Assessment Officer – AR

Job Description Benefits Officer – Crisis Resilience Fund (CRF)

Reports to:

Benefits Team Manager

To deliver a high-quality, customer-focused benefits and financial support service as part of the Council’s Crisis Resilience Fund (CRF), supporting residents experiencing or at risk of financial hardship.

The postholder will assess and administer Crisis Support Payments and Housing-related financial assistance, while proactively engaging residents to maximise income, reduce expenditure, and improve long-term financial resilience.

The role also contributes to wider Revenues and Benefits service delivery, including Housing Benefit and Council Tax Support processing, and may support debt prevention and recovery activity where required.

• Assess and process applications for Crisis Support Payments and Housing-related assistance in line with Council policy and guidance.
• Make timely and accurate decisions, prioritising urgent and vulnerable cases.
• Ensure all awards are correctly verified, assessed, and recorded.
• Identify and escalarn safeguarding or vulnerability concerns where appropriate.

• Proactively contact residents (primarily via telephone) to carry out financial assessments.
• Identify opportunities to maximise income, including unclaimed benefits and grants.
• Support residents in reducing household expenditure through budgeting advice and referrals.
• Provide tailored financial support guidance based on individual circumstances.
• Refer customers to internal services and external partners such as debt advice agencies and voluntary sector organisations.

• Process Housing Benefit and Council Tax Support claims, changes, and reviews accurately and in line with legislation.
• Prioritise urgent cases and maintain performance targets.
• Identify and refer suspected fraud, error, or over payments where appropriate.

• Work collaboratively with internal departments including Housing, Revenues, and Adult Social Care.
• Liaise with external agencies including DWP, HMRC, and third-sector support organisations.
• Act as a key point of contact for CRF-related enquiries and case coordination.

• Manage a complex caseload, ensuring accurate recording of all interactions and decisions.
• Deliver a professional, empathetic service to residents, including vulnerable individuals.
• Communicate decisions clearly and ensure customers understand outcomes and next steps.

• Accurately record outcomes including financial assistance provided, income maximised, and referrals made.
• Maintain high standards of data quality and case recording.
• Contribute to reporting requirements demonstrating the impact and effectiveness of the CRF.

• Support early intervention to prevent escalation of debt.
• Assist in the management of over payments and recovery arrangements.
• Promote sustainable repayment plans with consideration of vulnerability.

• Identify opportunities to improve processes, customer journeys, and service delivery.
• Contribute to service development and use of data to improve outcomes.
• Support adoption of digital tools and process improvements where appropriate.

• Crisis payments are processed accurately and within agreed timescales.
• Residents receive effective financial support that improves long-term stability.
• Income maximisation outcomes are clearly evidenced and reported.
• High levels of customer satisfaction are achieved.
• Service performance targets are consistently met.

• Experience in Housing Benefit, Council Tax Support, or local authority benefits administration.
• Strong understanding of welfare benefits legislation and assessment processes.
• Ability to manage complex casework and make accurate decisions under pressure.
• Excellent communication skills, particularly in telephone-based customer contact.
• Experience working with vulnerable customers and handling sensitive situations.
• Strong attention to detail and accurate data recording skills.