Hours: Up to 35 hours per week at Leemore Hub but may be required to work anywhere within the CAL service.
Salary: £22,000 – £27,000 p.a. pro rata depending on experience and training
To undertake training to enhance and develop existing advice experience and skills to become a Universal Credit Help to Claim adviser and additionally to become a money advice caseworker to play a key role in maintaining the organization’s ability to provide wide-ranging and professional money advice
Training (trainee rate)
- Undertake UC Help to Claim training to develop skills and knowledge to provide Help to claim advice and support
- Undertake money advice training programme to develop skills and knowledge to undertake money advice casework
Help to Claim Advice
- Deliver Help to claim service by different channels including face to face, telephone and digitally
- Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities
- Supporting clients to use IT to make their new Universal Credit claim
- Use Citizens Advice resources to find, interpret and communicate the relevant information to clients
- Complete benefits checks when appropriate
- Research and explore options and implications so that clients can make informed decisions.
- Act for the client where necessary using appropriate communication skills and channels.
- Ensure work on Help to claim follows Citizens Advice Help to Claim procedures and quality standards
- Maintain records in accordance with Citizens Advice quality framework
- Refer internally or to other specialist agencies as appropriate.
- Work in a variety of settings including community outreach, Jobcentres and local authority offices as required
- Provide casework and an opportunity to empower clients covering the full range of debt advice across all channels (face-to-face, telephone, digital)
- Maintain detailed records as required by current Citizens Advice and FCA procedures
- Manage a caseload
- Ensure that all work meets the requirements of the MAS and Citizens Advice quality framework
- Provide basic welfare benefits advice to clients to include assessing eligibility for benefits, better-off calculations and other income maximization advice
- Assist clients with other problems which are an integral part of their case, referring to other advisers and/or agencies as appropriate
- Be able to work flexibly to take into account the rapidly changing methods of delivering debt advice
- Take part in quality monitoring and peer review
- Proven track record of assessing advice need and providing generalist advice and giving welfare benefits advice, including better-off calculations, for at least 12 months on completion of advice training
- Good IT knowledge with an ability to support clients with their online claim application
- Effective oral communication skills with particular emphasis on negotiating and representing.
- Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
- Ordered approach to casework and an ability and willingness to follow and develop agreed procedures.
- Experience of interviewing in a sensitive but structured manner leading to empowerment of the client, and understanding of the issues involved in interviewing clients
- Numerate to the level required in the tasks.
- Flexible approach and willingness to work as part of a team of paid workers and volunteers, including providing ad hoc limited support to colleagues
- Ability to prioritise own work, meet deadlines and manage caseload.
- Ability to use a range of IT in the provision of advice across multiple channels and for effective case management
- Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- Ability to work on your own initiative and maintain effective administrative systems for your work
- Ability to monitor and maintain standards for advice provision and quality assurance
- An understanding of the issues affecting society in relation to benefits and money advice and their implications for clients and service provision
- Able to demonstrate a commitment to learning and professional development
- Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies
- Citizens Advice generalist advice certificate
- Experience of Casebook and Advice Pro case management systems
- Ability to work in outreach settings with an understanding of information assurance and safety in those settings
- Ability to develop and maintain positive working relationships with external stakeholders
Closing date: 9am, Monday 13th July 2020
Interview dates: TBC
Completed application form and diversity monitoring form (4 and 5, below) should be sent to: firstname.lastname@example.org