Macmillan Welfare Rights Caseworker

About Toynbee Hall

Based in the East End of London since 1884, Toynbee Hall is a charity working alongside people facing poverty, injustice, and inequality to build a fairer East London. We provide vital advice and support, working in partnership to tackle unfairness and ensure everyone has an equal chance to thrive.

Team background

The Macmillan Money & More service brings together Toynbee Hall-employed advisers and partner organisations across London to deliver specialist welfare benefits advice for people affected by cancer.

The service includes a central triage function, specialist welfare benefits advisers and partner organisations working together to ensure people receive the right support at the right time.

The role includes regular outreach clinics at St Bartholomew's Hospital, The Royal London Hospital, Homerton University Hospital, Whipps Cross Hospital and Newham Hospital, working alongside Macmillan professionals and NHS multidisciplinary teams to provide accessible specialist advice.

Key Responsibilities

The postholder will:

• Manage a specialist caseload of people affected by cancer from referral through to case closure.
• Deliver face-to-face advice appointments at Toynbee Hall and outreach clinics within partner NHS hospitals.
• Provide specialist welfare benefits advice by telephone, video consultation and face-to-face appointments.
• Prepare Mandatory Reconsideration requests where benefit decisions appear incorrect.
• Prepare appeals to the First-tier Tribunal, including written submissions, evidence bundles and appeal documentation.
• Represent clients at First-tier Tribunal hearings where appropriate, advocating on their behalf and presenting complex welfare benefits cases.
• Liaise and negotiate with the DWP, HMRC, Local Authorities and other statutory agencies to resolve complex welfare benefit issues.

Person Specification

Essential

Knowledge and experience

• Significant experience of delivering specialist welfare benefits advice and managing complex casework.
• Extensive knowledge of welfare benefits, particularly Universal Credit, disability benefits and benefits for people over State Pension age.
• Experience of preparing welfare benefit claims and maximising clients' income.

Skills and abilities

• Excellent written and verbal advocacy skills.
• Ability to interpret and apply complex welfare benefits legislation.
• Ability to analyse evidence and prepare persuasive representations.

Personal attributes

• Empathy, professionalism and resilience when supporting people affected by cancer.
• Commitment to continuous professional development and maintaining technical expertise

Desirable

• Welfare Rights qualification or equivalent professional experience.
• Experience of preparing written submissions and supporting evidence for the First-tier Tribunal.
• Experience of working within NHS or hospital settings.
• Knowledge of Macmillan Cancer Support services.
• Experience of Advice Quality Standard (AQS) or equivalent.

Additional requirements

The postholder will be expected to work flexibly across Toynbee Hall, partner NHS sites and community venues as required by the service.

Regular travel across London will be required.

All duties must be carried out in accordance with Toynbee Hall's policies relating to safeguarding, equality, diversity and inclusion, health and safety, confidentiality and data protection.

Our Benefits Package

We believe in supporting our employees with a well-rounded benefits package designed to enhance work-life balance, financial security, and overall well-being.

Annual Leave

• 25 days of annual leave, plus 3 additional days for our Christmas shutdown (on top of bank holidays).
• After 2 years: +3 extra days of leave.
• After 3 years: +1 additional day.
• After 5 years: A total of 30 days annual leave, plus the 3-day Christmas shutdown.

Pension

• Standard Life Pension Scheme - Employer contribution: 4%, Employee contribution: 5%

Additional Perks & Support

• Enhanced Sick Pay for peace of mind during illness
• Enhanced Maternity & Paternity Leave to support growing families
• Employee Eyecare Vouchers to support your vision health
• Employee Assistance Programme for free, confidential advice and support
• Mental Health First Aid to ensure workplace well-being
• Tenancy Deposit Scheme to help secure your home
• Interest-Free Season Ticket Loan for cost-effective commuting
• Cycle to Work Scheme to promote a healthier, greener way to travel
• Charity Mentoring Network to support professional development and networking
• Westfield Healthcare Cash Plan
• Perk Box

Further information

• Applicants must have the right to work in the UK.
• Please refer to the attached job description for more details