Job Opportunity: Debt Advice Caseworker

Job Opportunity: Debt Advice Caseworker

The Role

Job Title Debt Advice Caseworker
Length Fixed Term – 2 years (with possible 3rd year extension)
Location Co-location working (Knottingley, Pontefract, Normanton) and Wakefield City Centre
Reporting to Deputy Chief Executive Officer
Salary £29,481 gross per annum (+ 3% pension contribution – auto enrolment)
Holidays 28 days’ annual leave plus Bank Holidays

To deliver a high quality comprehensive and holistic debt advice/casework service to service users of the 3 Trussell Trust food banks within the district – Knottingley, Pontefract & Normanton.

To offer a mixture of accessible channels for advice – in person, telephone and email/letter, delivered in a timely manner to those facing personal crisis.

To provide effective income maximisation interventions to assist clients in no longer being reliant on food bank services through targets support such as benefit checks, grants and financial capability support/guidance.

Main Duties and Responsibilities
Casework and Advice Giving

  • To provide a holistic debt advice/casework service including:

    • Income maximisation through benefits/grants
    • Completing budget sheets and detailed financial statements (in line with the standard financial statement & consideration for trigger figures)
    • Identifying and advising on all presented debt, including priority/non-priority and emergency issues
    • Identifying all appropriate options based on client circumstances and fully advising on those (and assisting if appropriate)
    • Acting for the client where necessary by negotiating, drafting or writing letters, telephoning 3rd parties on their behalf
    • Actively support clients through insolvency options, if appropriate to their circumstances
    • Prepare and present cases to statutory bodies/courts as appropriate
    • Actively involve financial capability and budgeting advice within the advice process for future financial resilience
    • To make referrals in house (e.g. specialist benefit advice) or to external partners (e.g. housing services) where those services would be more appropriate for the issues that may arise
    • To actively empower and support clients so they are able to deal with their situation in the future
  • To collect and record all relevant information given into the Citizens Advice case management system (Casebook) to meet the monitoring and evaluation requirements and Key Performance Indicators of the Trussel Trust contract.
  • To use Casebook to identify when a client has an existing or repeat enquiry in order to minimise the duplication of advice resource.

Performance and Quality Standards

  • To meet individual performance targets to ensure the Key Performance Indicators within the Trussel Trust contract are met and ensure that the advice given meets the quality standard (MaPS/FCA/CONC) required to maintain accredited debt advice status but also Citizens Advice membership quality standards for casework.
  • To actively monitor own performance against Key Performance Indicators:
    • Client volume
    • Amount of debt managed
    • Amount of debt written off
    • Income maximisation/financial gains

Personal Development and Training

  • Prepare for and attend regular support and supervision meetings and annual appraisals as required.
  • Self- identify own development needs and attend training opportunities to ensure that debt accreditation is met on an annual cycle with direction and support from your line manager.
  • To maintain up to date working knowledge in the area of debt and benefits through reading, research and training.
  • To attend staff meetings, external meetings as required.

Research & Campaigning

  • To take an active role in research and campaigning by:
    • Identifying issues and reporting them on evidence forms to Citizens Advice national office via the Casebook system.
    • Be aware of calls for evidence from national office
    • Identify local issues and report those back to your line manager.

Liaison and Communication

  • Promote the work of Citizens Advice Wakefield District as appropriate and in agreement with your line manager.
  • Actively engage with food bank personnel to ensure best working practice and partnership co-working.
  • Ensure all complaints if they arise are forwarded to your line manager.


  • To follow the agreed policies and procedures for casework as stated in the office manual and policies and procedure manual of Citizens Advice Wakefield District.
  • To be self-administering and comply with existing practice. (Client letters, case notes and documents)
  • To collect all information necessary to meet the monitoring and evaluation requirements of the Trussel Trust contract.
  • To undertake general administrative duties as required by the role.

Policies and Procedures

  • Health and Safety:
    • To abide by the guidelines and share responsibility for own safety and that of colleagues.
    • To notify your line manager of all issues that may be detrimental and effect the health and safety of staff or clients.
  • Equality and Diversity:
    • The post holder must have due regard to the planning and execution of their duties at all times to Citizens Advice Equal Opportunities Policy.
    • At all times promote the aims and principals of the Citizens Advice service to protect its integrity and reputation.

Other Duties

  • Carry out other tasks that may be within the scope of the post to ensure the effective deliver and development of the service.
  • Work flexibly to cover all aspects of the debt service.
  • Work with colleagues to maintain a positive working environment in which equality and diversity in the work place is upheld.

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