Jacqui MacLeod
Coatbridge,Lanarkshire
Summary
Experienced welfare rights advocate with extensive expertise in navigating welfare systems and advocating for claimant support. Compassionate approach and effective networking capabilities, ensuring accurate benefits assessment and thorough understanding of disability rights, universal credit, and tax credit administration. Proficient in handling official correspondence, casework management, and maintaining confidentiality. Adept at managing case files and representing clients in tribunals. Committed to professional integrity and resilient in the face of challenges.
Currently do outreach surgeries in outlying villages and home visits to those who have barriers accessing our services.
Great advocate for Social Policy which we collate at Citizens Advice Scotland, helping shape legislation and change for our communities.
Take benefit cases to the Upper Tribunal if warranted. Managed to get case law established with reference to mobility in Personal Independence Payment during my time here in Coatbridge CAB.
Overview
25
25
years of professional experience
2
2
years of post-secondary education
Work history
Senior Welfare Rights Officer
Citizens Advice Bureau
Coatbridge, North Lanarkshire
04.2024 - Current
- Ensured privacy, confidentiality and DPA during all dealings with clients' personal information.
- Adhered to all the principles of the CAB organisation
- Coordinated effectively with social services agencies, assisting in multidisciplinary case management.
- Represented clients at tribunals to ensure fair representation and outcomes.
- Improved client understanding by explaining complicated welfare benefits legislation.
- Offered practical solutions for diverse problems related to welfare rights issues.
- Liaised effectively with other professionals for holistic client support.
- Maintained organised case files, ensuring efficient retrieval of information when needed. Specifically using the Database created for CAB, Excel for client outcomes and Word for letters and submissions on behalf of clients.
- Assessed client's eligibility for various benefits to secure financial stability.
- Visited vulnerable clients at home, offering tailored advice and support.
- Attended regular training sessions to maintain current knowledge of welfare rights policies.
- Conducted thorough research to stay updated on changes in welfare rights law.
- Attended regular training and supervision workshops for improved service user support.
- Prepared reports for legal action and provided evidence in court.
- Collaborated with officials to prepare required legal documentation for court proceedings.
Session Supervisor
Citizens Advice Bureau
Drumchapel, Glasgow City
04.2002 - 04.2004
- Managed daily operations to increase productivity.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Conducted performance appraisals with employees for career development discussions.
- Provided constructive feedback to staff for improved performance levels.
- Implemented company policies effectively, maintained high standards of service delivery.
- Trained new advisers and set up mentoring relationships to drive team performance via competencies and shadowing for interviews with clients.
Benefit and Debt Adviser
Citizens Advice Bureau
Denny, Falkirk
04.2000 - 03.2002
Providing benefit and debt advice to the local community. Liaising with other bodies to access the best debt solutions.
Representation for clients at appeal hearings.
Doing outreach surgeries, to the local villages, delivering general and specialist advice.
Education
SVQ Level 3 - Advice
Scottish Qualifications Authority
06.1998 - 12.1998
SVQ D32/33 - Advice
Scottish Qualifications Authority
03.1999 - 08.1999
HNC - Librarianship and Information Science
Bell College
Hamilton, South Lanarkshire 08.1997 - 06.1998
Skills
- Welfare system navigation
- Effective networking capabilities
- Handling official correspondence
- Claimant support
- Welfare policy understanding
- Universal credit understanding
- Casework management
- Benefit calculation
- Data entry proficiency
- Outreach coordination
- Social security regulations expertise
- Effective networking
- Appeals process knowledge
- Tribunal representation
- Confidentiality maintenance
- GDPR compliance
- Computer literate
- Confidentiality understanding
- Communication skills
- Team Leadership
- Resourcefulness
Other areas of interest
I volunteered for Citizens Advice Bureau in 1998 - 2000 whereupon I gained my SVQ level 3 in Advice Giving. I also achieved my Assessors qualification (D32/33) which meant I could assist other candidates through their SVQ.
Around 2013 I became a member of the Children's Panel. I only managed to volunteer for this for about 4 years due to family issues and work pressure. It was a very demanding role that i took very seriously.
I have spent the last 20 years being the volunteer representative on the Board of Coatbridge CAB.
I was also part of the volunteer Board, which set up another Community Group, for a few years (Cliftonville & Coatdyke Community Group).
I've enjoyed my various roles and the people I met along the way.
Timeline
Senior Welfare Rights Officer
Citizens Advice Bureau
04.2024 - Current
Session Supervisor
Citizens Advice Bureau
04.2002 - 04.2004
Benefit and Debt Adviser
Citizens Advice Bureau
04.2000 - 03.2002
SVQ D32/33 - Advice
Scottish Qualifications Authority
03.1999 - 08.1999
SVQ Level 3 - Advice
Scottish Qualifications Authority
06.1998 - 12.1998
HNC - Librarianship and Information Science
Bell College
08.1997 - 06.1998