Caseworker – Revenues and Benefits – Sunderland City Council - SR1 3AA
6 – 12 Months Contract
37 Hours Per Week
Office Based
We are looking for Caseworker based at : City Hall, SR1 3AA
Key Accountabilities:
To undertake and complete financial and situational assessments for low income and vulnerable customers who are applying for Discretionary Housing Payments, Local Welfare Provision, and other Discretionary Financial Support schemes in accordance with DWP guidance and locally designed policies and procedures.
1. To undertake and complete financial and situational assessments on all claims for Discretionary Housing Payments (DHP) and Local Welfare Provision (LWP) applications for Crisis Support and Community Care Support and Discretionary Financial Support schemes such as Household Support Fund.
1. To develop and maintain a working knowledge of the rules and regulations of Social Security benefits and to keep up to date with Welfare Reforms to be able to apply knowledge to individual claims and identify and report any discrepancies with customer benefits to relevant authorities .
1. Comply with defined policies, DWP guidance /regulations and local business processes and procedures when completing financial and situational assessments, internal reviews and making decisions on applications.
1. To carry out comprehensive and timely case management across a caseload of new and repeat customers including proactively managing recall and customer support.
1. To undertake and complete financial and situational assessments on all claims for Discretionary Housing Payments (DHP) and Local Welfare Provision (LWP) applications for Crisis Support and Community Care Support and Discretionary Financial Support schemes such as Household Support Fund.
1. To develop and maintain a working knowledge of the rules and regulations of Social Security benefits and to keep up to date with Welfare Reforms to be able to apply knowledge to individual claims and identify and report any discrepancies with customer benefits to relevant authorities .
1. Comply with defined policies, DWP guidance /regulations and local business processes and procedures when completing financial and situational assessments, internal reviews and making decisions on applications.
1. To carry out comprehensive and timely case management across a caseload of new and repeat customers including proactively managing recall and customer support.
2. Record data / information accurately on monitors and customer E-case files for management information and to enable the completion of statistical reports and statutory returns.
1. To provide an excellent customer service in relation to the financial and situational assessment processes, enquiries and complaints as well as offering advice or signing posting to internal or external partners to help support /produce positive outcomes for customers.
1. To work effectively as an individual and as part of a team and with others to build excellent working relationships with a range of internal and external partners such as Housing Options Team, Benefits service, Welfare Rights Service, TFC, First Tier Advice Providers, Customer Service Network, WWIN and other support services, Suppliers and DWP/HMRC and Housing Associations / Registered Social Landlords i.e., Gentoo.
1. To carryout out telephone assessments on all application received for DHP, LWP and temporary DWP schemes. Request and verify all evidence requested/provided to support application.
1. To access internal and external systems, including the DWP systems to verify customer identity, address and income in accordance with GDPR regulations.
1. To communicate information effectively with the customer both verbally and / or in writing about their applications, queries and assessment process – including the ongoing requirements on the customer and challenging where require. Adapting approach to meet the needs of the customer.
1. To process and issue awards -including monetary awards / vouchers, calculate complex overpayments within agreed processes, policies and regulations.
1. To work independently and as part of a team to plan and organise own workload ensure that work is delivered within timescales and tasks are appropriately prioritised.
2. Input accurate data into processing documents, as well into spreadsheets/ monitors for statistical or performance requirements and accurate case details / information into customer E-Case records.
1. To contribute to the development/improvement of business processes, guidance and ways of working and support the development and training of new staff.
1. Responsible for corporate credit cards, to support the service under Business Continuity. Monitoring of all transaction and completing monthly reconciliation process on RBS banking system
1. A commitment to continuous improvement
To promote and champion a positive organisation- wide culture that reflects the Council’s values
Requirements:
* Ability to learn or knowledge or experience in undertake:
* Discretionary Housing Payments
* Local Welfare provision – Crisis Support
* Local Welfare provision – Community Care Support
* Ability to learn knowledge, experience of:
* Welfare Reform Issues
* Council Procedures
* Of working with all Microsoft computer applications, especially, teams, word and excel. Able to record information and input data