Our Outreach Adviser will provide advice and casework services to individuals across our local authority area. You’ll be joining a team of frontline delivery staff including Session Supervisors, Energy advice specialists, benefits caseworkers and our local MAPS Debt Unit. You’ll have the ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
A crucial part of this role is developing partnerships with other key community organisations throughout Wyre Forest, providing a key point of access into our service and ensuring individuals affected by cost-of-living and risk of homelessness pressures have access into our services.
We are looking for an adviser with good IT skills with the ability to support clients remotely, as well as a commitment to the aims and principles of the Citizens Advice Service.
Key Duties and Responsibilities
Advice and Casework
- Welfare benefits and income maximisation
- Debt and budgeting advice
- Housing and homelessness related issues
Support clients to claim all benefits and entitlements
Assist with applications, mandatory reconsiderations, and liaison with third parties where required
Assess income and expenditure (including use of recognised financial tools) to support debt and financial planning
Refer complex cases to specialist advisers (Debt, Welfare benefits) as appropriate
Partnership Working and Outreach
- Wyre Forest District Council
- VCSE partners and community organisations
Support coordinated pathways into advice services for clients identified as at risk
Coordination with Local Welfare and Resilience Services
Ensure clients are aware of and can access resilience services and wider local welfare provision
Case Management and Administration
Maintain accurate, confidential, and detailed case records in line with organisational and Citizens Advice requirements
Record outcomes (financial and non-financial) for monitoring and reporting
Ensure compliance with data protection, safeguarding, and quality standards
Service Development and Monitoring
Work collaboratively with internal teams (Debt, Benefits, Research & Campaigns)
Contribute to monitoring, evaluation, and reporting for funders and partners
Identify emerging issues affecting families and feed into Research & Campaigns work
Support continuous improvement of the service
External Networking
Build and maintain strong relationships with partner organisations
Represent the service at relevant meetings and forums
Promote awareness of the service across partner networks
Professional Development
Maintain up-to-date knowledge of welfare benefits, debt, and housing legislation
Participate in training, supervision, and appraisal processes
Uphold Citizens Advice values, including equality, diversity, and inclusion
Other Duties
Adhere to organisational policies including safeguarding, health & safety, and confidentiality
Undertake outreach and home visits where appropriate
Carry out other duties commensurate with the role
Person Specification
Essential Criteria
Knowledge and Experience
Experience of delivering generalist advice, including welfare benefits, debt, or housing
Understanding of the challenges facing clients experiencing financial hardship, including poverty, food insecurity and homelessness
Awareness of the role of statutory organisations and community organisations in supporting clients
Knowledge of welfare benefits systems and income maximisation approaches
Skills and Abilities
Strong interpersonal and communication skills, with the ability to engage effectively with families and partners
Ability to explain complex information clearly in plain English
Effective negotiation and advocacy skills
Strong organisational skills, with the ability to manage a caseload and prioritise work
Ability to work independently and as part of a team
Competent IT skills for case recording and reporting
Client-Centred Approach
Ability to work in a non-judgmental, empathetic, and empowering way
Commitment to improving outcomes for vulnerable clients
Understanding of safeguarding principles and boundaries
Partnership Working
- Local authority and community partners
Values and Commitment
Commitment to the aims and principles of Citizens Advice
Understanding of equality, diversity, and inclusion
Commitment to confidentiality and data protection
Desirable Criteria
Experience of working with homeless clients or in the homelessness sector
Housing advice Knowledge or casework experience
Experience of delivering financial capability or group sessions
Knowledge of:
- Local support agencies (statutory or voluntary)
- Local welfare assistance schemes
For further details or to request an application pack, please contact Sally-Anne Williams, Business Support Manager at [email protected].
