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Welfare rights adviser & triage officer

Gesundheit & Wohlbefinden
Wirtschaft & Fundraising
Dienstort London
Dienstverhältnis Vollzeit/ Teilzeit
Veröffentlicht am 21.01.2024

Royal Free Charity

Welfare Rights Adviser & Triage Officer

Department – Support hub

Reports to – Welfare rights supervisor

Hours of Work – 37.5 hours per week over five days

We will consider part-time applicants if two successful applicants agree to job share. Pro-rata hours (one day a week in person).

Base – Hybrid working for the foreseeable future, with three days a week in person (RFC office: Pears building or the Royal Free Hospital) and two days remote.

Our vision

Our vision is for everyone served by the Royal Free London NHS Foundation Trust (RFL) to have access to world-leading healthcare, delivered by a thriving workforce and driven by medical research that has a global impact. We support the 10,000 staff of the RFL and their 1.6 million patients across Barnet, Chase Farm and Royal Free hospitals and more than 30 NHS services.

What we do

Through the services we provide, and the programmes and equipment we fund, we make a profound and immediate difference to patients’ experiences of care. Our volunteering, support hub and complementary therapy teams enhance the hospital journey for all patients – whether they live locally or come from further away to access the trust’s specialist services. Our support of the RFL workforce enables staff to perform at their best. Spanning individual professional development and training through to organisation-wide interventions, our initiatives bolster employee resilience and mental health so they can achieve the best outcomes for patients. We fund ground breaking research with the potential to change people’s lives, whether it is through our grant programmes, commissioned research or delivering major capital funding appeals.

Our approach

We are a solution-focused strategic partner to the RFL, helping our hospitals to go further and faster than the NHS could do alone. We believe funding decisions should be made based on strategic priority and impact, with a strong focus on co-production.

We invest in:

enhanced support for patients
vital support for our staff
ground breaking research and innovation
cutting-edge medical equipment

The generosity of our donors, fundraisers and volunteers enables us to do this.

The charity, which employs more than 80 people, is working towards becoming an employer of choice.

The Support Hub team:

The support hub department is here to support people affected by long term health conditions, to help them with the practicalities of living with a chronic condition; to improve wellbeing and quality of life.

We are here to transform patient experience and staff experience and change lives for the better.

We aim to play our part in addressing inequalities in health, through supporting with the wider determinants of health (e.g., finances, housing); areas which can have a direct impact on someone’s health outcomes and recovery. Through doing this, we support the NHS and Royal Free London NHS Foundation Trust staff, stepping in where they may not have the time or expertise.

Welfare and benefits casework (approximately 50% of the role) and Triage officer (approximately 50% of the role)

Principal accountabilities / responsibilities:

To provide an efficient and effective system to support referrals and enquiries into the support hub welfare rights advice service.
To assess eligibility of referrals and enquiries, according to set criteria
To triage referrals into the service (usually patients referred from Royal Free Hospital clinicians), assessing individual situation and level of need.
Offering one-off advice based on circumstance, providing accurate, up to date information
To allocate those with the highest level of need for ongoing case work to an adviser
To develop and maintain effective working relationships and referral systems, with a broad range of service providers.
To refer or signpost people to other services where required
Establishing trust, effectively responding to clients going through challenging times.
Making sense of information, using your skills as an adviser to make sense of this to establish where and how help is needed for each individual.
Give value to the resources of the client who is accessing support, helping to focus on a positive client journey.
A small number of those that you triage, you will take as casework.

This includes:

Providing welfare rights advice for people affected by long-term health conditions.
To provide advice and support on welfare benefits, housing matters (that do not require a solicitor), and non-FCA regulated debts.
To check whether clients are in receipt of all the benefits they are entitled to and help them claim relevant benefits.
To help clients understand benefit decisions and challenge them (where appropriate) by way of mandatory reconsiderations and appeals.
To help clients ensure they keep to their responsibilities in respect of their benefit claims, for example by notifying any relevant changes of circumstances.
To refer or signpost clients to other agencies or departments as appropriate, e.g., housing solicitors; community care cases involving social services and NHS duties, FCA-regulated debt, and immigration services.
To signpost or refer to other services that might be valuable to a client such as condition specific charities, mental health support, or offerings in the local community that would improve their health and wellbeing.
There may also be some advice given to NHS staff.

Working with others:

To provide a combination of face-to-face and telephone appointments, and drop-in sessions, dependent on the service needs.
To ensure that people accessing the service feel welcomed, valued, and understood.
To provide first class customer service to all enquiries, including staff, patients, and carers of the Royal Free London
To effectively support RFL hospital staff, feeding back to referrers, and focusing on building positive relationships across the Trust.
To work with the support hub team members, offering peer support, sharing learnings, and participating in team meetings
To build effective working relationships with staff in other departments of the Charity
To build good working relationships with other relevant organisations, and to liaise and establish contact with relevant national and local agencies and services.
To maintain up-to-date knowledge of external agencies and changes in legislation, policies and practices and adapt and share this information as appropriate.
Safeguarding – to be aware of your duty to protect individuals to live free from abuse, harm and neglect, and to follow internal policies and procedures where you have concerns for an individual.


To provide a high-quality service that is personal, responsive and sensitive, ensuring confidentiality and adhering to the Data Protection Act 2018 and GDPR.
To maintain case records for all client contact, to enable the continuity of casework, ensuring an accurate and up to date case work system, using our case management system, ‘Advice Pro’, following the support hub advice teams processes and keeping to the ‘terms of engagement’ we send to clients.
To maintain the diary for booking appointments and follow-up actions, using the case management system.
To respond to phone and email enquiries from clients and third parties, in a timely manner.

Person Specification

Qualifications, Experience, Skills & Knowledge


CSE/GCSE in Maths and English or equivalent


Extensive experience working in a welfare-rights related role and independently managing your own case load, supporting people with a range of welfare issues including benefits (applications, mandatory reconsiderations, appeals) and housing issues. (Essential)
Experience of working with people affected by long term health conditions would be beneficial, as well as an understanding of the issues and challenges they face (desirable)
Some experience in triaging of cases or handling referrals (desirable)
To have experience using a case management system; proficiency with Advice Pro would be advantageous.
Not for profit/ charity or NHS experience would be beneficial.

Skills & Knowledge

Up-to-date knowledge of welfare benefits and rights, housing and debt (considering what matters must be referred on)
To have excellent communication skills, including:

Outstanding listening skills
Effective verbal skills- while adapting your approach to different audiences
Excellent written skills

The ability to empathise and support people going through difficult times
To be highly proficient in carrying out independent and varied case work
Excellent IT skills, including a thorough knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook).
To have an outstanding eye for detail and accuracy.
The ability to prioritise, organise and manage workload effectively whilst dealing with unplanned interruptions.
Awareness of other pathways and services available to signpost or refer people.
To have exceptional numeracy, literacy, and administrative skills.
To be willing to continue updating own knowledge and skills, including learning of new systems where required.
To be self-confident and willing to take responsibility.
Gaining insight from your role to inform the RFC’s contribution to national conversations.
Able to deal with sensitive information in a confidential and professional manner.
Understanding of the role of health and social care services and pathways would be helpful.

Other Requirements – We expect you to: –

Take time for personal development, contributing learning and ideas to the wider team.
To work to tight deadlines and deliver results
To have a positive professional work attitude
Be highly motivated and able to take the initiative
Be enthusiastic and passionate for the Charity / Hospital environment
To have a strong affinity with the NHS and philanthropic values
To have attention to detail
To support your team and your other colleagues
Attend meetings and training as required
Attend and engage effectively with supervision on a regular basis with the line manager
Be flexible and respond to the needs of services
Attend supervision on a regular basis with the line manager
To treat everyone equally, regardless of sex, age, disability, gender reassignment, race, ethnicity, religion or belief, sexual orientation, or any other protected characteristic
Read and adhere to the Charity policies, including the dress code, and all relevant legislation and ensure that any team members who report to you do the same
Be aware of and have a good understanding of Health and Safety at Work and the Fire Procedure and understand the correct action to be taken in the event of a fire
Work toward the charity’s vision and mission, and act in line with its values of dedication, innovation, partnership, energy and respect.
Be aware of and have a good understanding of Health and Safety at Work and the Fire Procedure and understand the correct action to be taken in the event of a fire
Read and adhere to the Charity’s policies and procedures
To undertake any additional relevant duties as required

This job description is not exhaustive, and the role will include other tasks and responsibilities commensurate with the post and subject to change to meet legislative requirements.

The recruitment process

To apply for this post, please send the following:

CV (please include your last employer and dates of employment)
Cover letter addressing how you meet the criteria set out in the job description and person specification
Completed Equal Opportunity From

Please note, that applications submitted without a cover letter will not be considered for this role.

Closing date for application: Monday 12 February 2024,12 noon.

Interview date: Friday 23 February 2024

Please note, you must be able to provide evidence of eligibility to work in the UK.

As an equal opportunities’ employer, the Royal Free Charity is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Royal Free Charity.


Core benefits

25 days of paid holiday, plus three-day office closure rest period between Christmas and New Year, and UK bank holidays. This increases to 30 days leave after five completed years of continuous employment (all leave is pro rata for part time employees).
A contributory pension scheme, where we match your 4% contribution towards your pension. If you choose to increase your payments into your pension scheme, we’ll match your contribution up to 9%.
A sick pay package that offers one month’s full pay and one month’s half pay in any 12-month period if you’ve been with us for less than two years. This rises to two months’ full pay and two months’ half pay in any 12-month period after two years of continuous employment.
Occupational maternity pay and paternity pay packages that provide more generous support than statutory pay alone.
A flexible working policy to support our employees’ work/life balance.

Support for your financial wellbeing

As a member of the Royal Free family, you’ll be entitled to benefit from:

Expert financial advice from our financial partner, the London Credit Union
Savings on purchases with the Blue Light Card
Our Death in Service benefit

Support for your health and wellbeing

Gym, pool and classes at our Rec Club in Hampstead
Secure bicycle parking and shower facilities at our Hampstead site
Running club
Monthly guided meditation
Free massage therapy from our complementary therapy team
Menopause peer support group
Employee Assistance Programme offering 24-hour access to free confidential advice and support on work and personal issues.

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