Job or Trustee?
Job type
Salary
Hours
Closing date
Organisation
Adviser/Trainee Adviser
Job details
Responsible to: Service Manager/Energy Team Manager
Hours: 37 hours per week
Salary: Starting salary £27,389 - £27800 per annum dependent on experience (plus pension contribution)
Contract: This is a permanent role
Location: Across Newcastle upon Tyne
Role Purpose:
● Providing advice on the full range of general enquiry areas, in particular Welfare Energy, Benefits and Debt, maintaining Citizens Advice quality standards and achieving performance targets.
● Providing support to clients with a clear plan of action to enable them to act for themselves and to advocate for those who need practical assistance to progress their case.
● Producing detailed case records on our case management system for the purpose of continuity of casework, statistical monitoring and report preparation.
Context of the role: You will be a member of Citizens Advice Newcastle casework & staff team. You will be required to work from a variety of Citizens Advice outlets across Newcastle upon Tyne. You will report to your line manager as detailed above. An enhanced DBS check may be required.
Key Accountabilities:
Assessments:
• Conduct, thorough holistic client interviews to assess their needs and identify the best way forward.
• Provide information and guidance across the range of Citizens Advice topics, particularly Fuel Poverty, energy efficiency and income maximisation.
• Help clients navigate online information and access self-help materials; book appointments, make referrals or signpost as needed.
• Help clients to understand if their electricity meter needs upgrading and provide information on the Radio Teleswitch Service and further support options.
• Maintain Citizens Advice quality standards and work efficiently to meet advice targets.
• Uphold the aims, principles and policies of Citizens Advice in advice service delivery.
• Keep detailed case records using the Case Recording System for continuity, monitoring and reporting purposes.
Social policy and campaigning:
• Identify and record evidence of social policy issues.
Case management and administration:
• Manage your own workload with minimal supervision
• Follow all organisation’s systems and procedures.
• Use the Case Recording System Casebook, Word, Outlook and Excel for communication and document production.
• Provide case studies and statistical information for reporting when required.
Data handling and Confidentiality:
• Handle sensitive data in line with Data Protection legislation and organisational policies.
• Maintain client confidentiality at all times.
Working with others:
• Build and maintain positive working relationships within the team.
• Support CA Newcastle’s external relationships with stakeholders, including statutory and voluntary services.
Discrimination
• Recognise and act appropriately if issues of discrimination arise.
• Follow the organisation’s procedures for dealing with discrimination.
Professional development:
• Keep up to date with new and changing legislation, policies and local issues.
• Identify your own training needs and take responsibility for personal development.
• Attend relevant training, support, supervision and appraisal meetings.
Other Duties and Responsibilities:
• Promote the work of Citizens Advice Newcastle locally and nationally, as needed.
• Attend meetings when required
• Carry out any other related tasks appropriate to the role to ensure the effective delivery and development of the whole service, including occasional work outside of normal office hours.
• Abide by safety, health and environment guidelines and share responsibility for your own safety and that of colleagues.