Job description: We are hiring an experienced and compassionate Caseworker to join the Department for Financial Support Services (DFSS) team. The successful candidate will play an important role in administering the Crisis and Resilience Fund, including Housing Payments, Crisis Payments, and Local Welfare Provision. Your Role: •Conduct telephone assessments of applications received for Crisis and Resilience Fund support and Local Welfare Provision. •Gather and evaluate information to determine eligibility and make appropriate decisions on applications. •Process awards accurately and efficiently in accordance with policies and procedures. •Provide clear, professional, and empathetic support to applicants throughout the assessment process. •Maintain accurate records using relevant IT systems and case management tools. •Respond to enquiries from customers and partner organisations in a timely and professional manner. •Ensure confidentiality and compliance with data protection requirements at all times •Work collaboratively with colleagues and relevant services to support effective service delivery. Experience: •Experience in customer service, telephone-based support, assessment, or administration is desirable but not essential. •Excellent communication skills, both verbal and written. •Strong listening skills with the ability to gather information sensitively and accurately. •Competent IT skills, including experience using Microsoft Office applications. •A compassionate and professional approach when supporting individuals experiencing difficult circumstances •Experience in a similar financial role is preferred but not essential as full training will be given. This is an excellent opportunity to support individuals and families facing financial hardship by carrying out assessments, making informed decisions, and helping people access the assistance they need