Foodbank Support Worker

Foodbank Support Worker

Job pack

Thank you for your interest in working within the Citizens Advice service. This job

pack should give you everything you need to know to apply for this role and

what it means to work within the Citizens Advice service.

In this pack you’ll find:

●  Our values

●

3 things you should know about us

●  Overview of the Citizens Advice service

●  Overview of the Foodbank Support Worker role

●  Role Profile and Person Specification

●  Our approach to Equity, Diversity & Inclusion (EDI)

●

Further information and how to apply

 Our values

Values to help us achieve our cultural ambition: an inclusive, purpose driven

workplace that listens, works together, is open and honest, accessible and

helps everyone be the best they can be.

Purpose driven we always focus on the people who need our help.

People focused we recognise, value and reward contributions and talents in

an open, fair, and meaningful way.

Collaborative we build relationships across teams and locations to foster

innovation and inclusive ways of working.

Transparent we are open and honest, sharing information early and often

whenever we can.

  3 things you should know
about us

1. We’re local and we’re national. Citizens Advice have 4 national offices and

offer direct support to people across England, Wales and the Channel Islands

in 236 independent local Citizens Advice services, including within the New

Forest.

2. We’re here for everyone. Our advice helps people solve problems and our

advocacy helps fix problems in society. Whatever the problem, we won’t turn

people away.

3. We’re listened to - and we make a difference. Our trusted brand and the

quality of our research mean we make a real impact on behalf of the people

who rely on us.

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  Overview of the

Citizens Advice service

The Citizens Advice service comprises a network of 236 independent local Citizens

Advice charities across England, Wales and the Channel Islands, and the national

charity. The role of the national charity is to enable local Citizens Advice to deliver

their services and jointly deliver other services at a national level, including the

website.

Citizens Advice provide support from:

●    511 local Citizens Advice offices in communities across England and Wales
●    over 1,166 outreaches in local communities, such as GPs’ surgeries, hospitals,

libraries, prisons and community centres

●  the Witness Service, available in 234 criminal courts across England and Wales

Across the whole of Citizens Advice, the service is delivered by around:

●    10,000 local staff

●    19,500 volunteers

We help millions of people every year with free, independent and expert advice
across the broadest range of areas – from money and debt to benefits, housing,
energy, work and so much more.

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Overview of the Project

The project is designed to provide an intensive advice and wrap-around support
service to clients of the Waterside Foodbank. The project
will facilitate access to advice including benefits, housing and debt, as well as the
wider services provided by Citizens Advice and other parter organisations across
the New Forest. The aim of the project is to secure continued engagement
from people experiencing difficult circumstances to help them reduce their
reliance on emergency food provision through bettering their financial position.

Overview of the
Projects Manager role

The Foodbank Support Worker will provide advice and support
to Waterside Foodbank clients who are experiencing profound difficulties in
managing financial problems including debt and benefit issues, and who may
face additional problems such as the threat of homelessness. This support may
be intensive. The Foodbank Support Worker will act as a bridge between clients
and the Citizens Advice team to aid engagement in the processes associated
with addressing their issues. This may involve liaison with key local agencies
(Foodbank, Housing, Schools, etc) as well as practical support such as
accompanying clients to meetings and helping with paperwork and associated
administrative tasks.

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Job Title

 Foodbank Support Worker

 Reporting to

Advice Locality Manager - East

 Annual Salary

 £13,325 (£26,300 FTE) with salary review on successful
completion of three month probation.

 Hours of work

 19 hours per week

Contract

 Location

 Holiday

Role overview

Key
responsibilities

Permanent, with funding for the project agreed until end
of June 2027; three-month probation

Waterside Foodbank although further travel may be
required

 25 days per annum (pro rata), plus bank holidays

To provide a service giving high quality information, advice
and wraparound support to clients accessing
the Waterside Foodbank to tackle the issues that have led
to their need for emergency food support.

  To use sensitive listening and questioning skills to

engage with clients identified as in need of support
to deal with their financial situation.

  To build trust with clients through face-to-face
meetings, telephone and email contact, to
help identify financial and associated issues and to
support the collection of information to be used
by other Citizens Advice Advisers.

  To identify personal strengths of clients, and to help
clients to build on them, to engage in the processes
involved in resolving their financial difficulties.

  To research and explore options, and clarify

implications, so that clients can make informed
decisions about their financial situation.

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  To act for the client where necessary by

calculating entitlements, drafting letters and suppor
ting with telephone interactions.

  To support clients in following advice on ways

to maximise income and reduce debt.

  To complete ongoing casework to ensure that

clients are completing applications and
are prepared for engagement with third parties.
  To facilitate completion of money advice casework

by helping clients engage with the Citizens
Advice Debt Team. This may involve a Fact Find
of the client’s current financial situation,
communication of the prepared budget and
financial plan, and encouragement to stick to the
plan.

  To accompany clients to key meetings with Citizens

Advice and other agencies, as required.
  To liaise with key local agencies to help local

support systems.

  To record, update and maintain information on a
case management system for the purpose of
continuity of casework, information retrieval,
statistical monitoring and report preparation.

  To apply Citizens Advice aims, principles and

policies when dealing with clients.

  To ensure that all work meets quality standards set

by Citizens Advice.

Other

  Complete induction and mandatory training

relevant to your role.

  Work within our organisational key principles,

policies & procedures.

  Embed Equity, Diversity and Inclusion (EDI) in day-

to-day work.

  Work effectively both independently and

collaboratively in teams.

  Undertake any other duties as might be reasonably

required within the scope of this role.

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Person Specification

Essential Criteria

  Strong interpersonal skills, including empathy, engagement, and the
ability to manage frustration and overcome barriers to change.

  Person-centred approach that balances compassion with empowering

individuals to make informed decisions.

  High levels of self-awareness and personal maturity, with a clear
understanding of professional boundaries and confidentiality.

  Ability to work independently in community settings without supervision
  Effective workload, time-management, and organisational skills, working

to deadlines to achieve positive client outcomes.

  Excellent written and verbal communication skills, high numeracy, and

confidence using IT systems and Microsoft Office tools.

Desirable Criteria

  Experience supporting vulnerable and marginalised people
  Experience of working with people with multiple and complex needs.
  Experience of handling safeguarding concerns
  Understanding of the debt advice process.

Additional Requirements

  The role will require regular travel to Waterside Foodbank and some
travel within the New Forest, hence a reliable means of transport is
essential. Candidates who can drive and own a vehicle insured for
business purposes will be well-suited for this position.

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Our approach to Equity, Diversity

and Inclusion (EDI)

EDI is of strategic importance within Citizens Advice New Forest (CANF) and
recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in
which everyone has a sense of belonging. We particularly welcome applications
from people we would like to see better represented in our organisation and
sector - people of colour, LGBTQ+ people and disabled people.

We are also a flexible employer, so our roles may suit anyone who’d prefer a
flexible arrangement to help their work/life balance.

Further information & how to apply

If you would like to discuss this role further, please email Carol Reynolds at
jobs@canf.uk

To apply for this role, please send a CV and cover letter (no more 500 words) to
jobs@canf.uk  to explain how your skills and experience fit with the
requirements of this role. Applications will only be accepted on receipt of a
CV and cover letter to this email address.

Applicants will be considered on a rolling basis and the closing date for this role
is Friday 1st May 2026

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