Welfare Rights Officer
What is the work like?
Welfare rights officers, also known as welfare benefits advisers or advice workers, provide information and advice to the public about welfare benefits and other areas which could include housing, employment rights and debt management.
As a welfare rights officer, you could advise clients face-to-face, over the telephone or by letter or email. You may advise on any benefits issue, or you could specialise in working with a particular client group.
Your work might include:
- checking that clients are claiming all the benefits they are entitled to
- explaining benefit rules, eligibility criteria and official letters to people
- helping people fill in forms to apply for benefits or tax credits
- helping clients to prepare appeals
- representing clients at appeal tribunals
- liaising with benefits agencies and other organisations on behalf of clients
- referring clients to other sources of help if necessary
- keeping confidential records
- keeping up to date with relevant laws and policy.
With experience, you may also be involved in training, publicity or campaigning on benefits issues.
What qualifications and experience will employers look for?
You do not generally need formal qualifications to become a welfare rights officer, as the most important thing that employers look for is relevant knowledge and experience. In practice, many welfare rights officers have studied social policy, sociology or community work, but this is not essential if you have relevant experience.
Whatever your background, you should have a good standard of literacy and some mathematical skills for making benefit calculations.
The most common way to get into this career is to start as a volunteer in an advice centre. As a volunteer adviser, you would receive training in a range of general advice topics and interviewing skills, then you could specialise in welfare benefits with experience. You may also get the chance to work towards NVQ Level 2 in Advice and Guidance Support.
It usually takes at least a year before you would be considered to have enough experience and knowledge to apply for paid work as a welfare benefits adviser/caseworker or welfare rights officer.
You could also move into this type of work if you have experience as an adviser in a related area such as a local authority benefits department or in Jobcentre Plus.
Employers will usually make Criminal Record Bureau (CRB) checks before you can start. You may have an advantage for some jobs if you speak a minority community language.
What further training and development can I do?
As a new welfare rights officer you will receive training from your employer, usually a combination of on-the-job training by experienced advisers, in-house courses and external training run by organisations such as the Child Poverty Action Group.
You may also have the chance to work towards NVQs at levels 2 to 4 in Advice and Guidance.
Larger organisations often have their own structured training. As a paid or volunteer adviser in a Citizens Advice Bureau (CAB), you would follow their nationally-recognised training programme. CAB also provides external training courses for people who work for other advice organisations.
You should keep up to date with changes in benefit rules and case law throughout your career. Employers may provide on-going training, or arrange for you to attend external courses to help with your professional development.
Where can I go for more information?
12th FloorNew London Bridge House
25 London Bridge Street
London
SE1 9ST
Tel: 020 7407 4070
If you would like to discuss your career options with a learning adviser, call 0800 100 900 or use our online enquiry form
Alternatively, you can visit our website at: www.direct.gov.uk/careersadvice
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What salary and other benefits can I expect?
- Full-time starting salaries are around £18,000 to £20,000 a year.
- With more experience this can rise to £22,000 to £29,000 a year.
Figures are intended as a guideline only.
What are the hours and working conditions?
As a full-time adviser your typical working hours would be 9am to 5pm, Monday to Friday, although some jobs may involve evening or Saturday sessions. Part-time work, job sharing and flexitime are often available.
You would be based in an advice centre that is open to the public. You may sometimes travel around your local area, to attend tribunals and visit outreach centres or the homes of clients who are unable to visit the office. The work can be stressful and pressurised, but also rewarding.
What skills and knowledge will I need?
- a genuine desire to help people
- the ability to put people at ease and build trust
- good communication skills (in both speech and writing) and listening skills
- good negotiation skills
- a non-judgemental and unbiased attitude
- the ability to relate to people from all backgrounds
- the ability to work as part of a team and also independently
- good organisational and time management skills
- the ability to prioritise your work and meet deadlines
- some mathematical skills.
What opportunities are there?
You could work for Citizens Advice Bureaux (CAB) or other organisations that provide advice and welfare rights services, such as Law Centres, Low Pay Units, DIAL (Disabilities Information and Advice) projects, charities, local authorities and housing associations.
Many jobs are fixed-term contracts of up to two years, depending on project funding. Jobs may be advertised in the local and national press and on employer websites. Competition for paid work can be strong.
With experience, you could be promoted to a team leader or management post. You could also move into specialist advice or casework.
You may find the following links useful for job vacancies and further reading (links open new window):
Advice UK
The Guardian
LG Jobs
Citizens Advice
Rightsweb
We do not accept responsibility for the content of external sites.
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