Welfare Benefit Specialist Team Leader advertised by GlosJobs.co.uk

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Citizens Advice Stroud & Cotswold Districts (CA SCD)

Contact Information:
Citizens Advice Stroud & Cotswold Districts (CA SCD)
Unit 8, 1st Floor
Brunel Mall
London road

Tel: 01453 758252

Website: Click Here

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Welfare Benefit Specialist Team Leader

Stroud and/or Cirencester depending on organisational requirement

Role:  Permanent

About Us

Citizens Advice Stroud and Cotswold Districts is a highly regarded independent advice charity in Stroud and Cotswold, serving a growing population of 32,670.We help people to resolve their legal, financial and other problems by providing information and advice and by influencing policymakers.  We also provide a range of specialist casework and targeted services including debt and energy issues.

About the role

Advice Giving

Service development and leadership

To provide leadership, support and management to the Welfare Benefits Team and to bring a vision of a single service to the team which is dispersed across both sites.

Be responsible for recruiting, training and inducting new members to the Welfare Benefits team.

Ensuring systems, procedures and guidance are developed in line with the Welfare Benefits Quality Framework.

Working with existing partners and external agencies on the developing welfare benefits capacity and ensure referral systems are up to date and relevant.

Work with the IT and communication leads to ensure websites, digital media and referral systems are up to date and relevant.

Ensuring all relevant legal and regulatory requirements for Welfare Benefits are in place and reviewed periodically to ensure both service and workers compliance.

Deliver a limited caseload of the more complex Welfare Benefits advice work, including acting for the client where necessary by negotiating with 3rd parties, preparing and presenting cases to the appropriate statutory bodies, tribunals, courts and referring to other advisers or specialist agencies.

Encourage good teamwork and lines of communication between all members of staff and volunteers.

Quality and Service Provision

Be responsible for overseeing the quality and accuracy of casework, liaising with Services Managers and supervisors to identify concerns and taking action to address issues.

Monitoring service performance against agreed output, outcome and satisfaction targets including Help to Claim.

Produce statistics and reports to funders, partners and the Board as required.

Monitoring the quality and effectiveness of case work interventions relating to welfare benefits through face to face, telephone or digital platforms and across all levels of service.

Produce reports on staff and service performance at agreed intervals, taking action to address any issues with quality or performance.

Ensuring service user feedback in the form of compliments, comments and complaints are encouraged and appropriately responded to within the agreed timescales and following Citizens Advice procedure.

Working with the Training Officer and Managers to actively promote the role of volunteers in Welfare Benefits.

Assisting with recruitment, training and support of a team of volunteer Benefit caseworkers.

Be responsible for organising and managing events and activities related to Welfare Benefits such as quarterly team meetings.

Carry out case checking on all aspects of Welfare Benefits as appropriate to ensure compliance with standards.

Carry out Independent File Reviews of all Benefit Caseworkers once every quarter, monitor standard of work and feedback where appropriate.

To work in accordance with the Citizens Advice national and local operating procedures and those of any external regulators or professional bodies.

Service Promotion, Networking & Knowledge Sharing

Representing Citizens Advice Stroud and Cotswold Districts internally and externally; promoting the services of CASCD.

Sharing knowledge, learning and best practice with the Welfare Benefits team and colleagues in CASCD.

Collaborating with the Research and Campaigns teams to ensure quantitative and qualitative data is routinely collected which is able to influence our policy and leadership work.

Keep up to date with all legislative changes and impart to the Team and volunteers in general.

Maintain good working relationships with the Services Delivery Manager at Stroud District Council and the DWP Partnership team. Forge a good working relationship with Cotswold District Council and any other appropriate agencies.

Continue to attend and maintain relationship with the Tribunal User Group.

Supporting & Developing People

To ensure all staff and volunteer caseworkers are supported and developed through on the job coaching, individual supervision, identifying and promptly addressing learning and development needs.

Ensure staff and volunteers attain the required levels of competence relevant to the role.

Work cooperatively with colleagues and encourage good teamwork, clear lines of communication and common practices within the team.

To participate in regular supervision and appraisal and undertake any relevant training as appropriate to the role and your own personal development.

To carry out regular appraisals and supervision meetings for all staff and volunteers within the Welfare Benefits team.

General Duties

Keep up to date with Citizens Advice aims, policies and procedures and ensure these are followed.
Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
Monitor and evaluate activities appropriate to the role and contribute to the organisational planning process by providing regular reports and feedback on the areas of responsibility.
Attend regular internal and external meetings relevant to the role (staff, team, management, trustee board, etc).
Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.
Ensure compliance with all legal and regulatory requirement including GDPR and Health and Safety.

Person specification

The ability to commit to and work within the aims, principles and policies of the CA-SCD.

Proven ability to manage, support and supervise people including the ability to recruit, develop and motivate staff and volunteers.

Ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to do their best.

Have achieved the competency requirements for a Specialist Welfare Benefits Team Leader and have experience of monitoring casework for quality.

Experience of monitoring and maintaining service delivery against agreed targets.

Ability to communicate effectively verbally and in writing.

Ability to analyse and interpret complex information and produce and present clear reports verbally and in writing.

Use IT for the provision of advice services and provide statistical reports from information relating to research and campaigns and funding requirements, record keeping and document production.

Ability to work with a variety of organisations and to earn and maintain the trust of those people with whom CA-SCD deals.

Ability to lead and contribute to the Welfare Benefits Team, including the ability to prioritise own work and the work of others, and take decisions in relation to service delivery.

Commitment to continuing professional development.

Ability to be flexible with hours of work to deliver necessary information sessions outside of office hours.

Ability to self-manage and work from home where appropriate.

Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

Previous applicants need not apply.

In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.

Please contact Diane Elsdon, Business Manager, by email for an application form and job pack by clicking on Apply Now.

Please note we do not accept CVs.

Citizens Advice Stroud and Cotswold Districts values diversity, promotes equality and challenges

Closing date for applications: Monday 9th August 2021 at 12 midday.

Salary: £27,188 p.a. pro rata

Hours Per Week: 30 to 37 per week (flexible)

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