Carol McKenzie

Since joining DWP in January 2020 as an EO, see below roles:

Asylum Decision Maker (Home Office) Secondment from DWP

Working as part of a team in a pressurised environment I was responsible for managing my workload providing timely outcomes for asylum claims, working from home dealing with confidential/sensitive information with minimum supervision. My role was to conduct asylum interviews to exacting standards within an ethical decision-making framework. Developing specialist knowledge of legislation and policy, keeping up to date with guidance and caselaw and seeking advice from colleagues within the team. With a large backlog of applications to deal with and acutely aware of the real-time implications to delays in this process, my commitment was to reduce the time people spent in the asylum system.

• Conducting Asylum interviews to the required Home Office standard ensuring all information necessary to make an appropriate decision is obtained.
• Following the required processes to make decisions on asylum cases within the decision-making framework.
• Considering large amounts of information, legislation, and case law to produce individually written, clear, structured letters on behalf of the Home Secretary outlining reasons for the decision.
• Demonstrating sensitivity, emotional resilience and understanding of the needs of vulnerable adults and children throughout the process.
• Providing accurate information in a professional and helpful manner by collecting and assessing relevant data and information from various sources.
• Updating systems accurately, within agreed time frames with support from Technical Specialists. You will use feedback from the Assurance and Compliance Team, Technical Specialist and appeal hearings to assist in identifying any learning and development to be fully efficient in the role.
• Developing specialist knowledge of legislation and policy, keeping up to date with guidance and case law, seeking advice and escalating to senior colleagues or specialist caseworkers.

Employer Adviser (DWP)

Provide recruitment, advice and tailored service supporting employers to grow and develop their business and to create opportunities for Department for Work and Pensions customers in the labour market, based on research, labour market intelligence and local knowledge.

• help with job descriptions

• speeding up your recruitment process

• promoting your vacancies in local Jobcentres and on our social media

• use of Jobcentre Plus offices for interviews (where available) and local recruitment events

• planning future recruitments

• Find a job – a free online jobs site

• Sector-based Work Academy Programmes (SWAPs)
• Work Experience placements
• Work trials
• Apprenticeships

Kickstart Officer (DWP)

As a member of the Youth, Employment & Skills Team I was responsible for sourcing suitable Employers for the Kickstart Scheme, matching unemployed young people with suitable employers with the aim of moving individuals into sustainable employment. I work closely with local, regional and national employers, building relationships in order to gain a better understanding of their recruitment needs and requirements. Supporting employers in understanding the Government Kickstart Scheme, participants needs and help create job roles to match. Seek advice from the SIL team when a JIRA ticket is raised. I gain referrals by networking with Employers, Jobcentres and other Groundwork delivery Teams, pre-screening candidates, interviewing and matching candidates to employers and finally supporting the individual in their Kickstart placement journey.

EO Job Centre Work Coach (DWP) 06 January 2020

(a) Having an assigned caseload of UC claimants, providing consistency and continuity of service for the claimant;

(b) Delivering personalised advice to claimants, identifying challenges to support them into work and supporting their commitment to job search actions;

(c) Supporting claimants to develop the skills and activities they need to look for and obtain sustained employment, using online sources, and making timely decisions, based on the needs of the claimant, to refer them to appropriate support;

(d) Coaching claimants to take responsibility for getting themselves into work, sustaining work, and increasing their wages, by developing their employment opportunities from initial job offers into a career;

(e) Building positive relationships with claimants that encourage, motivate and build trust through coaching, recognition and praise, and encouraging more stretching goals and achievements;

(f) Reviewing the claimants’ Work Plan or other documentation to confirm the claimant is available and actively seeking employment, through gathering accurate information;

(g) Identifying conditionality issues by taking appropriate and timely action, keeping the claimant fully informed throughout;

(h) Proactively developing an in-depth knowledge of the local labour market, while recognising the roles that employers have in helping our claimants secure employment;

(i) Ability to confidently use digital services, navigate and coach others to use digital job search methods i.e. job search websites, email, uploading documents, and social media;

(j) Deciding the level, frequency and intensity of contact they have with each claimant by managing their own diary;

(k) Promoting high attendance rates at group sessions by explaining the advantages of employment support to the claimant;

(l) Being accountable for the decisions made during interviews with claimants to help move them back into sustained employment or prepare for work.

Jobs prior to joining civil service

HOUSING OPTIONS CASEWORKER

Birmingham City Council

Working as part of the Registration Team my role was to asses and make decisions on whether to authorise or fail housing applications following procedures for the h7ousing register and choice based lettings scheme, taking into account the legal requirements of the Housing Act 1996, the Homelessness Act 2002 and the Localism Act 2011.

This required me to examine information submitted by the applicant on a case by case basis so as to make considered, timely and objective decisions based on the facts provided, working within the strict constraints of legislation and policy, then finally to communicate decision both orally and in writing. Partnership working with a range of agencies from Social Workers, MP's, Police, Support workers, and OT's where our common goal is to participate in conversation, meetings, sharing knowledge and learning.

CENTRAL INCOME RECOVERY OFFICER

Adullam Homes

· To support the rents and charges co-ordinator delivering an effective service, maximising income and dealing with housing and recharges debt whilst protecting vulnerable customers.

· To handle telephone calls from customers, Local Offices, Housing Benefit Offices and other departments dealing with rent enquiries and providing support to front line staff.

· To input data as required relating to Housing Benefit and personal payments.

· To undertake regular thorough ongoing account monitoring, inputting and updating.

· Input information required from Housing Benefit Decision Notices.

· Handle calls resolving rent enquiries over the telephone,

•Answer enquiries relating to Universal Credit, Housing Benefits and rent account issues.

· Record all contacts on the Housing Management System of all arrangements made with customers to repay debt.

· Undertake telephone interviews with customers who have rent and other debt.

· Liaise with the co-ordinator when preparing Rent Arrears Escalation letters, Recharge Letters and Notices of Seeking Possessions and other notices.

· Maximise rental Income and Housing and welfare Benefit uptake.

· Proactively negotiate repayment plans with customers on arrears.

· Maintain regular contact with customers by telephone, letter and email.

· Prioritise workload to identify and focus on customers to reduce debt owed

· To contribute to the Central Function liaising and advising Local Housing Teams in relation to Rent arrears.

HOUSING ASSESSMENT OFFICER

Birmingham City Council

Working as part of the Registration Team my role was to asses and make decisions on whether to authorise or fail housing applications following procedures for the housing register and choice based lettings scheme, taking into account the legal requirements of the Housing Act 1996, the Homelessness Act 2002 and the Localism Act 2011. This required me to examine information submitted by the applicant on a case-by-case basis so as to make considered, timely and objective decisions based on the facts provided, working within the strict constraints of legislation and policy, then finally to communicate decision both orally and in writing. Partnership working with a range of agencies from Social Workers, MP's, Police, Support workers, and OT's where our common goal is to participate in conversation, meetings, sharing knowledge and learning.

· To undertake investigations and provide a case summary to assist Senior Housing Needs Officers to make correct and legal decisions

· Plan, prioritise and organise workload to operate to timetables/meet specific deadlines

· Sufficient knowledge and ability of IT systems in order to input, interrogate, extract and maintain records

· Communicate effectively with customers, colleagues and internal and external partners regarding individual cases and generic questions regarding housing need.

· Dealing with customers that occasionally present challenging behaviour

· Customer service -Handle calls

· To interview and/or visit customers and assist with the completion of lettings, referrals, applications and forms in order to meet their housing needs. Monitor, case manage and move-on residents in all types of temporary accommodation

· To answer customer enquiries, face to face, in writing or by telephone to resolve problems raised

· Ensure that all procedures and policies are adhered to and working instructions for the Housing Options Service, comply with policies and procedures

· Build and maintain effective professional working relationships with internal and external partners/contractors involved in the delivery of Housing Options Service

· Ensure that accurate reliable, quality data/management information is maintained and verified.

· To be aware of the risk of fraud, error, child and adult protection issues and make referrals appropriately

· Ensure that safety and security is upheld by adhering to all appropriate policies and reporting any issues to management as they arise

· Assimilate information quickly and use to make effective decisions

TENANCY CASEWORKER

Trident Reach

· Maintained a caseload of 8 homeless service users, assisting in interview assessment •Identified appropriate needs, liaising closely with local Councils, Housing Associations/other agencies

•Assessing and completing homeless applications & dealing with decision letters

•Assisted with estate and tenancy management, allocations, sign-ups and void management •Provided advice on housing, homelessness and entitlements and made referrals where necessary

•Assisted with the management of rents and provided advice on income maximisation •Produced written reports and carried out other ad-hock administration duties, including filing, photocopying, scanning and faxing

•Covered the reception desk and provided a front-line support service, ensuring high levels of customer service were maintained.

LIAISON OFFICER

Dudley Rd Hospital

As a Liaison Officer based at a local NHS Trust in central Birmingham the City Hospital had experienced a significant increase in the number of admissions of people whose residence was described as hostel or homeless. Additionally, there had been an increase in the number of people who had been admitted to hospital who as a consequence of long-term illness or disability had had a life changing event which prevented them from returning to their homes. The Department of Health policy inspired policy initiatives designed to address issues of “delayed discharges” from acute hospitals had lead Birmingham City Council to develop and approve a new allocations policy which incorporated a fast-tracking mechanism for acute hospital patients. Prior to my appointment there were no housing services available within the hospital which meant that I became responsible for ensuring the success of the initial project set up.

· Responsible for ensuring the success of the project set up to provide housing advice to those in hospital

•Implemented the referral process, signposting service users to local Councils and Housing Associations

•Worked collaboratively with many multi-disciplinary teams such as OT, physios, doctors, nurses, social workers, discharge liaison, psychiatrists etc

•Took telephone calls and dealt with queries and complaints

•Produced written reports utilising in house system and carried out other ad-hock administration duties, including filing, photocopying, scanning and faxing.

ACCOMMODATION LINK WORKER

Focus Futures, Focus Housing

My job as an “accommodation link worker” meant my being based at a city centre probation office. The Persistent Offender Partnership Programme (POPPS) identified offenders released on licence from prison who had committed six or more offences in the past two years and places them under enhanced supervision from probation and police officers. Using a rehabilitative model aimed at addressing factors likely to increase the risk of offending the main aim therefore was to rehabilitate and resettle those identified working with them to stop there offending by offering a range of supportive interventions.

· Responsible for void management and tenancy sign-ups, liaising with housing officers, police and probation

· Provide advice on homelessness and temporary accommodation

· Operate a case management system

· Reception, answered telephone queries and arranged visits