Clerical Officer

Job summary

The Financial Assessment and Benefit Clerical Officers role to provide day to day administrative support to the FAB to and to support the key aspects of the FAB Service which involves maximising the income to the Torbay and South Devon NHS Foundation Trust in accordance with national and local charging policies for both residential and non-residential care services through a fair and accurate financial assessment process; whilst actively promoting the take up of welfare benefits throughout the community of Torbay

Main duties of the job

To make appointments with clients to complete the financial assessments for services such as residential/nursing care and Domiciliary Care. There are approximately 80 referrals for FAB assessment weekly and these are processed by the clerical officer and involves booking the assessment with the client either by phone, email or by post. The coordination of 8 officer diaries is crucial to ensure the team functions efficiently. To explain the intricacies of the financial assessment with clients who are accessing services at possibly a traumatic time in their lives

About us

The Financial Assessment and Benefits team provide a key service for people who have Social Care support and services that they may need to contribute to following a financial assessment. We want to ensure that people who have contact with the FAB Team have a fair, accurate and timely assessment to identify what their contribution, if any, may be.

Job description

Job responsibilities

Detailed job description and responsibilities

Responsibility for supervision, leadership and management

Responsible for ensuring the visiting team adheres to the Lone Working Policy to reduce unnecessary or predictable risk to health and security.

Fielding first-line enquiries on behalf of the team in order to signpost colleagues and the public to alternative services, when necessary, thereby increasing efficiency of the teams staffing resources

Assist with the provision of the training for The Trusts health or social care colleagues and other partnership agency staff to raise awareness of FAB process.

The team at times offers secondment opportunities to people with disabilities who want to develop their clerical skills

Responsible for processing paper attendance and time sheets

Provide induction training to the customer service team and raise awareness of own team to ensure the customer service team are equipped to signpost correctly

Responsibility for patients/client care

To negotiate appointments for FAB visiting officers to carry out financial assessments and welfare benefit advice with clients, carers or representatives. Due to the sensitive and often contentious nature of the visits, the clerical officer must be tactful, patient and reassuring. People who have mental health issues, dementia, sensory impairment or confusion may express verbal abuse and threats, anger, frustration and worry. The information provided is of a specialist nature, specifically referring to financial assessments and welfare benefits

Ensures that through clear and honest communication that clients are placed at the heart of the FAB service; treated courteously and fairly throughout all aspects of their correspondence, whether verbal, written or face to face.

To assist with the promotion, accessibility and take up of welfare benefits throughout the community of Torbay, to reduce poverty and prevent social exclusion. This is across a range of stakeholders in the Council, voluntary services, independent sector and other public bodies NHS, DWP etc.

To liaise with colleagues in health or social care, national or local agencies - eg Department of Work and Pensions (DWP) or Rowcroft.

To meet client led needs when confirming appointments by providing information in a suitable format large print for visually impaired clients

To answer telephone enquiries from clients, Trust staff and the public on a range of issues relating to the FAB service and to record telephone messages on behalf of other team members when absent from the office.

To be alert to the vulnerability of clients and their carers.

Responsibility for finance

To analyse current data on clients to ensure correct and efficient allocation of visits services current, client alive, no other services requiring assessment (TFM)

To authorise standard, regular stationary purchase orders

Monitor stationary requisitions by colleagues to prevent wasted resources.

Responsibility for ensuring the income for The Trust is maximised according to budget projections, via timely visits for financial assessments.

Ability to challenge appropriateness of secondary visits as proposed by visiting officers, Colleagues in the Trust, DPT or PCT or clients in order to maximise visiting capacity.

Responsible for liaison and ordering goods from printing for team business cards, specific FAB financial assessment forms.

Accountable for own work area - complying with Health and Safety legislation and operational procedure including risk assessment.

To maintain the high levels of Income generated for the Trust by the timely and accurate booking of visits and identification of postal assessments.

Contribute to and assist the Income and Collection Team of The Trust in areas of debt management.

Responsibility for information technology and administrative duties

To maintain accurate and up-to-date paper and electronic files as required by financial procedures and data management systems (Paris, TFM).

To develop data collection systems (Weekly visits, AA claims etc) to support the FAB Business Plan and wider strategic planning - taking the initiative to suggest and trial improvements.

Manually record minutes at team meetings etc

Responsible for booking accommodation for meetings, training courses and interviews.

To assist the FAB Service Manager with the administration when recruiting new staff, including greeting interviewees.

Responsible for distribution of post for the teams based at Union House.

Responsible for outgoing mail on behalf of FAB each evening

To undertake general office duties including photocopying, filing as required.

To provide statistical data for the Service Manager for reports on budgets, performance, and developments

Knowledge of a range of secretarial or administrative procedures

Knowledge of software programmes (Paris, TFM.)

Competent in IT knowledge and application using Word, Excel, and Access

Policy and service development

To be compliant with all delegated financial tasks required by the Trust and Torbay Council and to ensure assessments are completed taking into account the legal implications and compliance with the legislation and policies. For example, booking the visit with the appropriate person regarding LPOA etc.

Update and maintain own knowledge of legislation and local policy development relating to FAB.

To be pro-active in devising and implementing ongoing policies, procedures and publicity about the development of the FAB service (diary allocation and visit prioritisation process)

To take a pro-active role in streamlining service delivery for example by redesigning or developing forms.

Analytical and judgment

Managing risk - particularly with regard to visits where clients are not known to the Trust (vulnerability of visiting officer)

Responsibility and accountability

To participate in other shared team responsibilities according to the service requirements.

To keep up to date with the changes in benefit reforms to ensure the correct information is provided at all times.

To manage the Financial Assessment Officers diaries to ensure their time is managed effectively and completely.

To ensure the visits are booked with the appropriate person ( when a client does not have capacity and we need to work with someone legally able to act).

Ability to prioritise competing demands to maximise effectiveness and efficiency

Work independently, using initiative and judgment to refer to manager as required

Communication and working relationships

Effective and professional exchange of information both verbal and written, with clients, carers and colleagues across the Trust and externally.

FAB has a wide client base covering everyone from the elderly right through to young adults with additional needs.

People may have difficulty in communicating because of a physical, emotional, psychological, sensory or learning disability.

People may have mental health difficulties, or they may be receiving support for drug or alcohol problems. Many will have a combination of these factors, or they may be caring for someone who has them. People may be frightened or anxious about illness or disability; some will be in the terminal stage of their illness and in a state of denial.

Clients may exhibit verbal or physical aggression and threatening behaviours. They may also use emotional blackmail to avoid discussing finances etc - threats of suicide.

To signpost clients and colleagues towards alternative sources of services, support and information which may be available to them.

A diverse range of professionals in multi-disciplinary teams across The Trust including MacMillan Nurses, GP surgeries, zones, Voluntary agencies including Vocal (Learning Disabilities) Age Concern, CAB and the Disability Information Service, alongside statutory organisations such as the DWP, HMRC, Housing Services etc

Relationships will be forged on mutual respect and professional standards. Shared information will adhere to relevant GDPR process, Caldicott and the Disclosure of Information Act.

Information and advice on FAB functions in order to secure visits for financial assessments and benefit checks. Information on the FAB teams ability to assist with, grants, charitable payments, Blue Badge Scheme, Free Car Park Passes, Health Benefits (free glasses, dentistry etc) Home Insulation or Heating Grants etc

Communication is primarily by telephone and requires skills in defusing anger, motivating, negotiating, empathising and reassuring. Information may be provided in various formats to suit the needs of the client, this will include Braille, interpreters, alternative formats and sign language

Communication may be verbal, written or electronic - always with regard to the different occupational backgrounds and cultures within the ethos of an integrated service.

Communication may be 1 to 1 or to the team

The provision of information to staff and service users and carers on advice and guidance on Torbay and South Devon NHS Foundation Trusts charging policies and procedures, the Care Act, Welfare Benefits, and the full financial assessment process

Ability to effectively communicate with a diverse range of audiences in type and size. knowledge of how to communicate with a hearing-impaired client

Person Specification

Qualifications and training

Essential

oNVQ level 2 Administration/Office Skills or equivalent Keyboard skills for regular use of computer systems

Desirable

oNVQ level 3 in relevant subject, business administration, healthcare or equivalent experience

Knowledge and experience

Essential

Understanding and awareness of social care issues Knowledge and understanding of the Financial Assessment process Basic understanding of welfare benefits and claiming procedure in order to advise clients of pathways to claim Experience of working with the public

Desirable

Knowledge and understanding or relevant legislation that apply to social care service users. Experience of working with Local Authority charging policies.

Specific Skills

Essential

Strong verbal and written communication skills Ability to plan and co-ordinate diaries for FAB Visiting Officers

Emotional effort

Essential

Able to defuse conflict Demonstrate discretion and confidentiality when dealing with sensitive client information

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