The Friendly Trust is a Wales-based registered charity providing specialist information, advice, and financial administration for disabled people and other vulnerable adults, and for families planning for the future of someone who may lack capacity. Our work is centred on the individual. We aim to protect people's rights, promote independence and ensure that financial arrangements support people to live the lives they choose. Purpose of the Role Trust Officers play a key role in delivering The Friendly Trust's services. The postholder will manage an allocated caseload, providing practical support, advice and financial administration to Service Users and their families. The role combines person-centred casework with welfare benefits, financial management, advocacy and multi-agency working. Trust Officers develop professional relationships with Service Users and use their knowledge, judgement and problem-solving skills to ensure that people's financial affairs are managed appropriately while promoting choice, independence and individual rights. Where a person may lack capacity to make a particular financial decision, the Trust Officer will ensure that their work reflects the principles and requirements of the Mental Capacity Act 2005 and any other relevant legal authority under which The Friendly Trust is acting. Key Responsibilities Service User Support and Casework

• Manage an allocated caseload of Service Users, taking responsibility for progressing work and responding appropriately to changing circumstances.

• Build and maintain positive, professional relationships with Service Users, recognising their individual wishes, communication needs, abilities and circumstances.

• Provide clear and accessible information, advice and practical support to Service Users, carers and family members on matters including welfare benefits, financial management, trusts and related issues.

• Support Service Users to understand and participate in decisions about their finances wherever possible.

• Promote choice, independence and control while ensuring that appropriate safeguards are maintained.

• Meet with and visit Service Users and their families as required, including home visits and meetings with other professionals.

• Identify concerns affecting a Service User's financial or wider wellbeing and take appropriate action, including raising safeguarding concerns where necessary.

Welfare Benefits

• Support Service Users to identify and access welfare benefits to which they may be entitled.

• Assist with benefit claims, reviews and related correspondence.

• Liaise with the Department for Work and Pensions, local authorities and other relevant organisations.

• Identify apparent errors, underpayments or adverse benefit decisions and take appropriate action to resolve or challenge them.

• Maintain and develop an appropriate working knowledge of the welfare benefits system relevant to the Trust's Service Users.

Financial Administration and Appointeeship

• Manage Service Users' day-to-day financial affairs where The Friendly Trust has been authorised to do so.

• Act on behalf of The Friendly Trust in carrying out its responsibilities as a DWP Corporate Appointee where applicable.

• Ensure that benefits and other income received on behalf of Service Users are used appropriately and in their interests.

• Work with Service Users to create, implement and regularly review individual money plans and budgets.

• Monitor income, expenditure, account balances and financial commitments.

• Arrange payments and other financial transactions in accordance with organisational procedures and the authority under which The Friendly Trust is acting.

• Identify and respond appropriately to changes in a Service User's financial circumstances.

• Take reasonable steps to protect Service Users from financial abuse, exploitation and avoidable financial loss.

• Ensure that financial decisions are properly authorised, recorded and capable of being accounted for.

Mental Capacity and Decision-Making

• Apply the principles of the Mental Capacity Act 2005 in relevant aspects of their work.

• Recognise that capacity is decision-specific and should not be assumed solely because of a person's disability, diagnosis or circumstances.

• Support Service Users to make their own decisions wherever they are able to do so.

• Where a person lacks capacity for a particular financial decision, ensure that actions are taken in accordance with the appropriate legal authority and best-interests requirements.

• Maintain clear records of significant decisions and the reasons for them.

• Seek guidance from managers where a decision raises significant legal, financial, safeguarding or ethical concerns.

Record Keeping and Compliance

• Maintain accurate, clear, up-to-date and timely case records.

• Use The Friendly Trust's case management and financial recording systems, including CasparGov, to record actions, decisions, financial information and outcomes.

• Ensure that records meet organisational, legal, regulatory and UK GDPR requirements.

• Handle personal and financial information securely and maintain appropriate confidentiality.

• Work in accordance with relevant legislation, guidance, policies and procedures, including the Mental Capacity Act 2005, safeguarding requirements and, where applicable, Court of Protection guidance.

Communication and Partnership Working

• Communicate clearly, sensitively and professionally with Service Users, families, carers and professionals.

• Adapt communication to reflect an individual's needs and level of understanding.

• Prepare professional correspondence, including letters, emails, case records and reports.

• Liaise effectively with organisations including the DWP, local authorities, health and social care professionals, housing providers, banks and other financial organisations.

• Attend meetings concerning Service Users where appropriate and contribute relevant financial information and professional observations.

• Advocate appropriately for Service Users where financial, benefit or related matters require resolution.

Team Working

• Work collaboratively with Trust Officers, administrative staff, managers and other colleagues.

• Participate in the office duty rota, responding to telephone and face-to-face enquiries during designated duty sessions.

• Provide reasonable cover for colleagues during periods of absence.

• Share relevant knowledge and contribute positively to team discussions and problem-solving.

• Participate in regular supervision, team meetings and organisational activities.

Organisational Contribution and Development

• Represent The Friendly Trust professionally when dealing with Service Users, families, external organisations and members of the public.

• Participate in training and continuing professional development relevant to the role.

• Maintain and develop knowledge relevant to their work, including welfare benefits, mental capacity, safeguarding and financial administration.

• Contribute to the development and improvement of organisational policies, procedures and services.

• Support The Friendly Trust's commitment to equality, diversity, inclusion, safeguarding and environmental sustainability.

• Undertake other duties reasonably required by the Team Manager which are consistent with the nature and level of responsibility of the role.

Hybrid working Following successful completion of probation, Trust Officers are able to work on a flexible hybrid basis, subject to the requirements of the service. Trust Officers are normally required to attend the Cardiff office for 2 x two-hour duty sessions each week. Outside these duty sessions, staff have considerable flexibility regarding where they work, subject to Service User visits, meetings, training, team requirements and other operational needs. Person Specification The Friendly Trust recognises that this is a specialist role and that candidates may bring relevant skills and experience from a variety of backgrounds. We do not expect every successful applicant to have detailed experience of every aspect of the role before joining us. Training, supervision and opportunities to develop specialist knowledge will be provided. Candidates should therefore consider how their transferable experience, knowledge, skills and values relate to the criteria below. Essential Experience

• Relevant experience of working with or supporting people in social care, welfare benefits, advocacy, housing, financial inclusion, community services or another related setting.

• Experience of working with disabled people, vulnerable adults, carers or people requiring additional support.

• Experience of managing competing tasks . click apply for full job details