EO2 Work Coach-
Location - Magherafelt BT45 5DJ
Weekly pay - £14.50ph
Start date - 4th of November
Must be available to attend full Work Coach training from 18th November to 20th December 2024
Job Duties -
1. BACKGROUND
Designed to simplify the current welfare system, to make it
fairer and more affordable and to underpin the Government’s overall policy objective
for welfare that “work pays”. The department is a digital service and will be rolled out
in Northern Ireland on a phased geographical basis from September 2017.
The department's Vision is “Making a Difference by Making Work Pay”. Universal
Credit will mean a fundamental shift in our customers’ experience, how we organise
ourselves and how technology will enable us. The department is transformational in
the provision of a digital service, requiring attitudinal and behavioural change among
staff and customers with a clear focus on improved labour market outcomes.
Claimants will make and maintain their claims online with assisted digital support
provided for those who need it. The face to face (frontline) service will be delivered
through the local office network.
The introduction of the department will have a major impact on both staff and
claimants. The department will mean that our claimants will have their own online
account which they can access 24 hours a day, 7 days a week. The claimant will be
responsible for maintaining their own account, providing us with the information we
need, in the way that we need it.
You will play a key role in supporting the department aim that digital will become
the primary contact channel for all claimants services through ensuring claimants
who can, use the online channel to transact their business.
2. ORGANISATIONAL POSITION
You will be based in a Front Office and report directly to a Work Coach Team
Leader. You will work closely with other Work Coaches, the First Contact Team,
Employer Engagement staff and colleagues in the Universal Credit Service Centre.
3. PURPOSE AND OBJECTIVES
The purpose of the Work Coach is to assist claimants to prepare for work, secure
employment, maintain sustained employment, progress and earn more.
You will use effective coaching techniques, conduct Work Focused Interviews and
engage with claimants online to assist claimants into work. In addition to face to face
interviews, you will use a range of channels with emphasis on the digital service to
support claimants and their families to become more financially independent through
work. You will motivate and challenge the claimant / groups of claimants to ensure
that all interactions are focused on work.
As automation of Universal Credit increases over time, the content of this job
role may change.
4. MAIN JOB ACTIVITES Setting Direction
• Effective caseload management to ensure a claimant receives the right level of
coaching and support, tailored to their individual needs.
• Understand the entire end to end claimant journey and appreciate the impact on
other areas and signpost the claimant to the relevant support. Use a range of
appropriate provision to support the claimant.
• Consider claimant’s vulnerability by conducting a measured assessment to
identify and apply relevant safeguards where appropriate.
• Understand and promote the benefits of the department,
sharing best practice with all claimants and internally with colleagues.
• Demonstrate resilience within the UC environment by embracing change and
keeping pace with evolving work practices.
Engaging People
• Liaise with Specialist Providers such as Occupational Psychologists, if additional
advice is required.
• Promote JobCentre Online (JCOL) and other internet job sites, encouraging
claimants to register for suitable vacancies as part of their job activity.
• Develop and maintain coach / athlete relationships with claimants to encourage
self sufficiency and personal responsibility.
• Build and maintain up to date knowledge of the local Labour Market and
opportunities available through local statutory and non statutory provision.
• Undertake continuous learning to ensure skills set is relevant for the provision of
an excellent service.
• Participate in continuous business improvement activity, including discussion
sessions, workshops and sharing learning with Continuous Improvement and
Learning Team.
• Engage with employers to advocate on behalf of claimants. This will mean
making direct contact with employers in person, by telephone or by undertaking
internet based research.
Build constructive relationships with the external Delivery Partners. This includes
Department for Economy (DfE), Her Majesty’s Revenue & Customs (HMRC), the
Northern Ireland Housing Executive (NIHE) and Lead Contractors.
Delivering Results
• Verify and authenticate claimant’s identity and issue Personal Security Number.
• Assess the needs of claimants and provide tailored advice, timely information and
support to enable claimants to overcome barriers, develop skills and take actions
to look for, obtain and remain in work.
• Establish and explain the next steps for the claimant, including booking
appointments as necessary and explaining the claimant’s responsibilities such as
reporting change of circumstances.
• Challenge the claimant when they do not use the digital route, stressing the
importance of using the Journal for recording work preparation and job search
activities.
• Highlight the potential consequences of non-compliance to the claimant and
explain how the sanction process works.
• Review claimant’s work preparation and conduct full diagnostic intervention in
order to create a tailored, personalised Commitment where appropriate.
• Ensure the Commitment has been accepted by the claimant online, which will
enable UC to be put into payment.
• Prepare for each claimant intervention by accessing information held on UCFS,
JobCentre Online and any other relevant systems.
• Monitor and support claimant participation on Departmental programmes,
including whilst on placement. Travel to outside locations as required to support
claimants on caseload, such as employers’ premises.
• When required make referrals to the Decision Maker for non compliance.
• Carry out Self Employed Gateway Interview (SEGI) for All Work-Related
Requirement (AWRR) claimants to establish if they are gainfully self-employed.
• Data gather additional information to support the UC Claim and provide
explanation of NI Policy (To be confirmed).
Use every intervention (face to face, telephony and online), to review progress,
identify further support required and agree actions required by claimant to move
into employment. This will apply to both in work and out of work claimants.
• Control relevant task management systems (“To-Dos”), use reports and other
Management Information (MI) as appropriate and ensure effective management
of diary appointments.
• Take appropriate action in reporting and logging all incidents of unacceptable
customer behaviour.
• Coach, motivate and challenge claimants and use initiative to resolve claimants
problems.
• Action claimant feedback in relation to UC using the intranet and other available
systems to obtain the most current advice and guidance.
• Ensure all Information Communication Technology (ICT) systems are updated as
required.
This list is not exhaustive and you may be required to carry out other activities
as directed by your line manager.
5. KNOWLEDGE AND SKILLS
The characteristics and overall knowledge and skills which have to be most
commonly applied in this role include:
• Knowledge of UCFS, legacy benefit systems and other processes including fraud
referrals and complaints and effectively deal with any issues which are escalated
to you, involving your own manager where appropriate.
• Have necessary Information Technology (IT) skills required to use all relevant IT
systems and assist claimants to use the digital service.
• Plan and organise work autonomously and work independently using discretion
and knowledge to assist claimants.
• Manage time effectively, taking into account business priorities and resources
within the office and the need to be reactive to change.
Have effective planning, organisational and analytical skills and use these skills
to deliver priorities and to solve problems.
• Adhere to Corporate Objectives at Annex A.
*GCSES AND ALEVELS PROOF IS REQUIRED*
*Access NI check is required*