Universal Credit: Help to Claim Support Worker
UNIVERSAL CREDIT: Help to
Claim Support Worker
– Job Description and Person Specification
Context of role: Responsible to the Operational
The Opportunity & Role Purpose: To provide an effective and efficient support service for first time Universal
Credit claimants. The service includes the provision of advice, information and
digital support, via face to face, telephone and webchat, aimed at helping
claimants through to their first payment and any additional support that may be
Salary: £11.22 – £12.00 per hour (depending on experience)
Hours: 8 to 28 hours per week – Fixed Term until March 31st 2020
The role is for 20 x hours per week face-to-face advice and 8 x hours per week Phone/Webchat. This could be done by 1 person, or by 2 or 3 people in a job share arrangement.
Job Location: Citizens Advice Bracknell office and other locations in the Bracknell Area
with clients to assess individual support needs to determine the most
appropriate level of service.
promote the use of self-help information or assisted access to digital
information as appropriate.
and assist clients to:
appropriate websites and identify relevant forms and self-help information,
download and print off relevant information to complete online claim forms,
the skills and confidence to access digital services,
assisted digital access will not meet the client’s needs, assist them to start
their Universal Credit claim. This may include:
up a personal email account for claimants,
up a new bank account,
online gateway and setting up a Universal Credit account,
the client to complete the tasks required.
a valid claim has been accepted, supporting the client until such time as they
receive their first payment. This may include:
the client verify their identity,
any additional information or evidence that the DWP may require,
up an account,
or reviewing online journal entries,
any change of circumstances,
for DWP work coach appointments,
basic budgeting support including accessing emergency financial support e.g.
benefit calculations when appropriate.
and explore options and implications so that clients can make informed
case records for the purpose of continuity, information retrieval, statistical
monitoring and report preparation.
to positive working relationships with a range of agencies, including the DWP.
in a variety of settings including community outreach, Jobcentres and local
authority offices as required.
with research and campaigns work by providing information about clients’
experiences related to the project.
evidence to highlight any problem areas.
case studies to demonstrate the impact of the project.
with compiling reports for the Research & Campaigns team on the impact of
Universal Credit Administration and monitoring.
that all work conforms with the systems and procedures in place.
up to date with legislation, policies and procedures and undertake appropriate
relevant internal and external meetings as agreed with the line manager.
for and attend supervision sessions/staff meetings as appropriate.
duties and responsibilities:
the aims and principles of the Citizens Advice service and its equal
by health and safety guidelines and share responsibility for own safety and
that of colleagues.
out any other relevant administrative and support duties required to ensure
effective delivery of the Universal Support Help to Claim service.
the training required to comply with quality assurance processes.
and experience of welfare benefits advice (desirable).
in IT and experience of providing digital support.
oral and written communication skills.
of the issues involved in interviewing and supporting clients.
to the level required in the tasks.
to prioritise work and meet deadlines.
and willingness to work as part of a team.
to monitor and maintain own standards.
understanding of social trends and their implications for clients and service
- Awareness that our clients
are at the heart of everything we do.
- A commitment to continuing
professional development of self and others.
- Ability to commit to and
work within the values, aims, principles and policies of the Citizens Advice
service in which equality and diversity is embedded throughout.
Closing date: 28th February 2019
Interview dates: Tue 5th & Wed 6th March 2019
If you would like to apply, please email firstname.lastname@example.org or call our Admin team on 01344 428107 to ask for the full application pack for the Universal Credit: Help to Claim Support Worker.