This role involves triaging incoming regional client referrals to provide information, signposting and advice, with limited benefits casework during initial contact and provide ongoing benefits casework for clients meeting agreed vulnerability criteria. You will contribute to the overall provision of an effective and quality service in connection with Citizens Advice Reading’s benefits regional partnership with Macmillan.
Location: Split between Royal Berkshire Hospital and Citizens Advice Reading (with some flexibility around remote working from home)
Hours: Part-time - 28 hours per week (0.8 FTE)
Contract Type: Permanent
Salary banding: £26,000 to £28,325 per annum (pro rata) depending on experience
Special Requirements: A Disclosure and Barring Service (DBS) Check and an immunisation check will be required for this role
KEY DUTIES
Service Delivery
- Deliver first contact assessments using a prescribed triage process.
- Resolve client issues within a single interaction where appropriate
- Work within time-bound target framework (e.g. 2-hour initial contact)
- Identify vulnerability and prioritise approximately 20% of clients for follow-on casework providing them with expertise and support for complex cases including disability benefit claims, disputes and appeals.
- Work flexibly as part of a regional rota-based system to manage referral flow and support service delivery
- Triage clients in order to understand their situation and support them to make appropriate benefit and grant applications
- Research and explore options and implications so that clients can make informed decisions.
- Act for the client where necessary using appropriate communication skills and channels.
- Liaise with relevant statutory and voluntary organisations as appropriate to represent the client’s best interests
- Refer clients internally or externally to other specialist agencies as appropriate.
- Manage a caseload of clients requiring ongoing support, within stipulated service parameters.
- Ensure that all work meets quality standards and the requirements of the funder.
- Support our research and campaigns work through various channels including case studies and data collection.
- Follow all relevant policies and procedures.
- Liaise with and attend the Minster Street office as necessary to support the aims of the project
Team
- Work with other team members at CAR and across the regional partnership, to respond to and manage overall service demand
- Work collaboratively with others, as part of a team, to achieve common goals.
- Take shared responsibility for the health and wellbeing of yourself and the team.
Skills and Knowledge
- Complete the required training to comply with quality assurance processes.
- Ensure own ongoing learning and development, including keeping up to date with changes to advice.
- Develop and maintain the digital skills needed to use the tools, software and platforms relevant to your role.
Organisation
- Understand and work within the twin aims and principles of the Citizens Advice Service.
- Understand and take shared responsibility for delivering a service that meets the requirements of Citizens Advice Reading and its funders.
- Embed Equity, Diversity and Inclusion (EDI) in your day to day work
- Attend regular team and staff meetings and training.
- Any other reasonable duties as required by the organisation from time to time.
PERSON SPECIFICATION
- Knowledge of welfare benefits and experience of giving benefit advice/generalist advice
- Ability to research, analyse and interpret complex information and present it clearly, both verbally and in writing.
- Good numeracy skills to carry out accurate benefit calculations.
- Ability to work in a sensitive, enabling and non-judgemental way with people from a wide range of backgrounds.
- Ability to prioritise and manage own workload to meet targets and deadlines in a busy and pressurised, but supportive environment.
As an equal opportunities employer, Citizens Advice Reading is committed to the equal treatment of all current and prospective employees and does not condone discrimination of any kind. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.
