Job Description
Trainee Adviser
Terms and conditions
Location: Pembrokeshire. The role is based within our 2 offices in Haverfordwest and Pembroke Dock.
Salary: £21,390 FTE, £16,187 (Actual).
Hours: 28 per week
Contract: until 31st March 2025, though may be extended, subject to continued funding
Closing date for applications: 12th April 2023
Interview date: 17th & 19th April 2023
Start date: As soon as possible.
******************************************************************************TO APPLY: Please submit a C.V and covering letter. Please note the covering letter must refer to the criteria in the Person Specification below in order to be considered for this role.
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What we offer our staff
6% employer pension contribution
Flexible working arrangements
24-hour access to online wellbeing and mental health support.
Job description
Thank you for your interest in working at Citizens Advice Pembrokeshire. This job pack will give you everything you need to know to apply for this role and what it means to work for us.
Citizens Advice values
We’re inventive. We’re not afraid of trying new things and learn by getting things wrong. We question every idea to make it better and we change when things aren’t working.
We’re generous. We work together, sharing knowledge and experience to solve problems. We tell it like it is and respect everyone.
We’re responsible. We do what we say we’ll do and keep our promises. We remember that we work for a charity and use our resources effectively.
Three things you should know about the Citizens Advice service
1. We’re local and we’re national. We have 6 national offices and offer direct support to people in around 250 independent local Citizens Advice services across England and Wales.
2. We’re here for everyone. Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away.
3. We’re listened to - and we make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
Overview of Citizens Advice
The Citizens Advice service is made up of Citizens Advice - the national charity - and a network of around 250 local Citizens Advice members.
This role sits within our network of independent charities, delivering services from over 600 local Citizens Advice outlets over 1,800 community centres, GPs’ surgeries and prisons
They do this with:
- 6,500 local staff
- over 23,000 trained volunteers
Our reach means 99% of people in England and Wales can access a local Citizens Advice within a 30 minute drive of where they live.
Generalist Adviser
Advice giving
- Interview clients by telephone using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
- Identify key information including time limits, key dates and requirements for urgent advice or action
- Use the Citizens Advice AdviserNet website to find, interpret and communicate the relevant information.
- Research and explore options and implications so that clients can make informed decisions.
- Refer clients appropriately to suit clients’ needs following agreed protocols, including booking clients into a task list and informing clients of what to expect
- Carry out debt assessments and identify emergencies.
- Assist clients with budgeting and money management.
- Carry out benefit calculations including better off calculations
- Ensure that all work conforms to the organisation’s office manual and the Advice Quality standard / other funding requirements, as appropriate.
- Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy.
- Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
Research & Campaigns
- Assist with research and campaigns work by providing information about clients’ circumstances.
- Provide statistical information on the number of clients and nature of cases and provide regular reports to the organisations management.
Professional Development
- Keep up to date with legislation, case law, policies and procedures relating to specified area and undertaking appropriate training.
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare to attend supervision session/team meetings/management team meetings as appropriate.
Administration
- Use IT for statistical recording, record keeping and document production.
- Attend internal and external meetings as agreed with the manager.
- Maintain a library of reference material and case law.
- Liaise with statutory and non-statutory and present the service on outside bodies as appropriate.
Other duties
➢ Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
➢ Use a range of IT in the provision of advice, including but not limited to webchat, email, telephone and video conferencing.
➢ Any other relevant duties as required to ensure the effective provision of the advice service.
Person specification
Essential Criteria
- Ability to commit to, and work within, the aims, principles and policies of the Citizens Advice service.
- A good, up to date understanding of equality and diversity and its application in the delivery of advice.
- An understanding of the benefits systems and its impacts on client groups.
- An understanding of the issues affecting society and the implications of these in providing quality services to our clients.
- Ability to research, analyse and interpret complex information, and communicate effectively verbally and in writing to a variety of audiences.
- Ability to manage own caseload and manage time effectively.
- Ability to use IT systems and packages, and electronic resources in the provision of a service.
- A commitment to continuous professional development.
Job Type: Part-time
Salary: £16,187.00 per year
Schedule:
- Monday to Friday
- No weekends
Application question(s):
- Do you have any advice experience or would you be willing to receive training?
Work Location: Hybrid remote in Pembroke Dock
Application deadline: 12/04/2023
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