Job Summary
Your role will be key part of the Advice First Aid Project. You will be involved in developing the training programme with other team members and with the delivery and support of some sessions.
Your role will also support vulnerable residents with issues such as benefits, debts, housing and employment, taking referrals from Frontline workers across the districts. You will enjoy building relationships with local frontline teams so you can work together to support people.
Workingfrom our offices, as well as community settings such as foodbanks, libraries and hubs, you will provide holistic advice and casework support to local residents.
This role is part of an exciting project, jointly delivered by Stroud and Cotswold Districts Citizens Advice so part of the role includes collecting information to report to the funder.
Responsibilities
Service Delivery – advice
➢Provide holistic advice to local residents on the telephone, by email and face to face.
➢Research and explore options and implications so that clients can make informed decisions.
➢Issue food vouchers to clients in accordance with Trussell Trust criteria and processes and apply for appropriate grants for a client.
➢Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
➢Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
➢Provide low level casework to help move clients forward with their problem and make effective referrals and sign posting.
➢Complete benefit calculations and Debt Assessment Tools to identify options for clients to make informed choices.
➢Complete confirmation of advice letters/emails and provide follow ups, ensuring deadlines are met and clients are aware of timelines when self-servicing.
➢Maintain accurate case records and data recording.
➢Where appropriate, deliver advice at outreach and pop-up locations and ensure fully resourced to deliver successfully.
➢Use information and advice resources, including remote supervisors to ensure advice is accurate.
➢Ensure all relevant policies and procedures are followed in work.
➢Ensure continuous improvement in your own work and service development, gaining user and stakeholder feedback and meeting advice quality standards in line with Citizens Advice quality framework and Advice Quality Standard.
Research and Campaigns
➢ Assist with research and campaigns work by providing information as appropriate.
➢ Alert clients to research and campaign options.
➢ Professional Development
➢ Keep up to date with legislation, policies and procedures and undertake
appropriate training.
Administration
➢ Attend relevant internal and external meetings as agreed with Citizens Advice line manager.
➢ Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production.
➢ Ensure all work conforms to the organisation’s systems and procedures.
Partnership working
➢Attend Advice First Aid Sessions to support and trainer and network with the frontline teams
➢Liaise with trained Advice First Aiders to receive referrals
➢Where appropriate, represent Citizens Advice at networking meetings
➢Liaise with partner organisations.
Other
➢Carry out any other tasks which may be within the scope of the post to ensure the effective delivery and development of the service
➢Abide by safeguarding, health and safety policies
Requirements
1.Relevant and ongoing recent experience of initial assessment and advice work.
2.Certificate in Generalist Advice work, or equivalent qualification or equivalent level of experience and skill.
3.Sufficient knowledge of benefits, debt, housing, employment, consumer and immigration advice issues, to be able to make appropriate signposting and/or referral decisions.
4.Excellent IT, numeracy, written and verbal communication skills able to undertake benefit and debt calculations and explain complex information to a range of audiences and formats.
5.Strong personal resilience, able to self-motivate and solve problems to achieve positive outcomes
6.Excellent personal organisational skills, able to work under pressure and manage competing demands whilst meeting deadlines, following processes and maintaining quality and targets.
7.Excellent attention to detail, able to follow processes.
8.Able to develop good working relationships with a variety of people, both internally and with those from external agencies.
9.An understanding of the needs facing residents and able to use different approaches to move clients forward and resolve their problems - ability to research, understand and explain complex information
10.Ability to write accurate case records and draft letters, reports, and statements
11.Demonstrable commitment and understanding of equity, diversity and inclusion.
12.Ability to establish positive working relationships with partner organisations
13.Ability to travel to centre and outreach locations across the county.
Desirable
14.Experience of delivering welfare benefits, housing, debt or generalist advice and casework.
15.Recent experience of benefits advice giving in Citizens Advice or similar advice setting.
16.Ability to advise in debt and other social welfare issues.
17.A thorough understanding of the issues involved in interviewing and working with clients, and in particular vulnerable people.
18.Proven ability to work well in a busy, pressured environment, work as part of a team but also able to work without direct support and supervision at times.
19.Experience of explaining complex information to clients and checking accuracy of calculations.
20.Able to drive and access to a car
Pay: £26,000.00-£28,699.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company pension
- Flexitime
- Free parking
- Sick pay
- Store discount
- Work from home
Work Location: Hybrid remote in Gloucester
