Key accountabilities andresponsibilities
Key elements & tasks
Supporting Clients
Interview clients usingsensitive listening and questioning skills in order to allow clients toexplain their problem(s) and empower them to set their own priorities
Offer comprehensivebenefits checks, exploring the range of available state entitlements
Identification of emergencyadvice issues, and advice on how to move forward with those issues
Identification and assessmentof eligibility for grants and other one-off support, signposting/ referringas appropriate
Determination of whether afood/ fuel bank referral is required
Research and explore optionsand implications so that clients can make informed decisions
Act for the client wherenecessary using appropriate communication skills and channels
Ensure that all work meetsquality standards and the requirements of the funder
Maintain detailed case recordsfor the purpose of continuity of casework, information retrieval, statisticalmonitoring and report preparation
Support our research andcampaigns work through various channels including case studies, datacollection and client consent
Working as part of a team
Takepart in peer-to-peer file reviews and quality of advice assessments
Bean active member of the wider team, acting and supporting colleagues in acollaborative way
Support and actively contribute to service delivery rotas
Promote best practice across the team
Performance, Personal Management
and Administration
Take ownership formonitoring own workload e.g. proactively reviewing when new cases are takenon, progress on current cases, outcome of completed cases and qualitycontrol, with minimal supervision
Be responsible forperformance management at an individual level through: self-management;delivery of goals and tasks set; targets and outcomes; and reporting progress
Undertake file reviewsand quality of advice assessments, in line with organisation/ contractualrequirements and expectations as required (adviser level only)
Comply with operationalmanagement systems of supervision, objectives, appraisal and induction
Complywith data collection procedures and reporting to ensure effective recordingof
performance monitoring,outcomes and client information
Service Development
To assist with thedevelopment of the service locally, regionally and nationally, publicisingwork as and when necessary
Work with colleagues tomaintain a positive working and learning environment, in which equality anddiversity are well managed, dignity at work is upheld and volunteers achievetheir full potential
Carry out other tasks withinthe scope of the post to ensure the effective delivery and development of therole.
Training
To ensure throughreading, training and consultancy, that your own level of knowledge aroundWelfare Benefit advice law is up-to-date and that this is disseminated asappropriate
To identify your owntraining needs in conjunction with the designated lead/ supervisor and beprepared to undertake appropriate training in line with your training andprogression plan
Deliver training(internally and/ or externally), either through formal training sessions, or‘on the job’ coaching to colleagues (adviser level only).
Other duties andresponsibilities
Liaise, as appropriate,with relevant outside agencies (voluntary and statutory), other LocalCitizens Advice offices and other stakeholders
Be an active member ofthe wider team, acting and support colleagues in a collaborative way
To present aprofessional appearance, help maintain an orderly working environment, andact at all times to uphold the good reputation of Citizens Advice
To comply with allpublished organisational policies and procedures
Work flexibly toundertake such other reasonable duties and responsibilities
Please note that this jobdescription does not constitute a ‘term and condition of employment’. It isprovided only as a guide to assist an individual in the performance of thejob and is not included to be an inflexible list of tasks.
The Citizens Advice Service isa fast-moving organisation and therefore an employee’s duties may be variedfrom time to time. The post holder accepts that they may be required to workflexibly and undertake any other work or duties as may reasonably be required,within the scope of and commensurate to the nature of the post.
PersonSpecification
(all criteria are essential, unless otherwise indicated)
Experience (through paid or voluntary work)
Minimum 2 years’ experience of delivering Welfare Benefitadvice in a social welfare context
Experience of tribunal advice and representation(desirable)
Experience of working under legal aid contract for welfarebenefits (desirable)
Experience of working within an advice and information organisationwithin the third/ charity sector (desirable)
Experience of engaging with clients across a range of channels,including webchat and telephone – sensitive and empower clients
Experience of flexible working, according to business need, whilebalancing multiple priorities and managing a high workload
Experience of flexible working according to business demand
Experience of communicating effectively, both orally and in writing,with a wide range of people
Experience of accurately drafting letters, reports and complexapplications and presenting work in a clear layout
Experience of working towards targets
Knowledgeand Understanding
Technical welfare benefit knowledge
Comprehensive knowledge of local and national advice servicestrategies and a thorough understanding of poverty, advice issues and theproblems people face; and the ability to translate this understanding intosolutions for people
Demonstrable understanding and awareness of the relationship betweenWelfare benefits and other areas of Social Welfare Law
Demonstrable understanding of the emphasis on quality of advice andrelated advice checks
Demonstrable understanding of funder requirements
Literate and numerate to the level required by the tasks
A thorough understanding of professional boundaries and the issuessurrounding confidentiality, data protection and information assurance
Qualificationsand Training
A commitment to continuous professional development (CPD), including awillingness to develop knowledge and skills in required areas
Skillsand Abilities
Ability to interpret regulations and explain them to clients andcolleagues and to produce clear advice and empowerment
Ability to provide constructivefeedback to colleagues within a supervision setting or as and when required
Ability to work on own initiative, proactively manage a variedworkload, ensuring deadlines are met
Ability to contribute as a member of the team but also work on owninitiative and without close supervision
Effective written and verbal communication skills, including theability to deal appropriately with a range of people via face-to-face,telephone and digital communication methods
The ability and willingness to liaise with outside agencies, and buildeffective working relationships with local and regional partners
Willingness and ability tocommit to a rota within the required service delivery hours.
AdditionalFactors
Ability and willingness to work as part of a team and a commitment tocollective team responsibility
Understanding of, and commitment to, the aims and principles of theCitizens Advice service in which equality and diversity is embeddedthroughout
Proven ability to use cloud-based systems and IT packages, including,word processing, spreadsheets and email (maintain one or more electronicdiary/diaries), and the ability to use or learn to use other packages asnecessary
Commitment to continual professional development, including awillingness to develop knowledge and skills in advice topics
Awareness that Citizens Advice clients are at the heart of everythingwe do
£34,000 – £35,000 PA (pro-rata where part-time) plus 3.1% salary uplift pending
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