What will you do?
Advisers will:
- be comfortable using a range of information and client management systems and an online telephone system
- talk to clients, explore what problems they've come for help with and help client identify any relating issues or emergencies
- help clients set priorities and identify the right level of support for them
- research/find relevant information online through approved sources
- identify clients preferred next steps including how they want information shared with them
- look out for problems caused by unjust policy or procedures that are common and unfair and write a short report about the problem
- present and seek guidance from supervisor
- share with the client where they can access relevant information for themselves
- share appropriate and approved referral or signposting options with the
client - book an in-house appointment when appropriate
- write clear accurate record of client enquiry and information, clients agreed next steps and information sources used
- understand the importance of quality of service and follow guidance to ensure client outcome and customer service is delivered in line with ca quality standards
- contribute towards development of guidance tools and service delivery.
What’s in it for you?
Advisers will:
- make a real difference to people’s lives
- learn about several key issues such as benefits and debt
- build on valuable skills such as communication and listening
- increase your employability
- work with a range of different people, independently and in a team
- have a positive impact in your community.
And we’ll reimburse expenses too.
What do you need to have?
Advisers will:
- be able to comply with and respect citizens advice aims, principles and policies, including but not limited to confidentiality and data protection, and safeguarding
- willingness to embrace our commitment to equity and diversity; including respecting the rights of staff, volunteers and clients and wider citizens advice service and having a non-judgmental attitude
- be able to listen and communicate effectively both orally and in writing
- be friendly and approachable, with the ability to work as part of a team and independently
- be accountable in your role and take part in regular feedback, support and supervision meetings, such as annual reviews
- be committed to carry out the specified role and recognize own and role boundaries and limitations
- be committed to continuous learning and actively support the development of self and others.
How much time do you need to give?
During training we ask for 10 hours per week. This includes attendance of tutor led training.