Introduction
Some people, whose income is below a certain level,
receive financial assistance in the form of housing benefit - a sum
that they use towards payment of rent. People on a similar
income level may be exempt for paying all or part of their council
tax. Councils are responsible for calculating and paying the
benefits. They employ benefits officers and assistants (sometimes
known as benefits assessment officers) to do so.
Work Environment
Benefits officers work in offices which may be in
councils' headquarters o rin other buildings where the Benefits
Department is situated. They work at computers for much of
the working day. They are mainly office-based but may be
required to visit claimants in their homes.
Daily Activities
Benefits officers provide information and advice to
residents in the council's area on all aspects of housing and
council tax benefits. They may do so in person, by letter or by
phone. Their first job is often to explain to people the rules
regarding eligibility for receipt of benefit. They also
process claims for benefits. People who wish to claim either or
both benefits have to fill in forms, giving details of their
financial circumstances. Some claimants (known as customers in many
councils) find the forms straightforward. Others may need some
help. Benefits officers' duties range from checking forms to make
sure that all questions have been answered to assisting customers
to complete the forms. They answer queries at a counter but
might take people to an interview room for more privacy when they
have to ask questions. Some benefits officers also visit people in
their homes. (Many councils employ visiting officers to visits
claimants if further information is required.)
When they process application forms, benefits officers have to
contact certain external agencies to find out whether information
claimants have given is correct. These could be employers (to
confirm level of pay) the Department of Works & Pensions
(DWP) if they are unemployed and claiming benefits or
landlords to confirm the amount of rent being paid. They use
standard forms and letters when making enquiries. In respect
of accessing records held by DWP staff use a Customer Information
System for the majority of their queries. When they have all
the information, they calculate the level of benefits due and put
all the information into a computer system. Finally they notify
claimants how much their benefit will be.
Benefits officers keep claimants' records up to date on the
computer system and check them regularly. If they find that someone
is no longer entitled to benefit but is still being paid, they
either make a home visit to explain how repayments must be made or
inform the visiting officer. If they detect fraud at any
point in a claim, they refer the matter to the Investigation
Team.
Skills & Interests
Benefits officers need to be:
- numerate
- good communicators
- teamworkers
- knowledgeable and up to date on benefits legislation
- able to analyse information that comes from several different
sources
- able to deal with sensitive issues in confidence (customers may
be embarrassed by needing to claim benefit or reluctant to reveal
personal information. Some may be hostile)
- methodical and well organised
- able to work quickly and accurately, paying attention to
detail
- able to work under pressure.
- adapt to change quickly
Entry Requirements
These vary but councils often ask for a minimum of four GCSEs
grades at C or above, including English and Maths. Equivalent
qualifications such as S/NVQs or Intermediate GNVQ/GSVQ Level II in
Business or relevant experience, are usually acceptable
alternatives.
Some councils ask for previous experience of working in a team
in an administrative or financial job or in a customer service
environment in the public or voluntary sectors.
Future Prospects & Opportunities
Most councils employ a number of benefits officers. There
are opportunities to specialise in visiting or fraud assessment
work. There are prospects of promotion to supervisor/team
leader and to benefits manager.
Further Information &
Services
You can get information on the work of a benefits officer from
relevant departments at your local council.
UK Government www.direct.gov.uk
You may find further information about this area of work through
Careers Wales (www.careerswales.com/)
or in your local library, careers office or school careers
library.