DWP Executive Officer - Dispute Resolution Services - Disputes Case Manager (Decision Maker)
If a DWP customer disagrees with a decision about benefits, tax credits or child maintenance they can ask for the decision to be looked at again - this is called ‘mandatory reconsideration’. Disputes Resolution Service (DRS) provides the service that allows our customers to challenge a benefit decision (mandatory reconsideration) or submit an appeal against a benefit decision.
In DRS we work with our customers to understand their individual circumstances, collate and interpret evidence and make decisions that have real life impact. Some of our customers are extremely vulnerable, where a decision on a benefit entitlement can enable a person and their family to participate fully in society.
Responsibilities
A DRS case manager or ‘decision maker’ uses digital and telephone systems to engage with customers that want to challenge their benefit decision.
The main activities associated with this role are:
Examining the facts on receipt of evidence and considering the relevant legislation to make a decision on matters related to the case. Providing verbal and written explanations of decisionsConducting Mandatory Reconsiderations (this involves reviewing decisions made in relation to a customer’s benefit)
Preparing appeals for the Tribunal Service
Providing accurate statistics and collecting information to support planning
Making complex benefit decisions
Obtaining further information, including by speaking to the customer, to ensure that you fully understand the customer’s circumstances and are able to make the appropriate decision
Working independently and at pace to manage your own workload