Trust Officer in Cardiff

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