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    august-2024-help-to-claim-job-pack

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    © All Rights Reserved
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    Download as docx, pdf, or txt
    3 views8 pages

    august-2024-help-to-claim-job-pack

    Uploaded by

    gaurisahu18

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    © All Rights Reserved
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    Download as docx, pdf, or txt
    of 8

    Help to Claim adviser

    Job pack
    Thanks for your interest in working at Citizens Advice Telford and The
    Wrekin This job pack should give you everything you need to know to
    apply for this role and what it means to work at Citizens Advice.

    In this pack you’ll find:

    ● Our values
    ● 3 things you should know about us
    ● Overview of Citizens Advice and Citizens Advice Telford and The
    Wrekin
    ● The role profile and personal specification
    ● What we give our staff

    Want to chat about this role?


    If you want to chat about the role further, email us on
    [email protected] and leave your details and we will contact
    you
    Our values
    We’re inventive. We’re not afraid of trying new things and learn by
    getting things wrong. We question every idea to make it better and we
    change when things aren’t working.

    We’re generous. We work together, sharing knowledge and


    experience to solve problems. We tell it like it is and respect everyone.

    We’re responsible. We do what we say we’ll do and keep our


    promises. We remember that we work for a charity and use our
    resources effectively.

    3 things you should


    know about us
    1. We’re local and we’re national. We have 6 national offices and
    offer direct support to people in around 300 independent local Citizens
    Advice services across England and Wales.

    2. We’re here for everyone. Our advice helps people solve problems
    and our advocacy helps fix problems in society. Whatever the problem,
    we won’t turn people away.

    3. We’re listened to - and we make a difference. Our trusted brand


    and the quality of our research mean we make a real impact on behalf of
    the people who rely on us.

    How Citizens Advice Telford and


    The Wrekin works

    1
    Citizens Advice Telford and The Wrekin (CATW) provides information and
    advice for residents of Telford and The Wrekin. We currently have a team
    of 32 employees and our local advice services are supported by a team of
    volunteer advisers. Our core services focus on providing free,
    independent, and impartial advice on benefits, debt, housing,
    employment, relationship, and immigration issues, together with support
    for clients in crisis. This includes clients most affected most by the current
    cost-of-living crisis who may be in food or fuel poverty, or at risk of
    homelessness.

    We deliver a range of projects that support clients across these advice


    areas including Help To Claim (Universal Credit new claims) on behalf of
    the Department for Work and Pensions and Money Advice Service Debt
    Advice. We have recently moved to a new delivery site in central Telford
    where we undertake face-to-face, telephone and email advice. We also
    provide face-to-face information and advice across a network of 18
    community and outreach locations, and at local events/employers.

    We currently employ 9 home-based Help To Claim Telephone and


    Webchat Advisers who are supported by a Quality of Advice Assessment
    Officer and Line Manager.

    More information about our services is at


    www.citizensadvicetelfordandthewrekin.org.uk

    Overview of Citizens
    Advice
    2
    The Citizens Advice service is
    made up of Citizens Advice - the
    national charity - and a network of
    around 300 local Citizens Advice
    members.

    This role sits our network of


    independent charities, delivering
    services from

    ● over 600 local Citizens


    Advice outlets
    ● over 1,800 community
    centres, GPs’ surgeries and
    prisons

    They do this with:

    ● 6,500 local staff


    ● over 23,000 trained
    volunteers

    Our reach means 99% of people in


    England and Wales can access a
    local Citizens Advice within a 30
    minute drive of where they live.

    3
    The role
    Citizens Advice delivers “Help to Claim” which offers end-to-end support
    to help people make a new Universal Credit claim and be ready for when
    their first payment arrives.

    We are looking for an adviser with good IT skills to support clients to make
    and complete their new Universal Credit claim, as well as a commitment
    to the aims and principles of the Citizens Advice Service.

    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.

    Role profile
    Advice giving

    Act for the client where necessary using appropriate communication skills
    and channels.

    Refer internally or to other specialist agencies as


    appropriate.

    Ensure that all work meets quality standards and the requirements of the
    funder

    Ensure that work reflects and supports the Citizens Advice service's
    equality and diversity strategy. 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

    Supporting clients to use IT to make their new Universal Credit claim

    Use Citizens Advice resources to find, interpret and communicate the


    relevant information to clients

    Complete benefits checks when appropriate

    Research and explore options and implications so that clients can make

    4
    informed decisions.

    Maintain detailed case records for the purpose of continuity of casework,


    information retrieval, statistical monitoring and report preparation.

    This role is predominantly home based.

    Complete the required training to comply with quality assurance


    processes

    Research and campaigns

    Support our research and campaigns work through various channels


    including case studies, data collection and client consent

    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

    Administration

    Use of telephony and IT equipment for multichannel delivery of advice


    services

    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 your organisation’s systems and


    procedures

    Other duties and responsibilities

    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 Citizens Advice

    5
    Abide by health and safety guidelines and share responsibility for own
    safety and that of colleagues

    Person specification
    Essential
    Ability to use sensitive listening and questioning skills to get to the root of
    the issues and empower clients, whilst maintaining structure and control
    of meetings with them

    Ability to give and receive feedback objectively and sensitively and a


    willingness to challenge constructively

    Ability to use telephony and IT systems to deliver services across multiple


    channels for example webchat and telephone

    Ability to use IT systems and packages, and resources in the provision of


    advice, record keeping and document production

    Good IT knowledge with an ability to support clients with their online claim
    application

    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 develop and maintain positive working relationships with


    external stakeholders

    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 monitor and maintain standards for advice provision and quality
    assurance

    Desirable

    Knowledge of the benefits systems including Universal Credit

    Ability to carry out accurate benefit check calculations

    6
    Basic knowledge of multiple enquiry areas to aid with identifying
    emergencies and making referrals where appropriate

    In accordance with Citizens Advice national policy, the successful


    candidate will be screened by the DBS. However, a criminal record will not
    necessarily be a bar to your being able to take up the job.

    What we give our staff


    Generous holiday entitlement:
    25 days (full-time equivalent, excluding bank holidays)

    Long-service holiday
    Increase after 1 year of service by 1 day per year up to a maximum of 5
    extra days.

    Flexible working

    Company pension scheme

    Employee Wellbeing support programme

    Ongoing training and development opportunities

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