Overview
Caseworker - Revenues and Benefits - Sunderland City Council - SR1 3AA
6 - 12 Months Contract • 37 Hours Per Week • Office Based
We are looking for a Caseworker based at City Hall, SR1 3AA.
Responsibilities
* Undertake and complete financial and situational assessments for low income and vulnerable customers applying for Discretionary Housing Payments (DHP), Local Welfare Provision (LWP), and other Discretionary Financial Support schemes in accordance with DWP guidance and locally designed policies and procedures.
* Develop and maintain a working knowledge of the rules and regulations of Social Security benefits and stay up to date with Welfare Reforms to apply knowledge to individual claims and identify discrepancies with customer benefits to relevant authorities.
* 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.
* Carry out comprehensive and timely case management across a caseload of new and repeat customers, including proactively managing recall and customer support.
* 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.
* Provide excellent customer service related to financial and situational assessment processes, enquiries and complaints, and offer advice or signposting to internal or external partners to support positive outcomes for customers.
* Work effectively as an individual and as part of a team to build excellent working relationships with internal and external partners (e.g., Housing Options Team, Benefits Service, Welfare Rights Service, TFC, First Tier Advice Providers, Customer Service Network, WWIN, DWP/HMRC, Housing Associations / Registered Social Landlords).
* Carry out telephone assessments on all applications received for DHP, LWP and temporary DWP schemes; request and verify all evidence required to support applications.
* Access internal and external systems, including DWP systems, to verify customer identity, address and income in accordance with GDPR regulations.
* Communicate information effectively with the customer about their applications, queries and assessment process, including ongoing requirements, and adapt approach to meet the needs of the customer.
* Process and issue awards (monetary awards/vouchers) and calculate complex overpayments within agreed processes, policies and regulations.
* Plan and organise own workload to ensure work is delivered within timescales and tasks are prioritised.
* Input accurate data into processing documents and spreadsheets/monitors for statistical or performance requirements and ensure accurate case details in E-Case records.
* Contribute to the development/improvement of business processes, guidance and ways of working; support the development and training of new staff.
* Promote a positive organisation-wide culture that reflects the Council's values.
Requirements
* Ability to learn or experience in Discretionary Housing Payments (DHP).
* Ability to learn knowledge/experience of Local Welfare Provision – Crisis Support and Community Care Support.
* Ability to learn knowledge and experience of Welfare Reform Issues.
* Knowledge of Council Procedures.
* Experience with Microsoft applications, especially Teams, Word and Excel; ability to record information and input data.
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