Role Profile
Key accountabilities and responsibilities
Key elements & tasks
Supporting Clients
- 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
- Offer comprehensive benefits checks, exploring the range of available state entitlements
- Identification of emergency advice issues, and advice on how to move forward with those issues
- Identification and assessment of eligibility for grants and other one-off support, signposting/ referring as appropriate
- Determination of whether a food/ fuel bank referral is required
- 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 that all work meets quality standards and the requirements of the funder
- Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation
- Support our research and campaigns work through various channels including case studies, data collection and client consent
Working as part of a team
- Take part in peer-to-peer file reviews and quality of advice assessments
- Be an active member of the wider team, acting and supporting colleagues in a collaborative way
- Support and actively contribute to service delivery rotas
- Promote best practice across the team
Performance, Personal Management and Administration
- Take ownership for monitoring own workload e.g. proactively reviewing when new cases are taken on, progress on current cases, outcome of completed cases and quality control, with minimal supervision
- Be responsible for performance management at an individual level through: self-management; delivery of goals and tasks set; targets and outcomes; and reporting progress
- Undertake file reviews and quality of advice assessments, in line with organisation/ contractual requirements and expectations as required (adviser level only)
- Comply with operational management systems of supervision, objectives, appraisal and induction
- Comply with data collection procedures and reporting to ensure effective recording of
- performance monitoring, outcomes and client information
Service Development
- To assist with the development of the service locally, regionally and nationally, publicising work as and when necessary
- 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
- 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 around Welfare Benefit advice law is up-to-date and that this is disseminated as appropriate
- To identify your own training needs in conjunction with the designated lead/ supervisor and be prepared to undertake appropriate training in line with your training and progression plan
- Deliver training (internally and/ or externally), either through formal training sessions, or 'on the job' coaching to colleagues (adviser level only).
Other duties and responsibilities
- Liaise, as appropriate, with relevant outside agencies (voluntary and statutory), other Local Citizens Advice offices and other stakeholders
- Be an active member of the wider team, acting and support colleagues in a collaborative way
- To present a professional appearance, help maintain an orderly working environment, and act at all times to uphold the good reputation of Citizens Advice
- To comply with all published organisational policies and procedures
- Work flexibly to undertake such other reasonable duties and responsibilities
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.
Person Specification
Experience (through paid or voluntary work)
- Minimum 2 years' experience of delivering Welfare Benefit advice in a social welfare context
- Experience of tribunal advice and representation (desirable)
- Experience of working under legal aid contract for welfare benefits (desirable)
- Legal aid supervisor standard (desirable)
- Experience of working within an advice and information organisation within the third/ charity sector (desirable)
- Experience of engaging with clients across a range of channels, including webchat and telephone - sensitive and empower clients
- Experience of flexible working, according to business need, while balancing multiple priorities and managing a high workload
- Experience of flexible working according to business demand
- Experience of communicating effectively, both orally and in writing, with a wide range of people
- Experience of accurately drafting letters, reports and complex applications and presenting work in a clear layout
- Experience of working towards targets
Knowledge and Understanding
- Technical welfare benefit knowledge
- Comprehensive knowledge of local and national advice service strategies and a thorough understanding of poverty, advice issues and the problems people face; and the ability to translate this understanding into solutions for people
- Demonstrable understanding and awareness of the relationship between Welfare benefits and other areas of Social Welfare Law
- Demonstrable understanding of the emphasis on quality of advice and related advice checks
- Demonstrable understanding of funder requirements
- Literate and numerate to the level required by the tasks
- A thorough understanding of professional boundaries and the issues surrounding confidentiality, data protection and information assurance
Qualifications and Training
- A commitment to continuous professional development (CPD), including a willingness to develop knowledge and skills in required areas
Skills and Abilities
- Ability to interpret regulations and explain them to clients and colleagues and to produce clear advice and empowerment
- Ability to provide constructive feedback to colleagues within a supervision setting or as and when required
- Ability to work on own initiative, proactively manage a varied workload, ensuring deadlines are met
- Ability to contribute as a member of the team but also work on own initiative and without close supervision
- 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
- The ability and willingness to liaise with outside agencies, and build effective working relationships with local and regional partners
- Excellent verbal, written & numerical skills
- Willingness and ability to commit to a rota within the required service delivery hours.
Additional Factors
- Ability and willingness to work as part of a team and a commitment to collective team responsibility
- Understanding of, and commitment to, the aims and principles of the Citizens Advice service in which equality and diversity is embedded throughout
- Proven 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
- Commitment to continual professional development, including a willingness to develop knowledge and skills in advice topics
- Awareness that Citizens Advice clients are at the heart of everything we do
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