Help to Claim Advisor Remote
Job description
Role Description: Help to Claim Advisor
Hours: 22.5 hours per week
Status: Permanent
Location: Hybrid (Home working with some in person working)
Salary: £24,054 FTE. £14,432.40 ACTUAL
Holiday: 30 days (plus bank holidays)
Responsible To: Help To Claim Manager
Future Support / Help to Claim advisor Job Description
At Citizens Advice Rotherham & District (CARD), we have an ambition to solve a client’s problem at their first contact whenever possible, to ensure clients are seen quickly and by the right person. It is our aim that Rotherham residents, funders and partner organisations see CARD as a service that helps people deal with their problems and not merely a service that gives out leaflets or signposts elsewhere.
Role purpose
To work as part of the Help to Claim Service to provide an effective and efficient support service for first-time Universal Credit claimants in England, Wales and Scotland. The service includes the provision of advice and information on Universal Credit and the claiming process, which will be delivered through the phone line which is run using a ‘single queue’ model, along with web chat and video delivery. The aim of the role is to help claimants with their initial Universal Credit claim, up to the point when they receive their first full and correct payment.
This service is delivered from 8am to 6pm, Monday to Friday.
Service Delivery
- Engage with clients to assess individual support needs to determine the level of service most appropriate for each client. This will be by phone, web chat and video channels.
- Actively promote the use of self-help information or assisted access to digital information.
- Keep appropriate records of client activity and the level of service accessed including self-help activity.
- Support and assist clients to:
- Access appropriate websites and identify relevant forms and self-help information;
- Access, download and print off relevant information;
- Complete online claim forms;
- Keep their username and password details safe;
- Develop the skills and confidence needed to access digital services.
- For clients whose needs cannot be met through assisted digital access, assist the client to start their UC claim, this may include:
- Setting up a personal email account;
- Setting up a new bank account;
- Accessing the online gateway and setting up a Universal Credit account;
- Assisting the client to complete required tasks.
- Once a valid claim has been accepted, supporting the client until such time as they receive their first payment, this may include:
- Helping the client verify their identity;
- Providing and uploading any additional information or evidence that the DWP may require;
- Setting up a UK Verify account;
- Making or reviewing online journal entries;
- Notifying any changes of circumstances;
- Preparing for work coach appointments;
- Providing basic budgeting support, including accessing emergency financial support, e.g. food/fuel vouchers.
- Identify if the client needs further support after their first payment and signpost to another appropriate service whether this be internally or externally.
Professional development
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare for and attend supervision sessions / team meetings / staff meetings as appropriate.
- Undergo relevant training as identified with your line manager.
Research and campaigns
- Assist with research and campaigning work by providing information about clients’ circumstances through the appropriate channel.
- Provide statistical information on the number of clients and nature of cases and provide regular reports to the line manager.
- Raise awareness and report to R&C Officer any particular trends affecting the client group.
Administration
- Provide feedback to your manager on substantive issues and recurring themes.
- Maintain case records for the purpose of continuity, information retrieval, and to ensure that advice standards meet Citizens Advice QAA requirements.
- Use IT for statistical recording, record keeping and document production.
Other duties and responsibilities
- Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
- Respect confidentiality at all times to ensure that all staff, volunteers and clients are treated fairly to comply with the Equal Opportunities Policy.
- Comply with all aspects of Citizens Advice Membership Scheme.
- Work with other members of staff and volunteers to promote the work of CARD.
- Comply with CARD’s policies and procedures including ensuring that all client interaction is GDPR compliant.
- Any other relevant duties commensurate with the nature of the post as required.
- Contribute to the development and maintenance of positive working relationships with a range of agencies, including the DWP and Rotherham Metropolitan Borough Council, in support of the service.
Universal Credit Help To Claim advisor Person Specification
- Confident communicator, in person, over the phone, web chat and video channels.
- Ability to write detailed and quality case notes.
- Proficiency in IT.
- Ability to research difficult advice issues within reputable sources and convey complex information to the client, ensuring they have understood.
- Have a positive can do attitude with high levels of resilience
- Understanding of and commitment to the aims and principles of the Citizens Advice service and our values.
- Empathetic with the ability to empower their clients, whilst maintaining structure and control of interviews.
- Ability to work independently
- Able to work as part of a team
Desirable
- Desirable to have passed the Citizens Advice Help to Claim competency programme
How to Apply
Please email [email protected] to request an application pack.
**It is essential that you fill in all sections in the application form including section 2, outlining how your skills and experience match the person specification**
Deadline: Monday 11th September at 5pm
Interviews: Friday 15th September via zoom
Job Type: Part-time
Part-time hours: 22.5 per week
Salary: £14,432.40 per year
Benefits:
- Work from home
Schedule:
- Monday to Friday
Work Location: Remote
Application deadline: 11/09/2023
