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Welfare Rights Caseworker

Welfare benefits advisers and welfare rights caseworkers advise clients on employment rights and benefits, including housing benefits and tax credits, to make sure they receive their full entitlement. Welfare benefits advisers usually work directly with the public and their work may include making an assessment of a client's situation, answering questions and giving advice on social security and tax credits and helping people to fill in forms to apply for benefits and/or tax or pension credits. A welfare rights caseworker represents people at appeal tribunals and other hearings, advises less experienced benefits advisers and trains staff.

Working mainly in the voluntary sector and in local authorities, their working hours are typically 9am to 5pm from Monday to Friday, but there may be meetings or advice sessions at other hours. They are normally based in an advice centre where the public can visit for information and help. Sometimes they may have to visit people in their homes and provide advice sessions in the community.

Salaries range from around £18,000 a year to £30,000 or more.

Welfare benefits advisers and welfare rights caseworkers need to:

  • have an up-to-date knowledge of the benefits and tax credits system
  • be able to explain social security legislation and tax credits clearly to clients
  • have strong communication and interviewing skills
  • be non-judgemental and deal empathetically with clients.

Employers include voluntary and charitable organisations, independent advice centres, local authorities, health services, law centres and housing associations. There are jobs within college and university welfare offices, trade unions and in community-based organisations. There is a higher concentration of posts in large cities, but there are also opportunities in many small towns and rural areas.

Entrants do not always need formal qualifications but a good command of English and basic maths skills are required. Subjects that are relevant to the job include law, social science, social administration and sociology. It is possible to take a degree or foundation degree in advice work.

Most welfare benefits advisers and welfare rights caseworkers begin by doing part-time voluntary work in an organisation such as a Citizens Advice Bureau or community advice centre where they will receive on-the-job training and supervision. They may study for NVQs in legal advice or advice and guidance.

Welfare benefits advisers can progress to become welfare rights caseworkers. With experience welfare rights caseworkers can become team leaders or managers. Opportunities are usually greater for those working in larger organisations such as local authorities.

What is the work like?

Welfare benefits advisers and welfare rights caseworkers advise clients on employment rights and benefits, including housing benefits and tax credits, to make sure they receive their full entitlement.

Welfare benefits advisers usually work directly with the public and their work may include:

  • making an assessment of a client's situation
  • researching information using reference material and relevant websites
  • answering questions and giving advice on social security and tax credits by confidential interview over the telephone, by letter or by email
  • writing reports and/or appeal submissions
  • helping people to fill in forms to apply for benefits and/or tax or pension credits
  • writing letters or making phone calls on behalf of claimants
  • assisting claimants with preparing appeals against decisions to refuse or stop benefits, tax or pension credits
  • working with other agencies and organisations on behalf of clients
  • keeping confidential records
  • visiting clients at their homes if necessary.

Welfare benefits advisers may refer more complicated cases to welfare rights caseworkers who have more experience.

The work of a welfare rights caseworker may include some of the same tasks as a benefits adviser, as well as:

  • representing people at appeal tribunals and other hearings
  • advising less experienced benefits advisers
  • training staff
  • organising publicity to encourage the public to claim benefits they are entitled to
  • helping with campaigns to improve the benefits system
  • giving talks to other organisations
  • attending meetings.

Welfare benefits advisers and welfare rights caseworkers work mainly in the voluntary sector and in local authorities and they give what is known as 'better-off' advice. This differentiates them from someone working for the Department for Work and Pensions, for example, because they would not be able to give the client advice on how any decision they may be considering (or any employment they may take) might affect their claim or benefit.

Some organisations use slightly different titles for these jobs. In smaller organisations the same person may do many of the tasks of both jobs.

Hours and environment

Working hours are typically 9am to 5pm from Monday to Friday, but there may be meetings or advice sessions in the evenings or at weekends. There may be opportunities for part-time work and job sharing.

Welfare benefits advisers are normally based in an advice centre, which the public can visit for information and help. Sometimes they may have to visit people in their homes and provide advice sessions in the community. Welfare rights caseworkers may work less with the public and may spend more time in other offices and attending appeal tribunals.

Salary and other benefits

These figures are only a guide, as actual rates of pay may vary, depending on the employer and where people live.

  • Starting salaries for welfare benefits advisers are usually between £18,000 and £22,000 a year.
  • An experienced welfare benefits adviser may earn from £23,000 to £26,000.
  • A welfare rights caseworker may earn up to £30,000; team leaders or managers may earn more.

Skills and personal qualities

Welfare benefits advisers and welfare rights caseworkers need to:

  • have an up-to-date knowledge of the benefits and tax credits system
  • be able to explain social security legislation and tax credits clearly to clients
  • have strong communication and interviewing skills
  • get on well with people from a variety of backgrounds
  • be non-judgemental and deal empathetically with clients
  • understand case law and be able to apply it to their own cases
  • work well as members of a team
  • be well organised and able to keep records
  • have good negotiating skills
  • be able to use computers for word-processing, databases and spreadsheets.

Interests

It is important to:

  • enjoy helping people from different backgrounds
  • be interested in legal issues.

Getting in

Employers include voluntary and charitable organisations, independent advice centres, local authorities, health services, law centres and housing associations. There are jobs within college and university welfare offices, trade unions and in community-based organisations.

There is a higher concentration of posts in large cities, but there are also opportunities in many small towns and rural areas. Short-term contracts are common, as employers may be dependent on project funding.

Jobs are advertised in the local and national press, in The Guardian on Wednesdays, and in magazines such as Adviser, Independent Adviser and The Big Issue. Websites carrying job advertisements include www.jobsinadvice.org.uk and www.rightsnet.org.uk. Jobs in local government can be found on www.lgjobs.com. The NCVO Voluntary Agencies Directory may provide useful contact information.

Entry routes

Entrants do not always need formal qualifications. Relevant knowledge and experience is often more important. However, a good command of English and basic maths skills are required. Subjects that are relevant to the job include law, social science, social administration and sociology.

Most welfare benefits advisers and welfare rights caseworkers begin by doing part-time voluntary work in an organisation such as a Citizens' Advice Bureau or community advice centre, where they will receive on-the-job training and supervision.

Entrants are likely to start as front-line advice workers dealing directly with the public on broader topics such as debt or employment and housing, before specialising in welfare benefits and tax credits.

Employers will usually make Criminal Record Bureau (CRB) checks and the ability to speak a minority community language may be an advantage for some jobs.

Training

Training can involve both in-house and external courses. It is important for welfare benefits advisers and welfare rights caseworkers to keep their skills and knowledge up to date, as benefits regulations can be complex and change frequently.

Organisations such as Citizens Advice and AdviceUK provide recognised and comprehensive training programmes for their volunteers and paid staff. The Child Poverty Action Group (CPAG) provides training in a range of relevant subjects at its office in London. It also offers in-house training.

NVQs in legal advice are available at Levels 3 and 4. An NVQ in supporting legal advice provision is available at Level 2. NVQ Levels 3 and 4 in advice and guidance, and NVQ Level 2 in advice and guidance support are also relevant.

Getting on

Welfare benefits advisers can progress to become welfare rights caseworkers. With experience welfare rights caseworkers can become team leaders or managers. Opportunities are usually greater for those working in larger organisations such as local authorities.

There may also be opportunities to move into areas such as research and policy, or training and consultancy.

Contains public sector information licensed under the Open Government Licence v1.0.

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