About the Role
· 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.
· Use the Citizens Advice Adviser Net website to find, interpret and communicate the relevant information.
· Research and explore options and implications so that clients can make informed decisions.
· 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.
· Assist in the completion of benefit applications
· Refer internally or to other specialist services as appropriate, including but not limited to welfare, debt, housing and link work support services
· Ensure that all work conforms to the organisations’ office manual and the Citizens Advice quality standard and any other funding requirements, as appropriate.
· Ensure that work reflects and supports the Citizens Advice Service’s equality and diversity strategy.
· Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
Social policy
· Assist with social policy work by providing information about clients' circumstances through the appropriate channel.
· Alert clients to social policy options.
Professional development
· Keep up to date with legislation, policies and procedures and undertake appropriate training.
· Read relevant publications.
· Attend relevant internal and external meetings as agreed with the line manager.
· Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.
Other duties and responsibilities
· Complete the required training to comply with quality assurance processes.
· Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
· Demonstrate commitment to the aims and policies of the Citizens Advice service.
Requirements
1. A good up to date understanding of equality and diversity and its application to the provision of advice.
2. Ability to monitor and maintain own standards.
3. Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
4. Understanding of the issues affecting society and their implications for clients and service provision.
5. A good knowledge of the social model of health and how link worker services can support wellbeing and reduce health inequalities.
6. Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
7. Ability and willingness to work as part of a team.
8. A clear understanding of the requirements of a target based workload
9. A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
10. Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
11. Ability to understand statistics and check accuracy of calculations.
How to Apply
Please fill out the application form provided, please use the person specification to fill out Section 2
About us
To provide social welfare support to patients referred by front-line health staff across the primary and secondary care systems. To maximise the incomes of the most vulnerable by offering a comprehensive package of information, advice and support in relation to welfare benefits, debt management advice, employment and housing.