Job Overview
The Ask Us Wirral Adviser will play a key role in delivering the Ask Us Wirral Information and Advice Service, with a particular focus on improving access to advice and support for ethnic minority communities across Wirral. The postholder will provide high-quality, impartial and client-focused information, advice and guidance to individuals and families, helping them understand their rights, access appropriate services and make informed decisions about their circumstances.
The Adviser will provide accessible, impartial and high-quality information, advice and guidance across a range of areas, including welfare benefits, housing, debt, employment, health, immigration and general advice. The role will involve assessing clients’ needs, providing appropriate advice and practical support, and making referrals to specialist services where required.
A key focus of the role is to improve access to advice for ethnic minority communities across Wirral, particularly people who may experience language, cultural, financial or other barriers to accessing mainstream services. The Adviser will deliver support through face-to-face, telephone, online and community outreach channels and will build effective relationships with community groups and local partner organisations.
The postholder will maintain accurate client records, monitor outcomes and contribute to service targets and reporting.
They will work closely with Wirral Change, Citizens Advice Wirral and other Ask Us Wirral partners to ensure effective support and referral pathways.
The successful candidate will be approachable, culturally sensitive and non-judgemental, with strong communication and problem-solving skills and a commitment to equality, diversity and improving access to services for ethnic minority communities.
MAIN DUTIES
· Provide accurate, impartial and client-focused information, advice and guidance to residents from ethnic minority communities across Wirral through face-to-face, telephone, email, online and community outreach channels.
· Provide accessible advice and support to people who may experience language, cultural, financial, social or other barriers to accessing mainstream advice services.
· Assess clients’ circumstances, identify key issues and provide appropriate information, advice, guidance, signposting and referrals.
· Provide advice across relevant areas including welfare benefits, housing, debt, employment, health and community care, immigration and general advice, within the scope of the service and the postholder’s level of competence.
· Support clients to understand their rights, responsibilities, available options and appropriate next steps, ensuring information is communicated in a clear and culturally sensitive manner.
· Assist clients with forms, applications, correspondence and other practical matters where appropriate.
· Ability to accurately record, manage and use client data, including personal information, case notes and outcomes, using systems such as CharityLog, and provide required reports, data and case studies to Citizens Advice Wirral.
· Identify clients requiring specialist or additional support and make appropriate referrals to relevant statutory, voluntary, community and specialist services.
· Deliver outreach advice sessions across Wirral, particularly in communities and locations where ethnic minority residents may experience barriers to accessing advice and support.
· Develop positive relationships with ethnic minority communities, community groups, faith and cultural organisations and other local networks to increase awareness and accessibility of the Ask Us Wirral service.
· Work sensitively with people from different cultural, linguistic, religious and social backgrounds, using interpreters, translated information and other appropriate communication methods where required.
· Maintain accurate, timely and confidential records of client contacts, advice, referrals and outcomes in accordance with project requirements, GDPR and organisational policies. · Identify safeguarding, vulnerability or urgent welfare concerns and follow appropriate safeguarding, risk management and escalation procedures.
· Work collaboratively with Citizens Advice Wirral, Ask Us Wirral partners and other local organisations to provide coordinated support and effective referral pathways.
· Promote the Ask Us Wirral service through community engagement, outreach activities, events and appropriate communication channels.
· Identify recurring issues, barriers and unmet needs affecting ethnic minority communities and share relevant information to support service development and wider partnership work.
· Contribute to project targets, monitoring, evaluation and reporting requirements and support the delivery of positive outcomes for clients.
· Keep up to date with relevant legislation, guidance, benefits, local services and issues affecting ethnic minority communities and undertake relevant training and professional development.
· Participate in team meetings, supervision, partnership meetings, community events and other activities required to support effective service delivery.
· Comply with Wirral Change policies and procedures, including equality and diversity, safeguarding, confidentiality, GDPR, health and safety and professional standards.
· Undertake any other reasonable duties consistent with the responsibilities and level of the post.
ESSENTIAL QUALITIES
· Experience of providing advice, information, guidance or support to members of the public.
· Excellent communication, listening and questioning skills.
· Ability to build trust and communicate effectively with people from diverse cultural and social backgrounds.
· Understanding of the barriers faced by ethnic minority communities when accessing services.
· Strong problem-solving, organisational and case management skills.
· Good IT skills and ability to maintain accurate and confidential records.
· Commitment to equality, diversity, inclusion and safeguarding.
· Ability to work independently and effectively as part of a team and wider partnership.
DESIRABLE QUALITIES
- Experience working with ethnic minority, migrant or other diverse communities.
- Experience working in an advice, community, voluntary sector or similar role.
- Knowledge of welfare benefits, housing, debt, employment, health, immigration or other relevant advice areas.
- Experience of community outreach and engagement.
- Knowledge of Wirral services and local referral networks.
- Experience working with interpreters or supporting people with limited English.
- Ability to speak an additional community language.
-Relevant advice, guidance, advocacy or community development qualification.
The closing date for applications is 21st August.
For any enquiry please contact [email protected].
Pay: £26,500.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
