Client and Community Assessment Officer in Bradford

Key accountabilities

Key elements & tasks

Assessment

Identify key information about the problem including time limits, key dates and requirements for urgent advice or action (using the Citizens Advice Public website, scripts, and any other diagnostic tools as necessary).

Promote the use of self-help information and digital services (such as webchat, telephone, video platforms)

Interview clients using sensitive listening and questioning skills to enable clients to explain their own problem(s)

Identify, summarise, and explore the issue with clients to be able to provide them with options, bearing in mind they are time limited assessments.

Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the organisation’s resources.

Refer clients appropriately (both internally and externally) to suit clients’ needs following agreed protocols, including making arrangements and informing clients of what to expect.

Understand the difference between signposting, referral and transferring via our telephony system.

Provide relevant information/ signposting/ next steps

Develop and maintain broad oversight and practical knowledge base of services provided by the organisation, making appropriate referrals for specialist advice internally

Proactively contribute to promotional campaigns

Have a good understanding of diverse communities across the district

Record information given during assessment interviews onto Citizens Advice case management system

Work to achieve targets set by the organisation /contracts

Administration

Accurately record on relevant case management systems/ agreed pro-forma in line with quality and organisational policies, procedures and practices

Effectively use systems in place to manage emails, calendars, chat platforms and any other required systems and services

Maintain confidentiality at all times, in line with statutory requirements and organisational policies

Teamwork

Be an active member of the wider team, acting and support colleagues in a collaborative way, while working with minimal supervision

Work flexibly, ensuring the evolving needs of the role and service are met

Service Development

Assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channel.

Work with colleagues to maintain a positive working and learning environment, in which equality and diversity are well managed, dignity at work is upheld and volunteers achieve their full potential

Identify research and campaigns issues

Be aware of the organisation’s procedures for dealing with actual and potential discrimination issues.

Carry out other tasks within the scope of the post to ensure the effective delivery and development of the role

Training

To ensure through reading, training and consultancy, that your own level of knowledge is up-to-date

Prepare for and attend supervision sessions / team / staff meetings / external meetings as appropriate.

To identify your own training needs in conjunction with the designated line manager and be prepared to undertake appropriate training in line with a learning and development plan and the needs of the organisation

Other duties and responsibilities

Work flexibly to undertake such other reasonable duties and responsibilities

Present a professional appearance and act at all times to uphold the good reputation of Citizens Advice

To comply with all published organisational policies and procedures, including supervision, appraisal and reviews

Please note that this job description does not constitute a ‘term and condition of employment’. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.

The Citizens Advice Service is a fast-moving organisation and therefore an employee’s duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.

Experience (through paid or voluntary work)

Understanding of the issues affecting society and their implications for clients and service provision

Experience of working within an advice and information organisation within the third/ charity sector (desirable)

Proven experience of using Microsoft Office, and/ or web-based databases/ platforms

Ability to use telephony systems, taking inbound calls, and making outbound calls where applicable.

Experience of working in a busy people-focussed environment

Experience of communicating effectively, both orally and in writing, with a wide range of people

Knowledge

A comprehensive understanding of office and administration procedures

A thorough understanding of professional boundaries and the issues surrounding confidentiality, data protection and information assurance

Qualifications and Training

GCSE (or equivalent) to an appropriate standard

Ability to demonstrate an understanding of data of protection legislation

and confidentiality

Skills and Abilities

Self-motivated with solid organisational skills, including multitasking and time management

Awareness of the need for time limited assessments and take responsibility for managing and directing the assessment process.

Strong attention to detail and a high level of accuracy

Ability to give and receive feedback objectively and sensitively and willingness to challenge constructively.

Ability to work on own initiative, proactively manage a varied workload, ensuring deadlines are met

A commitment to continuing professional development, including a willingness to learn and develop knowledge and skills in main enquiry areas.

Effective written and verbal communication skills, including the ability to deal appropriately with a range of people via face-to-face, telephone and digital communication methods

Active listening skills and ability to show an understanding of how to deal with enquires from vulnerable people with sensitive issues

Excellent verbal, written & numerical skills

Additional Factors

Willingness to support Citizens Advice research and campaigns work including a willingness to identify injustice and unfairness facing clients in society

Ability and willingness to work as part of a team and a commitment to collective team responsibility

A commitment to continuing professional development, including a willingness to learn and develop knowledge and skills in main enquiry areas.

Understanding of, and commitment to, the aims and principles of the Citizens Service in which equality and diversity is embedded throughout

Ability to use cloud based systems and IT packages, including, word processing, spreadsheets and email (maintain one or more electronic diary/diaries), and the ability to use or learn to use other packages as necessary including telephony systems