The Project
Every day, families across Devon face sudden financial shocks that turn their world upside down. As part of the Citizens Advice Devon Crisis and Resilience Project (CRF), you will be a key member of a team providing the lifeline they need. This role needs active problem solvers - you will step into the gap, provide immediate crisis relief, and stay by your clients' sides for months to build true, lasting financial resilience.
You will be based in your local Citizens Advice office as a key member of staff whilst also being part of the wider Citizens Advice CRF team across Devon.
This caseworker role is for recruitment in the Exeter office based at our offices in Dix’s Field, EX1 1QA.
The Role
We want people who are passionate about reducing poverty and building stronger communities, having a role with purpose and being part of a dedicated team.
Being the anchor: This role will provide support to vulnerable and distressed clients and you will need to approach all tasks with empathy and patience, empowering individuals with the knowledge needed to make informed decisions as they navigate their way through their toughest moments.
Cracking the Code: You will master the benefits system and become skilled in filling in disability benefit forms such as Personal Independence Payment, the Capability for Work Questionnaire, Attendance Allowance, unlocking vital funding for families and negotiating with third parties on behalf of your clients.
Building Networks: You will connect clients with local partner services and track their progress over time to ensure they thrive. As a caseworker, you will carry a caseload and assist clients over a period of months to help build long-term resilience to financial shocks.
Being our community face: You will deliver vital face-to-face support at local Citizens Advice offices and community venues. You will also be part of the county-wide CRF caseworker team, taking remote referrals from other Citizens Advice areas around Devon.
Investing in your knowledge and skills: Ideally, you will already have experience in generalist advice but this is not essential as full training will be given and we are committed to the training and development of all our staff. We provide accredited, nationally recognised training that is a fantastic career development opportunity for those looking for a new challenge.
Being part of a dedicated team, both locally and county-wide: Working with the CRF team, you will build a knowledge of services available to clients to support them, make appropriate referrals and follow up with clients on their progress.
You will be based within and employed by Citizens Advice Exeter, as part of the wider Citizens Advice Devon CRF project. The role requires face to face client support within existing Exeter and partner outreach services across Exeter.
The start date for this role is as soon as possible. The employer for this post is Citizens Advice Exeter.
Training: Training and induction will be provided. Some training will be delivered face to face and some will be online modules.
Person specification
Essential criteria
- Client Experience: Proven experience in customer services or similar face-to-face role
- Resilience & Empathy: A genuine passion for helping people in hardship with the emotional boundaries to support clients in high-stress situations
- Inclusive approach: Ability to work in a sensitive, non-judgemental way with people from a wide range of backgrounds
- Information gathering: Ability to sift through large amounts of information and extract key facts during client interviews and follow up work
- Organisation: The ability to prioritise tasks and work to deadlines using own initiative
- Communication & Negotiation: Strong written and verbal skills to negotiate effectively with third parties and official organisations
- Practical Numeracy: Comfortable using numbers to complete accurate benefits checks and financial calculations
- IT Literacy: Proven IT skills including competency with databases, cloud systems and basic IT to maintain effective and compliant case records
- Autonomy & Teamwork: Ability to work collaboratively within a team while managing your own workload without close supervision
- Compliance & Process: Willingness to strictly follow agreed procedural, confidentiality, and data protection guidelines, and to maintain professional boundaries
- Growth Mindset: High level of commitment to your own professional development and completing mandatory training.
- Values: Understanding of and commitment to the aims and principles of the Citizens Advice service.
- Travel: Ability to meet the travel requirements to various locations as required
Desirable
- Accreditation: Trained in giving accredited advice
- Subject knowledge: Up to date knowledge of welfare benefits, debt resolution or housing law
- Casework experience & client support: Background in providing ongoing casework or support to vulnerable clients or people in crisis.
- Advice sector knowledge: Prior experience working or volunteering within the Citizens Advice network or a directly comparable charitable advice sector
- Local knowledge: Understanding the specific social and economic challenges faced by communities in Devon.
We value diversity, promote equality and challenge discrimination. We welcome applications from all suitably skilled candidates, and particularly from disabled people, people from Black, Asian and other racially minoritised backgrounds, and LGBTQ+ candidates.
A job description does not constitute a ‘term and condition of employment’. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.
To apply for this role please visit our site and download the Job Pack and the Application Form.
https://www.citizensadviceexeter.org.uk/vacancies/crisis-and-resilience-case-worker/
Job Types: Full-time, Part-time, Permanent
Pay: £26,643.00-£29,914.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Work from home
Work Location: In person
