Citizens Advice Mid Mercia
26,203 per year
North East Derbyshire / Chesterfield / Bolsover
Full-time
Thank you for your interest in working at Citizens Advice Mid Mercia. The following information should give you all that you need to apply for this role and an idea about what it means to work at Citizens Advice. Job Title; Derbyshire Low Level Support Service (LLSS) – Support worker Salary; £26,203 Hours of work; 37.5 hours per week Responsible to; Derbyshire Low Level Support Service Manager Location; Blended–working from home and within the community. Role involves work/travel across Derbyshire and occasionally beyond. Start Date; As soon as possible. The Service Aim Derbyshire County Council have funded a 3-year Low Level Support Service for anyone over the age of 18 who require support to remain living independently in their home. The Service, working in partnership with South Derbyshire CVS and Revival, equitably across Derbyshire will deliver targeted, time limited, low level housing related support service across all tenure, to enable people to live safely and independently in their own home and preferred community for as long as practicable. The service will work proactively in an asset and strengths-based way with people to identify and agree their future support needs or to respond pro-actively to more urgent presenting needs. The service will work on a tiered approach being a more intensive service initially working through to a managed exit strategy – by a review of the person’s circle of support, community engagement and check-in’s at agreed points and post exiting the service. 1) Crisis Response – this is not emergency response but giving support up to 6 weeks 2) Standard support – giving support for up to 12 weeks 3) Follow Up options – up to an additional 12 weeks of support if needed The Service will provide information, advice and support to ensure people’s home environments are safe, suitable and maintained/adapted to meet their needs – including referring to relevant services/providers to enable those interventions to be delivered. CAMM vacancy template The Role We are seeking to recruit 1 dedicated Support Worker to join our team working at Citizens Advice Mid Mercia Covering North East Derbyshire / Chesterfield / Bolsover) with the primary aim of providing: short-term, targeted support to individuals, focusing on maintaining their independence in their own homes. Responsibilities include supporting individuals not eligible for social care/NHS assistance, preventing escalation of needs, fostering community engagement, enhancing personal confidence, aiding in accommodation management, providing informed decision-making support, and actively engaging with local services to reduce hospital or residential care admissions. The role also involves collaborating with the Home Not Hospital service to support individuals’ post-intervention when applicable. • Assessing needs, risk, co-producing support plans, action plans and exit plan using the Outcome Star methodology for our customers • Using the case management system to record the referral, arrange appointments and store all information relating to the customer. • Delivering targeted, time limited, low level housing related support and completing outstanding actions including signposting to other community services whilst maintaining close contact with the customer. • Completing case studies and sending out customer exit surveys when each case is completed. Main Duties ➢ Actively to promote the Derbyshire Low Level Support Service and to develop effective two- way referral pathways with partner agencies ➢ To liaise with service users and those referring to the service to establish eligibility; where appropriate, to undertake and document a person-centred holistic assessment of need ➢ To oversee the implementation of a person-centred delivery plan in response to the assessed need (as above), linking with other community-based services where appropriate ➢ To review service user progress at planned intervals, involving service users, family and referrers as appropriate; to work towards an agreed exit of the service. ➢ To carry out appropriate risk assessments ➢ To record all activities and keep up to date and accurate case notes on CRM ➢ To produce service and monitoring reports ➢ To work within agreed service standards and ensure contractual targets are met. ➢ To comply with all organisational policies and procedures and be fully committed to safeguarding, confidentiality and equality & diversity when carrying out duties ➢ Refer service users across to other VCSE organisations / teams for holistic support – creating a directory of contacts To support the above work the post holder will be expected to: CAMM vacancy template ➢ Monitor their work, keep accurate records and produce reports and statistics as required; ➢ Attend staff and team meetings, staff training and organisational development days ➢ Liaise with staff in partner agencies; ➢ Be responsible for their own health and safety and the health and safety of others who may be affected by their acts or omissions at work; ➢ Comply with CAMM’s policies and procedures; ➢ Liaise with other Support workers working across the district within the Low Level Support Service ➢ Carry out any other reasonable duties as agreed with their Line Manager. CAMM vacancy template PERSON SPECIFICATION – SUPPORT WORKER Skills ➢ Excellent customer service and communication skills including the ability to deal with difficult and challenging situations ➢ The ability to support people to live independently in the community and build confidence and resilience ➢ Partnership working skills ➢ Effective planning, task and time management skills, the ability to meet deadlines ➢ Excellent IT skills including the use of databases to record and report case information. ➢ The ability to work within a team and on own initiative Qualifications ➢ Good standard of education and/or evidence of personal development (equivalent to Level 3) Experience ➢ Experience of assessing and managing risks ➢ Experience of working with vulnerable service users Knowledge ➢ Good understanding of local Safeguarding procedures and responsibilities. ➢ Good understanding of the Derbyshire Health and Social Care system including services which are available to people locally ➢ Good understanding of a range of common health conditions ➢ Good understanding of how life changing events (such as bereavement, ageing, physical or mental illness, welfare benefits or discharge from hospital) can impact on a person ➢ Have a dedicated approach and awareness of equality, diversity and inclusion ➢ Understanding of confidentiality and its application in a health and social care setting ➢ Abide by safeguarding, GDPR, and health & safety guidelines and share responsibility for own safety, that of colleagues and clients Other ➢ Hold a full UK driving license, have access to own vehicle and have business insurance CAMM vacancy template Overview of Citizens Advice Mid Mercia Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members. Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support and advocacy services. Services are delivered across South Derbyshire, Derby City, East Staffordshire (Burton-upon-Trent and Uttoxeter) and Tamworth. Citizens Advice Mid Mercia has over 78 members of staff and many volunteers delivering services from four main offices and community venues. Our CORE values. ➢ Communicate: We will be consistent, positive, passionate, and listen. ➢ Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions. ➢ Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality. ➢ Effective: We will deliver quality, focus on detail and be professional. Probation Period: 9 months – with possible extension if performance review is required. Benefits: 28 days annual leave plus bank holidays pro rata. Up to 5% pension contribution, access to 24/7 counselling service. Positive Employment: We welcome applications from people with disabilities and a variety of backgrounds. In accordance with Citizens Advice national policy, the successful candidate will be screened by the DBS. If you want to chat about the role further, you can contact: • Emma Johnson on 07768138510 Or email staff@citizensadvicemidmercia.org.uk for an application pack CAMM vacancy template
Citizens Advice Mid Mercia
23,810 per year
Church Gresley, Derby City, and Tamworth
Full-time
Thank you for your interest in working at Citizens Advice Mid Mercia. The following information should give you all that you need to apply for this role and an idea about what it means to work at Citizens Advice. JOB TITLE: Trainee Generalist Adviser Salary: £23,810 pa Hours of Work: 37.5 hours per week – Monday to Friday 9:00 – 17:00 Location: Citizens Advice Mid Mercia – providing support across offices in Church Gresley, Derby City, and Tamworth; and includes possible remote working Status: Fixed-term employment contract until 31st December 2025 – possible extension subject to funding Start Date: As soon as possible Positive Employment A criminal record will not necessarily be a bar to you being able to take up the job. We welcome applications from people with disabilities. Our CORE values Communicate: We will be consistent, positive, passionate, and listen. Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions. Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality. Effective: We will deliver quality, focus on detail and be professional. CAMM vacancy template v1 Overview of Citizens Advice Mid Mercia Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members. Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support and advocacy services. Services are delivered across South Derbyshire, Derby City, East Staffordshire (Burton-upon-Trent and Uttoxeter) and Tamworth. Citizens Advice Mid Mercia has over 60 members of staff and many volunteers delivering services from four main offices and community venues. The Role The role will be based within our Core Advice service initially with the expectation that the successful applicant may work under other projects or services based within Citizens Advice Mid Mercia (CAMM). This means that we may second you for short to medium periods of time in order to support the work of CAMM and potential opportunities once fully trained. You will support people in South Derbyshire, Derby City, East Staffordshire, Tamworth and surrounding areas by: Providing advice on the full range of generalist enquiry areas, in particular Welfare 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 CRM for the purpose of continuity of casework, statistical monitoring and report preparation. Providing dedicated support to specific teams and projects within the organisation, as required. You will be trained to give advice across channels including face-to-face, telephone, email and web chat. The mix of channels will vary depending on local office working but is likely to consist of mostly telephone and digital at this time. You will receive accredited advice-level training within 12 weeks of starting your employment, with further specialist level training to follow. CAMM vacancy template v1 Role profile Training To attend and successfully complete appropriate training to advice level followed by specialist training. Keep up to date with legislation, case law, policies and procedures relating to advice, and attend appropriate training; including reading relevant publications. To identify and develop your own learning opportunities. Assessments Identify key information about the problem including time limits, key dates and requirements for urgent advice or action (using the Adviceguide website, scripts and any other diagnostic tools as necessary). Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the organisation’s resources. Refer clients appropriately (both internally and externally) to suit clients’ needs following agreed protocols, including planning and informing clients of what to expect. Record information given during an assessment interview onto case record screens. Assess client’s problem(s) using sensitive listening and questioning skills, signpost clients appropriately to suit their needs, following agreed protocols. Advice giving Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities. Use the Citizens Advice AdviserNet website to find, interpret and communicate the relevant information. Research and explore options and implications so that clients can make informed decisions. 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. CAMM vacancy template v1 Ensure that all work conforms to the organisation’s office manual and the Advice Quality standard / Legal Aid Agency’s Quality Mark / other funding requirements, as appropriate. Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy. Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. 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 line manager. Prepare for and attend supervisor session/team meetings/staff meetings as appropriate. 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. Other Complete required training to comply with quality assurance processes. Carry out any task that may be within the scope of the post to ensure the effective delivery and development of the service. CAMM vacancy template v1 Person Specification Essential Ability to work on own initiative and willingness to improve the service by working closely with supervisor. Understanding of the issues affecting society and their implications for clients and service provision. Proven understanding of equality and diversity and its application to the provision of advice. Ability to give and receive feedback objectively and sensitively and willingness to challenge constructively. Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them. Proven ability to research, analyse and interpret complex information, produce and present clear reports verbally and in writing. Ability to understand statistics and check accuracy of calculations. Ability to monitor and maintain own standards, and manage time effectively for the purpose of advice assessment. Ability to work within guidelines, protocols and procedures, and a commitment to continuing professional development, including a willingness to learn and develop knowledge and skills in main enquiry areas. Takes ownership of delivering high quality work that adheres to QAA standards and to work with the supervisor to rectify any fall in targets or quality performance. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies. Ability to drive and/or willingness to work across all sites. A willingness to work evenings and weekends as required. Adhere to the organisation’s CORE values. CAMM vacancy template v1 Want to chat about this role? If you want to chat about the role further, you can contact Matthew Fletcher by emailing mfletcher@citizensadvicemidmercia.org.uk or calling 07889 087511. In accordance with Citizens Advice national policy, the successful candidate may be screened by the DBS. Probation Period 9 months – with possible extension if performance review is required. Benefits 28 days annual leave plus bank holidays pro rata. Up to 5% pension contribution. In line with government and health regulation and changes, we regularly update our COVID-19 safety measures within the offices, for our services, and for enabling staff to work from home. TO APPLY Please visit our website for instructions on how to apply https://www.citizensadvicemidmercia.org.uk/vacancies/ For any questions: staff@citizensadvicemidmercia.org.uk CAMM vacancy template v1
Citizens Advice Mid Mercia
27,000 - 31,000 per year
Church Gresley or Derby
Full-time
Job Title: Compliance Officer Responsible to: Head of Compliance & Central Support Salary: Job location: £27,000- £31,000 per annum (dependent upon experience) Hybrid working – based at one of our office locations (Church Gresley or Derby) and work from home Work Pattern: Monday to Friday – 37.5 hours (Full time) Role purpose: The Compliance Officer plays a crucial role in ensuring the organisation operates in full accordance with all relevant UK laws, regulations, and sector best practices. The role protects the charity’s reputation and public trust by implementing, maintaining, and improving compliance systems covering statutory obligations, safeguarding, GDPR and data protection, complaints handling, and website & social media content compliance. Working closely with senior managers, the postholder fosters a culture of accountability, transparency, and ethical conduct – enabling CAMM to deliver its mission with integrity and legal compliance. The post holder is responsible for managing the compliance and complaints mailboxes and is the main point of contact for all compliance queries. Main Duties and Responsibilities: Compliance/GDPR Administration • Facilitate the timely legal agreements/documents using electronic signature software, proactively ensuring that documents are received by the appropriate parties and signed copies are saved to file identification and procurement of software that meets GDPR and other signing of contracts funding • Assist in the requirements • Draft, review and manage Data Sharing Agreements (DSAs) with third parties and partners to ensure that all data transfers comply with UK GDPR and organisational policies • Lead on and drive completion of Data Protection Impact Assessments (DPIAs) to identify and mitigate privacy risks related to new or changed data processing activities or new services • Maintain oversight of GDPR compliance documentation and records to demonstrate accountability • Support ongoing monitoring and updating of GDPR policies/procedures, ensuring they Job Title: Compliance Officerv2 reflect current regulations and best practice • Manage and coordinate operational components of security incident management including response and reporting • Ensure the organisation complies with data breach and subject access request procedures, liaising with all relevant parties including clients • Manage and maintain the Information Asset Register, working with our services to identify information assets, evaluate risks, determine appropriate security measures and audit information provided Complaints Handling: • Review and maintain a robust complaint handling process in line with regulatory requirements and best practices, ensuring that this falls in line with National Citizens Advice and funder requirements • Oversee the timely and effective resolution of complaints, proactively liaising with internal teams and clients to investigate complaints, ensuring deadlines for responses are met • Provide regular reports on complaints metrics and provide insights to management • Identify and recommend improvements based on complaints analysis to improve processes, as appropriate Policy & Procedure Management • Draft, review, and update policies and procedures, as required • Monitor changes in regulation, ensuring internal policies align with UK charity and data protection law and alignment with national Citizens Advice • Assist with provision of due diligence information to funders and other stakeholders, as required • Liaise with service delivery partners to obtain due diligence information, as appropriate Website & Social Media Content Management: • Oversee and manage content on our websites to ensure compliance with legal, ethical and brand guidelines • Oversee the development of social media policies that align with compliance requirements • Super user responsibility for social media channels • Monitor social media channels for compliance with internal guidelines and external regulations and collaborate with service teams to ensure that promotional content adheres to compliance standards • Conduct regular audits of website and social media content for compliance risks Training • Liaise with operational leads to ensure annual mandatory training is completed • Develop materials to enhance and promote data privacy / cyber security awareness, liaising with third-party IT provider Job Title: Compliance Officerv2 General Compliance Duties: • Ensure safeguarding, data breach and complaints registers are kept up to date and proactively liaise with operational leads for follow up information, as appropriate • Monitor and assess operational processes for compliance risks • Conduct internal compliance reviews • Prepare compliance reports for Head of Compliance & Central Support, highlighting potential risks and suggested mitigation Other duties and responsibilities • Present on behalf of the Head of Compliance & Central Support on compliance-related matters, when required • Attend operational and other management meetings to present reports or disseminate important information • Greet clients and other visitors to the premises • Abide by safeguarding, H&S and GDPR guidelines • Undertake any other relevant duties that may be reasonably requested by the Head of Compliance & Central Support to ensure the smooth running of the department • Approach tasks with enthusiasm, drive and a can-do attitude • Flexible approach to working hours as required by the needs of the business CORE VALUES All members of the organisation will commit to: • Communicate: We will be consistent, positive, passionate and listen. • Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions. • Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality. • Effective: We will deliver quality, focus on detail and be professional. Job Title: Compliance Officerv2 Person Specification 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. Specialist experience within a compliance role, with GDPR expertise Good understanding of regulatory requirements and data privacy principles Proven strong knowledge of Microsoft Office 365 applications Experience of complaint handling Excellent analytical and problem-solving skills Outstanding written and verbal communication abilities Excellent organisational and document management skills High level of accuracy and thoroughness with excellent attention to detail and a systematic approach to managing tasks Demonstrable experience in following and improving processes Demonstrable ability to work under pressure, to deadlines, in a fast-paced environment Experience of complaint handling Full clean driving licence and use of own vehicle Proficiency in website/social media platform management Experience of implementing an information management system Experience of conducting internal audits Bachelor’s degree in Business or related field or a professional data protection qualification Essential Desirable x x x x x x x x x x x x x x x x Job Title: Compliance Officerv2
Citizens Advice Mid Mercia
29,329 - 31,122 per year
Derby City
Full-time
Job Title: Legal Team Deputy Supervisor (Housing & Debt) Salary: £29,329 to £31,122 depending upon experience (actual salary for 40 hour week) Hours of Work: Full Time – 40 hours p/w Monday to Friday Contract Duration: 31st August 2028 Location: Derby City with occasional requirement at South office, Tamworth office, Derby and Stafford County Court Applications Closing Date: Rolling recruitment until successful candidate found Start Date: ASAP but no later than 1st December 2025 Service Aim The Legal Team (Housing and Debt) is commissioned by the Legal Aid Agency to support those eligible for Legal Aid with face-to-face and remote telephone advice and assistance. We hold the HLPAS and standard contract in order to deliver advice and assistance on possession matters at Derby and Stafford County Court, and deliver face-to-face advice and assistance in relation to housing and debt matters from our three offices- Derby, Church Gresley and Tamworth. In respect of the telephone advice service, Citizens Advice Mid Mercia (CAMM) are one of three agencies delivering this national service. CAMM have extensive experience in delivering Legal Aid contract work through face-to-face and remote contracts. The role of the Legal team Deputy Supervisor (Housing & Debt) provides the opportunity to join our successful, growing team and to provide support across our face-to-face and telephone advice service as required. It is also an exciting opportunity to develop your skills to become a supervisor (if not already qualified). The Role You will be responsible for assisting the Legal Services Manager with the delivery of the Legal Aid HLPAS and standard contracts, and Telephone Advice Service as required, offering support to the other team Supervisors with advice, assistance and supervisory duties delegated to you, This role is predominantly office based at Derby in a department, which is a target driven, performance-based project. However, when required, the role will require you to operate from Derby and/ or Stafford County Court, and our offices in Tamworth and Church Gresley. Assisting with and supervising the development and delivery of the HLPAS, standard and Telephone Advice Service (TAS) by supervising, assisting and acting on behalf of clients for housing and debt matters Specialist Telephone Advice Supervisor (Housing & Debt) TAS June 2025 Main Duties and Responsibilities Specialist legal advice and casework To assist the Legal Services Manager and team Supervisors with the supervision of a team of caseworkers and administration staff to ensure the delivery of all services operating within the core hours and in accordance with the KPI targets Advise and act on behalf of clients for housing / debt matters from instruction through to completion To support with telephone advice where needed To identify potential legal aid cases To record advice and stats to a high standard To assist the face-to-face team if and where required including represent clients in the County Court including court duty for possession cases Build and maintain a caseload of housing matters, funded by both Legal Aid and privately where required To carry out duties delegated by the Lead Supervisors and/ or the Legal Services Manager Reporting accurate data to the Lead supervisor and/ or Legal Services Manager To develop your skills and knowledge, under a specific training plan, with the aim of becoming a qualified supervisor within 12 months (if not already qualified) Client Relations To provide a high-quality legal service to all clients. To develop and maintain good client relationship skills, gaining clients ‘confidence and that of other professionals. Receive requests for legal advice from current and potential clients and deciding on the most appropriate responses to make to these requests. Offering appropriate advice on the law, legal procedures and a wide range of associated issues. Research documents and case history to ensure accuracy of advice and procedures. Represent clients in courts where required. Supervise a team of caseworkers as required. Professional Standards To work and behave in a professional manner and to the highest standards of the profession. Comply with procedures set out in the CLA contracts and KPIs, Office Manual, Practice Manual of the Legal Services Department, professional standards and any requirement set by the Solicitors Regulation Authority (SRA). Carry out duties faithfully and diligently and follow all reasonable instructions. Treat all information about the charity and its client and their business as wholly confidential. Personal Development To have a clear understanding of what it would take to maintain your knowledge and what professional support you require. To develop your skills and knowledge in accordance with a specific training plan in order to be a qualified supervisor (if not qualified already) Support internal procedures and systems of Citizens Advice including file/case management, time recording. Participate in team meetings. Attend internal training and external training as and when required. Keep up to date with law and practice. Share information with colleagues. Read journals and attend courses as part of continuing professional development (CPD) and record your completed training. Specialist Telephone Advice Supervisor (Housing & Debt) TAS June 2025 Person Specification Specification Essential Desirable 1 2 3 4 5 6 7 8 9 10 11 Proven record of managing a housing caseload and meeting performance targets Ability to supervise Caseworkers and other team members and to provide the necessary support to ensure team members develop their skills and meet their performance targets. Legal Aid supervisor standard - including having supervised for at least one year or competed the supervisor course (or be willing to complete the course) and carrying out at least 200 hours of casework in the relevant category for two out of three years. As a minimum, the successful candidate is to have at least 18 months of housing and debt law experience. Experience of representing clients at County Court in relation to housing matters including but not limited to possession cases, homelessness, disrepair, anti-social behaviour, unlawful eviction Experience of working within a Legal Aid Contract framework Ability to organise and manage own casework Ability to work under pressure and see clients at short notice, to deal with emergency situations Good communication skills, both oral and in writing Ability to deal with clients who may present with challenging or distressing personal circumstances Current driving license and access to own vehicle for working purposes Proven commitment to personal development to include keeping up to date with legislation and trends through reading, training and take-up of opportunities. Probation Period: 9 months Benefits: 28 days annual leave plus bank holidays pro rata, up to 5% pension contribution. Overview of Citizens Advice Mid Mercia Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members. Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support Services are delivered across South Derbyshire, Derby City, East Staffordshire (Burton-upon-Trent and Uttoxeter) and Tamworth. Citizens Advice Mid Mercia has over 60 members of staff and many volunteers delivering services from four main offices and community venues. Specialist Telephone Advice Supervisor (Housing & Debt) TAS June 2025 Our CORE values Communicate: We will be consistent, positive, passionate, and listen. Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions. Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality. Effective: We will deliver quality, focus on detail and be professional. Positive Employment A criminal record will not necessarily be a bar to you being able to take up the job. We welcome applications from people with disabilities. To Apply If you want to chat about the role further, you can contact: Elizabeth Holt (Head of Implementation & Operations) 07814 918993 Alison Winfield (Legal Services Manager) 07976823930 Please visit our website to complete an application form: https://www.citizensadvicemidmercia.org.uk/vacancies/ Specialist Telephone Advice Supervisor (Housing & Debt) TAS June 2025
Citizens Advice Mid Mercia
26,754 per year
Derbyshire and Derby City
Full-time
Thank you for your interest in working at Citizens Advice Mid Mercia. The following information should give you all that you need to apply for this role and an idea about what it means to work at Citizens Advice. Job Title Short Term Intervention worker Salary £26,754 p/a Hours of work 12-hour shifts flexible over days and nights. Day shift – 8.30am – 8.30pm, Night shift – 8.30pm – 8.30am Location Status Travelling around Derbyshire and Derby City (Working in clients’ homes on a 121 basis) Office base - Derby City, South Derbyshire and working from home. Fixed term contract until end of September 2025 – possible extension depending on funding Start Date ASAP The Service Aim Derbyshire Healthcare NHS Foundation Trust, on behalf of Joined Up Care Derbyshire (JUCD), have funded a 'Short Term Intervention' pilot, which started in July 2023, for people aged 18+ with learning disabilities and / or are autistic living independently, or with family/friends/carers, and receive little to no support, who may be reaching crisis point and becoming at risk of a mental health hospital admission or family/carer breakdown. The service will be part of their local hospital avoidance pathway, to prevent clinically inappropriate hospital admissions and to provide credible alternatives to hospitals in the community. The service will work closely with the local Intensive Support Team (IST) and the Specialist Autism Team (SAT) to deliver non-clinical interventions to support service users whilst clinical support is mobilised and delivered. The service will be available across Derby and Derbyshire for 365 days per year, on a 24/7 basis where support will be mobilised to a person within 2 hours of their referral being accepted. The primary aim of the service is to ‘sit’ with service users to keep them safe and improve wellbeing whilst clinical teams mobilise and begin clinical support. The below case study provides an example of how people from Derby and Derbyshire may benefit from this service and the type of support you will be providing. CAMM vacancy The Role The Short-term Intervention worker will be part of an inclusive team empowered to provide non-clinical support, to those with learning disabilities and who are / or autistic, focusing on matters that are important to them by encouraging structured activity whilst ensuring they are kept safe, and their wellbeing is improve. There will be a lead on each shift, who will support both the manager and other colleagues and have additional responsibilities. All Short-term Intervention workers will complete activities, such as visiting clients, updating spreadsheets and calendars, creating documents and more. For example, the service will help encourage people to engage in activities within the community and at home (such as watching TV, reading, playing games, and so on), tidy and cleaning the home, shopping, helping to tidy and clean the home, hold empathetic conversations, ensuring items of risk are removed from sight/access, and more. Whilst accessing the service, people should also be supported to maintain positive relationships with their families, friends, and existing supporters. We are looking at recruiting a diverse mix of male and females with various skillsets and backgrounds so that staffing can be matched as accurately as possible to individual’s referred and their presenting needs. The Short-term Intervention team will work closely with the Intensive Support Team (IST) and the Specialist Autism Team (SAT) teams to accept referrals, provide regular up to date information and share best practices. You will deliver care and support which is underpinned by key practices including, but not necessarily limited to: an embedded Positive Behaviour Support Framework Management of Actual or Potential Aggression Trauma Informed Care CAMM vacancy About you Possession of good communication and compassion skills (written and verbal) and ability to adapt these for working with a variety of individuals and their families to ensure a clear, sensitive and trustworthy person- centered service is essential. Flexibility, patience and the awareness of the need for confidentiality, safeguarding, the ability to work in a team and take part in necessary training is important to this role. Service delivery Ensure adherence to all contractual targets and KPIs, reporting to the Short-term Intervention service Manager as required Provide practical support and ensure recording of service outcomes wherever appropriate Proactively work with a wider team of professionals Support with the creation / expansion of a Voluntary, Community, and Social Enterprise (VCSE) service directory Refer service users across to other VCSE organisations / teams for holistic support Sit with service users to keep them safe and improve wellbeing whilst clinical teams mobilise and begin clinical support Work closely with the Intensive Support Team (IST) and the Specialist Autism Team (SAT) Work in accordance to shift patterns (12 hours with 4 days on / 4 days off) Administration Ensure all interactions are recorded correctly and kept up to date. Hand-over support of a service user (where support for service users spans multiple shifts) clearly, concisely and in a timely manner. Clearly communicate with the Intensive Support Team (IST) and the Specialist Autism Team (SAT) about interactions / visits with service users Complete basic admin tasks such as updating spreadsheets, adding events to calendars, completing word document reports and navigating around a central storage site. Other duties and responsibilities Carry out any other tasks which may be within the scope of the post to ensure the effective delivery and development of the service. Undertake relevant training in accordance with the role Abide by health and safety guidelines and share responsibility for own safety and that of colleagues. Dedicated time to complete individual/team development and debrief, service development, administration and reporting, and attendance at required meetings CAMM vacancy Person Specification Essential Experience of supporting and understanding the needs of individuals living with ASC and LD /their families/carers and professionals in this sector. Excellent communicator with different teams across the VCSE and health sector Ability to work in a high-pressure environment and meet targets. Ability to analyse and interpret complex information and produce and present clear reports verbally and in writing. Have a dedicated approach and awareness of equality, diversity and inclusion Have a full UK driving license, have access to own vehicle and have business insurance Experience in working shift patterns or out of hours work Experienced in lone working Demonstration of safeguarding knowledge and application Knowledge of person-centered care, assistive technology and sensory sensitivity. Ability to adhere to NICE guidelines and care plans Ability to meet the unique needs of the service users such as gender or culture. Adaptable to environments and have an ability to be present in people’s homes for long periods of time Have a basic understanding of Microsoft applications and basic computer skills. Desirable Prior training in challenging behaviour and high-level de-escalation techniques and strategies, as well as restraint or emergency management, positive behaviour support (PBS). For example, BILD accredited, PROACT-SCIP, MAPPA, NAPPI. Fluent in a variety of languages such as Punjabi, Urdu, Gujarait, Eastern European Overview of Citizens Advice Mid Mercia Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members. Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support and advocacy services. Services are delivered across South Derbyshire, Derby City, East Staffordshire (Burton-upon-Trent and Uttoxeter) and Tamworth. Citizens Advice Mid Mercia has over 60 members of staff and many volunteers delivering services from four main offices and community venues. Our CORE values. Communicate: We will be consistent, positive, passionate, and listen. Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions. Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality. Effective: We will deliver quality, focus on detail and be professional. CAMM vacancy Probation Period: 9 months – with possible extension if performance review is required. Benefits: 28 days annual leave plus bank holidays pro rata. Up to 5% pension contribution, access to 24/7 counselling service, support whilst on shift from management, full accredited training provided. Positive Employment: We welcome applications from people with disabilities and a variety of backgrounds. In accordance with Citizens Advice national policy, the successful candidate will be screened by the DBS. Want to chat about this role? If you want to chat about the role further, you can contact Sneeta Binning (Contract Manager) on 07901 143079 or Jessica Bingham (Short-term Intervention Service Manager) on 07823 799201 or email staff@citizensadvicemidmercia.org.uk . CAMM vacancy
Citizens Advice Mid Mercia
23,810 - 24,750 per year
Church Gresley (DE11 9NR) and Derby city (DE24 8BF)
Part-time
Thank you for your interest in working at Citizens Advice Mid Mercia. The following information should give you all that you need to apply for this role and an idea about what it means to work at our organisation. Job Title Autism Project Officer Salary £23,810 - £24,750 p/a (depending on experience) Hours of work 37.5, Monday to Friday, 9am-5pm (on occasion work outside of these hours may be needed in order to attend events) Hybrid Working – a minimum of 3 days per week from one of our offices or in the community and 2 days a week working from home. Our offices are in Church Gresley (DE11 9NR) and Derby city (DE24 8BF). There may also be occasional travel across Derbyshire and Derby for which travel expenses will be paid. Fixed Term Contract – 30th November 2026 with possible extension dependant on funding. When position is filled. TBC ASAP Location Status Closing date Interview date Start date TO APPLY Please send a copy of your CV with a cover letter, explaining why you would be suitable for this role. This is to be sent as soon as possible to: staff@citizensadvicemidmercia.org.uk (We reserve the right to end early should a candidate be successful) The Autism Service For the past five years, we have designed, developed and delivered several contracts relating to autism and neurodivergence within the East Midlands. This has enabled us to further develop our knowledge and experience of supporting autistic and neurodivergent individuals and their families and carers, as well as working collaboratively with a wide range of partners and stakeholders to develop the right support for individuals within our local communities. Citizens Advice Mid Mercia currently have three autism services that support the neurodivergent community across Derby and Derbyshire. These services include the Autism Information and Advice Service, The South Derbyshire Neurodevelopmental Hubs (ND Hubs) and The Community of Practice (CoP). Please see more information about each service below: The Autism Information and Advice Service The Autism Information and Advice Service is a service commissioned by Derby City Council and Derbyshire County Council to provide information and guidance to autistic individuals, their families, carers and professionals living or working within Derby city or Derbyshire county. The service provides this support through their free helpline service which can be accessed every weekday from 9am to 5pm, as well as via email for those with differing communication needs. Support can also be accessed face to face at our regular drop-in events which take places three times a month within community locations across Derby city and wider Derbyshire. The service also delivers free autism awareness training to professionals and provides free parents/carer workshops to help raise awareness of autism in the locality for specific groups working with or supporting the autistic community. In addition to this, the service also runs a regular online Autism Alliance once a month that provides the autistic community with a platform to share experiences and access peer support from other members of the autistic community. The South Derbyshire Neurodevelopmental Hubs (ND Hubs) The South Derbyshire Neurodevelopmental Community Hubs is a free service commissioned by the NHS/Joined Up Care Derbyshire to provide information and guidance (IAG) to children, young people and families in the South Derbyshire area that may be neurodivergent. No diagnosis is needed to access the service, as the service is designed to support families that are currently awaiting assessment to ensure they can access holistic support and information whilst they wait. Clients can access face to face support at our weekly hubs which take place in the local community every Monday or can also access support through our phoneline or email service which is open every weekday from 9am to 5pm. The Community of Practice The Community of Practice (CoP) is a group of people who share a concern or passion regarding autism, learning disability and neurodiversity. The aim of the CoP is to better understand current services and gaps in provision. It enables originations and those with lived experience to come together to co-produce solutions to any identified issues. It is intended to be a new way of commissioning services by the NHS Derby and Derbyshire Integrated Care Board who can also allocate funding for new services (work packages). We are now recruiting for a 37.5 hour per week Autism Project worker to join our existing team to support with the above projects. Role Summary The Autism Project Officer is responsible for working across all projects to support the day to day running of all autism services at Citizens Advice Mid Mercia (including any new projects we may have in the future). This currently includes overseeing the Autism Information and Advice service, The South Derbyshire Neurodevelopmental Community Hub Service and our Community of Practice (CoP). This will include overseeing the phonelines and inboxes, delivering drop-ins and training sessions, attending, co-hosting and hosting events and meetings and completing stakeholder engagement and social media on behalf of all services. Please see a breakdown of the roles and responsibilities below: Roles and Responsibilities: The Autism Information and Advice Service Helpline and Email Support: To support with the management of the autism service inbox, ensuring all queries are answered/clients receive support from an advisor within service KPIs. To oversee the autism service live phoneline, ensuring all calls are answered and clients are supported within service KPIs. To interview clients over the phone using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities about the support they would like to receive from the service. To ensure all clients are supported with their issues, using up-to-date information and guidance, signposting to a range of local and national organisations where appropriate using holistic assessment and internal referrals are made to Citizens Advice Mid Mercia where appropriate. To maintain confidentiality, use discretion and sound judgement in undertaking all areas of responsibility and ensure safeguarding procedures are always followed. To support other team members as requested by the service manager, considering the capacity of the team and using the calendar to ensure smooth service delivery. To ensure all clients are sent their resources and signposting information following their appointment via email and within service KPIs. To ensure all clients are offered follow-up appointments after their initial appointments/contact with the service to ensure no further support is required and feedback is collated regarding service outcomes. Drop-ins and Celebration Events: To oversee/support with the booking of drop-in events on behalf of the service manager, ensuring these are booked for the year ahead and added to the diary with any issues being reported to the service manager. To deliver/support with three face-to-face drop-in events per month ensuring all clients are offered the appropriate level of support for their queries and showed compassion and respect. To plan, facilitate and deliver a face-to-face drop-in service event during World Autism Acceptance Month to promote autism awareness and acceptance in partnership with other providers and organisations. To plan, facilitate and deliver any other celebration events linked to World Autism Acceptance Week and other autism and neurodiversity events relevant to the service as requested by the service manager. To support with the marketing of all drop-ins and celebration events to stakeholders and organisations through the completion of daily stakeholder engagement. To support with the collation of feedback, ensuring all drop-in and event attendees are asked for feedback using various methods and formats agreed by the service manager, ensuring this is recorded on the relevant spreadsheet. To ensure all clients are sent their resources and signposting information following any support received at drop-ins via email and within service KPIs. To ensure all clients are offered follow-up appointments after any support received at drop-ins or events to ensure no further support is required and feedback is collated regarding service outcomes. To ensure drop-in and event posters are sent to venues ahead of time to advertise the event, as well any local organisations such as schools, GPs and VCSEs. Autism Awareness Training: To deliver three online Autism Awareness courses per month via Microsoft teams to professionals within Derby and Derbyshire (number of sessions may be subject to change due to contract and service). To deliver two in-person Autism Awareness parent/carer workshops to parents and carers at different locations across Derby city and wider Derbyshire (number of sessions may be subject to change due to contract and service). To deliver any additional Autism Awareness sessions to any stakeholders that have requested ad hoc training sessions for their organisations or clients (to be delivered both in-person at locations across Derby city and wider Derbyshire and online at the request of the client). To deliver any other training sessions relating to autism and neurodiversity, both in-person in different locations across Derby city and wider Derbyshire and online as requested by the service manager. To ensure all training attendees receive an email after the training is completed with copies of the slides, a certificate of attendance and a link to the feedback form. To support with the collation of feedback, ensuring all attendees are asked for feedback using various methods and formats agreed by the service manager, ensuring this is recorded on the relevant spreadsheet. Autism Alliance: To support with the facilitation of monthly Autism Alliances including writing agendas, chairing meetings, writing minutes and comms. To support with the facilitation of any ad hoc Autism Alliance sessions including writing agendas, chairing meetings, writing minutes and comms as requested by the service manager. To create resources and social media posts advertising the Alliance, as well as the creation of support documents based on the themes of each month’s Alliance, co-produced by the Autism Alliance community to be distributed to members and the mailing list each month. Community Engagement and Social Media: To liaise with stakeholders and attend meetings and events on behalf of the service that would be beneficial for service promotion or the support of clients (including out of office hours where required). To work with stakeholders in local authorities to develop joined up approaches to service delivery and the development of new provision and take a leading role on their execution with support from the service manager. To build good working relationships with large stakeholders, such a hospitals, universities, colleges, schools, and so on, with the goal of both promoting the service and developing collaborative working initiatives including referral pathways and possible partnership opportunities. To take detailed notes at all meetings and feedback to the service manager, ensuring spreadsheets are updated following each meeting. To work with local providers and organisations to better identify and support the autistic community. To oversee/support with the marketing of all service elements to stakeholders and organisations through the completion of stakeholder engagement with a wide range of stakeholders, taking responsibility for making new contacts and ensuring existing contact lists are updated. To ensure all stakeholder engagement targets and KPIs are met and recorded each day. To develop promotional literature and resources for all elements of the service (including: IAG, drop-ins and celebration events, training and any other areas as requested by the service manager), ensuring these are disseminated to stakeholders and out in the community to ensure intake and engagement meets service KPIs. To create media content and marketing materials to promote all elements of the service including IAG, drop-ins and celebration events, training and any other areas as requested by the service manager. To produce and post social media posts each day (including service promotion and autism awareness posts), responding to messages in the inbox in a timely manner and reporting any negative messages or complaints, ensuring all contacts are recording on the relevant spreadsheets. To support with the production of our newsletter, providing current and engaging content for the autistic community, ensuring this is distributed to the mailing list each quarter (or as requested by the service manager). Administration: To accurately record details of all client contact, appointments and next steps onto the organisation’s case management system (Casebook) and internal logs such as Excel sheets, ensuring these are completed by the end of each day and within organisation KPIs. To ensure all spreadsheets relating to service delivery (including client contacts, drop-ins, training and stakeholder engagement) are completed by the end of each day to ensure these are kept up to date for our records and reports. To oversee the autism service mailing list, ensuring all new contacts are added to the spreadsheet and any clients that request to unsubscribe are removed in accordance with GDPR. To ensure all service KPIs and daily/weekly targets are met, and these are recorded on the spreadsheet with any issues being communicated to the service manager. To keep detailed records of all work completed and produce monthly and quarterly reports summarising work completed for the service. To complete monthly client and professional case studies for The Autism Information and Advice Service and any other case studies that might be needed as requested by the service manager. To support with the production of helpline resources for the service such as call handling procedures, escalation procedures and helpline scripts. The South Derbyshire Neurodevelopmental Community Hubs Service ND Hub (Drop-ins): To oversee/support with the booking of weekly ND Hub drop-ins in at least two locations across South Derbyshire on behalf of the service manager, ensuring these are booked for the year ahead and added to the diary with any issues being reported to the service manager. To deliver/support with weekly (at least one per week) face-to-face ND Hub drop-in events ensuring all clients are offered the appropriate level of support for their queries and showed compassion and respect. To oversee/support with the booking of weekly satellite hub drop-ins at existing groups within the local community such as school coffee mornings, parent and child group etc, ensuring these are booked for the year ahead and are added to the diary with any issues being reported to the service manager. To deliver/support with weekly (at least once per week) face-to-face ND Hub satellite drop-ins within the local community, events ensuring all clients are offered the appropriate level of support for their queries and showed compassion and respect. To support with the marketing of all ND Hub drop-ins to stakeholders and organisations through the completion of daily stakeholder engagement. To support with the collation of feedback, ensuring all drop-in attendees are asked for feedback using various methods and formats agreed by the service manager, ensuring this is recorded on the relevant spreadsheet. To ensure all clients are sent their resources and signposting information following any support received at drop-ins via email and within service KPIs. To ensure all clients are offered follow-up appointments after any support received at drop-ins or events to ensure no further support is required and feedback is collated regarding service outcomes. To ensure drop-in and event posters are sent to venues ahead of time to advertise the event, as well any local organisations such as schools, GPs and VCSEs. Helpline and Email Support: To support with the management of the ND Hubs service inbox, ensuring all queries are answered/clients receive support from an advisor within service KPIs. To oversee the ND Hubs service live phoneline, ensuring all calls are answered and clients are supported within service KPIs. To interview clients over the phone using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities about the support they would like to receive from the service. To ensure all clients are supported with their issues, using up-to-date information and guidance, signposting to a range of local and national organisations where appropriate using holistic assessment and internal referrals are made to Citizens Advice Mid Mercia where appropriate. To maintain confidentiality, use discretion and sound judgement in undertaking all areas of responsibility and ensure safeguarding procedures are always followed. To support other team members as requested by the service manager, considering the capacity of the team and using the calendar to ensure smooth service delivery. To ensure all clients are sent their resources and signposting information following their appointment via email and within service KPIs. To ensure all clients are offered follow-up appointments after their initial appointments/contact with the service to ensure no further support is required and feedback is collated regarding service outcomes. Training and Workshops: To oversee/support with the booking of internal training sessions and workshops with external providers in relation to neurodiversity at the direction of the service manager, ensuring these are booked for the year ahead and added to the diary with any issues being reported to the service manager. To oversee/support with the bookings of clients onto training and workshops delivered by the ND Hubs and external providers, ensuring numbers are inline with our internal policies and procedures and health and safety policies are followed. To oversee/support/deliver internal training and workshops with external providers as requested by the service manager, ensuring the training is engaging, informative and that clients are fully supported. To ensure all training attendees receive an email after the training is completed with copies of the slides, a certificate of attendance and a link to the feedback form. To support with the collation of feedback, ensuring all attendees are asked for feedback using various methods and formats agreed by the service manager, ensuring this is recorded on the relevant spreadsheet. Celebration Events: To plan, facilitate and deliver celebration events linked to neurodiversity or relevant to the service as requested by the service manager. To support with the marketing of celebration events to stakeholders and organisations through the completion of stakeholder engagement. To support with the collation of feedback, ensuring event attendees are asked for feedback using various methods and formats agreed by the service manager, ensuring this is recorded on the relevant spreadsheet. Community Engagement and Social Media: To liaise with stakeholders and attend meetings and events on behalf of the service that would be beneficial for service promotion or the support of clients (including out of office hours where required). To build good working relationships with large stakeholders, such a hospitals, universities, colleges, schools, and so on, with the goal of both promoting the service and developing collaborative working initiatives including referral pathways and possible partnership opportunities. To take detailed notes at all meetings and feedback to the service manager, ensuring spreadsheets are updated following each meeting. To work with local providers and organisations to better identify and support neurodiverse children and families living within South Derbyshire. To oversee/support with the marketing of all service elements to stakeholders and organisations through the completion of stakeholder engagement with a wide range of stakeholders, taking responsibility for making new contacts and ensuring existing contact lists are updated. To ensure all stakeholder engagement targets and KPIs are met and recorded each day. To develop promotional literature and resources for all elements of the service (including: ND Hubs drop-ins and satellites, the ND Hubs helpline, training and workshops, celebration events and any other areas as requested by the service manager), ensuring these are disseminated to stakeholders and out in the community to ensure intake and engagement meets service KPIs. To create media content and marketing materials to promote all elements of the service including ND Hub drop-ins and satellites, the ND Hubs helpline and email support, training and workshops, celebration events and any other areas as requested by the service manager. To produce and post social media posts each day (including service promotion and neurodiversity awareness posts), responding to messages in the inbox in a timely manner and reporting any negative messages or complaints, ensuring all contacts are recording on the relevant spreadsheets. To support with the production of our newsletter, providing current and engaging content for the neurodiverse community, ensuring this is distributed to the mailing list each quarter (or as requested by the service manager). Administration: To accurately record details of all client contact, appointments and next steps onto the organisation’s case management system (Casebook) and internal logs such as Excel sheets, ensuring these are completed by the end of each day and within organisation KPIs. To ensure all spreadsheets relating to service delivery (including client contacts, drop-ins, training and stakeholder engagement) are completed by the end of each day to ensure these are kept up to date for our records and reports. To oversee the ND Hubs service mailing list, ensuring all new contacts are added to the spreadsheet and any clients that request to unsubscribe are removed in accordance with GDPR. To ensure all service KPIs and daily/weekly targets are met, and these are recorded on the spreadsheet with any issues being communicated to the service manager. To keep detailed records of all work completed and produce monthly and quarterly reports summarising work completed for the service. To complete monthly client and professional case studies for The South Derbyshire Neurodevelopmental Community Hubs service and any other case studies that might be needed as requested by the service manager. To support with the production of helpline resources for the service such as call handling procedures, escalation procedures and helpline scripts. The Community of Practice (CoP): COP Service: To support with the planning and facilitation of monthly CoP meetings including writing agendas, chairing meetings, writing minutes and comms. To support with the planning and facilitation of special event CoP meetings relating to work packages including writing agendas, chairing meetings, writing minutes and comms. To support with the management of the CoP inbox ensuring all clients receive support from an advisor within individual service KPIs. To support with the collation of feedback, ensuring all attendees and members of the CoP are asked for feedback using various methods and formats agreed by the service manager, ensuring this is recorded on the relevant spreadsheet. Community Engagement and Social Media: To liaise with stakeholders and attend meetings and events on behalf of the service that would be beneficial for service promotion and growing the CoP community (including out of office hours where required). To support with the marketing of the CoP to stakeholders and organisations through the completion of daily stakeholder engagement. To create and post social media and resources for the CoP, ensuring all resources are up to-date and use neuro affirming language based on the service’s core values as agreed by the service manager. To build good working relationships with large stakeholders, such a hospitals, universities, colleges, schools, and so on, with the goal of both promoting the service and developing collaborative working initiatives including new members and attendees to our monthly meetings. To take detailed notes at all meetings and feedback to the service manager, ensuring spreadsheets are updated following each meeting. To work with local providers and organisations to better identify and support the needs of autistic individuals and people with learning disabilities living in Derby city and wider Derbyshire. To oversee/support with the marketing of all service elements to stakeholders and organisations through the completion of stakeholder engagement with a wide range of stakeholders, taking responsibility for making new contacts and ensuring existing contact lists are updated. To ensure all stakeholder engagement targets and KPIs are met and recorded each day. Administration: To ensure all spreadsheets relating to the CoP are completed by the end of each day to ensure these are kept up to date for our records and reports. To oversee the CoP mailing list, ensuring all new contacts are added to the spreadsheet and any clients that request to unsubscribe are removed in accordance with GDPR. To ensure all service KPIs and daily/weekly targets are met, and these are recorded on the spreadsheet with any issues being communicated to the service manager. To keep detailed records of all work completed and produce monthly and quarterly reports summarising work completed for the service. To complete case studies for the CoP as requested by the service manager. General Administration (All Services) To ensure that all communications are professionally written to a high standard. To use various IT packages for record keeping. To be a point of contact for volunteers in the team. To support with service queries from volunteers, knowing when to escalate information to the Autism Service Manager (e.g., safeguarding). To ensure all work conforms to CAMM’s systems and procedures. To carry out any other tasks which may be within the scope of the post to ensure the effective delivery and development of the service. To undertake relevant training in accordance with the role. To be willing to support colleagues and other services within CAMM should that be required. To agree to support any services in CAMM and any other business needs. To abide by health and safety guidelines and share responsibility for own safety and that of colleagues, including completing risk assessments ahead of events. To dedicate time to complete individual/team development, service development, administration and reporting, and attendance at required meetings. To abide by safeguarding, GDPR, and health and safety guidelines and share responsibility for own safety, that of colleagues and clients. To have an empathetic and professional manner when supporting clients, always upholding the Citizens Advice Mid Mercia CORE values either face to face or over the phone. Professional Development To keep up to date with legislation, policies and procedures and undertake appropriate training – especially in relation to understanding autism and neurodivergence. Prepare for and attend supervision sessions/team meetings/staff meetings/external meetings as appropriate. Person Specification Essential: Excellent organisational skills to ensure smooth service delivery. Experience of providing advice or information through various channels including over the telephone. Knowledge of the issues and barriers experienced by autistic and neurodivergent individuals. Experience of coordinating group sessions or activities. Experience of adapting approaches, communication and information to a varied group of people. Experience of delivering services in compliance with GDPR and data protection legislation. Knowledge of client recording systems or databases. Proven experience of delivering training to groups, teaching, or mentoring. Excellent verbal and written communication skills. Ability to use a variety of IT/digital systems and packages including Microsoft Word, Excel, Outlook and PowerPoint. Experience of managing time against competing priorities and a varied workload. The ability to monitor and maintain service delivery against agreed targets in a busy environment. Experience of assisting others to identify knowledge gaps and aid their personal development. Experience of managing time, against competing priorities and a varied workload with the ability to monitor and maintain service delivery against agreed targets in a busy environment. Good interpersonal skills and client care skills. Commitment to Citizens Advice Mid Mercia’s Core Values. Ability to successfully work as part of a team. Ability to be flexible and adaptable to meet the needs of the service Have a full UK driving licence, have access to own vehicle and have business insurance. Desirable: Good understanding of the Autism Act 2009 and autism strategies and how this relates to the lives of individuals living with autism and neurodivergence. Experience of working with and/ or mentoring volunteers. Be an Expert by Experience (including autism and other types of neurodivergence). Experience of working with autistic and neurodivergent people, including advising and/or advocating. Experience of working with children and families, including advising and/or advocating. Experience of working with people with learning disabilities, including advising and/or advocating. Want to chat about this role? In accordance with Citizens Advice national policy, the successful candidate will be screened by the DBS. If you want to chat about the role further, you can contact Anna Tyson (Autism Service Manager) by calling 07495391526. Probation Period: 9 months – with possible extension if performance review is required. Benefits: 28 days annual leave plus bank holidays pro rata. (FTE - 3 days to be taken over the Christmas period) Up to 5% pension contribution dependent on salary. Positive Employment: We welcome applications from people with disabilities and a variety of backgrounds Our CORE Values Communicate: We will be consistent, positive, passionate, and listen. Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions. Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality. Effective: We will deliver quality, focus on detail and be professional. Overview of Citizens Advice Mid Mercia Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members. Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support and advocacy services. Services are delivered across South Derbyshire, Derby City, East Staffordshire (Burton-upon- Trent and Uttoxeter) and Tamworth. Citizens Advice Mid Mercia has over 60 members of staff and many volunteers delivering services from four main offices and community venues.
Citizens Advice Mid Mercia
30,000 - 35,000 per year
Hybrid Working – a few days per week from one of our offices (Swadlincote and Derby) and a few days from home
Part-time
Bid Writer Job pack Thanks for your interest in working at Citizens Advice Mid Mercia. This job pack should give you everything you need to know to apply for this role and what it means to work at Citizens Advice. In this pack you’ll find: Overview of Citizens Advice and Citizens Advice Mid Mercia The role profile and personal specification Terms and conditions Our values 3 things you should know about us Want to chat about this role? For an informal chat about the role, contact Emma Crosby (ecrosby@citizensadvicemidmercia.org.uk) or Debbie Hilton-Barber (dbarber@citizensadvicemidmercia.org.uk), sharing your telephone number and preferred contact time. The role Citizens Advice Mid Mercia (CAMM) are a growing organisation with a diverse portfolio, including multiple public sector health and social care services, alongside our traditional advice services. To support our continued growth, we are seeking an experienced Bid Writer to join our established funding team. The successful candidate will be required to develop persuasive, compelling, compliant bid responses that support our expansion into existing and new markets. Role profile • Proposal Development: Write, edit, and develop high-quality bid responses, ensuring that they effectively communicate CAMM’s goals, strategies, and desired outcomes. • Collaboration: Collaborate closely with operations managers, finance, and other relevant staff to gather information, data, budget details, and develop service delivery models, necessary for bid submissions. • Stakeholder Engagement: work alongside partners to co-develop joint applications/tenders, gathering information as needed. • Content Creation: Create compelling content, such as case studies, diagrams, and impact reports, to support high quality responses. • Feedback: Actively seek feedback on both successful and unsuccessful proposals to inform future bids and to improve overall quality standards. Person specification Essential: • Evidence in producing high quality bids for public sector health or social care contracts (preferably within a charity or not-for-profit environment) with strong focus on attention to detail. • Strong understanding of commissioning processes and frameworks • Strong research and analytical skills to identify and evaluate funding opportunities and tender requirements. • Excellent organisational skills and ability to manage complex tenders, precise scheduling and multiple and shifting priorities. • Ability to work collaboratively with the funding and development team and subject matter experts to ensure all available are captured within the written submission and sufficiently evidenced where possible. • Excellent proficiency in MS Office. • Possession of a full driving licence and use of a car. Desirable • APMP Foundation (Practitioner or Professional level desirable) • Knowledge of relevant service areas (e.g. health, social care, community services, and advice) Terms and conditions Location: Hybrid Working – a few days per week from one of our offices (Swadlincote and Derby) and a few days from home depending on service needs. Pay Scale: £30,000 - £35,000 dependent upon experience Employment Status: Permanent Reports to: Development Manager or Proposal Manager Work Pattern: 37.5 hours per week Start Date: asap Probation Period: 9 months – with possible extension if performance review is required. What we give our staff 28 days annual leave plus bank holidays. Up to 5% pension contribution. Ongoing professional development opportunities. Access to Employee Assistant Programme. How to apply Please visit our website for an application form and job guidance notes here: https://www.citizensadvicemidmercia.org.uk/vacancies/ We look forward to receiving your application. Please do contact us if you have any questions. Citizens Advice Mid Mercia values diversity, promotes equality and challenges discrimination. We encourage and welcome applications from people of all backgrounds. Our CORE values Communicate: We will be consistent, positive, passionate, and listen Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality Effective: We will deliver quality, focus on detail and be professional 3 things you should know about us 1. We’re local and we’re national. We have 6 national offices and offer direct support to people in around 300 independent local Citizens Advice services across England and Wales. 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. Overview of Citizens Advice The Citizens Advice service is made up of Citizens Advice - the national charity - and a network of around 300 local Citizens Advice members. This role sits our network of independent charities, delivering services from over 600 local Citizens Advice outlets over 1,800 community centres, GPs’ surgeries and prisons They do this with: 6,500 local staff over 23,000 trained volunteers Our reach means 99% of people in England and Wales can access a local Citizens Advice within a 30 minute drive of where they live.
Citizens Advice Mid Mercia
28,000 - 34,000 per year
Church Gresley/Derby/Tamworth
Full-time
Job Title: Office and Facilities Manager Responsible to: Head of Compliance & Central Support Salary Scale: Job location: £28,000 - £34,000 (FTE) per annum dependent upon experience Travel between offices, as required - Church Gresley/Derby/Tamworth - with potential for hybrid working, as business need allows Work Pattern: Monday to Friday, 37.5 hours per week Role purpose: The Office and Facilities Manager serves as the lead for the effective and safe running of all Citizens Advice Mid Mercia (CAMM) premises, ensuring an optimal working environment for all stakeholders including clients and visitors. The role balances operational excellence, regulatory health & safety compliance, asset control, and facilities oversight to support CAMM’s objectives and values. Acts as the main point of contact for facilities, H&S, and office equipment queries. Main Duties and Responsibilities: Team management and administration: • Line manage the central administration and reception team which includes volunteers • Recruit, induct and train new members, conduct 1:1s and proactively monitor performance • Schedule and oversee monthly team meetings Facilities Management: • Oversee the smooth day-to-day running of the offices, ensuring they are clean, secure and well-maintained • Arrange planned preventative maintenance and coordinate reactive repairs with contractors and suppliers • Manage security arrangements including key/fob distribution, alarm systems and access control • Liaise with landlords, as needed • Monitor and manage utilities usage, seeking opportunities for cost and energy savings • Maintain accurate records of compliance inspections, incidents, and maintenance Job Title: Office and Facilities Manager reports. Health & Safety: • Ensure a safe and secure environment for all stakeholders and report on risks or areas of concern • Conduct and maintain risk assessments for all office activities and environments, including outreach venues • Coordinate fire safety, including emergency evacuation plans, fire drills, alarm testing, fire marshal and first aid training • Conduct building tours for new starters • Ensure Display Screen Equipment (DSE) assessments are carried out for all staff and volunteers • Oversee accident/incident reporting, investigation and record-keeping • Provide H&S induction and ongoing training for staff and volunteers • Keep up to date with legislative changes and best practice guidance Equipment & Asset Management • Manage the issue, return, and record-keeping of all organisational equipment, including IT hardware (laptops, monitors, peripherals), telecoms and other operational tools • Maintain accurate asset registers and inventories for all locations • Monitor stock levels of essential equipment and office supplies, procuring replacements in line with budget approvals • Coordinate with the IT/Telecoms providers to support onboarding, equipment setup and decommissioning • Review and update operating procedures for all technical/IT equipment, as necessary, and conduct training sessions for staff/volunteers for equipment operation, as appropriate Space Planning & Resource Management • Plan and allocate workspace to optimize efficiency and meet business needs • Assist with office moves, relocations, or reconfigurations, including desk set-up and equipment provision • Manage the procurement and disposal of office furniture in line with sustainability and cost-efficiency principles • Oversee the proper use and functioning of meeting rooms and shared facilities Other duties and responsibilities • Draft, update, and distribute office, facilities, and H&S procedures • Present on behalf of the Head of Compliance & Central Support in facilities/H&S- related matters, when required • Attend organisation induction, operational/other management meetings to disseminate information or present reports • Greet clients and other visitors to the premises • Abide by H&S, safeguarding and GDPR guidelines Job Title: Office and Facilities Manager • Undertake any other relevant duties that may be reasonably requested by the Head of Compliance & Central Support to ensure the smooth running of the department • Approach tasks with enthusiasm, drive and a can-do attitude • Flexible approach to working hours as required by the needs of the business CORE VALUES All members of the organisation will commit to: • Communicate: We will be consistent, positive, passionate and listen. • Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions. • Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality. • Effective: We will deliver quality, focus on detail and be professional. Job Title: Office and Facilities Manager Person Specification 1. Proven experience in office or administration team management/supervision, or a similar role Proven strong knowledge of Microsoft Office 365 Applications and experience of case management systems Proven experience in maintenance coordination, facilities management or a similar role Specialist knowledge of H&S legislation (minimum IOSH Managing Safely) and best practices or working towards this Demonstrable ability to work under pressure, to deadlines, in a very past paced environment Thorough with good attention to detail and a systematic approach to managing tasks Proven analytical and problem-solving skills Excellent communication and interpersonal abilities Clear demonstrable experience in improving processes and effective decision making Use of own vehicle and full clean driving licence Willingness to travel to different office locations, according to business need Experienced in implementing and managing health & safety information management systems Experience of dealing with safeguarding issues Experience of working in a voluntary organisation Essential Desirable x x x x x x x x x x x x x x 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 15. 16. Job Title: Office and Facilities Manager
Citizens Advice Mid Mercia
26,754 per year
Derbyshire and Derby City
Full-time
Thank you for your interest in working at Citizens Advice Mid Mercia. The following information should give you all that you need to apply for this role and an idea about what it means to work at Citizens Advice. Job Title Short Term Intervention worker Salary £26,754 p/a Hours of work 12-hour shifts flexible over days and nights. Day shift – 8.30am – 8.30pm, Night shift – 8.30pm – 8.30am Location Status Travelling around Derbyshire and Derby City (Working in clients’ homes on a 121 basis) Office base - Derby City, South Derbyshire and working from home. Fixed term contract until end of September 2025 – possible extension depending on funding Start Date ASAP The Service Aim Derbyshire Healthcare NHS Foundation Trust, on behalf of Joined Up Care Derbyshire (JUCD), have funded a 'Short Term Intervention' pilot, which started in July 2023, for people aged 18+ with learning disabilities and / or are autistic living independently, or with family/friends/carers, and receive little to no support, who may be reaching crisis point and becoming at risk of a mental health hospital admission or family/carer breakdown. The service will be part of their local hospital avoidance pathway, to prevent clinically inappropriate hospital admissions and to provide credible alternatives to hospitals in the community. The service will work closely with the local Intensive Support Team (IST) and the Specialist Autism Team (SAT) to deliver non-clinical interventions to support service users whilst clinical support is mobilised and delivered. The service will be available across Derby and Derbyshire for 365 days per year, on a 24/7 basis where support will be mobilised to a person within 2 hours of their referral being accepted. The primary aim of the service is to ‘sit’ with service users to keep them safe and improve wellbeing whilst clinical teams mobilise and begin clinical support. The below case study provides an example of how people from Derby and Derbyshire may benefit from this service and the type of support you will be providing. CAMM vacancy The Role The Short-term Intervention worker will be part of an inclusive team empowered to provide non-clinical support, to those with learning disabilities and who are / or autistic, focusing on matters that are important to them by encouraging structured activity whilst ensuring they are kept safe, and their wellbeing is improve. There will be a lead on each shift, who will support both the manager and other colleagues and have additional responsibilities. All Short-term Intervention workers will complete activities, such as visiting clients, updating spreadsheets and calendars, creating documents and more. For example, the service will help encourage people to engage in activities within the community and at home (such as watching TV, reading, playing games, and so on), tidy and cleaning the home, shopping, helping to tidy and clean the home, hold empathetic conversations, ensuring items of risk are removed from sight/access, and more. Whilst accessing the service, people should also be supported to maintain positive relationships with their families, friends, and existing supporters. We are looking at recruiting a diverse mix of male and females with various skillsets and backgrounds so that staffing can be matched as accurately as possible to individual’s referred and their presenting needs. The Short-term Intervention team will work closely with the Intensive Support Team (IST) and the Specialist Autism Team (SAT) teams to accept referrals, provide regular up to date information and share best practices. You will deliver care and support which is underpinned by key practices including, but not necessarily limited to: an embedded Positive Behaviour Support Framework Management of Actual or Potential Aggression Trauma Informed Care CAMM vacancy About you Possession of good communication and compassion skills (written and verbal) and ability to adapt these for working with a variety of individuals and their families to ensure a clear, sensitive and trustworthy person- centered service is essential. Flexibility, patience and the awareness of the need for confidentiality, safeguarding, the ability to work in a team and take part in necessary training is important to this role. Service delivery Ensure adherence to all contractual targets and KPIs, reporting to the Short-term Intervention service Manager as required Provide practical support and ensure recording of service outcomes wherever appropriate Proactively work with a wider team of professionals Support with the creation / expansion of a Voluntary, Community, and Social Enterprise (VCSE) service directory Refer service users across to other VCSE organisations / teams for holistic support Sit with service users to keep them safe and improve wellbeing whilst clinical teams mobilise and begin clinical support Work closely with the Intensive Support Team (IST) and the Specialist Autism Team (SAT) Work in accordance to shift patterns (12 hours with 4 days on / 4 days off) Administration Ensure all interactions are recorded correctly and kept up to date. Hand-over support of a service user (where support for service users spans multiple shifts) clearly, concisely and in a timely manner. Clearly communicate with the Intensive Support Team (IST) and the Specialist Autism Team (SAT) about interactions / visits with service users Complete basic admin tasks such as updating spreadsheets, adding events to calendars, completing word document reports and navigating around a central storage site. Other duties and responsibilities Carry out any other tasks which may be within the scope of the post to ensure the effective delivery and development of the service. Undertake relevant training in accordance with the role Abide by health and safety guidelines and share responsibility for own safety and that of colleagues. Dedicated time to complete individual/team development and debrief, service development, administration and reporting, and attendance at required meetings CAMM vacancy Person Specification Essential Experience of supporting and understanding the needs of individuals living with ASC and LD /their families/carers and professionals in this sector. Excellent communicator with different teams across the VCSE and health sector Ability to work in a high-pressure environment and meet targets. Ability to analyse and interpret complex information and produce and present clear reports verbally and in writing. Have a dedicated approach and awareness of equality, diversity and inclusion Have a full UK driving license, have access to own vehicle and have business insurance Experience in working shift patterns or out of hours work Experienced in lone working Demonstration of safeguarding knowledge and application Knowledge of person-centered care, assistive technology and sensory sensitivity. Ability to adhere to NICE guidelines and care plans Ability to meet the unique needs of the service users such as gender or culture. Adaptable to environments and have an ability to be present in people’s homes for long periods of time Have a basic understanding of Microsoft applications and basic computer skills. Desirable Prior training in challenging behaviour and high-level de-escalation techniques and strategies, as well as restraint or emergency management, positive behaviour support (PBS). For example, BILD accredited, PROACT-SCIP, MAPPA, NAPPI. Fluent in a variety of languages such as Punjabi, Urdu, Gujarait, Eastern European Overview of Citizens Advice Mid Mercia Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members. Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support and advocacy services. Services are delivered across South Derbyshire, Derby City, East Staffordshire (Burton-upon-Trent and Uttoxeter) and Tamworth. Citizens Advice Mid Mercia has over 60 members of staff and many volunteers delivering services from four main offices and community venues. Our CORE values. Communicate: We will be consistent, positive, passionate, and listen. Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions. Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality. Effective: We will deliver quality, focus on detail and be professional. CAMM vacancy Probation Period: 9 months – with possible extension if performance review is required. Benefits: 28 days annual leave plus bank holidays pro rata. Up to 5% pension contribution, access to 24/7 counselling service, support whilst on shift from management, full accredited training provided. Positive Employment: We welcome applications from people with disabilities and a variety of backgrounds. In accordance with Citizens Advice national policy, the successful candidate will be screened by the DBS. Want to chat about this role? If you want to chat about the role further, you can contact Sneeta Binning (Contract Manager) on 07901 143079 or Jessica Bingham (Short-term Intervention Service Manager) on 07823 799201 or email staff@citizensadvicemidmercia.org.uk . CAMM vacancy