About Citizens Advice Edinburgh

The Citizens Advice Service was first established in Edinburgh in 1939.

Over the years it has grown to deliver services from 5 main Bureaux (Dundas Street, Gorgie/Dalry, Leith, Muirhouse and Portobello) and over 20 project/outreach locations across the capital. In 2007 the separate Bureaux merged to form Citizens Advice Edinburgh (CAE).

Through a team of core and project staff and over 70 highly trained and committed volunteers, CAE provides a free, confidential, independent and impartial service to the citizens of Edinburgh on a wide range of issues including:

• Debt and money
• Welfare Rights
• Consumer issues
• Immigration
• Employment and workforce problems
• Housing
• Relationship and family issues
• Discrimination
• Health services
• Legal rights & responsibilities

The charity is a trusted and well-respected organisation. It enjoys high levels of client satisfaction and the excellence of its training programme is widely recognised. Its volunteer workforce and paid staff are fully committed and strive, with limited resources, to provide the advice sought by thousands of clients each year.

For a full overview of all our services and current work, please visit our website at: citizensadviceedinburgh.org.uk

Summary of Role

Citizens Advice Edinburgh works in partnership with the Edinburgh Integration Joint Board to deliver an outreach advice service from 8 GP Practices in Edinburgh. 4 part-time staff members provide weekly sessions for these sites.

The present vacancy comprises ½ day client contact and ½ day follow-up work for each of the following practices: Inchpark and Southfield. Please note that the specific practices may change. The total working hours are 14 per week.

The service is delivered on site at the practices, unless restrictions prevent this, in which case advice will be temporarily delivered by phone.

The project delivers welfare rights and health-related advice to patients of the named practices. Research indicates that resolving problems with benefits, debt, employment, housing, and family issues can have a positive effect on patient health. Embedding advice services within GP Practices has also been shown to reduce repeated contact between patients and GPs, and to successfully engage clients who have not sought advice elsewhere.

The successful candidate must be experienced in giving advice, particularly in relation to benefits, including appeal and tribunal work. They must have an understanding of the role within the healthcare environment and the impact of poverty on health.

The post holder will be required to assertively develop and maintain links with NHS staff, Community Link Workers, CAE specialists and external agencies.

The health sector can be a challenging environment in which to work. Clients are frequently extremely unwell and may present with multiple, complex advice issues. In addition to possessing the necessary practical knowledge, candidates will therefore require energy and resilience to make the project a success.

Responsibilities

1. Advice work and support

• Deliver Level 1-3 advice and support to patients in accordance with the Scottish National Standards for Information and Advice Providers (Benefits/Money/Housing)
• Work confidently in a practice setting, including accessing relevant practice systems (patient records and appointment bookings)
• Deliver advice remotely by phone and email
• Ensure accurate information and advice is given
• Maintain client confidentiality and, when appropriate, share information securely and efficiently
• Assist in audit processes
• Attend training to stay abreast of current legislation and proactively engage with Continued Professional Development

2. Case Management

• Carry a specialist case load and deliver ongoing support to clients, within the project remit (combination of short-term assistance and in-depth casework)
• Refer clients to other CAE volunteer or staff specialists where appropriate
• Manage referrals to external agencies and partner organisations

3 Project reporting and statistics

• Ensure that accurate, legible and comprehensive case records are kept
• Ensure that accurate statistics are available for reports as required
• Work closely with the senior management team and funder to demonstrate successful outcomes and develop the service

4. Other duties

• Take responsibility for maintaining records and completing reports on work and activities as required for funders, auditors or publications
• Develop strong working relationships with H&SC colleagues
• Carry out promotional activities as necessary to establish and maintain a steady flow of client referrals
• Implement organisational Equality Policies
• Liaise with project colleagues to share peer support and ensure consistency of service delivery
• Any other reasonable tasks as requested by the Senior Management team

Person Specification

Essential criteria

• Completion of CAB Generalist Adviser Training or equivalent
• Recent experience of delivering advice in the key areas of welfare benefits, money, debt, housing and employment
• Ability to understand and empathise with clients facing health-related issues
• Research skills
• Good interpersonal skills and case recording ability
• Ability to establish and maintain good relationships with NHS staff, Community Link Workers and other agencies
• Ability to work independently, under pressure, and with limited resources when required
• Excellent communication and IT skills
• Ability to work flexibly and pro-actively balance workload

Desirable Criteria

• Experience and understanding of the voluntary sector
• Experience of working in partnership with colleagues in related disciplines
• Experience of working effectively in outreach settings
• Demonstrable commitment to the aims and principles of Citizens Advice

Appointment subject to Right to Work checks and Disclosure check

The impact of COVID-19 will mean that many more people will experience financial hardship and debt, some for the first time in their lives. Citizens Advice Edinburgh an established and highly respected source of local support and advice and we are putting in place the structure and resources to help make sure we are in the best place to help our local citizens when they need us most.

We are looking to recruit an exceptional Advice Services Manager, who in addition to supporting our general advice provision, will oversee the delivery of our Debt and Money Advice and our Financial Capability Services. You will be joining a team of Advice Services Managers, who will help oversee our Welfare Rights, Employment, Immigration and Housing Advice.

We are looking for people who share our vision that everyone in Edinburgh should have access to free, high quality, independent and impartial advice and support whenever they need it. Someone with expert technical knowledge and understanding of debt and money advice policy, legislation and its application.

If you have experience in the advice sector, are a strong advocate for social change and want to be part of an organisation with an incredible history of serving its local community, this could be the role for you.

Volunteers are at the heart of our service, advocating a model of community social responsibility, so a commitment to supporting volunteers is essential.

This role provides a unique opportunity to be part of one of Edinburgh’s most respected and valued community services, helping to support your fellow citizens when the need it most.

The impact of Brexit and COVID-19 will mean that many more people will find themselves out of work or struggling to maintain the income they require, due to changes in working arrangements. Many will also be concerned about changes to their rights and the health and safety of their workplace. Citizens Advice Edinburgh is an established and highly respected source of local support and advice and we are putting in place the structure and resources to help make sure we are in the best place to help our local citizens when they need us most.

We are looking to recruit an exceptional Advice Services Manager, who in addition to supporting our general advice provision, will oversee the delivery of Employment Law and Employability Advice Services. You will be joining a team of Advice Services Managers, who will help oversee our Welfare Rights, Debt and Money, Immigration and Housing Advice.

We are looking for people who share our vision that everyone in Edinburgh should have access to free, high quality, independent and impartial advice and support whenever they need it.

If you have experience in the advice sector, are a strong advocate for social change and want to be part of an organisation with an incredible history of serving its local community, this could be the role for you. Volunteers are at the heart of our service, advocating a model of community social responsibility, so a commitment to supporting volunteers is essential.

This role provides a unique opportunity to be part of one of Edinburgh’s most respected and valued community services, helping to support your fellow citizens when the need it most.

Citizens Advice Edinburgh are looking for someone to join their Pensionwise Service Team. You will provide free, independent and impartial guidance to people about their defined contribution pension options. The service involves both telephone and face to face appointments from various locations across Edinburgh. You will be providing a valuable service to people in need of pensions guidance as well as being part of the Citizens Advice Network. For more information on this unique opportunity and the benefits of working from Citizens Advice, please download our information pack.

Background:

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, to assist people to deal with issues affecting their health and wellbeing and to provide advice and support to those wishing to give feedback or comments, or raise concerns or complaints about NHS care received.

Purpose of the Post:

Patient Advisers will work with the Citizens Advice bureau/x in their local health board area and will also contribute to services provided throughout Scotland via a national PASS telephone advice line and by e mail and webchat via a national PASS website. The Patient Adviser will provide direct advice and information to clients; support bureaux volunteers to deliver information and advice relevant to the service; 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.

Citizens Advice Edinburgh are seeking an Advice Services Coordinator to cover a fixed term maternity cover. The Advice Services Coordinator, leads our team of front-line reception staff and volunteers and helps ensure that our advice services run efficiently; have access to all the resources they require and grows and adapts to the needs of the community we are here to serve. Successful applicants will have excellent resource management skills and experience of, or confidence in, facilities management.

Citizens Advice Edinburgh (CAE) exists to serve its community and meet their need for information and advice in the most accessible format. Volunteers are at the heart of that service, advocating a model of community social responsibility and resilience. A key part of this role, is to support the delivery of holistic advice, in a way that grows and adapts to the needs of the community and changes in line with policy and legislation, where volunteers from across the community are supported to gain the knowledge, skills and confidence to help others in need.

In addition, you will be responsible for the delivery of comprehensive Debt and Money Advice services across the city, in accordance with Citizens Advice Membership Standards, Scottish National Standards for Information and Advice Providers and Financial Conduct Authority Accreditation.

You will provide specialist money advice expertise, including overseeing complex case management, training, coaching and supervision of general and specialist advisers (both staff and volunteers), ensuring policy and practice meets all legal and regulatory quality of advice standards and working as part of the management team to ensure continuous development of our services.

A key part of this role will involve examining management information – primarily samples of case records and case checking – to identify any gaps in consistency of approach and practice across all CAE services relating to money advice and, in partnership with other advice services managers, the projects manager and the CEO; identifying actions that need to be taken to improve practice.

You will work as part of the management team to pro-actively ensure that we maintain the knowledge, skills, expertise and resources necessary to meet client demand for advice to the standards required.

You will monitor trends in client contact and developing social policy and legislation to help deliver on our twin aim of exercising a responsible influence on the development of social policies and services, both locally and nationally, and representing the organisation in relevant forums to achieve that aim.

As part of the management team, you will help develop and deliver against the organisation’s strategy, with a view to maintaining the highest standard of compliance and where require, increasing the capacity and/or efficiency of our money advice services to meet current and future demand.

A unique opportunity has arisen to join the team at Citizens Advice Edinburgh (CAE) and help us deliver our Universal Credit – Help to Claim Service.

This project is being delivered with funding from Citizens Advice Scotland in partnership with the Department of Work and Pensions (UK Government).

Applicants must a solid background in welfare rights advice, including demonstrable experience in dealing with complex welfare rights cases, including a knowledge and understanding of the Tribunal and Appeals Process.

Applicants must also have experience in debt management and income maximisation and an ability to help clients with basic budgeting and negotiating with others to resolve debt and maximise their income.

Applicants must also have knowledge and skills in designing and delivering training and coaching, as this role will include engaging staff, volunteers, partner organisations, elected members and the public in practical training and advice workshops.

Applicants must also have knowledge and skills in supporting and developing a team of specialist volunteer advisers.

Background:

Citizens Advice Edinburgh is an independent charity delivering free, confidential and impartial advice and support to people living and working in Edinburgh. Every year, we deal with over 25,000 enquiries for advice, from over 13,000 individual clients. Around 75% of that relates primarily to Welfare Rights and Income Maximisation.

Universal Credit is one of the most significant changes to the welfare system in the UK in recent years and Citizens Advice is where the majority of clients turn to for advice and support to help them understand, gain access to and manage their applications for Universal Credit. In addition to helping applicats to understand and access their welfare entitlement, Citizens Advice plays a pivotal role in collating facts and evidence about the impact of Universal Credit and using that knowledge and understanding to help make improvements and changes to the welfare system where required. Applicants must have an understanding of the social and policy context surrounding the welfare system and be an advocate in campaigning for social justice.

Citizens Advice Edinburgh works in partnership with the Edinburgh Integration Joint Board to deliver an outreach advice service from 8 GP Practices in Edinburgh. 3 part-time staff members provide weekly sessions for these sites. From 17th January 2022, the Scottish Government will fund 14hrs of additional time at 2 of these practices. The advertised role is part-funded via both these streams hence please note the different contract term-lengths stated on Page 1. There is a possibility that both funding streams will be extended.

The present vacancy comprises ½ day client contact and ½ day follow-up work for each of the following practices:

Niddrie (Scot Gov)

Craigmillar (Scot Gov)

Ferniehill (EIJB)

And 1 day client contact and 1 day follow-up work for Gracemount (EIJB), however the specific practices served may change.

During the pandemic the advice service has been delivered to clients by phone however face-to-face delivery will resume when the practices can accommodate this.

The project delivers welfare rights and health-related advice to patients of the named practices. Research indicates that resolving problems with benefits, debt, employment, housing, and family issues can have a positive effect on patient health. Embedding advice services within GP Practices has also been shown to reduce repeated contact between patients and GPs, and to successfully engage clients who have not sought advice elsewhere.

The successful candidate must be experienced in giving advice, particularly in relation to benefits, including appeal and tribunal work. They must have an understanding of the role within the healthcare environment and the impact of poverty on health.

The post holder will be required to assertively develop and maintain links with NHS staff, Community Link Workers, CAE specialists and external agencies.

The health sector can be a challenging environment in which to work. Clients are frequently extremely unwell and may present with multiple, complex advice issues. In addition to possessing the necessary practical knowledge, candidates will therefore require energy and resilience to make the project a success.

Citizens Advice Edinburgh works in partnership with the Edinburgh Integration Joint Board to deliver an outreach advice service from 8 GP Practices in Edinburgh. 4 part-time staff members provide weekly sessions for these sites.

The present vacancy comprises ½ day client contact and ½ day follow-up work for each of the following practices:

• Niddrie Medical Practice
• Craigmillar Medical Group
• Ferniehill Surgery

Please note that the specific practices may change.

The service is delivered on site at the practices, unless pandemic-related restrictions prevent this, in which case advice will be temporarily delivered by phone.

The project delivers welfare rights and health-related advice to patients of the named practices. Research indicates that resolving problems with benefits, debt, employment, housing, and family issues can have a positive effect on patient health. Embedding advice services within GP Practices has also been shown to reduce repeated contact between patients and GPs, and to successfully engage clients who have not sought advice elsewhere.

The successful candidate must be experienced in giving advice, particularly in relation to benefits, including appeal and tribunal work. They must have an understanding of the role within the healthcare environment and the impact of poverty on health.

The post holder will be required to assertively develop and maintain links with NHS staff, Community Link Workers, CAE specialists and external agencies.

The health sector can be a challenging environment in which to work. Clients are frequently extremely unwell and may present with multiple, complex advice issues. In addition to possessing the necessary practical knowledge, candidates will therefore require energy and resilience to make the project a success.

Citizens Advice Edinburgh are looking for an enthusiastic and value driven individual to join our debt and money advice team. The impact of COVID-19 and the cost of living crisis are pushing many people into debt and financial hardship. Our Money Advice Liaison Service helps clients who are struggling with debt and the cost of living. As part of this team, you can make a real difference by supporting people in your local community and alleviating the many problems caused by financial worries. If you have the desire to help, are a solution focussed team player and are confident in engaging with the public, this could be the role for you.

Citizens Advice Edinburgh are looking for an exceptional manager, who has a background in housing advice or has worked extensively in the housing sector, supporting and upholding tenants’ rights. You will join our team of Advice Service Managers, who share our vision that everyone in Edinburgh should have access to free, high quality, independent and impartial advice and support whenever they need it. Volunteers are at the heart of our service, advocating a model of community social responsibility, so a commitment to supporting volunteers is essential.

If you have experience in the advice and/or housing sector, are a strong advocate for social change and want to be part of an organisation with an incredible history of serving its local community, this could be the role for you. This role would suit someone with existing management experience, or someone with a solid background in housing advice or support, who wants to use that knowledge, skills and expertise to help shape and direct the advice and support available to thousands of tenants who seek help from Citizens Advice Edinburgh every year.

This role provides a unique opportunity to be part of one of Edinburgh’s most respected and valued community services, helping to support your fellow citizens when the need it most. For more details on the key responsibilities, download the job pack and application form.

We are recruiting a part-time, 17.5 hours, IT Support Assistant.

It is a fixed term role for 23 months with a possible extension, to help us deliver on our IT modernisation strategy.

The salary is £22,000 (Pro-rata, so £11,000 per year for the 17.5 hours per week), with a 7% employers pension contribution.

Flexible working arrangements also considered; however, the role does require work across multiple sites in Edinburgh.

This position is ideally suited to a graduate looking to gain experience or someone with an IT background who is looking to reduce their working hours. Successful candidates will be joining one of the cities most respected and valued service providers and making a huge contribution to supporting your local community at a time of significant need.

Background:

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, to assist people to deal with issues affecting their health and wellbeing and to provide advice and support to those wishing to give feedback or comments, or to raise concerns or complaints about NHS care received.

Purpose of the Post:

Patient Advisers will work with the Citizens Advice bureau/x in their local health board area and will also contribute to services provided throughout Scotland via a national PASS telephone advice line and by e mail and webchat via a national PASS website. The Patient Adviser will provide direct advice and information to clients; support bureaux volunteers to deliver information and advice relevant to the service; 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.

Citizens Advice Edinburgh is one of the cities most respected and well-known advice providers. We are looking for the right candidate to join our team and provide essential IT support, as we continue our transition to Office 365 and the expansion of digital and remote service provision.

The successful candidate will have previous experience in supporting an organisation with over 100 users in a multi-site environment, excellent communication skills and and ability to instil system confidence through positive customer service skills.

The job is being advertised as Fixed Term, but successful candidates may have the opportunity for extended or continued employment, including transition to an advanced position with greater responsibilities and remuneration.