Welfare Support Assistant

Welfare Support Assistant

To provide general administrative and clerical support to the Welfare Support Service. To provide assistance to residents of the Borough requiring help with application or appointment for advice in relation to Welfare Benefit and Debt Advice services or the Local Welfare Provision Scheme.

The post is a 37 hour per week post and the hours of work will be Monday to Thursday 9:00am to 5:00pm, with a 30 minute lunch break and 9:00am to 4:30pm on Fridays with 30 minutes lunch break. Lunch breaks are not paid.

Key tasks of the post

You will be support the delivery of a high quality customer focused  Support Service.  You must:

• Be the first point of contact for the Welfare Support Service
• Deal with enquiries and referrals from a various sources, ensuring appropriate initial advice, brief assessment of query (triage) and signposting or referral, ensuring accurate recording of enquiries. 
• Ensure all initial enquiries and requests are dealt with promptly or referred in the most appropriate manner and method
• Respond to all contacts in a polite and courteous manner and obtain all  necessary and available information at point of contact
• Receive referrals from the other teams and organisations in line with the rent arrears and all other income related policy and procedures, record and refer on as appropriate.
• Provide general administrative function to ensure the efficient running of the Welfare Support Service.
• Provide admin duties, including minute taking, making appointments and follow up /reminder calls, recording incoming and outgoing posts, statistical and data collection and inputting, maintaining and ordering of stocks in line with purchasing procedures, typing complex documents, scanning of documents, and filing. You must be able to prioritise work against competing demands.
• Ensure relevant and confidential data base and information systems are up to date and maintained  
• Be committed to personal and professional development
• Promote and assist in application for rehousing and mutual exchange, where appropriate

You will be responsible for administering aspects of the Local Welfare Provision Scheme. You will:

• Actively promote and advise on applications from members of the public for the Local Welfare Provision Scheme.
• Provide clear information on the criteria of the Local Welfare Provision scheme
• Process applications for assistance under the Local Welfare Provision scheme following a set of guidelines and established criteria, and ensure the timely handover to the Snr Welfare Advisor for decision
• Ensure that excellent records are maintained and data is collated on a monthly basis
• Identify other sources of assistance available to service users where the Support scheme is unable to assist.
• Seek assistance from the Snr Welfare Advisor, for complex cases.
• Signpost unsuccessful applicants to alternative forms of support
• Arrange for support to be provided to successful applicants
• Promote affordable credit providers, Home Contents Insurance, Basic bank Accounts, and an awareness of illegal money lenders.
• Operate relevant ICT software packages e.g. word processing packages, databases, spreadsheets, specialist software etc
• Make referrals to other agencies where appropriate and  maintaining    effective relationships with all partners and stakeholders

You will be responsible for contributing to a great team. You must:

• Work as part of the Tenancy Services Team helping and supporting all colleagues in the delivery of excellent services.

• Be responsible for keeping Managers and Colleagues well informed so that  work is co-ordinated across the service.

• Develop professional relationships and share good practice with  Colleagues, Managers and Members to aid communication and consistency.

• Comply with the organisations commitment to Equality and Diversity in the  delivery of all services.

You will be responsible for making a corporate contribution.  You must:

• Understand and contribute towards the Corporate Strategies and priorities of both South Tyneside Homes and the Council.
• Contribute towards ensuring that all operational activity and resources are geared towards delivering a Value for Money service.
• Be aware of and work within the budgets available.
• Participate and contribute with a view to ensuring the organisations commitment to continuous improvements

All employees have a responsibility to undertake training and development as required. They also have a responsibility to assist, where appropriate and necessary, with the training and development of fellow employees.
All employees have a responsibility of care for their own and others’ health and safety.
The above list is not exhaustive and other duties may be attached to the post from time to time. Variation may also occur to the duties and responsibilities without changing the general character of the post.
You are expected to have a flexible approach to your working hours, there will be a requirement for some evening and occasional weekend work and you should have the ability to travel between locations.

Experience of working in , Welfare Support or social housing area.

Front line Customer Service experience

Experience working in an office / administrative environment

Experience in working with  vulnerable people in a stressful and/or difficult situation

Use of IT to record and maintain information

Ability to communicate effectively with a wide range of stakeholders both verbally and in writing

Knowledge in Welfare Reforms  and other Benefits, Support into  employment, debt advice, and Personal Budgeting Support 

Ability to use IT in the provision and recording of advice.

Ability to communicate effectively with colleagues and members of the public

Knowledge of Welfare Benefit system

Interested Please apply