THE NORTH TYNESIDE CITIZENS ADVICE BUREAU
24,263.1 per year
NORTH TYNESIDE
Full-time
NORTH TYNESIDE CITIZENS ADVICE Job Description Debt Support Officer Responsible to Head of Operations Salary Hours Role Purpose £24,263.10 per annum 37 per week • To provide Administrative and Adviser support to the Money Advisers working within the Social Welfare Team. Admin/Advice Support • Providing general administrative support to our Money Advisers in Social Welfare Advice Team. • Processing high volume of incoming emails and incoming and outgoing post • Send appointment reminders, e-signature requests and SMS • Be the point of contact for clients across all relevant channels • Using the debt assessment tool to help clients gather information and complete their budget in advance of the appointment. • Collect information from creditors, local authority, and utility companies to support the work of the adviser. • Processing information received from the client to contribute to the progress of • their case. Inputting and maintaining client data onto our internal case management systems • Taking internal and making external calls to clients, third parties, other local Citizens Advice staff and partner agencies. • Contact the client post closure of their case to check progress • Completion of the Adviser Learning Programme and Money Advice accreditation programme. • Assist with Service initiatives for the improvement of services. • Keep up to date with policies and procedures relevant to North Tyneside Citizens Advice work and undertake appropriate training. • Any other administrative duties as necessary for the smooth and efficient running of the office. • Other duties and responsibilities • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues. • Any other relevant administrative and support duties required to ensure the smooth running of the NTCA. • Ensure that work undertaken reflects and supports the Citizens Advice service’s equality and diversity strategy. • To work positively with Partner organisations. NORTH TYNESIDE CITIZENS ADVICE Person Specification Debt Support Officer 1. Customer service skills or experience of working with people 2. Ability to provide administrative support effectively to our Money Advisers and to maintain office systems 3. Willingness to undertake Citizen’s Advice, Adviser Learning Programme 4. Ability to commit to and work within the aims, principles and policies of the Citizens Advice service 5. A good, up to date understanding of equality and diversity and its application to the provision of advice 6. Ability to monitor and maintain own standards 7. Ability to plan and organise own work to meet deadlines under pressure 8. Ability to work on own initiative and as part of a team 9. Good verbal communication skills, including the ability to deal appropriately with a range of people by telephone and face to face. 10. Ability to write clearly and accurately, including drafting routine correspondence, 11. Good IT skills, including our internal case management system, Outlook 365 (word, excel & power point) and SharePoint, and the ability to use email. 12. Ability to research, analyse and interpret information. 13. Numeracy skills and the ability to work within established financial systems 14. Well organised and have attention to detail 15. Experience of working to deadlines in a fast-paced environment 16. A commitment to undertake relevant assessment, necessary for continuing professional and technical development relevant for the role
THE NORTH TYNESIDE CITIZENS ADVICE BUREAU
27,302.26 - 30,237.9 per year
NORTH TYNESIDE
Full-time
NORTH TYNESIDE CITIZENS ADVICE Job Description Trainee Social Welfare Advice Caseworker within our Social Welfare Advice Team (SWAT) covering all debt projects. Responsible to: Head of Operations Trainee Salary; £27,302.26 per annum Accredited Caseworker salary: £30,237.90 per annum. Hours: 37 per week Role purpose: To deliver good quality information, advice and casework to clients in debt, with due regard to the aims, policies and procedures of the organisation and service, working within a client focussed and responsive team. Key Areas of Responsibility 1. To provide a high-quality debt, benefits and housing advice service to our clients over the telephone, webchat and email (full training will be provided) 2. Handle inbound calls from clients seeking help with their debts within agreed timescales and booking advice/casework appointments where appropriate. 3. Carry our casework for clients when necessary, including, advocating on behalf of clients recording accurate casenotes on our internal case management system, negotiating with third parties, drafting letters to clients and third parties, completing budgets & financial statements. 4. Maintain client records to required standards on the organisation’s management information system 5. Support clients in a professional manner and with sensitivity and confidentiality to their situation. 6. Maintain standards of service delivery and ensure that all advice work meets the appropriate standard required by the Money Advice & Pension Service quality framework, Citizens Advice Quality of Advice Audit, and the Financial Conduct Authority (FCA) 7. To be responsible for achieving the Key Performance Indicators (KPI’s) set for this post. 8. Assist clients with budgeting and income maximisation including advice on entitlement to welfare benefits using Quick Benefit Check. 9. Assist clients with other related problems where they are an integral part of the case and refer to other advisers or specialist agencies as appropriate. 10. Proactively manage a varied workload, ensuring deadline are met, including taking ownership for monitoring own workload e.g., proactively reviewing progress on current cases and recording outcomes of completed cases. 11. Read relevant publications and electronic updates to maintain own knowledge keep up to date with legislation, case law, policies and procedures relating to Social Welfare Advice (Debt, Benefits and Housing). 12. Work flexibly within a team environment, respond positively to change and attend staff/team meeting as appropriate. 13. Develop and maintain Information Technology proficiency to support your work requirements 14. To work within the Aims, Principles and Policies of the Citizens Advice service. 15. To contribute to the Social Policy, work of the Citizens Advice North Tyneside and our National organisation. 16. To carry out the relevant administrative tasks necessary to progress your cases. Contribute to the team 1. Contribute to the efficient working of the team in delivering against the project delivery requirements 2. Engage with team members, sharing knowledge and good practice and supporting each other to problem solve 3. Attend and participate in local team meetings, Money Advice Groups, project regional manager/adviser events and National Citizens Advice conferences as recommended by your line manager Other Duties and Responsibilities 1. Signpost clients to other providers as appropriate. 2. Make and take calls from professional agencies as required to establish circumstances. . 3. Deal with incoming emails from clients and creditors. 4. Manage workflow via task list. 5. Identifying opportunities for the Service’s development and undertaking forward planning so the Service can respond to local needs. 6. To abide by health and Safety guidelines and share the responsibility for their own safety and that of colleagues. 7. Any other reasonable administrative duties required ensuring the smooth running of Citizens Advice North Tyneside. Performance Standards Performance standards will be continually assessed by the Money Advice Manager. You are responsible for meeting the performance standards set for this role. Any under performance will be addressed and if appropriate, remedial support will be provided. If the required standard is still not achieved and failure to deliver continues, disciplinary action will be taken. Equality and Diversity Ensure that work undertaken reflects and supports the service’s Equality and Diversity Strategy Working conditions 1. 2. Operate within an Equal Opportunities Policy. The post-holder will report directly to the Money Advice Manager Training This post will offer comprehensive training. You will be required to commit to and complete the Money Advice and Pension Service Accreditation training to Adviser level and work towards caseworker accreditation for the post during your probation period. Attend and complete debt advice training to advice level followed by specialist training (to casework level). Attend learning events and carry out learning activities in line with Continuing Professional Development requirements for debt advisers. Keep up to date with legislation, case law, policies and procedures relating to money advice, and attend appropriate training, including reading relevant publications To identify and develop your own learning opportunities The SWAT Trainee caseworker is a developmental role, and the post holder will be required to complete the relevant accredited debt advice training during your probation period of 6 months. PERSON SPECIFICATION Trainee Social Welfare Adviser & Social Welfare Adviser ESSENTIAL 1. An ability to demonstrate a high level of commitment to training and good understanding/experience of the processes in dealing with advice giving 2. The ability to prioritise tasks and work to deadlines using own initiative 3. Experience of working in a customer service environment 4. The ability to communicate effectively, both orally and in writing with a range of people and organisations 5. Good numeracy skills with the ability to carry out efficient calculations and prepare budgets for clients 6. Ability to use IT for statistical recording, record keeping and document production 7. The ability to work effectively and collaboratively as part of a team and work without close supervision 8. Ability and willingness to follow agreed procedures 9. Ability to work in a sensitive, enabling and non-judgemental way with people from a wide range of backgrounds 10. Ability to maintain confidentiality and appropriate professional boundaries 11. Understanding of and commitment to the aims and principles of the Citizens Advice service. DESIRABLE 1. At least one years’ experience in advice work or a customer service centre. 2. Experience of working with people with mental health issues, or people with disabilities. 3. The ability to identify Social Policy issues arising from advice work and an ability to analyse and report on those issues. OTHER Participate in research & campaigns work, as organised within the organisation and at regional or national level by raising evidence forms, providing case studies etc Comply with all the organisation’s published policies and procedures, with attention to Health and Safety, Risk Management, Confidentiality, Home Working policies and Equal Opportunities. Uphold the aims and principles of the organisation Undertake any other duties as might be reasonably required within the scope of the role.
North Tyneside Citizens Advice Trustee Role NORTH TYNESIDE CITIZENS ADVICE - BACKGROUND INFORMATION North Tyneside Citizens Advice is an independent charity that provides a comprehensive advice service for the Borough of North Tyneside and beyond. The Citizens Advice Service: provide advice, information, support and assistance to people on a wide range of subjects including benefits, debt, employment, housing and consumer. In 2023/24 North Tyneside Citizens Advice dealt with more than 38,000 unique clients and we obtained over £20m in financial gains for clients and dealt with nearly £17m of client debt. We work to: ❑ Inform people about the law and how it affects them and about their rights and responsibilities ❑ Advise people on the options available to them and on the potential consequences of different courses of action ❑ Support people as they consider and decide what to do, listening to their concerns and helping them move forward ❑ Assist people in pursuing their chosen course of action by negotiation, representation and by referral to other sources of help when needed ❑ Influence those responsible for policies and services by bringing to their notice problems experienced by our clients and recommending change Principles of The Citizens Advice Service ❑ FREE: We offer a free service to our clients whatever their financial position ❑ CONFIDENTIAL: Nothing about a client is revealed outside the Bureau without the client’s permission ❑ IMPARTIAL: The service is available to everyone regardless of race, gender, religion, or disability. Advice and help will be given without prejudice according to their needs ❑ INDEPENDENT: The CA Service receives grants from Government, local authorities and commerce, but this does not prevent us from representing clients with complaints against Councils etc. What will you do? As a Trustee you will need to: ● complete an induction for your role ● maintain an awareness of how the local Citizens Advice is operating ● read papers for board meetings and attend 5 meetings per year ● work on specific projects with other trustees to further the strategic objectives of the local Citizens Advice ● take an active discussion during board meetings and work with other trustees to: - set policy and strategy direction, set targets and evaluate the performance of NTCA - monitor the financial position of NTCA ensuring that it operates within its means and objectives - ensure that all the finances and supporting financial control systems are in order, and that proper financial controls are in place to safeguard the organisation’s resources - monitor how well the service meets the needs of the local community, by monitoring performance and seeking the views of the community - ensure that the service plans for the recruitment and turnover of staff and volunteers - review how effectively the Board operates, including action for improvement. What’s in it for you? ● make a positive impact for people in your local area by ensuring the local Citizens Advice is sustainable and meeting the needs of the community ● gain satisfaction from shaping the work of Citizens Advice so it directly helps people in our community who have greatest need for support and advice ● work alongside and build relationships with trustees, staff and other volunteers ● build on your governance, leadership and strategy skills ● increase your employability by using your skills and experience Although the post is unpaid, we do cover travel expenses. What do you need to have? You’ll need to: ● understand and accept the responsibilities and liabilities as trustees ● be non-judgmental and respect views, values and cultures that are different to your own ● have good listening, verbal and written communication skills ● be able to exercise good independent judgment ● have good numeracy skills to understand accounts with the support of the treasurer ● be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection ● be willing to undertake training in your role. Currently, the Trustee Board is particularly keen to expand its skill base by recruiting members who have these skills or similar: ● IT, databases or generative AI, or ● have finance qualifications or experience, or ● have experience in Charity Governance or, ● have experience and/or expertise, in Diversity and Equalities issues How much time do you need to give? Trustee boards usually meet in the evenings and you’ll likely need to give 1.5 hours x 5 meetings per year. You may need to attend other meetings if you’re involved in specific projects or give time to meet with volunteers and staff occasionally to learn about our activities. We are flexible about the time spent on these additional activities. Valuing inclusion Our volunteers come from a range of backgrounds and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities.