Citizens Advice
Outreach Adviser
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Our Outreach Adviser
Our Outreach Adviser will provide advice and casework services to individuals across our local authority area. You’ll be joining a team of frontline delivery staff including Session Supervisors, Energy advice specialists, benefits caseworkers and our local MAPS Debt Unit. You’ll have the 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.
A crucial part of this role is developing partnerships with other key community organisations throughout Wyre Forest, providing a key point of access into our service and ensuring individuals affected by cost-of-living and risk of homelessness pressures have access into our services.
We are looking for an adviser with good IT skills with the ability to support clients remotely, as well as a commitment to the aims and principles of the Citizens Advice Service.
Key Duties And Responsibilities
Advice and Casework
- Provide high-quality, client-centred advice up to generalist level, including:
- Welfare benefits and income maximisation
- Debt and budgeting advice
- Housing and homelessness related issues
- Support clients to claim all benefits and entitlements
- Assist with applications, mandatory reconsiderations, and liaison with third parties where required
- Assess income and expenditure (including use of recognised financial tools) to support debt and financial planning
- Refer complex cases to specialist advisers (Debt, Welfare benefits) as appropriate
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Partnership Working and Outreach
- Work closely with:
- Wyre Forest District Council
- Social Landlords
- Local/National Charities
- VCSE partners and community organisations
- Support coordinated pathways into advice services for clients identified as at risk
- Coordination with Local Welfare and Resilience Services
- Ensure clients are aware of and can access resilience services and wider local welfare provision
Case Management and Administration
- Maintain accurate, confidential, and detailed case records in line with organisational and Citizens Advice requirements
- Record outcomes (financial and non-financial) for monitoring and reporting
- Ensure compliance with data protection, safeguarding, and quality standards
Service Development and Monitoring
- Work collaboratively with internal teams (Debt, Benefits, Research & Campaigns)
- Contribute to monitoring, evaluation, and reporting for funders and partners
- Identify emerging issues affecting families and feed into Research & Campaigns work
- Support continuous improvement of the service
External Networking
- Build and maintain strong relationships with partner organisations
- Represent the service at relevant meetings and forums
- Promote awareness of the service across partner networks
Professional Development
- Maintain up-to-date knowledge of welfare benefits, debt, and housing legislation
- Participate in training, supervision, and appraisal processes
- Uphold Citizens Advice values, including equality, diversity, and inclusion
Other Duties
- Adhere to organisational policies including safeguarding, health & safety, and confidentiality
- Undertake outreach and home visits where appropriate
- Carry out other duties commensurate with the role
Person Specification
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Essential Criteria
- Full UK driving licence and access to a vehicle
Knowledge And Experience
- Experience of delivering generalist advice, including welfare benefits, debt, or housing
- Understanding of the challenges facing clients experiencing financial hardship, including poverty, food insecurity and homelessness
- Awareness of the role of statutory organisations and community organisations in supporting clients
- Knowledge of welfare benefits systems and income maximisation approaches
Skills And Abilities
- Strong interpersonal and communication skills, with the ability to engage effectively with families and partners
- Ability to explain complex information clearly in plain English
- Effective negotiation and advocacy skills
- Strong organisational skills, with the ability to manage a caseload and prioritise work
- Ability to work independently and as part of a team
- Competent IT skills for case recording and reporting
Client-Centred Approach
- Ability to work in a non-judgmental, empathetic, and empowering way
- Commitment to improving outcomes for vulnerable clients
- Understanding of safeguarding principles and boundaries
Partnership Working
- Ability to build and maintain effective relationships with:
- District Council
- Social Housing providers
- VCSE organisations
- Local authority and community partners
Values and Commitment
- Commitment to the aims and principles of Citizens Advice
- Understanding of equality, diversity, and inclusion
- Commitment to confidentiality and data protection
Desirable Criteria
- Experience of working with homeless clients or in the homelessness sector
- Housing advice Knowledge or casework experience
- Experience of delivering financial capability or group sessions
- Knowledge of:
- Local support agencies (statutory or voluntary)
- HAF programme delivery
- Local welfare assistance schemes
- Experience of outreach work in community settings
For further details or to request an application pack, please contact Sally-Anne Williams, Business Support Manager at sally.williams@wyreforestcab.org.uk.
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