- knowledge of psychology
- patience and the ability to remain calm in stressful situations
- sensitivity and understanding
- customer service skills
- the ability to work well with others
- the ability to accept criticism and work well under pressure
- to be thorough and pay attention to detail
- counselling skills including active listening and a non-judgemental approach
- the ability to understand people’s reactions
- to be able to carry out basic tasks on a computer or hand-held device
Your daily tasks may include:
- checking clients are claiming all the benefits they can
- helping people fill in forms
- helping clients get ready for appeals
- taking the place of clients at appeal tribunals
- working with benefits agencies and other organisations
- referring clients
- keeping confidential records
- learning about relevant laws and welfare reforms
- publicising your service or campaigns
- training staff and volunteers
You could work in the community, at a client's home, in a court, in an NHS or private hospital or at an outreach centre.
Your working environment may be humid and hot.
With experience, you could move into specialist advice and casework, or be promoted to a team leader or management post.
You can find out more about working in welfare rights from Citizens Advice and AdviceUK.
