About the Role
Advice Skills
· 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 Citizens Advice and other approved resources to find, interpret and communicate 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.
· Refer internally or to other specialist services as appropriate, including but not limited to welfare, debt, housing and link work support services
· Ensure that all work conforms to the organisation’s office manual and the Citizens Advice quality standard and any other funding requirements, as appropriate.
· Experience of working alone in outreach setting
Advice Giving
· To answer the phone in a clear and professional manner and take referrals from hospital staff.
· Processing of incoming referrals within a timely manner.
· Provide initial general advice, for example urgent response (food and fuel services, threats of eviction or bailiff action, contacting 3rd parties to address pressing issues such as threats of disconnection, date sensitive court action and form filling
· To take all client profile information and outline of the presenting issue/issues and to record this on casebook, supporting the efficiency of follow up appointments.
· Arrange appropriate appointments for any further stages of advice.
· Carry out appointments at outreach and via telephone
· Assist in the completion of benefit applications e.g AA, child DLA, PIP, UC50, EHNA
· Assist with Benefits reviews
ICT and administration
· Complete the required training to comply with quality assurance processes
· 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.
· Support our research and campaigns work through various channels including case studies, data collection and client consent
Professional development
Keep up to date with legislation, policies and procedures and undertake appropriate training.
Read relevant publications.
Attend relevant internal and external meetings as agreed with the line manager.
Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.
Other
Keep up to date with Citizens Advice Aims, policies and procedures and ensure these are followed.
Ensure that work reflects and supports the Citizens Advice service's equality, diversity and inclusion strategy.
Abide by health and safety guidelines and share responsibility for your own health and safety and that of colleagues.
Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.
Identify own learning and development needs and take steps to address these with your Line Manager
Ability and willingness to travel and work across a variety of Citizens Advice and Health settings across Liverpool
Requirements
1. Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues, understand emergency needs and empower clients, whilst maintaining structure and control of meetings.
2. Ability to understand statistics and check accuracy of calculations.
3. Ability to research, analyse and interpret complex information and convey it in a way that is understandable for clients.
4. Understanding of the issues affecting society and their implications for clients and service provision.
5. An awareness of the social model of health and how link worker services can support wellbeing and reduce health inequalities.
6. Ability to develop and maintain positive working relationships with a range of stakeholders.
7. Experience of providing multi-channel advice
8. Assist with research and campaigns works by providing information about clients’ circumstances
9. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
10. Ability and willingness to work both on own initiative and as part of a team.
11. A clear understanding of the requirements of a target-based workload
12. Ability to monitor and maintain own standards.
13. Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
14. A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
How to Apply
Please fill out the application form provided, please use the Person Specification to fill out Section 2. Once completed send to recruitment@caliverpool.org.uk
About us
Alder Hey Hospital has commissioned Citizens Advice Liverpool to provide patients and families who are vulnerable to the wider determinants of health with a dedicated welfare service. The service targets patients who are at risk of mental distress and or exacerbations in existing health conditions due to the wider determinants of health, and its aim is to reduce health inequalities across Liverpool by supporting families who are struggling to make ends meet. This service will also lower the demands on health services associated with non-clinical need.
To ensure that front-line health staff have easy access to social welfare support for their patients. To maximise the incomes of the most vulnerable by offering a comprehensive package of information, advice and support in relation to welfare benefits, debt management, employment and housing. Service staff will be based in secondary care settings. This service will work alongside and complement the work of Link Workers across Liverpool’s Primary Care Networks.
Advisers will provide enhanced support to clients, from first point of entry to the service. The post holder will have a split role and will move between frontline advice and follow-up appointments for multiple issues in order to support a rapid response time to the most vulnerable clients and to support a better client journey overall.
Post holder will work closely with colleagues from CAL’s Health Programme.