Welfare Benefits Team Supervisor

Role Profile

Key accountabilities and responsibilities

Key elements & tasks

Supporting Clients

Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities

Offer comprehensive benefits checks, exploring the range of available state entitlements

Identification of emergency advice issues, and advice on how to move forward with those issues

Identification and assessment of eligibility for grants and other one-off support, signposting/ referring as appropriate

Determination of whether a food/ fuel bank referral is required

Research and explore options and implications so that clients can make informed decisions

Act for the client where necessary using appropriate communication skills and channels

Ensure that all work meets quality standards and the requirements of the funder

Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation

Support our research and campaigns work through various channels including case studies, data collection and client consent

Working as part of a team

Take part in peer-to-peer file reviews and quality of advice assessments

Be an active member of the wider team, acting and supporting colleagues in a collaborative way

Support and actively contribute to service delivery rotas

Promote best practice across the team

Performance, Personal Management

and Administration

Take ownership for monitoring own workload e.g. proactively reviewing when new cases are taken on, progress on current cases, outcome of completed cases and quality control, with minimal supervision

Be responsible for performance management at an individual level through: self-management; delivery of goals and tasks set; targets and outcomes; and reporting progress

Undertake file reviews and quality of advice assessments, in line with organisation/ contractual requirements and expectations as required (adviser level only)

Comply with operational management systems of supervision, objectives, appraisal and induction

Comply with data collection procedures and reporting to ensure effective recording of

performance monitoring, outcomes and client information

Service Development

To assist with the development of the service locally, regionally and nationally, publicising work as and when necessary

Work with colleagues to maintain a positive working and learning environment, in which equality and diversity are well managed, dignity at work is upheld and volunteers achieve their full potential

Carry out other tasks within the scope of the post to ensure the effective delivery and development of the role.

Training

To ensure through reading, training and consultancy, that your own level of knowledge around Welfare Benefit advice law is up-to-date and that this is disseminated as appropriate

To identify your own training needs in conjunction with the designated lead/ supervisor and be prepared to undertake appropriate training in line with your training and progression plan

Deliver training (internally and/ or externally), either through formal training sessions, or on the job coaching to colleagues (adviser level only).

Other duties and responsibilities

Liaise, as appropriate, with relevant outside agencies (voluntary and statutory), other Local Citizens Advice offices and other stakeholders

Be an active member of the wider team, acting and support colleagues in a collaborative way

To present a professional appearance, help maintain an orderly working environment, and act at all times to uphold the good reputation of Citizens Advice

To comply with all published organisational policies and procedures

Work flexibly to undertake such other reasonable duties and responsibilities

Please note that this job description does not constitute a term and condition of employment. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.

The Citizens Advice Service is a fast-moving organisation and therefore an employees duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.

PersonSpecification

(all criteria are essential, unless otherwise indicated)

Experience (through paid or voluntary work)

Minimum 2 years experience of delivering Welfare Benefit advice in a social welfare context

Experience of tribunal advice and representation (desirable)

Experience of working under legal aid contract for welfare benefits (desirable)

Legal aid supervisor standard (desirable)

Experience of working within an advice and information organisation within the third/ charity sector (desirable)

Experience of engaging with clients across a range of channels, including webchat and telephone sensitive and empower clients

Experience of flexible working, according to business need, while balancing multiple priorities and managing a high workload

Experience of flexible working according to business demand

Experience of communicating effectively, both orally and in writing, with a wide range of people

Experience of accurately drafting letters, reports and complex applications and presenting work in a clear layout

Experience of working towards targets

Knowledge and Understanding

Technical welfare benefit knowledge

Comprehensive knowledge of local and national advice service strategies and a thorough understanding of poverty, advice issues and the problems people face; and the ability to translate this understanding into solutions for people

Demonstrable understanding and awareness of the relationship between Welfare benefits and other areas of Social Welfare Law

Demonstrable understanding of the emphasis on quality of advice and related advice checks

Demonstrable understanding of funder requirements

Literate and numerate to the level required by the tasks

A thorough understanding of professional boundaries and the issues surrounding confidentiality, data protection and information assurance

Qualifications and Training

A commitment to continuous professional development (CPD), including a willingness to develop knowledge and skills in required areas

Skills and Abilities

Ability to interpret regulations and explain them to clients and colleagues and to produce clear advice and empowerment

Ability to provide constructive feedback to colleagues within a supervision setting or as and when required

Ability to work on own initiative, proactively manage a varied workload, ensuring deadlines are met

Ability to contribute as a member of the team but also work on own initiative and without close supervision

Effective written and verbal communication skills, including the ability to deal appropriately with a range of people via face-to-face, telephone and digital communication methods

The ability and willingness to liaise with outside agencies, and build effective working relationships with local and regional partners

Excellent verbal, written & numerical skills

Willingness and ability to commit to a rota within the required service delivery hours.

Additional Factors

Ability and willingness to work as part of a team and a commitment to collective team responsibility

Understanding of, and commitment to, the aims and principles of the Citizens Advice service in which equality and diversity is embedded throughout

Proven ability to use cloud-based systems and IT packages, including, word processing, spreadsheets and email (maintain one or more electronic diary/diaries), and the ability to use or learn to use other packages as necessary

Commitment to continual professional development, including a willingness to develop knowledge and skills in advice topics

Awareness that Citizens Advice clients are at the heart of everything we do