Purpose of the Job:

1. To visit new or existing clients or their representatives to provide a holistic service in respect of all elements of Welfare benefits and chargeable Community Care Services.

2. Remain up to date with all relevant changes in legislation and Council policy and with
a. the range of benefits available to ensure the accuracy of information provided

3. To maintain good working relationships with other operational staff, other Departments
a. and external organisations ensuring the Council’s standards of customer care are adhered to and to provide advice on welfare benefits to colleagues.

4. To identify any other benefits to which a customer may be entitled

5. At peak times, to carry out other duties as required that are reasonable and commensurate with the post , in order to assist with the smooth running of the team

Adult Social Care Services

6. To financially assess and assist potential welfare benefit clients receiving community based care services and review client charges following any change of circumstances

7. To maintain accurate client records on all cases monitoring and review to enable the provision of statistics particularly in respect of clients helped and benefits gained

8. To assess, prepare and represent cases for clients at the first stage written appeal and if required provide information to an agent or representative of the client.

9. To assist in the development of training on charging legislation as required

10. To assist in debt recovery in respect of unpaid chargeable social care services, as required by clients and aim to maximise income to the Department.

Welfare Benefits

11. To visit Welfare Benefit clients to assist in the completion of claim forms and to obtain information/proofs essential to the speedy determination of claims.

12. To review Housing and Council Tax Support claims in accordance with legislation, policy and procedures and forward details of any anomalies found to the relevant assessment teams.

13. To update IT systems with details of all actions, to ensure accuracy of records held and respond to routine telephone & written enquiries on behalf of the team as appropriate.

14. Refer any cases for higher level investigation where irregularities are identified.

15. Adjudicate on complex cases and refer to the Legal team, if appropriate and if necessary for further determination.

16. Review cases in line with annual upratings