Job Description

Welfare Case Officer

Hours:

35 hours per week, occasional evening and weekend work may be required, for which TOIL will be given.

Responsible to

: Welfare Case Supervisor

Summary of Post:

This post holder will be responsible for providing culturally sensitive advice and advocacy services by the Advice Service Quality (ASQ) Mark. The service will be based at the Luton Irish Forum Centre and provide outreach to disadvantaged, excluded, and hard-to-reach Irish, Irish Traveller, and other BME and British communities across Luton and surrounding Counties.

Responsibilities:

1. To be responsible for delivering emergency drop-in advice sessions, one-to-one appointments, outreach, and advice via telephone, email, and video call, primarily on welfare benefits, housing, debt, community care, and Irish-specific advice.

2. To ensure clients are claiming all the benefits they can and support them to fill in forms.

3. To prepare clients for and provide representation at medicals and tribunals.

4. To ensure that the caseload is adequately prioritised.

5. To attend supervision, appraisals, team meetings, and training to ensure the work of the advice service is that of the ASQ General Help with Casework Standard required and that any necessary training is identified and completed.

6. To provide shadowing opportunities for students, volunteers, and other staff as required.

7. To input to and contribute to the development of an electronic database of user case files - AdvicePro accessing the service and ensuring paper-based files are in line with the ASQ General Help with Casework Standard.

8. To implement advice service objectives by the business plan and contribute to the report on progress within the monthly advice service report for the Board of Trustees, and be available to attend Trustee meetings if required.

9. To contribute to the compilation of the annual Welfare Service review.

10. To contribute to the securing of funds for resource advice service delivery and compile reports/ evaluations for funders as required.

11. To foster partnerships with statutory and voluntary sector agencies and promote the needs of our users as appropriate.

12. To contribute to local and national policy development and keep abreast of legal changes and practices through subscribing to email bulletins, regional and national media, relevant handbooks, training, sector newsletters, email updates, and attending forums.

13. To undertake other reasonable tasks when requested to do so that support the overall functioning of the organisation.

Person Specification

EXPERIENCE/SKILLS

Essential

At least 2 years' experience in giving welfare advice in a voluntary or paid capacity.

Able to interview clients to effectively gather information both face-to-face and by telephone, who are in crises or distress.

Able to communicate verbally and in writing with clients, the general public, and other statutory and voluntary agencies, including providing written representations for mandatory reconsiderations, appeals, formal complaints, and reports for stakeholders.

Able to research and interpret information, including relevant benefit and housing legislation, support services, and rights.

Able to work on your initiative and as part of a team, including working with third parties.

Highly organised with the ability to plan, prioritise and manage deadlines.

Desirable

Experience working in the voluntary or public sector.

Access to a car and the ability to drive.

KNOWLEDGE

Essential

The Irish and other communities in Luton and the surrounding counties, and issues relating to their experience.

Benefits legislation and the benefits system

Housing legislation, housing systems, policies, and procedures.

Promoting equal opportunities and diversity.

UK GDPR

Desirable

Statutory and voluntary sector support services across Luton relevant to the needs of the users.

Irish Pensions.

Repatriation (to Ireland).

Advice Service Quality (ASQ) Mark.

Law and services for disabled people.

BEHAVIOURS

Essential

Planning and organising

Performing under pressure

Adaptability to change

Team working

Self-motivated

Flexibility

Confidentiality

Awareness of potential conflicts of interest

Job Type: Full-time

Pay: 27,000.00 per year

Benefits:

Additional leave Bereavement leave Company pension Free parking On-site parking Sabbatical Sick pay
Application question(s):

Able to interview clients to effectively gather information both face-to-face and by telephone who are in crises or distress.
Experience:

welfare advice giving: 2 years (preferred)
Licence/Certification:

Driving Licence and access to a car (preferred)
Work Location: In person