Debt Caseworker

Purpose of the job

Flexibility is a key characteristic of all our posts, and the post-holder may be asked to carry out other tasks consistent with the grade from time to time.

Equality and Diversity:

All staff members are expected to demonstrate a commitment to equality and diversity. We recognise and celebrate the positive value of diversity, promote equality and challenge discrimination.

Responsibilities:

1. Casework – The post-holder will carry a specialist caseload, providing advice and casework covering the full range of debt issues and solutions. This includes but is not limited to, dealing with emergencies, making use of the Breathing Space scheme, making offers of repayment, drafting financial statements, advising on insolvency options and providing budgeting advice. They will ensure that income maximisation is carried out and refer to other in-house advisers or specialist agencies as appropriate.

They will be required to act for the client where necessary and communicate with third parties to progress a case.

Advice will be delivered through a variety of channels including face to face (drop-in and appointments), telephone or digital channels and must conform to the Citizens Advice Quality of Advice standards and funder requirements. The post-holder will work to individual targets that must be met in order to contribute to team targets.

2. Administration - they will be responsible for ensuring that an efficient system of administration for all work is in place and that advice is provided in accordance with quality requirements, with cases recorded accurately and in a timely manner.

3. Professional Development - they will be responsible for sharing knowledge and best practice with colleagues to improve the quality of advice and will be expected to keep up to date with relevant legislation, case law, policies and procedures through regular internal and external training. They may be required to provide training to internal staff or external organisations where appropriate.

4. Research & Campaigning – they will assist with research and campaigns work by providing information about clients' circumstances through the appropriate channel, regularly reviewing their work to highlight common or significant issues.

5. External Links – they will develop positive links with external organisations and may represent CASNS at meetings or events.

6. Outreach – they will be required to work at various venues across the are

Person Specification:

Qualifications

1. They will be accredited to MaPS Caseworker level or be close to achieving this.

Essential

1. The successful applicant will demonstrate that they understand the aims and principles of CASNS.

2. A willingness to adhere to Debt Advice Quality Standards.

Knowledge and Experience

1. Demonstrable knowledge and experience of debt advice and casework.

2. Experience dealing with challenging cases and vulnerable debt advice clients.

3. Experience of or willingness to work in outreach settings with an understanding of information assurance and safety in those settings.

4. Have essential IT and telephone skills and the ability to use an online case management system to store and maintain case records.

5. A proven commitment to Continuous Professional Development (CPD).

6. Have a good, up-to-date understanding of the application of Equality, Diversity and Inclusion to the provision of advice.

7. Demonstrate competence in and experience of supporting other advisers within a team.

8. A good understanding of the skills and techniques used in interviewing clients through a range of channels including telephone, digital and face-to-face.

Skills

1. Good numeracy skills and the ability to check calculations, prepare budgets and financial statements and read benefit statements.

2. The ability to analyse and interpret complex information.

3. Good oral and written communication skills and the ability to communicate well with a wide range of people including members of the public and external agencies.

4. The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

5. The ability to organise their workload, monitor and maintain own standards and prioritise work to meet deadlines and targets.

Personal Qualities

1. They will be empathetic, professional and approachable.

2. They will be comfortable working within a team with varying levels of experience.

3. They will positively contribute to the morale of the team.