Appeals and Quality Officer

Must have recent experience of CIVICA Open-Revenues, Discretionary Housing Payments and quality checking.

JOB PURPOSE

1. To undertake the effective determination of appeals presenting appropriate cases to the relevant Tribunal, to gather and collate data for the monitoring of individual, team and service performance, undertaking quality checks to ensure the accuracy of processing and subsidy claims by the authority.

MAIN ACTIVITIES (Corporate)

1. To contribute to the delivery of service standards, quality and performance targets for the Finance & Procurement Unit in accordance with the Council’s Statement of Purpose and Principles.

2. To make use of the technology available to improve communication within the Team and the Council as a whole.

3. To carry out all work within the spirit and intent of relevant legislation and Council policies and procedures, e.g. Equal Opportunities, Health and Safety, Customer Care etc.

4. To work in accordance with the Health and Safety at Work Act 1974.

5. To comply with Data Protection Legislation.

6. To undertake personal development commensurate with the duties and responsibilities of the job.

MAIN ACTIVITIES (Service Related)

1. To reconsider decisions in relation to Housing Benefit & Local Council Tax Support and prepare appeal submissions and represent the council at independent Tribunals presenting the case for the council taking into account relevant regulations and case law.

2. To conduct regular and scheduled checking for quality and accuracy with regard to benefit processing in accordance with locally determined policies, procedures and strategies.

3. To collect, collate and present analytical data relating to appeals and, discretionary awards

4. To collect, collate and present analytical data relating to quality checking in order to identify training needs for individuals within the benefit service.

5. To maintain a detailed knowledge of Housing Benefit legislation, Local Council Tax Support policies and other guidance as appropriate and to ensure regular research is carried out with regard to new case law and commissioner decisions.

6. To carry out appropriate checking in relation to the councils subsidy claim and assist with the completion of relevant returns to the DWP or other organisations as necessary including the completion of external audit workbooks.

7. To provide technical advice and assistance to benefit staff to ensure the efficient and effective determination of benefit entitlement to customers.

8. To provide feedback to individuals in cases where errors have been identified and to prepare procedural notes, where appropriate, to rectify errors in assessment, administration and computer input.

9. To decide on the award of discretionary payment to include Discretionary Housing Payments and Local Council Tax Support Hardship Payments in line with best practice, guidance and appropriate budgets.

10. Have a working knowledge of the computer system and be aware of the impact the processing of data has on other systems.

11. Assist with testing of software changes on the computer system.

12. To adapt to new methods, techniques and procedures as they are introduced.

13. To liaise with other Sections and Service Units within the Council, Government Departments and other agencies with an interest in benefits.

14.. To undertake such other duties appropriate to the grading of the post.

15. The post-holder will maintain confidentiality in matters relating to benefit claims.