Resilience Coach Caseworker

Purpose of Role

Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively. This role forms part of Tier 2 within the structure.

Tier 1 - Information, Guidance & Signposting

Tier 2 - Generalist Advice & Casework

Tier 3 - Specialist Advice & Complex Casework

As a Resilience Coach, you'll deliver Tier 2 Sustained casework designed to drive long-term resilience outcomes for clients. Moving beyond one-off advice, you will work intensively with clients over time, combining income maximisation, non-regulated debt/budgeting support, housing stability work, and trauma-informed coaching to build financial capability and personal strength. Ensuring clients are seamlessly routed into Tier 3 Specialist intervention where appropriate.

Main Duties and Responsibilities Casework and Coaching

• Manage an active caseload of clients requiring sustained intervention to achieve long-term financial and personal resilience.
• Apply trauma-informed practice principles to establish empowering, supportive relationships with clients.
• Carry out comprehensive income maximisation, including benefit entitlement calculation and assistance with claims / appeals.
• Deliver non-regulated debt advice, financial capability training, and budgeting plans.
• Identify when a client's debt or housing issues require referrals to Tier 3 Specialists.
• Work with clients to set realistic goals, reviewing progress periodically to ensure independent and sustained resilience.
• Maintain detailed, audit-ready casenotes and action plans on the client record management system.

Administration

• Attend internal and external meetings as agreed with your line manager.
• Prepare for and attend supervision sessions and team meetings.
• Manage your workload using task lists to make sure work is completed, deadlines are met and cases are closed in good time.
• Contribute case studies for reporting purposes when needed.

Targets

• Work towards agreed targets for your role, keeping your line manager informed if you run into any difficulties.

Learning and Development

• You'll be supported to learn our client management system and advice resources so you can find, interpret and communicate the right information with confidence.
• Stay up to date with changes to advice, policies and procedures, and take part in training - making sure any mandatory training is completed on time.
• Take ownership of your own development by seeking out learning opportunities, including reading relevant publications.

Research and Campaigning

• Play an active part in local and national campaigns by sharing relevant information, working closely with your line manager.

Other Duties and Responsibilities

• Share our commitment to the aims, principles and values of the advice service.
• Prepare for and participate in regular one to one supervision and team meetings.
• Take on any other tasks within the scope of your role that support the effective delivery and development of the service.
• Look after yourself and your colleagues by following our health and safety guidelines.