Casework manager jobs in liverpool
South West Advocacy Network supports and empowers people to have a voice, by ensuring access to quality, independent advocacy. We believe that everyone has the right to be heard & respected, the right to choice in decisions about themselves and the right to be safe.
Service Managers are responsible for their services meeting targets and delivering on contract requirements, including providing the data required for contract and organisational monitoring.
The Service Manager role assumes responsibility for all aspects of SWAN’s West Berkshire statutory advocacy services. This includes IMCA, Paid Rep, Care Act and IMHA. Our Service Manager is also responsible for the delivery of SWAN’s social value projects in West Berkshire.
The role requires a positive approach and a high degree of personal responsibility. The Service Manager is responsible for the West Berkshire team’s performance. Service Managers are experienced and inspirational leaders. You will be working remotely, but within easy commuting distance of West Berkshire. They have, or are willing to work towards, a level 5 management qualification.
The post is subject to 2 references including previous employer, evidence of right to work in the UK and an enhanced DBS check.
FTE salary is £31,602.88 - £34,533.32 (actual £25,623.97 - ££27,999.99) and the lower salary will be paid to new starters unless they hold the relevant qualifications.
Registered Charity
101 - 500
South West Advocacy Network supports and empowers people to have a voice, by ensuring access to quality, independent advocacy.
The client requests no contact from agencies or media sales.
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Citizens Advice Wirral is recruiting for a Foodbank Plus Caseworker to provide casework covering benefits and debt as part of the Foodbank Plus project. The successful applicant will have knowledge and experience of advice work and excellent communication skills. The role will involve delivering advice in a variety of mediums and acting for the client where necessary.
Citizens Advice Wirral is a local charity assisting Wirral residents with a range of issues including benefits, debt, employment, housing and life challenges that affect their health and wellbeing. We also actively work for change in the policies and practices of organisations that impact our clients.
Our values shape how we work with each other across all roles: Open and Honest, Professional, Empowering, Non-judgmental and Approachable. They apply to all areas of our advice-giving, our research and campaigns work and how we challenge discrimination and champion equality.
Working for Citizens Advice Wirral has a range of benefits including:
- A generous holiday allowance of 25 days (rising to 30 days) plus bank holidays (pro-rata)
- Agile working with both home and office-based days (role dependent)
- A contributory pension scheme
- Employee Assistance Programme
To find out more and start your application please click the apply button.
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About the Role
Key duties and responsibilities
- Provide court representation for clients, including emergency actions, by attending hearings at Liverpool Civil and Family Court.
- Prepare and present cases ready for court hearings by checking time limits, adherence to pre action protocols by creditors, completing relevant court forms and checking fees/remissions.
- Negotiate with and signpost/refer to third parties as appropriate.
- Assist client with alternative dispute resolution cases e.g. Financial Ombudsman Service.
- Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
- Provide advice and assistance to other staff across a range of debt issues.
- Ensure that all work meets the quality standards of the AQS Debt Advice Services, the Citizens Advice quality assurance scheme and the Money and Pensions Service (MaPS) quality framework.
- Meet the individual performance targets and engage positively in discussions with the Line Manager to maintain required levels.
- Provide regular reports and feedback to the Line Manager as required.
- Assist with social policy work by providing information about clients' circumstances through the appropriate channel.
- Work collaboratively with partner agencies, Liverpool Civil and Family Court user groups, local authority and other local statutory and voluntary organisations to increase access to the service and to the range of support and advice needed according to individual circumstances.
- Work as part of the CAL Money Advice Team and contribute to effective service provision.
- Work independently in the Liverpool Civil and Family Court with clients as well as working from home and at different sites within Liverpool according to client appointment need.
General
- Ensure achievement of MaPS accreditation to Court Representation level within 3 months of starting the role, if not already achieved.
- Attend relevant internal and external meetings as agreed with the Line Manager.
- Maintain an up to date working knowledge of all new relevant legislation through reading monthly subscriptions including relevant case law.
- 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, diversity, and inclusion strategy.
- Abide by health and safety guidelines and share responsibility for your own health and safety and that of colleagues.
- Identify own learning and development needs and take steps to address these with your Line Manager, including engaging in team meetings and supervision sessions.
- Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.
Requirements
- Knowledge and experience of court representation, complex debt casework, covering priority and non-priority debt advice, options and insolvency solutions.
- Experience of achieving performance and quality targets/KPIs.
- Ability and willingness to undertake training and development to comply with MaPS Caseworker accreditation to court representation level, and Citizens Advice quality standards.
- Effective oral and written communication skills.
- Numerate to the level required by the tasks.
- Ability to prioritise own work, meet deadlines, manage workload and targets in a pressured environment.
- Ordered approach to casework and an ability and willingness to follow and develop agreed procedures.
- IT literate with an ability to use software packages including Microsoft Office products in the provision of advice and preparation of formal written materials.
- Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- Ability and willingness to work as part of a team.
- Understanding of and commitment to the aims and principles of the Citizens Advice service and its equalities and diversity policy
Desirable
- Citizens Advice Generalist Advice learning/certificate.
- Institute of Money Advisers Certificate in Money Advice Practice or MaPS accreditation to court representation equivalent.
How to Apply
For more information and to apply, please click on the Apply button.
About us
The Court Specialist (Housing) Debt Adviser is responsible for providing a quality court representation service for clients facing court proceedings for housing and personal debt, including mortgages, secured and unsecured loans, who are not eligible for housing legal aid.
The project joins a programme funded by the Access to Justice Foundation that aims to sustain and improve access to early social welfare and family legal support and advice, to enable people to resolve these problems as early as possible and avoid the need for court or tribunal proceedings where possible. Where court or tribunal proceedings are needed, the project will provide the support needed to help people navigate the process effectively, including where support to prepare for court and at court is required. The focus of this project will be to provide housing debt court/tribunal support and representation to increase homelessness prevention.
To be successful in this role, you will need to be confident, motivated and willing to try new things, have excellent communication skills with an ability to work under pressure to achieve targets and outcomes with minimum supervision. You will need to have knowledge and experience of complex debt casework, and (county) court money claim, and possession proceedings as well as priority and non-priority debt advice, options and insolvency solutions.
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About us
Universal Credit (UC) is the fastest growing advice issue for the Citizens Advice service and improving the support available to people making a claim is vital. Our Help to Claim service guides people through the claims process - this will include identifying suitability, helping clients to start their claim and providing support to their first payment.
Citizens Advice Liverpool is looking to recruit Help to Claim advisers with knowledge and experience of welfare benefits to join their team.
The successful candidates will provide end to end telephone and web chat support for new Universal Credit claimants. Your understanding of legacy benefits will enable you to check whether a client would be better off on Universal Credit. You will also be able to identify clients who due to transition to Universal Credit via Managed Migration and support them through the process and application. You will be confident in your ICT skills to support clients in making their claim.
You’ll have the ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings, as well as a commitment to the aims and principles of the Citizens Advice Service.
About the Role
Advice Giving
- Provide advice through telephone and webchat
- 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
- Supporting clients to use ICT to make their new Universal Credit claim
- Use Citizens Advice resources to find, interpret and communicate the relevant information to clients
- Complete benefits checks when appropriate
- 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.
- Refer internally or to other specialist agencies as appropriate.
- Ensure that all work meets quality standards and the requirements of the funder
- Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
- Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
- Complete the required training to comply with quality assurance processes
Research and campaigns
- Support our research and campaigns work through various channels including case studies, data collection and client consent
Professional development
- Keep up to date with legislation, policies and procedures and undertake appropriate training
- Read relevant publications
- Attend relevant internal and external meetings as agreed with the line manager
- Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
Administration
- Use of telephony and IT equipment for multichannel delivery of advice services
- Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure GDPR compliant training is completed on an annual basis
- Ensure that all work conforms to your organisation’s systems and procedures
Other duties and responsibilities
- Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
- Demonstrate commitment to the aims and policies of Citizens Advice
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
- Work from a variety of Citizens Advice Liverpool outlets and outreach locations across the city as required over the course of the week between the hours of 8am-6pm.
Requirements
- Recent knowledge and experience of the benefits systems, including experience of carrying out accurate benefit check calculations in a professional setting
- Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate
- Experience of providing advice through telephone and web chat
- Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them
- Ability to interpret complex information and convey it in a way that is understandable to clients.
- Good ICT knowledge with an ability to support clients with their online claim application
- Ability to develop and maintain positive working relationships with a range of partnership organisations to reach Universal Credit claimants.
- Assist with research and campaigns works by providing information about clients’ circumstances
- Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
- Ability to meet targets and excel against objectives.
- Ability and willingness to work both on own initiative and as part of a team.