At a Glance
- Tasks: Support clients in person, triaging their issues and providing relevant advice.
- Company: Join Dacorum Citizens Advice, a friendly team dedicated to helping the community.
- Benefits: Fixed-term contract with opportunities for professional growth and development.
- Other info: Work in a supportive environment with a focus on inclusivity and diversity.
- Why this job: Make a real difference by helping people navigate their challenges face-to-face.
- Qualifications: Excellent interpersonal skills and ability to manage client expectations under pressure.
The predicted salary is between 30000 - 40000 £ per year.
About the role
Through Crisis Resilience Fund (Cost of Living) funding, Dacorum Citizens Advice are recruiting an experienced Citizens Advice Triage Assessor to join our friendly team. The role is to support clients who visit our office in person, ensuring everyone who needs to can access our service. The successful candidate will have excellent interpersonal skills to support clients in person who visit our office in Hemel Hempstead seeking advice and information on a broad range of issues.
You’ll have the ability to interview clients using sensitive listening and questioning skills to get to the root of their issues whilst maintaining structure and control of the conversation. You should also be able to adapt your approach for different client needs, including use of a telephone interpreter. The successful candidate will give advice and information from agreed sources and write succinct and professional case notes on our confidential client management system in accordance with quality requirements. An important attribute for this role is excellent time management and the ability to work under pressure and manage client expectations in order to meet demand.
Triage Process
The purpose of the role is to triage clients in a timely manner to:
- Establish their issues through sensitive questioning and listening
- Assess client capability to access appropriate support
- Give relevant information to deal with their problems.
The role covers a broad scope of advice: benefits, debt and money, consumer, housing, family, law and courts, immigration and health. You should be prepared to fully examine the issue the client presents and sometimes explore further to establish any additional or underlying issues not initially presented. The role includes signposting or referring to other organisations and/or providing information or booking a full advice appointment, according to the needs of the client. You will work with a skilled and highly motivated team and be continuously supported in your role.
Contract Details
Fixed term contract, until 31 March 2029.
We’re Disability Confident
Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.
In Person Triage Assessor (PT) in England employer: Citizens Advice BANES
Dacorum Citizens Advice is an excellent employer, offering a supportive and inclusive work environment in Hemel Hempstead. With a strong focus on employee growth and development, we provide continuous training and opportunities to enhance your skills while making a meaningful impact in the community. Our friendly team culture, combined with our commitment to being Disability Confident, ensures that all employees feel valued and empowered to succeed.
StudySmarter Expert Advice🤫
We think this is how you could land In Person Triage Assessor (PT) in England
✨Tip Number 1
Get to know the company! Research Dacorum Citizens Advice and understand their mission and values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your interpersonal skills! Since this role involves a lot of face-to-face interaction, consider role-playing with a friend or family member. This will help you feel more comfortable when it comes to sensitive questioning and listening.
✨Tip Number 3
Be ready to showcase your time management skills! Think of examples from your past experiences where you successfully managed multiple tasks under pressure. This will demonstrate your ability to handle the demands of the role.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our platform. It’s a great way to ensure your application gets the attention it deserves and shows your enthusiasm for the position.
We think you need these skills to ace In Person Triage Assessor (PT) in England
Some tips for your application 🫡
Show Your Interpersonal Skills:In your application, make sure to highlight your excellent interpersonal skills. We want to see how you can connect with clients and support them effectively, so share examples of your experience in similar roles.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate succinctness, especially when it comes to case notes. Show us you can communicate effectively without unnecessary fluff!
Tailor Your Approach:Adapt your application to reflect the diverse needs of clients. Mention any experience you have with sensitive questioning or using interpreters, as this shows you understand the importance of meeting individual client needs.
Manage Your Time Well:Demonstrate your time management skills in your application. We’re looking for someone who can handle pressure and manage client expectations, so share how you've successfully juggled multiple tasks in the past.
How to prepare for a job interview at Citizens Advice BANES
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Triage Assessor. Familiarise yourself with the types of issues clients may present, such as benefits, debt, and housing. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Practice Your Listening Skills
Since this role requires excellent interpersonal skills, practice active listening before your interview. You might want to role-play with a friend, where they present a problem and you respond using sensitive questioning techniques. This will help you feel more confident in your ability to assess client needs during the interview.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific client situations. Think about examples from your past experiences where you've successfully triaged or supported someone in need. Be ready to explain your thought process and how you maintained structure while being empathetic.
✨Showcase Your Time Management Skills
Time management is crucial in this role, so be prepared to discuss how you prioritise tasks and manage client expectations. You could share a story about a time when you had to juggle multiple responsibilities and how you ensured each client received the attention they needed.
