Caseworker – AR

Job Details

Job Description

Job Title

Caseworker – Discretionary Financial Support Services

Grade

Grade 5

Service / Team

Discretionary Financial Support Services

Responsible To

Discretionary Financial Support Services Manager

Responsible For

No line management responsibility
Responsible for council equipment including laptop and mobile phone for agile/home working

Job Purpose

To undertake financial and situational assessments for low-income and vulnerable residents applying for Discretionary Housing Payments (DHP), Local Welfare Provision (LWP), Household Support Fund, and other discretionary financial assistance schemes. The role ensures all decisions are made in line with Department for Work and Pensions (DWP) guidance, relevant legislation, and local council policies.

Key Responsibilities

  • Carry out financial and situational assessments for applications to Discretionary Housing Payments, Local Welfare Provision (including Crisis and Community Care Support), and other discretionary support schemes.
  • Apply knowledge of welfare benefits legislation and welfare reforms to assess entitlement and identify discrepancies in benefit information.
  • Ensure all decisions comply with DWP guidance, council policies, and internal procedures.
  • Manage a caseload of new and repeat applicants, ensuring timely case progression and appropriate follow-up.
  • Maintain accurate and up-to-date electronic case records and contribute to reporting and statistical returns.
  • Provide high-quality customer service, including handling enquiries, explaining decisions, and managing complaints sensitively.
  • Signpost customers to internal and external support services to improve outcomes.
  • Work collaboratively with internal teams and external partners such as Housing Services, DWP, HMRC, advice agencies, and housing associations.

Key Tasks

  • Conduct telephone-based financial assessments for DHP, LWP, and other discretionary schemes.
  • Verify customer identity, income, and circumstances using internal and external systems in line with GDPR requirements.
  • Communicate clearly with customers regarding their application, requirements, and outcomes, adapting communication style to individual needs.
  • Process awards including cash payments and vouchers, and calculate overpayments where required.
  • Prioritise and manage workload effectively to meet deadlines and service standards.
  • Accurately input and maintain data across case management systems and spreadsheets.
  • Contribute to service improvements, updated procedures, and staff development activities.
  • Support business continuity activity, including management and reconciliation of corporate credit card transactions.
  • Promote continuous improvement and uphold council values in all areas of work.

Other Duties and Compliance

  • Work in accordance with Equal Opportunities, Health and Safety, Data Protection (GDPR), Freedom of Information Act, and all relevant council policies.
  • Maintain confidentiality and handle sensitive personal data appropriately.
  • Must be willing to undergo Disclosure and Barring Service (DBS) clearance due to work with vulnerable adults.

Person Specification Summary

Essential Experience

  • Understanding of or ability to learn Discretionary Housing Payments (DHP), Local Welfare Provision (LWP), and other discretionary support schemes.
  • Awareness of welfare benefits systems and council procedures.
  • Experience using Microsoft Office (especially Word, Excel, and Teams) and case management systems.

Essential Skills

  • Strong communication skills (written and verbal), with ability to handle sensitive conversations.
  • Ability to assess information, make decisions, and follow policy guidance.
  • High level of accuracy and attention to detail when working with financial data.
  • Ability to manage a busy caseload and meet deadlines.
  • Strong numerical and analytical skills.
  • Ability to work independently and as part of a team.
  • Ability to adapt to changing priorities and working environments.
  • Willingness to support and mentor new staff when required.

Values and Behaviours

  • Commitment to equality, diversity, and inclusion.
  • Commitment to health and safety and data protection standards.
  • Alignment with council values: We innovate, We enable, We respect