2 x Macmillan money and more Triage Officer

To provide specialist income maximisation, triage, and holistic welfare rights advice to individuals and families, with a primary focus on supporting people affected by cancer through the Macmillan money and more service across the North of Scotland. The role delivers a high-quality triage service—operating across phone, digital channels, hospital, hospice, and community outreach settings—to ensure timely access to benefits, grants, and financial support.This role suits a resilient, empathetic, and highly organised adviser with benefits knowledge and strong triage capabilities. You will work in a supportive, non-judgmental environment to empower clients, while building effective referral routes with Macmillan Delivery partners, health professionals and other partner agencies.JOB DESCRIPTIONKey work areas and tasks:Advice Giving & Triage DeliveryDeliver specialist welfare rights and income maximisation advice tailored to the distinct financial, practical, and emotional needs of individuals and families affected by cancer.Provide triage support to the wider organisation in times of peak capacity.Provide advice via telephone and emailPrepare and present cases studies highlighting the services of Macmillan Money and MoreAssist clients with wider related issues integral to their case (such as energy costs, health costs, and charitable grant applications), referring to specialist advisers or partner agencies when needed.Maintain high standards of case recording to meet key performance indicators (KPIs), quality standards, and service reporting requirements.Stakeholder Engagement & PartnershipBuild and maintain strong working relationships with delivery partners across Scotland, healthcare professionals, social care teams, and Macmillan specialists to streamline referral pathways.Prepare and deliver information sessions or awareness talks to partner organisations and client groups regarding financial support options.Social Policy & CampaigningIdentify systemic issues affecting clients and contribute to social policy evidence gathered by the Bureau and Macmillan.Support Macmillan policy, media, and campaign initiatives by capturing detailed case studies, feedback, and trend data.Professional DevelopmentKeep up-to-date with changing welfare benefits legislation, regional health/social care policies, and bureau procedures.Attend relevant internal, Macmillan, and partner network meetings as agreed with the line manager.Actively participate in regular supervision sessions, team meetings, and continuous professional development activities.ADMINISTRATIONUse IT systems for electronic case management, statistical recording, document production, and reporting against project KPIs.Ensure all work adheres strictly to bureau quality standards, data protection regulations, and administrative processes.OTHER DUTIES AND RESPONSIBILITIESCarry out any other tasks within the scope of the post to ensure effective delivery and development of the triage and wider welfare rights service.Demonstrate a firm commitment to the aims, principles, and equal opportunities policies of the CAB service and Macmillan.Comply with health and safety guidelines, sharing responsibility for personal safety and that of colleagues during office work and outreach visits.PERSON SPECIFICATIONEvidenced understanding of welfare benefits and provision of advice, or an ability to show transferable similar transferable skills.Empathy, resilience, and an understanding of the specific physical, emotional, and financial challenges faced by people living with cancer and their carers.Understanding of and commitment to the aims and principles of the CAB service and its equal opportunities policies.Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.Ability to monitor and maintain own standards.High level of written and oral communication skills.Understanding of the issues affecting society and their implications for clients and service provision.Ability to use IT in the provision of advice.Flexibility and willingness to work as part of a team.Willingness to learn and develop skills in advice topics.Willingness to train other staff or volunteersNumeracy skills required to understand statistics and check calculations.An understanding of and respect for the volunteer led ethos of CAB and an ability to reflect this in their day-to-day work.