of others quickly, positively and appropriately.
• Able to embrace change and constantly seek ways to improve the way we work.
• Able to work well other people team in the team or department to achieve a common goal.
• Mathematics and English A-level or equivalent.
• Observe the customer care standards of the Council and treat others with courtesy, fairness and transparency when delivering public services.
• Able to demonstrate an understanding of and commitment to Council policies in relation to Equal Opportunity, Customer Care and service delivery, and the ability to implement these policies in the workplace.

ABOUT US

How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people that can build this into everything they do.

CORPORATE REQUIREMENTS

CIVIL AND OTHER EMERGENCIES

To support the Council’s role in planning for and responding to civil and council emergencies using skills/expertise of the post holder, and in accordance with council emergency procedures. To provide emergency contact details for the purposes of emergency and service continuity plans. To ensure that you have read your Service’s business continuity plan and keep abreast of any updates, so that you know what to do, if the plan is activated. To participate in any testing of emergency plans, as directed and take an active role in making suggestions to improve team plans.

DIGITAL

To use the Council’s office‑based and mobile IT services for the input, access and transmission of information using the appropriate level of information security and classification through the use of electronic mail, diaries, word‑processing, spreadsheets and databases as well as any specific job‑related applications as required to carry out the duties of the post.

INFORMATION MANAGEMENT

To comply with information rights legislation and the Council’s data quality and information management standards by applying information management related policies.

To report instances of non‑compliance, errors, omissions or inadequacies in procedures to the business unit manager.

HEALTH AND SAFETY

To take reasonable care for his/her own health and safety and any other person(s) who may be affected by his/her acts or omissions at work, in accordance with the Health & Safety legislation.

To co‑operate with the Council insofar as is necessary to enable it to comply with its duties under relevant health and safety legislation.

AGILE WORKING

H&F prides itself on being an agile workforce and promotes flexible working opportunities.

SAFEGUARDING OF CHILDREN, YOUNG PEOPLE AND ADULTS (FOR ALL FRONT‑LINE STAFF IN CHILDREN’S SERVICES AND ADULT SOCIAL CARE)

To be aware of and work in accordance with the Council’s child and adult protection policies and procedures in order to safeguard and promote the welfare of children and adults and to raise any concerns relating to such procedures which may be noted during the course of duty.

For further information on whether a Standard or Enhanced Disclosure check is required, managers should refer to Disclosure and Barring Scheme guidance.

CLIMATE AND ECOLOGICAL EMERGENCY

To ensure compliance with the Council’s low‑carbon culture, for which climate and ecological literacy training is provided, along with an advice service from the council’s climate team.

To ensure decision making, actions and day‑to‑day choices align with the Council’s declaration of a climate and ecological emergency.

EQUITY DIVERSITY AND INCLUSION STATEMENT

We’re committed to making Hammersmith & Fulham one of the most inclusive borough’s in the country; a place where everyone feels valued, included and has equitable access to opportunities.

Hammersmith and Fulham is an inclusive employer and welcomes applications from all sections of the community. We work to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class.

We will be pleased to consider applications from candidates seeking flexible working arrangements.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.