Advice Services Manager - Welfare Rights

• Apr 2021 - Present

Welfare Rights Specialist

• Jan 2019 - Mar 2021

Developing, piloting and implementing Citizens Advice Scotland’s Help to Claim project throughout Edinburgh. Working in partnership with DWP, local authority and other regulatory bodies to enable project deliverables. Supporting clients presenting with vulnerability and complex cases through the application process for Universal Credit. Advocacy and representation via appeal process to achieve accurate award of benefit entitlement. Coaching and training bureaux volunteers and partner organisations in Universal Credit legislation and best practice. Providing 2nd tier advice support to bureaux staff and volunteers.

Benefits Advice Officer

• Oct 2018 - Apr 2019

Maximising income for people in communities experiencing high-level social deprivation and poverty levels. Advising on welfare entitlement and budgeting for financial stability; negotiating manageable debt repayment plans for clients. Analysing and reporting upon project data and outcomes for funder. Maximising income for people in communities experiencing high-level social deprivation and poverty levels. Advising on welfare entitlement and budgeting for financial stability; negotiating manageable debt repayment plans for clients. Analysing and reporting upon project data and outcomes for funder.

Financial Inclusion Adviser

• Jun 2017 - Aug 2018

Working in partnership with Circle and Edinburgh Young Carers to maximise income for vulnerable families. Advising on benefit, debt and fuel poverty matters. Liaising with local and national benefit departments to realise welfare entitlement payments. Representing on benefit decision appeals and tribunal hearings. Negotiating with landlords and letting agencies to avert client homelessness. Supporting clients to budget for financial stability; agree manageable debt repayment plans. Analysing and reporting upon project data and outcomes for funder.

Employment Advisor

• Dec 2014 - May 2017

Enabling clients in receipt of benefits in pursuit of sustainable employment. Identifying barriers to employment and sourcing appropriate internal and external provisions to manage and overcome these. Operating within a target driven environment; utilising caseload and diary management tools and techniques to achieve maximum performance. Complying with Quality Assurance and contractual obligations.

Lead Advisor (Secondment)

• Jan 2014 - Nov 2014

Supporting operation in attainment of job start and sustainability outcomes and delivery of client service and compliance standards. Coaching and developing local and region-wide staff through facilitation of tailored monthly client progress reviews, Adviser coaching and up-skilling. MI analysis; forecasting and reporting performance and activity data to Senior Management. Partnership working.

Employment Advisor

• Aug 2013 - Dec 2013

Performance & Delivery Manager (Secondment)

• Apr 2013 - Aug 2013

Managing a team of ten Advisers and two Administrators. Leading and developing staff to deliver high standards of service and achieve operational job start and sustainability performance standards. Manage individual performance. Analysis of MI; forecasting and reporting performance data to Senior and Corporate Management Teams. Partnership working with operational support functions to facilitate a tailored service for clients.

Lead Advisor to ESA Team (Secondment)

• Jan 2013 - Mar 2013

Leading and coaching Advisers to improve individual and team performance. Delivering performance reviews and key performance improvement messages. Analysis, forecasting and reporting of statistical data to Management Team. Promoting adherence to quality performance and compliance matters.

Employment Advisor

• Mar 2009 - Jan 2013

Administrator

• Nov 2007 - Feb 2009

Coordinating and reporting upon all aspects of client funding. Providing guidance to staff of finance provisions available.

Chef de Partie/ Junior Chef de Partie/ Commis Chef

• May 2005 - Jun 2007

Awarded Employee of the Year 2006. Awarded Employee of the Year 2006.

Aide to Learning & Development Adviser for Scotland

• Jan 2003 - Apr 2005

Coordinating and promoting nationwide Learning & Development events and functions. Data management, analysis and reporting of Learning & Development activity and expenditure throughout Scotland. Managing annual IT training programme and budget. Managing administration staff and ad-hoc management of the Scottish Learning & Development Team.

Learning and Development Officer

• Sep 2000 - Apr 2005

Preparing and delivering learning opportunities for staff, utilising a variety of delivery styles and techniques; designing and enhancing learning opportunities to reflect people's needs and the cultural change within the organisation. Advocating the Department for Work and Pensions Values and the newly formed JobcentrePlus Vision.