Job Title: Caseworker – Discretionary Financial Support
Service/Team: Discretionary Financial Support Services
Reports to: Discretionary Financial Support Services Manager
Role Purpose
To assess and manage applications for financial support schemes such as Discretionary Housing Payments, Local Welfare Provision, and the Household Support Fund, ensuring accurate, timely, and fair decisions in line with legislation, council policy, and DWP guidance.
Key Responsibilities
* Conduct telephone assessments and verify evidence for applications.
* Process awards, including monetary payments and vouchers, and calculate overpayments when necessary.
* Maintain accurate records in e-case files, spreadsheets, and monitoring systems.
* Provide excellent customer service, giving advice and signposting support where required.
* Work independently and as part of a team, managing a caseload and prioritizing tasks.
* Keep up-to-date with welfare policies, benefits regulations, and council procedures.
* Collaborate with internal and external partners, including housing teams, benefits services, and welfare agencies.
Essential Skills & Experience
* Experience in casework, benefits assessment, or welfare support.
* Excellent communication skills, particularly over the phone.
* Strong organisational skills and attention to detail.
* Ability to work under pressure and meet tight deadlines.
* Competent IT skills and ability to manage multiple systems.
* Commitment to delivering high-quality customer service.
Other Requirements
* DBS clearance to work with vulnerable adults.
* Compliance with council policies, data protection (GDPR), and equal opportunities.
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