Money Advice Service Debt Caseworker
1 x permanent (up to 37hrs), 1 x maternity leave (up to 30hrs)
Salary: £20,459 to £23,166 depending on experience
Hours: As part of our commitment to being a flexible employer, applications are welcomed from candidates who are able to offer up to 37 hours a week.
Responsible to: Project Lead – Debt and Money Management Advice
- To provide a high quality advice and casework service to the organisation’s clients in debt and money management advice.
- To provide mentoring and support to other workers which helps to develop their skills and expertise in debt and money management advice.
The post holder will be part of a team of 8 fte caseworkers responsible for delivering a high quality debt and money management advice service to clients across the county through telephone/digital channels and community based outreach work.
The role will be based in Morpeth but travel across the county will be required to deliver outreach services on a rota basis.
We will accept applications from candidates who are as yet untrained in debt casework but who can show a basic understanding of and interest in debt advice and who have the skills and ability to train quickly.
Advice and casework
- Provide a casework service covering the full range of debt and money management advice including debt relief orders, bankruptcy and debt management plans.
- Deliver the service by a range of methods as required including telephone/digital channels, drop-in sessions, appointments, outreach work and home visits.
- Act for clients where necessary, including drafting letters, budgets, and financial statements and negotiating with third parties.
- Ensure income maximisation through the take up of appropriate welfare benefits.
- Prepare and present cases to statutory bodies, tribunals and courts as required.
- Assist clients with other related problems where they are an integral part of the case and refer to other advisers or specialist agencies as appropriate.
- Maintain standards of service delivery and ensure that casework conforms to the Citizens Advice membership requirements, the Advice Quality Standard and the Money Advice Service Debt Framework.
- Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring, report preparation and quality checking.
- Ensure that all work conforms to the organisation’s systems, policies and procedures.
- Comply with the systems for monitoring and reporting on client satisfaction and the outcomes of advice.
- Work in partnership with colleagues to ensure that the service meets key performance indicators and targets.
- Assist in the smooth running of the organisation by providing back-up and emergency cover for other parts of the service as required.
Research and campaigns
- Keep up to date with current research and campaigns issues.
- Participate in research and campaigns activity by providing information about clients’ circumstances and taking action on behalf of clients.
Learning and development
- Provide mentoring and support to staff and volunteers delivering debt and money management advice to increase knowledge and develop capacity.
- Carry out independent file reviews in line with agreed peer review procedures and systems to develop own expertise and that of the team.
- Read relevant publications to maintain knowledge and expertise.
- Keep up to date with legislation, case law, policies and procedures and undertake training appropriate to the role.
- Uphold the aims, policies and membership requirements of the Citizens Advice service and demonstrate a strong commitment to equality and diversity principles.
- Work cooperatively with colleagues to encourage good teamwork across the organisation.
- Develop and maintain links with statutory and non-statutory agencies and promote the work of the organisation in a positive and constructive way.
- Prepare for and attend relevant supervision sessions / staff meetings / trustee board meetings as required.
- Comply with all monitoring and reporting requirements and provide progress reports for managers, the trustee board, Citizens Advice and funders as required.
- Adhere to the organisation’s information assurance policies and procedures and report any breaches or incidents of non-compliance.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
- Undertake any other duties that are consistent with the level of the post and ensure the effective delivery and development of the organisation’s services.
- An understanding of and commitment to the aims, principles and policies of the Citizens Advice service including a strong commitment to equality and diversity.
- An understanding of the problems and issues associated with unmanageable debt and their implications for clients and advice service provision.
- Recent experience of providing advice to the Advice Quality Standard and the willingness and ability to complete full debt advice training.
- A good understanding of the skills and techniques used in interviewing clients through a range of channels including telephone, digital and face-to-face.
- The ability to understand the needs of others and to empower clients to take action for themselves.
- The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
- An organised approach to work and the ability and willingness to follow set procedures concerning casework and file management.
- Good numeracy skills and the ability to check calculations, prepare budgets and financial statements and understand statistics.
- The ability to analyse and interpret complex information and to communicate effectively in writing with particular emphasis on negotiation and representation.
- Good oral communication skills and the ability to communicate well with a wide cross section of people including members of the public and external agencies.
- The ability to work flexibly with a variety of individuals and organisations and to earn and maintain the trust of those people with whom the organisation works.
- The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- The ability to work as part of a team and to respond positively to change.
- A commitment to continuing professional development including a willingness to develop knowledge and skills.
- Good ICT skills and the ability to ensure the best use of IT systems and packages in the provision of advice services.
- The regular use of a car for work purposes including outreach and home visiting.
- The Citizens Advice ‘Certificate in Generalist Advice’ or equivalent experience.
- Experience in providing full debt casework.
- Normal hours of work for a full-time worker are Monday to Thursday 9.00am to 5.00pm and Friday 9.00am to 4.30pm including a 30 minute unpaid break.
- Full-time employees are entitled to 36 days annual leave (including bank holidays).
- Travel expenses will be paid on authorised business.
- Closing date for applications is: 9.00 Wednesday 10th
- Interviews will be held on: Wednesday 17th April
- If you would like an informal discussion about the role please contact Jane Brown, in the first instance to arrange this, using the contact details below.
- Return completed applications (CV’s will not be accepted) using the details below.