Business and administration
Revenues and welfare benefits practitioner
Performing various roles in local authorities such as benefit assessment, revenues calculation or customer service.
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.
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
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)
Technical Educational Products
- ST0602: Revenues and welfare benefits practitioner (Level 4) Approved for delivery
- Reference:
- OCC0602
- Status:
Approved occupation
- Average (median) salary:
- £27,604 per year
- SOC 2020 code:
- 4112 Local government administrative occupations
- SOC 2020 sub unit groups:
- 4112/01 Local government benefits officers
- 3229/99 Welfare and housing associate professionals n.e.c.
- 4112/03 Local government revenue officers
- 4129/04 Revenue assistants (excludes National and Local government revenue occupations)
- 4129/99 Finance administrative occupations n.e.c.
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
Technical Educational Products
- ST0602: Revenues and welfare benefits practitioner (Level 4) Approved for delivery
- Reference:
- OCC0602
- Status:
- Approved occupation
- Average (median) salary:
- £27,604 per year
- SOC 2020 code:
- 4112 Local government administrative occupations
- SOC 2020 sub unit groups:
- 4112/01 Local government benefits officers
- 3229/99 Welfare and housing associate professionals n.e.c.
- 4112/03 Local government revenue officers
- 4129/04 Revenue assistants (excludes National and Local government revenue occupations)
- 4129/99 Finance administrative occupations n.e.c.
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
Technical Educational Products
- ST0602: Revenues and welfare benefits practitioner (Level 4) Approved for delivery
- Reference:
- OCC0602
- Status:
- Approved occupation
- Average (median) salary:
- £27,604 per year
- SOC 2020 code:
- 4112 Local government administrative occupations
- SOC 2020 sub unit groups:
- 4112/01 Local government benefits officers
- 3229/99 Welfare and housing associate professionals n.e.c.
- 4112/03 Local government revenue officers
- 4129/04 Revenue assistants (excludes National and Local government revenue occupations)
- 4129/99 Finance administrative occupations n.e.c.
