CAAND Generalist Advisor Post X 2

Job description            CAAND Generalist Advisor: 

Job Title:                        Advisor (part - time) 20 hours per week

Responsible to:            Advice Co-ordinators /CAAND Manager

Location:                       Locations:  based in Ards, Bangor and Holywood Citizens Advice offices- the post holder may also be required to travel to other CA offices and/or Outreach locations and to clients’ homes from time to time to provide requested advice services.

Job Purpose: To provide advice to clients on a range of issues by telephone, email and face to face, support and advocacy both at your principal place of work and at other locations as and when required. 

Advice giving

• 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 Information System to find, interpret and communicate the relevant information.

• Research and explore options and implications so that the clients can make informed decisions.

• Act for the client where necessary by calculating, negotiating, drafting and/or writing letters and telephoning.

• Negotiate with third parties such as statutory and non-statutory bodies as appropriate.

• Maintain a caseload when required.  This would involve negotiating on behalf of clients with other statutory or voluntary agencies e.g.  DHSS, housing bodies etc, accompanying and representing clients to such agencies where necessary
• Refer internally or to other specialist agencies as appropriate

• Ensure that all work conforms to the bureau’s Office Manual and the Legal Services Commission’s Quality Mark at the appropriate level.

• Maintain detailed case records as required for the purpose of continuity of casework information retrieval, statistical monitoring and report preparation.

Outreach (where required)  

• Manage the office, liaise with hosts and other associated arrangements for the delivery of services from the outreach location.

• Provide tribunal representation service (normally through the provision of written submissions) to clients in the community including representation at a range of appeal tribunals where required and subject to adviser receiving appropriate training.

• Liaison with Advice Co-ordinators over the referral of appeal tribunal cases and the notification of the outcome of cases.

• Network with local groups and organisations to maximise opportunities for the service and, for example, giving talks to groups of potential clients.

Social Policy

• Assist with social policy work by providing information about clients’ circumstances through the appropriate channel.

• Inform clients of social policy options where appropriate.

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 session /team meeting/staff meetings as appropriate

Administration

• Use IT for statistical recording, record keeping and document production

• Ensure that all work conforms to the bureau’s systems and procedures

• Provide statistical information on the number of clients and nature of cases.

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 CAB service.

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

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Person Specification

• ATP Qualification

• 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.

• Effective written and oral communication skills with particular emphasis on negotiating.

• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

• Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.

• Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing

• Understanding of the issues affecting society and their implications for clients and service provision

• Understanding of social policy work within Citizens Advice

• Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.

• Understanding of equality and diversity and its application to the provision of advice.

• Ability to monitor and maintain own standards.

• 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.