Citizens Advice
General Adviser
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Role Purpose
Our General Advice Team covers a range of different projects, giving advice over the phone, virtually, face-to-face or in outreach locations. The post holder will need to be self-motivated, organised and flexible, delivering generalist level advice and information.
The role involves advising on all areas of general advice, assisting with the completion of paper and digital forms and making referrals to internal or external services. The post holder will need to be digitally aware and be able to record all client contact and outcomes as well as make referrals electronically.
Role Profile/Job Description
Advice Giving
- Deliver advice and information to clients, ensuring advice provided meets the requirements of Citizens Advice quality standards
- Ensure all case recording and other record keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standards
- Use sensitive listening and questioning skills in order to allow clients to explain their problem(s) and to identify the next course of action.
- Use a range of information sources to find relevant information then interpret and communicate this to clients.
- Refer internally or to other specialist agencies as appropriate.
- Provide support to volunteers.
- Act for the client where necessary by calculating, negotiation, drafting or writing letters/emails and telephoning
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Research & Campaigning
- Support our research and campaigns work by highlighting issues to clients, collecting case studies, data collection and client consent
Administration
- Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure GDPR compliant training is completed on an annual basis.
- Ensure that all work conforms to the service's systems and procedures.
- Undertake admin duties as required or requested.
Professional development
- Keep up to date with online systems, available training materials and other resources relevant to the areas of support.
- Complete the required training to comply with quality assurance processes
- Attend relevant internal and external meetings as agreed with the line manager
- Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
- Identify and implement own learning and development needs
Other Duties And Responsibilities
- If required work from a variety of Citizens Advice Liverpool outlets across the city as required over the course of the week between the hours of 9am-5pm.
- Promote the aims, policies, and membership requirements of the Citizens Advice service.
- Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies.
- Be a positive ambassador for Citizens Advice Liverpool.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
- Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
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Person specification
Desirable
- One year's experience of delivering generalist advice within Citizens Advice or another quality assured environment such as AQS.
Essential
- Good IT knowledge with an ability to support delivery of advice
- Ability to support and encourage others in using online systems and resources to enable them to self-help.
- Experience of using interpersonal skills, including sensitive listening and questioning skills to understand the needs of others, over the phone, virtually, face-to-face or in outreach locations.
- Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
- Understanding of barriers individuals have to accessing CAL’s services.
- 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.
- Effective oral and written communication skills.
- Ability and willingness to work both on own initiative and as part of a team.
- Willingness to learn and develop skills and be flexible with service delivery.
- Understanding of the issues affecting society and their implications for clients and service provision.
- Ability to assist with research and campaigns works by providing information about clients’ circumstances.
- Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
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