Summary of Role
To provide, an independent, free, impartial and confidential advice, information and advocacy service, to Association standards, to assist carers and their families, living in Falkirk, to deal with poverty related issues affecting their lives. To provide holistic financial inclusion and income maximisation advice in order to improve the financial circumstances of carers and their families.
While this is a fixed term position with funding until March 2027, we expect this funding to be extended into the next financial year.
Please complete the application form at https://falkirkcab.cas.org.uk/sites/falkirk/files/2026-06/Application%20Form.docx
and email it to [email protected]
You can view our Privacy Policy at https://falkirkcab.cas.org.uk/sites/falkirk/files/2026-06/Privacy%20Notice%20-%20Falkirk%20CAB%20-%20052026.pdf
Key Responsibilities
· Work with the Falkirk & Clackmannanshire Carers Centre to provide benefit, debt and housing advice to carers and their families.
· Provide a wraparound service for carers in order to increase their household income, reduce expenditure and improve quality of life for their families.
· Work with other agencies who support carers and promote awareness of the service to them and their networks.
· Appropriately record client data in compliance with GDPR and Bureau policy, to support advice and social policy work, fundraising, and service promotion.
· Adhere to Association standards and Bureau policy at all times.
Advice Work
· Undertake diagnostic interviews with clients by phone face to face, identifying whether individuals are eligible to apply for benefits or to access other income maximisation support.
· Help with resolution of straightforward enquiries and provide information and advice on all aspects of Social Security Benefits.
· Carry out benefit checks and assist with the completion of benefits forms.
· Follow up with clients to check the progress and results of claims to ensure that deadlines are met.
· Sensitively question the carer about possible debt issues, gather background information, explore any grants available and refer the carer to our bureau Money Advice Unit if more specialist assistance is required.
· Developing formal links with other support agencies that could provide other support for clients to further better their circumstances, and with organisations granting benefits to carers.
· Maintain close links with Falkirk Bureau specialists, including Money Advice Unit and refer cases on as appropriate.
· Seek regular feedback from individual service users and engage with carers focus group.
Training
· Assist the Advice Service Manager in meeting the training needs of volunteer advisers.
· Attend meetings and training identified by Senior Management Team.
· Monitor changes in Social Security Benefits Legislation at both UK and Scottish levels, and attend internal and external training courses as appropriate.
· Ensure all personal training/development is kept up to date to meet requirements of job - Complete CPD training.
Administration
· Ensure all cases are recorded fully and accurately, including client financial gains in CASTLE in accordance with bureau procedures and Quality Assurance/National Standards.
· Provide appropriate information for project reports.
· Ensure that Social Policy Feedback is provided to Citizens Advice Scotland as appropriate.
Quality Assurance
· Work with management team and other staff to assist in the development of Quality Assurance within the Bureau and comply with Quality Assurance /National Standards policies.
· Work within the aims and the values of the CAB service.
· Abide by health and safety guidelines and share responsibility for own safety and that of colleagues and clients.
Carry out any other reasonable task as requested by the Senior Management Team.
HELP FOR CARERS ACCESS OFFICER
PERSON SPECIFICATION
E – Essential D – Desirable
QUALIFICATIONS
· Demonstratable completion of Citizens Advice Bureau Adviser Training Programme D
EXPERIENCE
· Experience (paid or unpaid) in advice work or related fields E
· Telephone advice D
· Advice experience, social security benefits, welfare rights or debt counselling E
· Input to case management systems D
· Experience of working with people with multiple and complex needs E
· Experience of carrying and managing a complex caseload D
SKILLS AND ATTRIBUTES
· An ability to deal with clients and other professionals in a sensitive manner E
· Ability to work without supervision and prioritise workload E
· Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner E
· The ability to undertake research and use resource materials E
· Excellent organisational skills E
· A proven ability to work effectively with a wide variety of stakeholders D
VALUES AND ATTITUDES
· Commitment to team working E
· A commitment to the aims and principles of Citizens Advice Service E
· Commitment to equality of opportunity E
OTHER
A willingness to undertake training identified in collaboration with the Bureau Manager E
· A willingness to undertake training identified in collaboration with line manager E
· The post is subject to the receipt of a satisfactory Basic Disclosure Certificate E
· The post is subject to the disclosure of criminal history information E
Pay: £27,827.00 per year
Work Location: In person
