Debt Advice Casework Assistant

JOB DESCRIPTION

Name of project:

Debt Advice Service

Employer:

Address:

Norfolk Community Law Service

4 Duke Street, Norwich NR3 3AJ

Title of Post:

Debt Advice Casework Assistant

Responsible to:

Debt Advice Manager

Date revised:

January 2026

Job Summary:

To assist the Debt Service to provide a quality assured face to face debt advice casework
service and to provide advice and advocacy for clients at our rent mediation sessions.

Responsibilities:

Booking client appointments to enable the meeting of service targets

Taking clients’ details and recording on AdvicePro (our casework system) and responding
to enquiries

Completing Common Initial Assessments (CIAs) with clients

Completing the Client Data Spreadsheet (CDS) for reporting to Money and Pension
Service (MaPS)

Providing support, guidance and supervision to volunteers, including training on AdvicePro

Providing initial information in an emergency, subject to checking with the Debt Service
Manager or Debt Adviser

Closing client files

Filing

General Duties

To maintain a duty of confidentiality in respect of all client matters at all times;

To abide by the NCLS Equal Opportunities policy and to implement any relevant practice
guidelines.

To adhere to NCLS hybrid model of home working and office working agreeing to attend
the office at the required hours.

To undertake any other duties commensurate with the post as per the requirements of the
Board.

Special Considerations

To attend such training as is required by the NCLS Board

Occasional evening and weekend work

The above may be subject to alteration from time to time according to any changes in
service delivery, politics or priorities.  Any such changes will be carried out following
consultation with all parties involved.