Interview with Welfare Benefits Advisor, Susan Palin
Susan talks about the daily challenges she faces and the most inspiring parts of her role.
“As a Welfare Benefits Advisor, my day-to-day role involves supporting people who are having issues with paying their rent, making sure they are claiming all of the benefits they are entitled to and referring them for further support. We also help with benefit applications, advise on how to apply for Universal Credit and provide other appropriate advice too.
“The role is really varied, sometimes we get random referrals, but we will speak to the customer and always offer a benefit check. If we can’t help them, we will always signpost them to the right team or service to receive further support.
“I’ve been in the role for 8 years and it can be very frustrating because of the amount of changes that take place within the benefits’ system - going from Job Seekers’ Allowance and Tax Credits onto Universal Credit, changes from Disability Living Allowance to Personal Independence Payments. It can be difficult because we want to get positive outcomes for our customers as quickly as possible. Appeals can sometimes take up to 18 months to get a decision, which to be honest can be quite demoralising for everyone.
"The biggest challenge will always be trying to get the best outcome for everyone - we want the best result for our customers.
“Universal Credit is a massive challenge. We work with people who have learning difficulties and others who are struggling with their mental health. The onus is on them to apply and it can be a complex process for some people.
“Our priority is making contact with customers and giving the best advice at the time. At the first point of contact, we want to gather as much information about them as soon as possible so that we can offer the right support.
“Sometimes customers call us in a distressed state – they may have no food or money. If we can get food parcels out to them, we will. Even if someone has been denied access to a benefit, we always do what we can to help and look at the positive side of it, because there always is one.
“It can be difficult to switch off sometimes. Some stories can really pull on your heart strings and stay with you. There was one case which was quite sad and emotional to be honest, it involved a lady who had issues with drugs and alcohol.
“I got her moved into a flat, but she was still engaging with alcohol and drug services so after nearly three years of support I had to close the case unfortunately. I then took on the role as a Benefits Advisor and we had a referral come through for her, so I picked it up purely because I knew her and her history. She was so vulnerable, she’d been financially abused and she was drinking but had stopped taking drugs. I managed to get her benefits all put back in place and she payments backdated as well. Later that year they found her in her flat alone and unfortunately, she’d passed away. She still sticks with me to be honest.
“The most inspiring part of the job will always be getting a favourable outcome, especially if it has been a difficult road to get there and you’ve done all that you can to help. Getting a positive outcome is everything coming together and when referrals become capable of managing their benefits now, they’re budgeting and are debt free, that’s a huge success for the whole team for sure, because it means we’ve collectively changed someone’s life.”
If you would like to find out more about the support and advice we offer at Wrekin, please click here.
13th July 2021