Somerset Crisis Support and Benefits Officer

What We're Looking For

We are looking for an organised, compassionate person who can listen, build trust and help people take practical next steps during a financial crisis.  Previous money-advice experience is not essential.  We will provide structured training, supervision and support.

About Navigate Charity

Navigate is a registered charity providing free, confidential money and debt advice, welfare-benefits support and financial education across Devon and Somerset.  We specialise in supporting people who face barriers to mainstream services and adapt our support to each person's needs.

About the Somerset Crisis and Resilience Partnership

This role is part of the Somerset Crisis & Resilience Fund service, delivered by Navigate, partnering with the Citizens Advice Bureau.  Together, we help Somerset residents move from immediate financial crisis towards greater stability and resilience.

About the Role

As a Crisis Support and Benefits Officer, you will be the first point of contact for people referred to the service.  You will listen, identify urgent needs and risks, provide practical initial support and connect each person with the right adviser or partner.  You will maintain contact so that clients feel supported and do not become lost in the system.

What You Will Do

•  Contact new referrals promptly and explain how the service can help.

•  Complete a holistic assessment of each client’s circumstances, priorities, risks and communication needs.

•  Help stabilise urgent situations involving food, fuel, housing, benefits, enforcement or other financial pressures.

•  Complete benefit checks and support claims, evidence gathering and income-maximisation activity once trained.

•  Help clients prepare information and documents for specialist money or debt advice.

•  Allocate or refer clients to the right adviser, partner or external service and make warm referrals with consent.

•  Keep in regular contact with clients awaiting specialist support and monitor their progress through the service.

•  Provide flexible support by telephone, video, secure digital communication, outreach or home visit where appropriate.

•  Maintain accurate AdvicePro records and promptly escalate safeguarding or high-risk concerns.

What You Need When You Join

•  Experience of helping, supporting or working with people, including transferable or voluntary experience.

•  Excellent listening and communication skills, including with people who are distressed or overwhelmed.

•  A calm, practical and non-judgemental approach to problem-solving.

•  Good organisation, attention to detail and the ability to manage competing priorities.

•  Confidence using digital systems and keeping clear, accurate records.

•  Commitment to confidentiality, safeguarding, equality and professional boundaries.

What We Will Teach You

•  Welfare benefits, entitlement checks and income-maximisation processes.

•  How to recognise priority debts and prepare clients for regulated debt advice.

•  Crisis Fund, Breathing Space and emergency-support procedures relevant to the role.

•  AdvicePro, risk assessment, safeguarding, GDPR and Wis£rmoney referral pathways.

Other Requirements

•  Ability to travel across Somerset for outreach and home visits when required (driving license and transport required).