MaPS Community Based Debt Caseworker/Trainee Caseworker

Working within the aims, policies, and principles of the Citizens Advice Service, the MaPS-funded Community Debt Caseworker will provide specialist debt advice and casework support to clients experiencing financial difficulty and problem debt. The postholder will deliver holistic, person-centred advice across a range of channels including face-to-face, telephone, video conferencing, email, outreach settings, and community locations across Hertfordshire, ensuring services remain accessible, inclusive, and responsive to client needs, vulnerability, and complexity. The role requires the delivery of high-quality debt advice in accordance with Money and Pensions Service (MaPS) quality standards, Citizens Advice membership requirements, and the Debt Advice Quality Framework. Debt Advice and Casework Provide specialist casework covering the full range of debt advice and debt solutions, ensuring all advice meets MaPS and Citizens Advice quality standards. Manage a caseload of clients with complex debt issues, including priority and non-priority debts, insolvency options, enforcement action, and financial hardship. Conduct detailed client assessments, including identifying emergencies, vulnerability, safeguarding concerns, and barriers to accessing services. Deliver debt advice through a range of channels including face-to-face appointments, telephone, video call, email, outreach sessions, and home visits where appropriate. Carry out Standard Financial Statement (SFS) budgeting, debt prioritisation, affordability assessments, and referral to appropriate debt remedies. Prepare financial statements, debt assessments, income and expenditure calculations, and supporting documentation. Act on behalf of clients through negotiation with creditors, enforcement agencies, utility providers, landlords, and statutory bodies. Prepare and present cases to statutory bodies, tribunals, courts, and insolvency services where appropriate, including Debt Relief Orders (DROs), bankruptcy applications, Breathing Space applications, and other formal debt remedies. Deliver holistic debt and financial capability advice, including budgeting, money management, financial resilience, and maximising income. Ensure income maximisation through welfare benefit entitlement checks, grants, charitable support, discretionary schemes, and other financial assistance. Assist clients with related issues integral to their debt case, including welfare benefits, housing, energy debt, employment, and financial exclusion, making referrals where appropriate. Provide tailored support to clients experiencing vulnerability, mental health issues, digital exclusion, language barriers, or crisis situations. Empower clients to make informed decisions and support them to improve long-term financial wellbeing and independence. Offer access to holistic services and onward referrals for non-debt issues to ensure comprehensive client support. Travel across Hertfordshire to deliver community-based outreach and face-to-face support where necessary. Administration and Quality Use IT systems for case recording, statistical monitoring, reporting, and document production. Maintain accurate, comprehensive, and up-to-date case records in line with MaPS, Citizens Advice, GDPR, and organisational requirements. Ensure all casework complies with Citizens Advice quality standards, organisational procedures, safeguarding policies, and the Advice Quality Standard. Monitor progress of cases and ensure timely follow-up, review, and closure in accordance with service requirements. Contribute to achieving service targets, contractual requirements, key performance indicators (KPIs), and quality standards. Utilise digital systems, internal tools, and emerging technologies to support effective case management and service delivery. Participate in service audits, peer reviews, and quality assurance processes. Follow all relevant policies and procedures and undertake required training. Research and Campaigns Assist with research and campaigns activity by providing anonymised client information and feedback on local debt trends and emerging issues. Record statistical information on client numbers, demographics, outcomes, and case types, providing reports, case studies, and analysis as required. Identify trends affecting local communities including financial exclusion, energy debt, cost of living pressures, and access to financial support. Raise awareness of local and national issues relevant to debt, poverty, financial capability, and social inclusion. Contribute to continuous improvement and service development initiatives. Partnership Working and Public Relations Maintain effective liaison with statutory and non-statutory agencies, creditors, local authorities, housing providers, support organisations, and community partners. Represent the service at partnership meetings, outreach events, forums, and external bodies as appropriate. Work collaboratively with colleagues, volunteers, and partner agen