Purpose of the role:
To explore the nature of a problem with client and to explain advice and options
Main tasks and Responsibilities:
- 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.
- 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.
- Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
- Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
- Refer internally or to other specialist agencies as appropriate.
- Ensure that all work conforms to the bureau’s office manual and the Citizens Advice quality standard / Legal Services Commission’s Quality Mark / 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.
- Assist with social policy work by providing information about clients’ circumstances through the appropriate channel.
- Alert clients to social policy options.
- Keep up to date with legislation, policies and procedures and undertake appropriate training.
- Read relevant publications.
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.
- Use IT for statistical recording of information relating to social policy and funding requirements, record keeping and document production. Ensure IT information assurance training is completed on an annual basis.
- Ensure that all work conforms to the bureau’s systems and procedures.
- Provide statistical information on the number of clients and nature of cases.
Other duties and responsibilities:
- Complete the required training to comply with quality assurance processes.
- Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
- Demonstrate commitment to the aims and policies of the CAB service.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
- Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.
- A good up to date understanding of equality and diversity and its application to the provision of advice.
- Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- Ability to monitor and maintain own standards.
- Effective written and oral communication skills with particular emphasis on negotiating.
- Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
- Understanding of the issues affecting society and their implications for clients and service provision.
- Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
- Ability and willingness to work as part of a team.
- A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
- Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
- Ability to understand statistics and check accuracy of calculation