Generalist Caseworker – Advice First Aid
Project

North  &  West  Gloucestershire  Citizens  Advice  are  looking  for  an  enthusiastic
individual to join the Projects Team and make a real difference in their community.

This  is  an  opportunity  for  you  to  join  an  established  charity  that  has  an  excellent
reputation for the provision of high-quality advice and is a great place to work. You’ll
be  part  of  a  team  committed  to  working  together  and  with  partner  agencies  to
achieve the best outcomes we can for our clients.

This role is offered on a trainee and a qualified basis.

If you do not have the experience for this role, we have a training programme which
will  provide  you  with  the  skills,  knowledge,  and  experience  you  need,  as  well  as  a
career opportunity which could lead to professional progression within the service.

Please note, this job specification applies to fully trained Generalist Adviser. Trainee
will be working towards gaining that qualification.

Want to chat about this role?
If you want to chat about the role further, you can contact Penny Hulbert by emailing
penny.hulbert@gloscab.org.uk or calling 01452 943 137.

  The role

FTE Salary:

From £25,196 - £27,263 (dependent on experience)

Hours:

Location:

Application
deadline:

37

Various Locations:  Gloucester, Tewkesbury, Cheltenham and
Forest of Dean

30th November 2025. Applications will be reviewed as they are
received, and interviews may be held before the closing date,
so early applications are encouraged.

         Company Benefits£25,000 - £28,783 (dependent on experience)

Pension:

Contribution of 7% based on 4% employee contribution

Employee
Assistance Scheme:

Birthday Leave:

Health Assured

Take  a  day  to  celebrate  your  annual  personal  milestone.
This  leave  does  not  form  part  of  your  annual  leave
entitlement.

Christmas Closure:  Our office will be closed between Christmas and New Year’s,
and  these  days  won’t  count  towards  your  holiday
entitlement.

Flexible Working
Policy:

Includes compressed hours, flexitime, homeworking/hybrid

Role purpose

Your  role  will  be  key  part  of  the  new  Advice  First  Aid  Project.    You  will  support

vulnerable residents with issues such as Benefits, debts, housing and employment

and take referrals from Frontline workers across the districts.  You will enjoy building

relationships with local frontline teams so you can work together to support people.

Working from our offices, as well as community settings such as foodbanks, libraries
and hubs, you will provide holistic advice and casework support to local residents.

This role is part of an exciting pilot project, jointly delivered by Stroud and Cotswold
Districts Citizens Advice so part of the role includes collecting information to report
to the funder.

  Role profile

Service Delivery – advice.

➢  Provide holistic advice to local residents on the telephone, by email and face

to face.

➢  Research  and  explore  options  and  implications  so  that  clients  can  make

➢

informed decisions.
Issue food vouchers  to clients in accordance with Trussell Trust criteria  and
processes and apply for appropriate grants for a client.

➢  Act  for  the  client  where  necessary  by  calculating,  negotiating,  drafting  or

writing letters and telephoning.

➢  Negotiate  with  third  parties  such  as  statutory  and  non-statutory  bodies  as

appropriate.

➢  Provide low level casework to help move clients forward with their problem

and make effective referrals and sign posting.

➢  Complete benefit calculations and Debt Assessment Tools to identify options

for clients to make informed choices.

➢  Complete  confirmation  of  advice  letters/emails  and  provide  follow  ups,
ensuring  deadlines  are  met  and  clients  are  aware  of  timelines  when  self-
servicing.

➢  Maintain accurate case records and data recording.
➢  Where  appropriate,  deliver  advice  at  outreach  and  pop-up  locations  and

ensure fully resourced to deliver successfully.

➢  Use information and advice resources, including remote supervisors to ensure

advice is accurate.
➢  Develop the project.
➢  Ensure all relevant policies and procedures are followed in work.
➢  Ensure continuous improvement in your own work and service development,
gaining user and stakeholder feedback and meeting advice quality standards
in line with Citizens Advice quality framework and Advice Quality Standard.

Research and Campaigns

➢ Assist with research and campaigns work by providing information as appropriate.

➢ Alert clients to research and campaign options.

➢ Professional Development

➢ Keep up to date with legislation, policies and procedures and undertake

appropriate training.

Administration

➢ Attend relevant internal and external meetings as agreed with Citizens Advice line
manager.

➢ Use IT for statistical recording of information relating to research and campaigns
and funding requirements, record keeping and document production.

➢ Ensure all work conforms to the organisation’s systems and procedures.

Partnership working

➢  Attend Advice First Aid Sessions to support and trainer and network with the

frontline teams

➢  Liaise with trained Advice First Aiders to receive referrals
➢  Where appropriate, represent Citizens Advice at networking meetings
➢  Liaise with partner organisations.

Other

➢  Carry out any other tasks which may be within the scope of the post to

ensure the effective delivery and development of the service

➢  Abide by safeguarding, health and safety policies

  Person specification

1.  Relevant and ongoing recent experience of initial assessment and advice

work.

2.  Certificate  in  Generalist  Advice  work,  or  equivalent  qualification  or

equivalent level of experience and skill.

3.  Sufficient  knowledge  of  benefits,  debt,  housing,  employment,  consumer
and immigration advice issues, to be able to make appropriate signposting
and/or referral decisions.

4.  Excellent  IT,  numeracy,  written  and  verbal  communication  skills  able  to
undertake benefit and debt calculations and explain complex information
to a range of audiences and formats.

5.  Strong  personal  resilience,  able  to  self-motivate  and  solve  problems  to

achieve positive outcomes

6.  Excellent personal organisational skills, able to work under  pressure and
following

manage  competing  demands  whilst  meeting  deadlines,
processes and maintaining quality and targets.

7.  Excellent attention to detail, able to follow processes.

8.  Able to develop good working relationships with a variety of people, both

internally and with those from external agencies.

9.  An understanding of the needs facing residents and able to use different
approaches to move clients forward and resolve their problems - ability to
research, understand and explain complex information

10. Ability  to  write  accurate  case  records  and  draft  letters,  reports,  and

statements

11. Demonstrable  commitment  and  understanding  of  equity,  diversity  and

inclusion.

12. Ability

to  establish  positive  working

relationships  with  partner

organisations

13. Ability to travel to centre and outreach locations across the county.

Desirable

14. Experience  of  delivering  welfare  benefits,  housing,  debt  or  generalist

advice and casework.

15. Recent  experience  of  benefits  advice  giving  in  Citizens  Advice  or  similar

advice setting.

16. Ability to advise on debt and other social welfare issues.
17. A  thorough  understanding  of  the  issues  involved  in  interviewing  and

working with clients, and in particular vulnerable people.

18. Proven ability to work well in a busy, pressured environment, work as part
of a team but also able to work without direct support and supervision at
times.

19. Experience  of  explaining  complex  information  to  clients  and  checking

accuracy of calculations.

20. Able to drive and access to a car

Applying for this post

To apply for this post, please complete our application form, which can be found on
our  website,  www.gloscab.org.uk.    Completed  application  forms  should  then  be
emailed to info@gloscab.org.uk.

In  accordance  with  Citizens  Advice  national  policy  we  may  require  the  successful
candidate to be screened by the DBS. However, a criminal record will not necessarily
be a bar to your being able to take up the job.