Generalist Adviser Outreach Gateway

Job Description

Context of role

For the delivery of Generalist Advice, Information and Advocacy Services in the Mid Ulster area. The Generalist Adviser Outreach Gateway staff member is part of an organised grouping of CAMU employees assigned to working on the Mid Ulster District Council contract(s). They will also work partly on the Public Health Agency Advice 4 Health contract. They will act as the first point of contact for clients seeking face-to-face and/or telephone advice. They will be mainly outreach based and will operate the gateway system for all clients seeking face-to-face and/or telephone advice in their outreach locations to ensure the effective and timely delivery of contracts.

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 AdviserNet website and other resources to find, interpret and communicate the relevant information.
• Research and explore options and implications so that clients can make informed decisions.
• Act for the client where necessary by calculating, negotiating and telephoning.
• Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
• Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action.
• Assess and agree the appropriate level of service, taking into consideration the client's ability to take the next step themselves, the complexity of the problem and the organisation's resources.
• Refer internally or to other specialist agencies as appropriate.
• Ensure that all work conforms to the organisation's Staff handbook, Policies and Procedures, the Advice Quality Standard and other funding requirements, as appropriate.
• Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

Research and campaigns

• Assist with research and campaigns work by providing information about clients' circumstances through the appropriate channel.
• Alert clients to research and campaigns options.

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 IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure IT information assurance training is completed on an annual basis.
• Ensure that all work conforms to the organisation's systems and procedures.
• Provide statistical information on the number of clients and nature of cases.

Other duties and responsibilities

• Complete the required training to comply with quality assurance processes.
• 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 the CA service.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

• 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 give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• Ability to monitor and maintain own standards.
• Effective written and oral communication skills with particular emphasis on negotiating.
• 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.
• Understanding of the issues affecting society and their implications for clients and service provision.
• Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
• Ability and willingness to work as part of a team as well as on own with minimal supervision.
• A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
• Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
• Ability to understand statistics and check accuracy of calculations.
• Completion of a recognised Level 3 Advisor Training Programme, e.g. a programme provided by Citizens Advice or Law Centre (NI).
• A minimum of 1 years experience post qualification, gained within the last 3 years, of providing generalist advice and benefit calculations to the public in a social welfare context.