Job Description

We are looking for a compassionate and organised Housing Caseworker to support our clients with housing-related and income maximisation advice. The role will involve providing advice, guidance, and practical support to individuals and families facing housing difficulties, including homelessness, Contractual/Tenancy problems, and accessing accommodation. You will work closely with clients to assess their needs, develop action plans, and liaise with landlords, the local authority, and other relevant agencies to achieve positive housing outcomes. The role will provide a high quality housing and welfare benefits casework service by way of face to face, telephone and online based appointments. This will be delivered to the standard required by Citizens Advice. Home visits are not routinely offered, but are considered on a case by case basis and following a discussion with your line manager.

The role will be mainly based in our Pontypool/Cwmbran offices but may also involve delivery of services in other locations throughout Torfaen as well as home working opportunities.

The successful applicant will be expected to engage with 25 clients per month which will be made up of a mixture of in house and external referrals received from the local authority's early prevention hub.

Role profile

Casework

? Provide casework covering a full range of housing and welfare benefit topics.

? Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate and negotiate with third parties as appropriate.

? Assist clients where necessary by calculating, negotiating, drafting or writing letters and telephoning.

? Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.

? Maintain case records for the purposes of continuity of casework, information retrieval, statistical monitoring and report preparation.

? Ensure that all casework conforms to the organisations Office Manual and the Advice Quality Standard and/or the specialist Quality Mark as appropriate.

Research & Campaigns

? Assist with research and campaigns work by providing information about clients' circumstances through recording of evidence forms.

? Provide statistical information on the number of clients and nature of cases and provide regular reports to the organisation's management.

Professional Development

? Keep up to date with legislation, case law, policies and procedures relating to the housing landscape in Wales and undertaking appropriate training.

? Attend relevant internal and external meetings as agreed with the line manager.

? Prepare for attending supervision sessions/team meetings/management team meetings as appropriate.

Administration

? Use IT for statistical recording, record keeping and document production.

? Attend internal and external meetings as agreed with the manager.

? Maintain a library of reference material and case law.

? Liaise with statutory and non-statutory organisations and present our service to outside bodies as appropriate.

Person specification

Essential Criteria

? A good understanding and up to date knowledge of Renting Homes Wales Act and Housing Wales Act, unless applying as a trainee.

? Good understanding of Welfare benefits and its interaction with housing, unless applying as a trainee.

? Experience of supporting clients with income maximisation.

? Effective communication skills (oral & written) with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.

? Fully understand the issues involved in interviewing clients and demonstrate an understanding of social trends and their implications for clients and the service.

? Have an ordered approach to casework and an ability and willingness to follow and develop agreed procedures. Utilising IT in the provision of advice and the preparation of reports and submissions.

? Recognise matters of safeguarding and follow appropriate internal policies when a safeguarding issue is identified.

? An understanding and commitment to the aims and principles of the organisations service and its equality and diversity policies.

Desirable Criteria

? Welsh Speaker

? Use of a car

? An understanding of managed migration would be advantageous

Job Type: Full-time

Pay: 24,242.00-26,038.00 per year

Benefits:

Cycle to work scheme Employee discount
Ability to commute/relocate:

Pontypool NP4 6JS: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have at least 1 years experience in delivering advice, in an advice setting or managing a caseload? We will require the successful candidate to have at least 1 years experience. Interview dates are the 28th August and 2nd September, please only apply if you are available to attend an interview on one of these dates. To apply for this position, please complete the application form on the link - https://recruitment.evalu-8.com/public/recruitmentpost?id=S1lJcW1IYXYwLzNGc2lCcnppdy9RZz09&org*id=K0xZS1lIT1FCSEt4K2hQMmJuaEg2dz09

Education:

GCSE or equivalent (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Pontypool NP4 6JS

Application deadline: 22/08/2025