Citizens Advice
Advice on Prescription Generalist Caseworker (Macmillan Service)
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Job Description
Main 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 Adviser Net 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.
- Up to date knowledge of welfare benefits and demonstratable evidence of competence in providing benefits advice to clients in an audited environment.
- Working knowledge of link work service and the benefits of connecting clients to health enhancing activities and services
- Refer internally or to other specialist services as appropriate, including but not limited to welfare, debt, housing and link work support services
- Ensure that all work conforms to the organisations’ office manual and the Citizens Advice quality standard and any 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.
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Social policy
- Assist with social policy work by providing information about clients' circumstances through the appropriate channel.
- Alert clients to social policy options.
Professional development
- 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.
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 Citizens Advice service.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
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Requirements
- A good up to date understanding of equality and diversity and its application to the provision of advice.
- Ability to monitor and maintain own standards.
- 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.
- A good knowledge of the social model of health and how link worker services can support wellbeing and reduce health inequalities.
- 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 clear understanding of the requirements of a target based workload
- 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 calculations.
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