EO2 - Dungannon (10/10/25 Start Date)

• Effective caseload management to ensure a claimant receives the right level of coaching and support, tailored to their individual needs.
• Understand the entire end to end claimant journey and appreciate the impact on other areas and signpost the claimant to the relevant support. Use a range of appropriate provision to support the claimant.
• Consider claimant's vulnerability by conducting a measured assessment to identify and apply relevant safeguards where appropriate.
• Understand and promote the benefits of Universal Credit Full Service (UCFS), sharing best practice with all claimants and internally with colleagues.
• Demonstrate resilience within the UC environment by embracing change and keeping pace with evolving work practices.

• Liaise with Specialist Providers such as Occupational Psychologists, if additional advice is required.
• Promote JobCentre Online (JCOL) and other internet job sites, encouraging claimants to register for suitable vacancies as part of their job activity.
• Develop and maintain coach / athlete relationships with claimants to encourage self sufficiency and personal responsibility.
• Build and maintain up to date knowledge of the local Labour Market and opportunities available through local statutory and non statutory provision.
• Undertake continuous learning to ensure skills set is relevant for the provision of an excellent service.
• Participate in continuous business improvement activity, including discussion sessions, workshops and sharing learning with Continuous Improvement and Learning team.
• Build constructive relationships with the external Delivery Partners. This includes Department for Economy (DfE), Her Majesty's Revenue & Customs (HMRC), the Northern Ireland Housing Executive (NIHE) and Lead Contractors.

• Verify and authenticate claimant's identity and issue Personal Security Number.
• Assess the needs of claimants and provide tailored advice, timely information and support to enable claimants to overcome barriers, develop skills and take actions to look for, obtain and remain in work.
• Establish and explain the next steps for the claimant, including booking appointments as necessary and explaining the claimant's responsibilities such as reporting change of circumstances.
• Challenge the claimant when they do not use the digital route, stressing the importance of using the Journal for recording work preparation and job search activities.
• Highlight the potential consequences of non-compliance to the claimant and explain how the sanction process works.
• Review claimant's work preparation and conduct full diagnostic intervention in order to create a tailored, personalised Commitment where appropriate.
• Ensure the Commitment has been accepted by the claimant online, which will enable UC to be put into payment.
• Prepare for each claimant intervention by accessing information held on UCFS, JobCentre Online and any other relevant systems.
• Monitor and support claimant participation on Departmental programmes, including whilst on placement. Travel to outside locations as required to support claimants on caseload, such as employers' premises.
• When required make referrals to the Decision Maker for non compliance.
• Carry out Self Employed Gateway Interview (SEGI) for All Work-Related Requirement (AWRR) claimants to establish if they are gainfully self-employed.
• Data gather additional information to support the UC Claim and provide explanation of NI Policy (To be confirmed).
• Use every intervention (face to face, telephony and online), to review progress, identify further support required and agree actions required by claimant to move into employment. This will apply to both in work and out of work claimants.
• Control relevant task management systems ("To-Dos"), use reports and other Management Information (MI) as appropriate and ensure effective management of diary appointments.
• Take appropriate action in reporting and logging all incidents of unacceptable customer behaviour.
• Coach, motivate and challenge claimants and use initiative to resolve claimants problems.
• Action claimant feedback in relation to UC using the intranet and other available systems to obtain the most current advice and guidance.
• Ensure all Information Communication Technology (ICT) systems are updated as required

**The successful candidates will be required to start once the vetting paperwork and ANI completed.**

RecCoBelfast