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 opportunities, and a chance to make a real difference.
- Other info: Diverse and inclusive workplace with a commitment to professional growth.
- 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.
Key Work Areas And Tasks
- 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.
Team Collaboration
- 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.
Essential – 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.
Desirable
- 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.
Crisis and Resilience Caseworker in Exeter employer: Citizens Advice
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 policies and advice standards. 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 way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice your interview skills with a mate or in front of the mirror. Focus on how you can demonstrate your empathy and resilience, especially when discussing past experiences. Remember, they want to see how you handle tough situations!
✨Tip Number 3
Prepare some thoughtful questions to ask at the end of your interview. This shows you're engaged and interested in the role. Think about asking how they support their team’s professional growth or how they tackle challenges in client cases.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Crisis and Resilience Caseworker in Exeter
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the key work areas mentioned in the job description. We want to see how you can empower clients and deliver high-quality advice!
Showcase Your Empathy:Since this role involves working with clients in high-stress situations, it’s crucial to demonstrate your resilience and empathy. Share examples of how you've supported people in difficult times – we love a good story!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use strong communication skills to convey your thoughts effectively, as this will reflect your ability to negotiate and communicate with clients and third parties.
Apply Through Our Website:Don’t forget 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!
How to prepare for a job interview at Citizens Advice
✨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. Use role-playing with a friend or family member to get comfortable with empowering questions that allow clients to express their needs.
✨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, as these are crucial for the role.
✨Demonstrate Team Spirit
Be ready to discuss how you’ve collaborated with others in previous roles. Share specific instances where you contributed to team success or problem-solving, as teamwork is key in this position.
