Specialist Caseworker

We are the only Citizens Advice in the country to hold a ten-year funding contract
with the Local Authority. This contract enables us to deliver 4 key service areas
that include:
1. Our generalist Advice Service
2. Library services at Avonmore and Askew Libraries
3. Our advice at Foodbanks project
4. Our ROOF project that focuses on homelessness prevention




We are currently in Year 7 of this funding arrangement. We are also the only
Citizens Advice in the country to deliver a library service on behalf of a Local
Authority using our volunteer model. We have won multiple awards for our
innovative ways of working., The role you are applying for is Specialist Adviser.

The Crisis Prevention Project is a partnership between the GLA, London Citizens Advice
network, and the London Legal Support Trust (LLST), in response to the cost of living
crisis. This project works in partnership with the community sector to support
Londoners who are facing hardship and crisis, and to build capacity through
development of Advice First Aid and community partnerships.

At CAHF, we have a Crisis Prevention Adviser who is the first port of call for generalist
advice for referrals from Faith and Community groups.

Where the advice required is complex or specialist and as casework approach is
required, the client will be referred to our Specialist Adviser. We also take referrals
from our partner Citizen Advice in Westminster, Camden and Islington., Role purpose/objectives
1. To provide a high-quality advice and casework service at specialist level to clients
who are referred by crisis prevention advisers, or other referral pathways.
2. To support the London Citizens Advice network in the delivery the Crisis
Prevention Project
3. To contribute to monitoring project progress, identifying issues and action that
can contribute to policy and campaigns work and awareness raising

Key Tasks Areas

Advice and casework

• Deliver specialist welfare benefits and debt advice or casework for clients

referred by crisis prevention advisers, or other referral pathways.

• Advise clients and assist where necessary on calculating, drafting or writing

letters, negotiating with creditors, third parties and/or exercising formal appeal
rights, as appropriate

• Undertake specialist Welfare Benefits casework, preparing submissions and

representing clients at First Tier Tribunals and Upper Tribunals.

Project Work, Research and Campaigns

• Monitor casework, contributing to research and campaign projects locally, and

across the London Citizens Advice network

• Work in collaboration with Crisis Prevention Project and community partners,

supporting the development of the project in London.

• Gather information to support the monitoring and evaluation of the service,

ensuring that appropriate monitoring and data collection mechanisms are in
place to demonstrate impact, outputs and outcomes.

• Gather and provide case studies and statistical information on the number of

clients and nature of cases.

Partnerships and Promotion

• Creation of new partnerships for referrals to CAHFs Crisis Prevention Adviser


• Development of relationships with CAHF's referring partners


Professional development

• Keep up to date with legislation, case law, policies and procedures relating to the

role and service needs.

• A commitment to continuous professional development (CPD), including a

willingness to develop knowledge and skills in required areas

Administration and project monitoring





• Use IT for statistical recording of information relating to social policy and funding

requirements, record keeping and documentation production. Ensure IT
information assurance training is complete.

• Ensure that all work conforms to agreed systems and procedures


• Provide statistical information as requested for reporting purposes on the

number of clients and nature of cases.

Duties required of all salaried employees of CAHF

• Undertake any other reasonable duties as required by the post


• Exercise discretion in the handling of special category data in accordance with

statutory requirements of GDPR and CAHF's applicable policies and procedures

• The post holder must always promote the aims, principles, policies, interests and

wellbeing of the organisation and protect the integrity, reputation and
confidentiality of the service

• Actively engage with CAHF's performance management process
  
  Ability to commit to and work within the aims, principles and policies of the Essential

Citizens Advice service and the vision of Crisis Prevention Project
Comprehensive knowledge of welfare benefits and debt enquiry areas Essential
Demonstrable experience in specialist casework, preferably social welfare Essential
Experience of completing detailed forms in areas of social welfare e.g Essential
Appeals
Ability to manage caseload and assess merit in clients cases, identify and Essential
pursue appropriate solutions where possible
Understanding of the complex needs of clients from diverse communities Essential
and ability to empathise
Ability to prioritise own work, meet deadlines and manage caseload Essential
Effective communication skills, verbal and in writing, with particular Essential
emphasis on advising clients and speaking/negotiating with third parties
Ability to use IT in the provision of advice, in monitoring and the Essential
preparation of reports
Good interpersonal skills, ability and willingness to work as part of a team Essential
Commitment to reflective performance and continuing professional Essential
development
Understanding of the need to monitor the experience of clients and the Essential
difference our services make
Adviser Accreditation Desirable

CAHF operates out of 2 libraries in the Borough: Avonmore Library and Askew Road
Library delivering a well-developed service offer by telephone, email, webchat and
WhatsApp to over 17,000 people a year supporting them with nearly 75,000 issues. We
deliver multiple services, many of which are embedded within community settings
offering comprehensive access points across the Borough.
2. We're national.
We support the wider Citizens Advice network of 240 independent charities by
providing telephone and digital advice to hundreds of thousands of people across
England & Wales each year, through our Consumer Service and Money Advice Service.




3. We're here for everyone.
Our advice helps people solve problems and our advocacy helps fix problems in
society. Whatever the problem, we won't turn people away.
4. We're listened to - and we make a difference.
Our trusted brand and the quality of our research mean we make a real impact on
behalf of the people who rely on us.


About CAHF and the team
CAHF is a flagship service, recognised nationally for its innovative approach, its
award-winning performance, its strong volunteering programme and exceptional
partnership working. We place our clients at the centre of everything that we do
and take a community centred approach to ensure that we are meeting need
where it arises.


Our strategies focus heavily on eliminating need as far as possible by taking a
preventative approach and empowering communities to take back control of their
lives and build independence and resilience. Where we provide interventions to
help, we do so by offering services that build capacity and strengthen
communities. We develop our own ability to deliver wide ranging and effective
services through collaboration and partnership working, drawing on skills and
experience to ensure that our clients receive the best possible outcomes.
Whilst we are extremely proud and pleased with our achievements, we remain
focussed on the growing demand for our services and ensuring services are
strengthened and remain robust to meet the changing needs of our clients.
CAHF's current focus is to ensure that those with the greatest need are able to
access our services and to achieve this by becoming embedded within the
community., Citizens Advice Hammersmith & Fulham recognises the positive value of diversity,
promotes equality and challenges unfair discrimination. We recognise people with
different backgrounds, skills, attitudes and experiences bring fresh ideas and
perceptions, and we wish to encourage and harness these differences to make our
services more relevant and approachable. CAHF will not discriminate or tolerate
discriminatory behaviour on the grounds of race, colour, sex, transgender,
disability, nationality, national or ethnic origin, religion or belief, marital,
partnership or family status, sexual orientation, age, social class, educational
background, employment status, working pattern, trade union membership or any
other irrelevant factor in any aspect of employment.

Our values include a commitment to equality and fairness, and to valuing each
other. All our employees are expected to have read and understood our Equality
and Diversity Policy and to ensure they behave in accordance with its principles.
Breaches of the policy may lead to disciplinary action.

Dignity at Work

CAHF is committed to providing a culture in which all staff value each other and are
able to work together to their full potential in an inclusive environment free from
harassment, bullying and other unacceptable forms of behaviour. Unacceptable
behaviour in the workplace will be actively dealt with, all complaints will be taken
seriously, confidentiality will be respected and victimisation of those that raise
complaints will not be tolerated.

Our values include commitments to work together and value each other - all our
employees are expected to have read and understood our Dignity at Work Policy
and to ensure they behave in accordance with its principles. All staff are
responsible for helping to create and maintain a positive and inclusive working
environment free from bullying and harassment. All managers have a particular
responsibility for ensuring a supportive and inclusive working environment in
which dignity at work is actively promoted.

We value all our people and can offer a supportive culture within a charity setting
that is committed to social justice. The role has an attractive remuneration package
with terms including