An exciting opportunity has arisen to join our expanding team of around 24 paid and 45 volunteer staff to further develop services across the Forth Valley region, based at Clackmannanshire Citizens Advice Bureau. We are seeking an additional member of staff to join our expanding team. Last year the bureau celebrated 50 years’ service to the community with a visit from HRH The Princess Royal, a real highlight. During these years we have provided free advice to residents of Clackmannanshire on over 19,000 issues in the last 12 months. We have recently been re-accredited at Type III by Scottish National Standards for advice providers for Housing, Debt and Benefits.

We are looking for a self starting motivated individual to provide advice, assistance and representation for clients with concerns and complaints about NHS Forth Valley. The Patient Adviser will also contribute to services provided throughout Scotland via a national PASS telephone advice line and by email and webchat via the national PASS website.

The Patient Rights (Scotland) Act was passed in February 2011. The Act created the Patient Advice and Support Service (PASS) to promote awareness of patient rights and responsibilities.

The Patient Adviser will work with the Citizens Advice Bureaux in the local health board area. The Patient Adviser will provide advice and information to clients who wish to give feedback or comments, or raise concerns or complaints. The Patient Adviser will support bureaux volunteers and liaise with external organisations, produce performance and monitoring reports; assist with the marketing and promotion of the service; and liaise with external organisations in order to maximise the efficiency and effectiveness of PASS.

The successful candidate will have the ability to:

• Promote and develop services
• Work with paid staff and volunteers within the five CAB offices across the Forth Valley.
• Work as Part of a team
• Build good working relationships with NHS staff, GP Surgery and associated partners
• Liaise with clients and manage their expectations
• Manage staff responsible for the project administration
• Advise, assist and represent clients in relevant areas of advice.
• The ability to work with a wide range of partners and manage relationships in a non-confrontational manner is essential
• Ability to manage a caseload effectively

Clackmannanshire Citizens Advice Bureau, based in Alloa, is an independent and innovative advice organisation providing holistic advice and support to local people.

The Citizens Advice network in Scotland is set to deliver a comprehensive, enhanced support service called Help to Claim. From April 2019 Clackmannanshire Citizens Advice Bureau will provide the advice and support people need to submit their claim for Universal Credit and support them through to their first payment.

Clackmannanshire Citizens Advice Bureau is looking for a client-focused individual with experience of providing specialist level advice, to join as a Help to Claim Adviser (Universal Credit) and to help ensure clients get the support they need. This includes supporting with online forms, the evidence required, and verifying their identity online.

The successful candidate must be able to demonstrate relevant recent experience and knowledge of the welfare benefit system including Universal Credit. Applicants should also demonstrate strong oral and written communication skills, be well organised and be proficient in using a range of IT tools to carry out their work, including case recording systems, Microsoft Office, benefit check programmes and be able to make and manage benefit claims.

Committed, results-driven and supportive to the needs of others, the successful applicant will be able to work both on their own initiative as well as part of a team and must be willing to follow and develop agreed procedures.

This is a unique opportunity to give citizens access to free, impartial and confidential advice helping them to make informed decisions, whenever they need it and however they choose to access it.

Employee benefits

Clackmannanshire Citizens Advice Bureau offers excellent terms and conditions, including total of 39 days leave pro-rated and a employer contribution pension scheme.

About Us

Forth Environment Link (FEL) is a Scottish environmental charity leading the way on connecting people and place. FEL supports more day to day journeys on foot or by bike; encourages more local food to be grown and eaten in our communities; and helps increase the lifespan of our everyday items.

The following values underpin our activity as an organisation:

· People first- Investing in our team to ensure we can provide tailored support where it is needed most.

· Enabling – Delivering activity in a way that is practical, easy to understand and accessible to everyone.

· Collaborative - Ensuring we work in partnership to add value where we can.

· Innovative - Testing and developing new ideas and being a catalyst for change.

· Passionate – Demonstrating a love for the environment and our place within it in everything we do.

· Fair – Working in a way that is inclusive and reflects the needs of the people and communities we work with.

Our strategic approach reflects our ambition as an organisation and recognises the role third sector will perform in delivering national outcomes at a local and regional level.

About the Project

Forth Environment Link’s (FEL) Falkirk Active Travel Hub aims to promote and increase cycling and walking for day to day journeys. Based in Falkirk High Street, the Hub provides: information and resources on cycling and walking; advice on low carbon travel options; information on and access to relevant training; partnership support and signposting to events in the local community designed to increase active travel.

About the Role

This new role will work as part of Forth Environment Link’s Active Travel team to deliver dedicated support to the pupils of Lornshill Academy, Alloa, to improve awareness of active travel choices and foster an active travel culture within the school. The project will be delivered equally between Falkirk Active Travel Hub and Lornshill Academy, where a targeted programme of engagement and activities will be delivered throughout the academic year.

You will work closely with Lornshill Academy teaching staff and pupils to identify opportunities to support and encourage more active travel journeys, ensuring that the initiative engages and informs pupils in a learning and lifestyle context.

You will be an ambassador for active travel in the community, working closely with key local stakeholders to provide cycling, walking and public transport related information and services to staff and pupils. You will develop and deliver ‘in-school’ educational programmes which will engage, encourage and support pupils to consider more environmentally friendly and physically active modes of transport contributing to health, education and attainment outcomes.

We are looking for someone who:

· Is passionate about active travel, sustainability and the environment

· Is motivated and proactive

· Has excellent organisational skills

· With customer service experience

· And, experience working in Active Travel Initiatives