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HSB Caseworker
| Posting date: | 07 June 2025 |
|---|---|
| Salary: | £24,829 to £29,880 per year |
| Hours: | Full time |
| Closing date: | 13 June 2025 |
| Location: | Manchester, Greater Manchester |
| Remote working: | Hybrid - work remotely up to 5 days per week |
| Company: | Citizens Advice SORT Ltd |
| Job type: | Temporary |
| Job reference: |
Summary
We’re an ambitious charity determined to deliver quality services to our communities. Each year we improve the lives of tens of thousands of local people from across Stockport, Oldham, Rochdale and Trafford by sharing information and offering advice, support and guidance.
We’re excited to work with National Citizens Advice on this new pilot project whereby 2 Vulnerability Generalist Caseworkers will:
- Receive and respond to referrals directly sent from a High Street Bank via Casebook's Referral Tool
- Offer telephone support via Connect to vulnerable clients
- Provide remote, holistic, and ongoing support, the expectation is this will largely be benefits based but Generalist advice may be offered therefore knowledge in other enquiry areas is beneficial
- Utilise technology such as Caddy or CaseNote with client interactions and casework
If you have experience of delivering generalist advice with an in depth knowledge of Welfare Benefits, and can provide clients, particularly those most vulnerable, with ongoing casework support, then we would love to consider you for this role.
This pilot is initially funded for 1 year from 23rd June, with the possibility of an extension and expansion dependent on it's success. There is 1.8 FTE (63 hours) presently available so part time and full time applications will be considered.
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.
Please find more information in our Job Pack (https://docs.google.com/presentation/d/1mt6QUEbgxvy79UwES2-gRms1_8h3Z-O5AM33BHADETc/view) , applications via our website https://citizensadvicesort.careers.hibob.com/jobs.
Deadline to apply is midnight 13th June 2025
Essential criteria
- Experience of delivering Generalist Advice with an in depth knowledge of welfare benefits
- Effective oral and written communication skills
- Ability to research, analyse and interpret complex information
- Ability to prioritise own work, meet deadlines and in particular deal with casework and managing a caseload
- An ability and willingness to work effectively both on own initiative and as part of the team.
- Experience of dealing with clients in a calm, sensitive and effective manner
- Commitment to safeguarding principles and practices ensuring the safety and wellbeing of all children, young people and vulnerable adults who engage with the service.
- Commitment and a desire to work in a culture that enables collaboration, where a supportive environment for colleagues is provided and where open and honest communication is championed. You live and breathe our organisational values.
- An understanding and commitment to fairness and the positive impact that diversity and inclusion brings to this role and to service delivery in the charity sector.
- Proven ability to keep up to date with technology and take individual responsibility for learning new technologies.
Advice & Casework
Provide an advice and casework service for vulnerable clients referred by the Funder High Street Bank
- Ensure contact is made in a timely manner with 2 working day target
- Act for the client where necessary by calculating, negotiating; drafting or writing letters / emails and telephoning
- Ensure income maximisation through the take up of benefits, applications, grants and so on.
- Assist clients with other related problems where they are an integral part of the case by referring to other parts of the service or external agencies if appropriate.
- Utilise follow up email confirmations of advice and other technology such as Caddy, CaseNote or OpenBanking to assist clients with their enquiry
Administration Reporting and Public relations
- Maintain case records for the purpose of continuity of case work, information retrieval, statistical monitoring and report preparation.
- Ensure casework conforms to office manual and relevant quality standards.
- Use IT for statistical recording, record keeping and document production
- Maintain a library of reference material and case law
- Produce reports in a format and frequency determined by the service, showing the progress of the service in its aims, objectives and outcomes in line with performance targets.
- Liaise with statutory and non-statutory organisations and represent the service on outside bodies as required.
Research and campaigns
- Assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channel.
We truly value our colleagues - and we show that in what we offer you. We have a range of flexible working arrangements and generous 30-day leave entitlement.
We also offer a perks package including great discounts at high street brands and a employer contributed pension scheme.
We also offer numerous learning and development opportunities, an Employee assistance programme and even a corporate membership to Headspace, the wellbeing and meditation app.
Read more about our rewards in our colleague benefit package. (https://docs.google.com/document/u/1/d/1fHZGI9nZN5zYQVhIwDfbY23W6neLIuT5UbOWtGpEcj8/view)
We’re excited to work with National Citizens Advice on this new pilot project whereby 2 Vulnerability Generalist Caseworkers will:
- Receive and respond to referrals directly sent from a High Street Bank via Casebook's Referral Tool
- Offer telephone support via Connect to vulnerable clients
- Provide remote, holistic, and ongoing support, the expectation is this will largely be benefits based but Generalist advice may be offered therefore knowledge in other enquiry areas is beneficial
- Utilise technology such as Caddy or CaseNote with client interactions and casework
If you have experience of delivering generalist advice with an in depth knowledge of Welfare Benefits, and can provide clients, particularly those most vulnerable, with ongoing casework support, then we would love to consider you for this role.
This pilot is initially funded for 1 year from 23rd June, with the possibility of an extension and expansion dependent on it's success. There is 1.8 FTE (63 hours) presently available so part time and full time applications will be considered.
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.
Please find more information in our Job Pack (https://docs.google.com/presentation/d/1mt6QUEbgxvy79UwES2-gRms1_8h3Z-O5AM33BHADETc/view) , applications via our website https://citizensadvicesort.careers.hibob.com/jobs.
Deadline to apply is midnight 13th June 2025
Essential criteria
- Experience of delivering Generalist Advice with an in depth knowledge of welfare benefits
- Effective oral and written communication skills
- Ability to research, analyse and interpret complex information
- Ability to prioritise own work, meet deadlines and in particular deal with casework and managing a caseload
- An ability and willingness to work effectively both on own initiative and as part of the team.
- Experience of dealing with clients in a calm, sensitive and effective manner
- Commitment to safeguarding principles and practices ensuring the safety and wellbeing of all children, young people and vulnerable adults who engage with the service.
- Commitment and a desire to work in a culture that enables collaboration, where a supportive environment for colleagues is provided and where open and honest communication is championed. You live and breathe our organisational values.
- An understanding and commitment to fairness and the positive impact that diversity and inclusion brings to this role and to service delivery in the charity sector.
- Proven ability to keep up to date with technology and take individual responsibility for learning new technologies.
Advice & Casework
Provide an advice and casework service for vulnerable clients referred by the Funder High Street Bank
- Ensure contact is made in a timely manner with 2 working day target
- Act for the client where necessary by calculating, negotiating; drafting or writing letters / emails and telephoning
- Ensure income maximisation through the take up of benefits, applications, grants and so on.
- Assist clients with other related problems where they are an integral part of the case by referring to other parts of the service or external agencies if appropriate.
- Utilise follow up email confirmations of advice and other technology such as Caddy, CaseNote or OpenBanking to assist clients with their enquiry
Administration Reporting and Public relations
- Maintain case records for the purpose of continuity of case work, information retrieval, statistical monitoring and report preparation.
- Ensure casework conforms to office manual and relevant quality standards.
- Use IT for statistical recording, record keeping and document production
- Maintain a library of reference material and case law
- Produce reports in a format and frequency determined by the service, showing the progress of the service in its aims, objectives and outcomes in line with performance targets.
- Liaise with statutory and non-statutory organisations and represent the service on outside bodies as required.
Research and campaigns
- Assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channel.
We truly value our colleagues - and we show that in what we offer you. We have a range of flexible working arrangements and generous 30-day leave entitlement.
We also offer a perks package including great discounts at high street brands and a employer contributed pension scheme.
We also offer numerous learning and development opportunities, an Employee assistance programme and even a corporate membership to Headspace, the wellbeing and meditation app.
Read more about our rewards in our colleague benefit package. (https://docs.google.com/document/u/1/d/1fHZGI9nZN5zYQVhIwDfbY23W6neLIuT5UbOWtGpEcj8/view)
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.