ASC Care Contribution Debt Recovery Specialist

Job description

Job responsibilities

This role within Financial Operations focuses on the management of more complex indebtedness to the council, due from individuals in relation to their care contribution. The job holder is expected to engage with those in debt or appropriate representatives, using all appropriate means to establish facts and circumstances affecting the individual, and record this information using bespoke software system, ControOCC. This post is responsible for supporting and providing guidance on a day to day basis to all members of the Care Contributions team, utilising ContrOCC software to send 4 weekly statements to people in receipt of Adult Social care for the contributions and other income that they are assessed to pay following their means tested financial assessment toward their care costs and collect all income due for Adult Social Care services through the Debt Recovery process. Specific duties and responsibilities include:

The post holder will deputise where required and support the team leader in the delivery of an efficient and effective service that provides good standards of customer service.

Through training, coaching and co-working they will provide support to the ASC Account Management and Debt Recovery officers with more complex cases and demonstrate a continuous learning approach to build the teams knowledge, skills and ensure ongoing professional development.

Protecting the councils financial interests, maintain expected rates of collection and minimise losses through prompt identification of monies owed to the council through the swift implementation of appropriate recovery processes.

Manage a case load of more complex debt cases. Combine experience and understanding of the legislation with knowledge of the debtor to determine the most appropriate recovery action, using communication and negotiation skills to explain, agree, enforce or cease payment plans having established the ability of the debtor to pay, taking into consideration the size and history of the debt and the reputation of the debtor.

Where necessary act on behalf of the debtor to liaise with agencies, to support them with debt management and offer signposting to other welfare agencies and independent financial advice.

Ensure that rigorous system checks and balances are carried out regularly to identify those with multiple or cross departmental debts, through joint working establish the priority debt and work together to protect the interest of the council and the debtor.

Maintain a full and up-to-date knowledge of legislation specifically legislative change and the introduction of new government policies.

Where required prepare and submit cases for write-off.

Undertake the Direct Debit instruction and Direct Debit payment request run on a 4-weeklycycle through secure Paygate system and statement download, ensuring that all pre checks have been completed and that statements are issued on time.

Undertake the daily payment import to ensure that payments are accurately reflected on ContrOCC ensuring that any issues are addressed promptly.

Using the proactive reporting, have oversight and undertake key team functions on a required regular basis, for example reviewing the credit balances suitable for refund, reviewing repayment plans, allocation of cases to ASC Account Management and Debt Recovery Officer.

Participate in the rota for LAS Trays, Emails and Phone cover as required and induct and support new team members to develop their skills to undertake these tasks to a high standard.

Alongside the team leader have oversight of the current debt position, identifying trends and themes for continual service improvement through monitoring the data and proactive reporting use. Provide ad-hoc performance reports and statistics as requested, making recommendations for service improvement.

Assist in the ongoing development and management of robust debt management procedures to ensure that people receiving services, or their representatives, are communicated with in a sensitive and compassionate manner whilst also determinedly pursuing any outstanding debt due to the council.

Using knowledge of both software and processes, support users to utilise and exploit the systems available, test system upgrades in accordance with council procedures and policies, identify system issues, or bugs, and liaise with the System Development team.

Undertaking project work to support systems development as required.

Ensuring that working practices and processes are reviewed, to identify opportunities for automation and to maximise the use of developing technologies to ensure efficient and effective delivery of services to residents.

Presenting timely and relevant advice and information to various stakeholders and to ensure senior managers are briefed on major and sensitive issues.

Ensuring the Care Contributions team works collaboratively with teams and individuals, including, but not limited to Social Work teams, Legal Department, other teams within Finance, and Financial Assessments and Benefits, within Wiltshire Council to provide a prompt, responsive and accurate billing process for care.

Take a lead role in the team for Safeguarding and reporting concerns in a factual and timely way, attending any safeguarding meetings as required.

Person Specification

Qualifications

Essential

• Degree in relevant area, eg. Business Studies or equivalent level related qualification or extensive experience/skills in Debt recovery.
• Good knowledge of the Care Act 2014 in particular Annex D.
• Good working knowledge of the Mental Capacity Act 2005.
• Detailed understanding of debt recovery processes and the ability and experience of presenting evidence in court.
• Excellent communication and negotiation skills and able to withstand the rigors of challenge, scrutiny, inspection and verification.
• Good ICT skills, including good working knowledge of Microsoft Office Applications (Word, PowerPoint, Outlook, Teams etc.),
• Able to gather data from a variety of sources and be able to make links with wider causes and effects to identify patterns and trend.
• Significant experience of accounting software systems and their application in financial management and reporting, preferable experience of ContrOCC / Liquid Logic System.
• Good working knowledge of case management systems, operational processes, financial regulations and finance systems.
• Proven interpersonal skills with the ability to establish and develop effective working relationships and productive partnerships with all relevant partners.
• Experience of working in a finance environment with legislative and process complexities.
• Must be able to design and deliver specialist training to staff and colleagues, using both coaching and training techniques to ensure the team are up to date with legislative change and system developments.
• Excellent communication skills verbally and in writing to a wide range of individuals including those with communication difficulties and the ability to demonstrate conflict resolution techniques when dealing with members of the public.
• Excellent interpersonal and presentation skills, proven ability to understand and explain sometimes complex technical / legal / professional issues to a range of audiences

Desirable

• AAT or a willingness to work towards it.
• Previous experience in Adult Social Care.
• Previous experience of using Paygate, System C ContrOCC and Liquid Logic Adults System, Civvica, Oracle.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Wiltshire Council

Address

County Hall

Bythesea Rd

Trowbridge

Wiltshire

BA14 8JN

Employer's website

http://www.wiltshire.gov.uk/ (Opens in a new tab)