Welfare assistance Officer

  • Location
    Greenford, Greater London
  • Salary
  • Category
    Public Sector - Housing
  • Job type
  • Industry
    Public Sector
  • External Reference


PAY RATE: £17.26



Assist with and process customers' applications for discretionary funds including Discretionary Housing Payment, Council Tax Support Hardship Fund and Local Welfare Provision. Provide money and debt advice, carry out home visits and work with voluntary and community organisations and other internal and external organisations to ease customers' hardship.


  1. To maintain a comprehensive knowledge and to keep up to date with welfare benefits legislation including Housing Benefit and local Council Tax Support scheme in order to administer applications for all discretionary funds such as Discretionary Housing Payments, Council Tax Support Hardship Fund and Local Welfare Provision in accordance with Statutory Regulations and the policies, schemes, procedures and practices of the Council.

  1. To manually calculate entitlement to Housing and Council Tax Support, other welfare benefits and all the discretionary payments when necessary

  1. To process all Discretionary Housing Payments, Council Tax Support Hardship Fund and Local Welfare Provision claims to defined quality standards and specified timescales

  1. To assist customers with the completion of all discretionary payment application forms when required.

  1. To ensure customer satisfaction through addressing customer queries at reception and call entre regarding these applications

  1. To give comprehensive advice on all aspects of Welfare Benefits.

  1. Discuss expenditure minimisation e.g. making payments to creditors or cutting down on non-essential expenditure.

  1. To discuss in detail client's debt problems and provide advice and assistance to enable them to resolve them.

  1. To assist customers with the opening of bank accounts or other alternatives for the receipt of Benefit Payments and Local Welfare Provision payments.

  1. To prioritise one's caseload including the booking of appointments when necessary.

  1. To obtain and record when necessary additional information in response to customer's applications by telephone, letter, interview or visit in order to determine applications.

  1. To decide the claims and notify applicants of the outcome of their applications.

  1. To calculate and load award payments on the relevant system.

  1. To actively participate in continuous staff development and training.

  1. To use professional discretion and maintain confidentiality.

  1. To access all the IT systems used by the Council to input and retrieve information.

  1. To liaise with, negotiate and make referrals to 3rd parties including internal and external organisations in order to assist customers to improve their living situation

  1. To keep records of own work, including outcomes and supply statistical data as required.

  1. To arrange and visit customers at home when required

  1. To deal with review requests of the decisions on all discretionary applications

  1. To identify potentially fraudulent claims and refer them as appropriate.

  1. To undertake duties appropriate with the grade.

  1. To abide by the Council's policies and procedures.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Callum Graham