Role Purpose
Do you enjoy helping people? Are you a compassionate and people‑focused person? Do you want to make a real difference to the lives of people who are in problem debt and help them find a way forward? The Debt Advice Caseworker will provide an in‑person, high‑quality debt advice and casework service to the organisation’s clients. The caseworker will provide mentoring and support to their co‑workers, helping to develop their skills and expertise in debt and money management service, ensuring that clients receive the best possible service. The role is demanding, requiring the ability to understand and deal with complex information. The caseworker will work collaboratively with team members, management and external organisations. 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
- Provide a casework service covering the full range of debt and money management advice, including debt relief orders, bankruptcy and debt management plans.
- Deliver our service by telephone, digital channels, drop‑in sessions, appointments, outreach work and home visits.
- Act for clients where necessary, drafting letters, budgets, financial statements and negotiating with third parties.
- Ensure income maximisation through the take‑up of appropriate welfare benefits.
- Prepare and present cases to statutory bodies, tribunals and courts when required.
- Assist clients with issues and refer them to the appropriate agencies and advisers.
- Maintain standards of service delivery and ensure casework conforms to the Citizens Advice membership requirements, the Advice Quality Standard and the Money and Pensions Service Advice Quality Framework.
- Comply with systems for monitoring and reporting purposes.
- Work collaboratively with colleagues to meet key performance indicators and targets.
- Assist in the smooth running of the organisation and provide emergency cover for other parts of the service when necessary.
- Analyse and interpret complex information, communicating this effectively in writing with emphasis on negotiation and representation.
Research and Campaigns
- Keep up to date with current research trends and campaign issues.
- Participate in research and campaigns activity by providing information on client circumstances and acting on behalf of the client.
Qualifications
- Knowledge and experience of 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 Money and Pensions Service and Citizens Advice quality standards.
- Effective oral and written communication skills and numeracy to the level required by the tasks.
- Ability to prioritise own work, meet deadlines, manage workload and targets in a pressured environment.
- An ordered approach to casework and an ability and willingness to follow and develop agreed procedures.
- IT literacy with the 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 equality and diversity policy.
- Ability to work across different sites within Liverpool.
- Institute of Money Advisers Certificate in Money Advice Practice or MaPS Caseworker accreditation equivalent.
Essential Criteria
- An understanding of and commitment to the aims, principles and policies of the Citizens Advice service, including a strong commitment to equality and diversity.
- An understanding of the problems and issues associated with unmanageable debt and their implications for clients and advice service provision.
- Recent experience of providing advice to the Advice Quality Standard and/or willingness and ability to complete full debt advice training.
- A good understanding of the skills and techniques used in interviewing clients through telephone, digital and face‑to‑face channels.
- The ability to understand the needs of others and to empower clients to take action for themselves.
- The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
- The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- The ability to work as part of a team and to respond positively to change.
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