Crisis and Resilience Caseworker

About the role

The Crisis and Resilience Caseworker provides high‑quality, empathetic advice to clients facing complex welfare, housing and income challenges. You will empower individuals to set priorities, explore options and make informed financial decisions while adhering to organisational standards.

Key responsibilities

• Interview clients using sensitive, empowering questions and deliver deep advice on welfare benefits, housing and income maximisation.
• Act on behalf of clients via phone, email, letters and third‑party negotiations, ensuring compliance with the Advice Quality standard and funding requirements.
• Maintain accurate case records that meet strict quality and funding standards.
• Complete mandatory generalist and benefits advice training and stay up‑to‑date with changing laws and policies.
• Contribute to the CRF team’s efficiency, share knowledge with specialist Debt Advisers and participate in team meetings, regional projects and national conferences.
• Assist with research and campaign work, providing information and alerting clients to relevant opportunities.
• Consistently meet all project Quality Framework standards and support the service’s Equality, Diversity and Inclusion strategy.

Required profile

• Proven experience in customer‑facing roles or similar face‑to‑face positions.
• Strong resilience and empathy, with the ability to support clients in high‑stress situations.
• Inclusive, non‑judgemental approach to people from diverse backgrounds.
• Excellent information‑gathering skills, able to sift through large amounts of data and extract key facts.
• Strong organisational abilities to prioritise tasks and manage workload effectively.

Required skills