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Revenues and welfare benefits practitioner

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Revenues and welfare benefits practitioner

Business and administration

Level 4 - Higher Technical Occupation

Performing various roles in local authorities such as benefit assessment, revenues calculation or customer service.

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Reference: OCC0602

Status: assignment_turned_inApproved occupation

Average (median) salary: £25,824 per year

SOC 2020 code: 4112 Local government administrative occupations

SOC 2020 sub unit groups:

4112/01 Local government benefits officers
3229/06 Homelessness and housing advice support workers
4111/01 National government benefits officers
4111/02 National government revenue officers
4129/05 Treasury assistants

Technical Education Products

ST0602:

Revenues and welfare benefits practitioner

(Level 4)

Approved for delivery

Employers involved in creating the standard:

Cambridge City Council, East Sussex County Council, Bath and North East Somerset Council, Bradford Metropolitan Borough Council, Cheshire West and Chester Council, Chiltern District Council & South Bucks Council, Dacorum Borough Council, East Riding of Yorkshire Council, Erewash Borough Council, Escalla, Harrogate Borough Council, Hastings Advice and Representation Centre, Huntingdon District Council, Insititute of Revenues Rating and Valuation, Kettering Borough Council, Lewes and Eastbourne Council, London Borough Hackney Council, London Borough Hillingdon Council, London Borough of Camden, London Borough of Enfield Council, London Borough of Sutton, London Borough Southwark, Milton Keynes Council, Norfolk County Council, Northgate Public Services, Oxford City Council, Purbeck District Council, West Dorset District Council and Weymouth & Portland Borough Council , South Gloucestershire Council, Tamworth Borough Council, Trafford Metropolitan Borough Council, Wakefield Metropolitan Borough Council

Summary

Revenues and Welfare Benefits Practitioners perform various roles in local authorities or their contractors, software companies that provide processing services to authorities (such as benefit assessment, revenues calculation or customer service), housing associations or organisations supporting people in their dealings with local authorities. These organisations can range in size and employ from 10 to over 1,000 staff. They deal with many aspects of Council Tax, Business Rates, Housing Benefit, Local Council Tax Support and related matters. Organisations have different structures, with some officers only dealing with one of these aspects and others dealing with multiple aspects. Consequently, the exact responsibilities of the role will vary depending on the employer and exact role in which the individual is employed.

Employers involved in creating the standard:

Typical job titles include:

Benefit Advisor

Benefits Assessor

Benefits Officer

Business Rates Officer

Council Tax Officer

Revenues and Benefits Officer

Welfare Officer

Welfare Support Worker/Advisors

Keywords:

Business

Customers

Public

Revenue

Revenues And Welfare Benefits Practitioner

Tax

Knowledge, skills and behaviours (KSBs)

K1: Practical and technical knowledge of the relevant legislation to ensure accuracy and legality of actions taken, including: Local Government Finance Act 1988, Local Government Finance Act 1992, Social Security Contributions and Benefits Act 1992, Welfare Reform Act 2012 and other relevant acts; Current regulations that provide details of how the role must be performed; Other relevant legislation, such as Data Protection and Freedom of Information

K2: Understanding of organisational policies and procedures that must be followed in the role, including: Policies that affect how tasks are undertaken, such as Codes of Conduct, anti-fraud strategy or customer service standards; Procedures that affect how specific tasks must be undertaken and the reasons these are essential

K3: Understanding of the way tasks are completed, including gathering required information, setting up records following initial contact with customers, updating records following changes in circumstances, calculating amounts due, arranging payments, explaining the reasons for actions taken to customers, follow up actions to recover amounts due, court proceedings

K4: Understanding of the systems used to complete tasks

K5: Understanding of the interactivity with other parts of the organisation, such as between revenues and benefits

K6: Understanding of the relevant appeal process, including timescales for each stage of the process

K7: Understanding of the way dispute and appeal tasks are completed

K8: Detailed knowledge of the relevant legislation that determines how disputes and appeals must be dealt with

K9: Understanding of who your customers are, their circumstances and why they need the support of your department

K10: Knowledge of how to help and support customers to deal with their financial circumstances. Assist with personal budgeting, providing guidance to the customer to be able to manage this themselves

K11: Knowledge of the wider welfare benefit system, including: What benefits / credits are available and who is eligible for them; The relationship between benefits / credits (e.g. if one affects calculation of another)

S1: Consistently deal with customers politely and considerately, adapting your approach to meet customer and employer needs

S2: Achieve outcomes that the customer wants where possible. Where this is not possible, explain the reasons why. Evaluate and recommend alternative options

S3: Obtain all required information in the most effective way to allow tasks to be completed, considering each customers individual circumstances

S4: Interpret and evaluate all information to determine the relevant details for the required task

S5: Interpret and evaluate information to judge whether there is potential fraud indicated. Refer to the appropriate department where required

S6: Determine whether a dispute should lead to a change of decision and explain the reasons, using appropriate legislation

S7: Handle sensitive information securely and in line with current legislative requirements

S8: Analyse and use information and legislation to calculate amounts due when a customer first contacts your department (e.g. new claims or new accounts)

S9: Analyse and use information and legislation to correctly deal with changes in customers circumstances, recalculating amounts due where required

S10: Provide justification for any inferences drawn from available information

S11: Decide on the best method of recovery by evaluating the customers circumstances. Act on this judgment to start recovery of amounts due

S12: Use judgement to deal correctly with non-routine situations that arise

S13: Adapt your communication style and method to meet the individuals needs

S14: Communicate confidently by being personable, asking insightful questions and being able to negotiate effectively and respectfully

S15: Undertake activities to ensure knowledge stays current

S16: Take appropriate action within the limits of your authority to solve problems or make relevant colleagues aware of them

S17: Make accurate decisions based on the information available

S18: Support team members to achieve the best outcome for the team

S19: Request assistance or authorisation when required

S20: Communicate with other departments to achieve required outcomes

S21: Proficiently use the systems available to achieve tasks

S22: Refer to processes to determine the action to be taken

S23: Evaluate the customers financial position, assisting with personal budgeting where appropriate, or directing the customer to appropriate support

B1: Take responsibility for your actions, including admitting mistakes

B2: Take appropriate action to correct any mistakes made

B3: Be open to change. Amend your working practices in response to changes in processes with a positive attitude

B4: Work with colleagues, other departments or other organisations to achieve outcomes for your customers and organisation

B5: Complete your tasks at a pace that ensures that you maintain accuracy, meet expectations and play your part in your teams performance

B6: Meet personal commitments, including attendance, punctuality and completing tasks assigned to you

B7: Be truthful and sincere in your speech and actions

B8: Do the right thing even when this may seem difficult

B9: Understand that there are people who try to abuse the system

B10: Be cautious about information received where needed and check its accuracy where possible

Occupational Progression

This occupational progression map shows technical occupations that have transferable knowledge and skills.

In this map, the focused occupation is highlighted in yellow. The arrows indicate where transferable knowledge and skills exist between two occupations. This map shows some of the strongest progression links between the focused occupation and other occupations.

It is anticipated that individuals would be required to undertake further learning or training to progress to and from occupations. To find out more about an occupation featured in the progression map, including the learning options available, click the occupation.

Progression decisions have been reached by comparing the knowledge and skills statements between occupational standards, combined with individualised learner movement data.

Descriptions

Technical Occupations

Levels 2-3

Higher Technical Occupations

Levels 4-5

Professional Occupations

Levels 6-7

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Level 4

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Level 5

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Business and administration

Revenues and welfare benefits practitioner

Business and administration

Technical Education Products

Employers involved in creating the standard:

Summary

Employers involved in creating the standard:

Typical job titles include:

Keywords:

Knowledge, skills and behaviours (KSBs)

Knowledge

Skills

Behaviours

Occupational Progression

Revenues and welfare benefits practitioner

Operations manager