At a Glance
- Tasks: Empower clients by providing expert advice on welfare benefits and housing.
- Company: Join a supportive organisation dedicated to helping those in crisis.
- Benefits: Gain valuable experience, training, and the chance to make a real difference.
- Other info: Opportunities for professional growth and a commitment to diversity and inclusion.
- Why this job: Be a vital part of a team that transforms lives through compassionate support.
- Qualifications: Experience in customer service and a passion for helping others.
The predicted salary is between 30000 - 40000 € per year.
Interview clients using sensitive, empowering questions to allow them to explain their problem(s) and empower them to set their own priorities.
Deliver deep, high-quality advice on complex welfare benefits, housing, and income maximisation.
Help clients explore options so they can make informed financial decisions.
Act on behalf of clients via phone, email, letters, and third-party negotiations.
Ensure that all work conforms to the organisation’s Office Manual and the Advice Quality standard and other funding requirements, as appropriate.
Maintain accurate case records that meet strict quality and funding standards.
Training & Professional Growth
- Complete mandatory generalist and benefits advice
- Keep up to date with changing laws, policies and advice procedures
- Actively manage your own professional development and learning, including maintaining a high IT proficiency to manage digital workloads efficiently.
- Contribute to the efficient working of the CRF team in delivering against the project delivery requirements
- Share knowledge and problem-solve alongside specialist Debt Advisers.
- Actively participate in team meetings, regional projects, and national conferences.
Research and Campaigns
- Assist with research and campaigns work by providing information as appropriate.
- Alert clients to research and campaigns options, as directed.
Quality Assurance
Consistently meet all project Quality Framework standards.
Equality, Diversity and Inclusion (EDI)
Ensure that work undertaken reflects and supports the service’s EDI strategy.
Person Specification
- Client Experience: Proven experience in customer services or similar face-to-face role
- Resilience & Empathy: A genuine passion for helping people in hardship with the emotional boundaries to support clients in high-stress situations
- Inclusive approach: Ability to work in a sensitive, non-judgemental way with people from a wide range of backgrounds
- Information gathering: Ability to sift through large amounts of information and extract key facts during client interviews and follow up work
- Organisation: The ability to prioritise tasks and work to deadlines using own initiative
- Communication & Negotiation: Strong written and verbal skills to negotiate effectively with third parties and official organisations
- Practical Numeracy: Comfortable using numbers to complete accurate benefits checks and financial calculations
- IT Literacy: Proven IT skills including competency with databases, cloud systems and basic IT to maintain effective and compliant case records
- Autonomy & Teamwork: Ability to work collaboratively within a team while managing your own workload without close supervision
- Compliance & Process: Willingness to strictly follow agreed procedural, confidentiality, and data protection guidelines, and to maintain professional boundaries
- Growth Mindset: High level of commitment to your own professional development and completing mandatory training.
- Values: Understanding of and commitment to the aims and principles of the Citizens Advice service.
- Travel: Ability to meet the travel requirements to various locations as required
- Accreditation: Trained in giving accredited advice
- Subject knowledge: Up to date knowledge of welfare benefits, debt resolution or housing law
- Casework experience & client support: Background in providing ongoing casework or support to vulnerable clients or people in crisis.
- Advice sector knowledge: Prior experience working or volunteering within the Citizens Advice network or a directly comparable charitable advice sector
- Local knowledge: Understanding the specific social and economic challenges faced by communities in Devon.
We value diversity, promote equality and challenge discrimination. We welcome applications from all suitably skilled candidates, and particularly from disabled people, people from Black, Asian and other racially minoritised backgrounds, and LGBTQ+ candidates.
A 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.
Crisis and Resilience Caseworker in Exeter employer: Citizens Advice BANES
As a Crisis and Resilience Caseworker, you will join a supportive and inclusive team dedicated to empowering clients facing hardship in Devon. Our organisation prioritises professional growth through ongoing training and development opportunities, ensuring you stay updated with the latest welfare benefits and housing laws. With a strong commitment to equality, diversity, and inclusion, we foster a collaborative work culture where your contributions are valued, making it an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Crisis and Resilience Caseworker in Exeter
✨Tip Number 1
Get to know the organisation inside out! Research their values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with clients in sensitive situations, role-play common scenarios with a friend or family member. This will help you feel more confident and prepared for those tricky questions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend relevant events. This can give you insider tips and might even lead to a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your appreciation and keeping you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role.
We think you need these skills to ace Crisis and Resilience Caseworker in Exeter
Some tips for your application 🫡
Show Your Empathy:When writing your application, let your genuine passion for helping people shine through. Use examples that highlight your experience in customer service or similar roles, especially those where you’ve supported individuals in high-stress situations.
Be Clear and Concise:Make sure your written application is easy to read and straight to the point. Use clear language and structure your thoughts logically, so we can easily see how your skills match the role of a Crisis and Resilience Caseworker.
Highlight Relevant Experience:Don’t forget to mention any specific experience you have with welfare benefits, housing, or financial advice. This will help us understand how you can contribute to our team and support our clients effectively.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Citizens Advice BANES
✨Know Your Stuff
Make sure you brush up on the latest welfare benefits, housing laws, and income maximisation strategies. Being well-informed will not only help you answer questions confidently but also show your genuine interest in the role.
✨Practice Empathy
Since this role involves working with clients in high-stress situations, practice how you would respond to sensitive topics. Role-play with a friend or family member to get comfortable asking empowering questions and providing support.
✨Showcase Your Communication Skills
Prepare examples of how you've effectively communicated with clients or third parties in the past. Highlight your negotiation skills and how you've managed to resolve conflicts or misunderstandings.
✨Demonstrate Your Growth Mindset
Be ready to discuss your commitment to professional development. Share any relevant training you've completed or how you've kept up-to-date with changes in policies and procedures. This shows you're proactive and dedicated to improving your skills.
