Glasgow North West Citizens Advice Bureau (GNWCAB) is an independent charity founded in 1981.

Our mission is to end poverty and inequality by ensuring that people from all backgrounds are empowered through access to advice and support that helps them affect positive change in their lives and the lives of those around them.

We are a dynamic and forward-thinking organisation. We recognise the value of our staff and this is reflected in our positive working environment. Staff benefit from family friendly policies, blended working and a commitment to personal development. It is a supportive and happy working environment that enables you to make a positive contribution to the lives of the clients we work with.

About the job

This is a new and exciting project as we extend the work we do in health care settings. A partnership between Glasgow North West and Greater Pollok CAB, we are looking to recruit an experienced adviser to deliver advice to patients of Stobhill and New Victoria Hospitals in Glasgow.

In direct response to demand, the new project will provide both an outreach service located in the Support and Information Service space within each hospital, as well as a direct referral pathway between NHS partners and the CABx to allow patients to access support using a method that best suits their needs. As a brand-new project, the candidate will be empowered and supported to develop partnerships with the relevant NHS teams and help design the service.

The focus will be on the people who may be in financial crisis, the reduction of poverty and supporting clients to have more control over their finances. The successful applicant will work with appropriate clients and with a number of partner agencies including health care professionals to ensure the provision of a high quality holistic and comprehensive financial inclusion and income maximisation service. The candidate will apply their skills and knowledge in a compassionate, non-judgemental manner to ensure the client receives quality advice and is empowered to improve their circumstances.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description and person specification. If you would like to have an informal conversation about the role we are happy to accommodate this.

Job description

We are looking for client-focused individuals with experience of providing income maximisation as part of overall holistic advice and support. In this role you will see clients in person, as well as providing advice via telephony, email and digital channels ensuring clients they get the advice, information and support needed.

To succeed, you will need relevant experience and knowledge of current welfare benefits together with the ability to analyse the client’s overall financial position and offer early intervention advice and support.

There will be strong emphasis on team working and the ability to work effectively and closely with other agencies and health care professionals.

You will have strong oral and written communication skills. We are also looking for a proven ability to work effectively and well organised. Proficiency in using a range of IT tools to carry out your work, including case management systems, benefit calculators, online forms and Microsoft Office applications is essential.

Key Responsibilities

• To conduct in person, telephone, web chat and video call interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities.
• To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability.
• To build positive relationships with a variety of stakeholders.
• To deliver outreach advice services in NHS settings.
• To work patiently and tactfully in a non-judgemental manner with protected adults to build their trust and engagement in the work.
• To develop formal links with other support agencies that could provide support for clients to further better their circumstances.
• To liaise where appropriate with bureau staff and other relevant agencies as appropriate.
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation.
• To ensure that all work meets quality standards and the requirements of the funder.
• To remain up to date with all relevant legislation and practice in relation to welfare benefits, debt, immigration, housing.
• To adhere to all GDPR requirements and CAB policies.
• To provide regular reports on the functioning of the work as well as progress and learning achieved.
• To work to Scottish National Standards for Information and Advice giving and Citizens Advice Scotland Quality Advice Framework.
• To liaise, communicate with and be operationally responsible to the Operations Manager.

The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.

Person specification

Knowledge, skills and experience

Essential

• Demonstrable experience of delivering advice in welfare benefits, debt and energy.
• Understanding, maintaining and practising high standard of case recording requirements as according to the project specification, CAS quality assurance and Scottish National Standards.
• Ability to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Zoom, TEAMS and other systems.
• Experience of using a range of IT tools to carry out work, including case management systems, Microsoft Office, internet and email etc.
• Ability to work without supervision and prioritise workload.
• Experience of working with people with multiple and complex needs.
• Experience of working with protected adults and ability to deal with issues sensitively.
• Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner.
• Excellent organisational skills.
• Ability to work across multiple teams and build effective stakeholder relationships quickly.
• Knowledge of a range of enquiry areas to aid with identifying emergencies.
• A commitment to the aims and principles of Citizens Advice Bureau.
• Ability to operate as a team player and communicate effectively with colleagues and managers.

Desirable

• Experience of contributing to the set-up of a new service

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a 4 day working week, a total of 35 days leave and a pension scheme with a 6% employer contribution. Glasgow North West CAB is an inclusive employer considering flexible working arrangements where appropriate.

Glasgow North West Citizens Advice Bureau is an equal opportunities employer.

About the job

Glasgow North West CAB based in Maryhill, Glasgow, is an independent and innovative advice organisation providing holistic advice and support to local people.

A Benefits and Debt Adviser delivers a holistic advice and support service. Clients will often be vulnerable by way of mental health, disabilities, poverty, language and literacy, which limits their ability to access mainstream service without additional advice, support and assistance when compared to the rest of society. The service is personalised and designed specifically to support people who are often protected adults and as a result of a range of issues have specific needs in accessing advice, assistance and support.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description and person specification.

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a 4 day working week, a total of 35 days leave and a pension scheme with a 6% employer contribution. Glasgow North West CAB is an inclusive employer considering flexible working arrangements where appropriate.

Glasgow North West Citizens Advice Bureau is an equal opportunities employer.

About the job

Glasgow North West CAB based in Maryhill, Glasgow, is an independent and innovative advice organisation providing holistic advice and support to local people.

A Welfare Rights Officer working within our NHS Project delivers a holistic advice and support service embedded in GP practices. Referrals from a range of healthcare professionals and community link workers will identify clients who will benefit from independent, quality advice on a wide range of issues including welfare benefits, debt, housing and immigration as examples. Clients will often be vulnerable by way of mental health, disabilities, poverty, language and literacy, which limits their ability to access mainstream service without additional advice, support and assistance when compared to the rest of society. The service is personalised and designed specifically to support people who are often protected adults and as a result of a range of issues have specific needs in accessing advice, assistance and support.

Embedded in the GP practice, the Welfare Rights Officer is part of the healthcare response to improve outcomes, health and wellbeing for local people.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description and person specification.

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a 4 day working week, a total of 35 days leave and a pension scheme with a 6% employer contribution. Glasgow North West CAB is an inclusive employer considering flexible working arrangements where appropriate.

Glasgow North West Citizens Advice Bureau is an equal opportunities employer.

Would consider job share or part time.

About the job

Glasgow North West CAB based in Maryhill, Glasgow, is an independent and innovative advice organisation providing holistic advice and support to local people.

We are looking for a highly motivated person to join our team and provide quality debt advice to people living in North West Glasgow. They will also be responsible for the development of quality advice and information within the Bureau, supporting a team of paid and volunteer advisers and ensuring that CAS’ recognised uniform quality standards in advice work are maintained and met at all times.

The successful candidate will manage their own caseload of clients accessing our service, supporting them from initial enquiries all the way through to providing both formal and informal debt options to clients as appropriate based on their circumstances. You will work alongside our paid and voluntary adviser team where there are clients with more complex debt issues. There will also be the opportunity to promote the debt service at events and talks that we are invited to from time to time. We expect candidates to be self-motivated, reliable, have excellent teamwork, communication and organisational skills and be computer literate with a commitment to continuous improvement. They will understand the importance of excellent customer services and have a commitment to equality and diversity.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description.

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a 4-day working week, a total of 35 days leave (inclusive of public holidays) and a pension scheme with a 6% employer contribution. Glasgow North West CAB is an inclusive employer considering flexible working arrangements where appropriate.

Who are we?

Glasgow North West Citizens Advice Bureau (GNWCAB) is an independent charity that provides free, impartial, and confidential information and advice services in the North West of Glasgow. We offer support on issues ranging from debt, benefits, and welfare rights to consumer rights, finances, and budgeting support.

Our services are available to everyone in our local communities. We aim to make them as accessible as possible by promoting equality and diversity and by challenging discrimination.

To learn more visit: www.gnwcab.org.uk

Who are we looking for?

At this important point in our journey, we are seeking two new Directors who can bring different perspectives to our Board and help the Bureau achieve its plans for the future and provide the most relevant and accessible.

The Board has identified a gap in finance skills, and we hope to find people who have experience of financial management, accountancy, or other finance related professions. We would particularly welcome candidates who would be interested in joining the Finance, Risk and Audit Sub-Committee (FRAC) as well as the main Board. Nonetheless, if you have a difference background or range of experience but are passionate about our work and ethos, please do consider getting in touch about the roles.

We want our Board to be representative of our local community and so would welcome approaches from people who live locally or have lived experience of issues facing our clients. We encourage applications from groups that are under-represented on charity boards, particularly people from Black, Asian, or other minority ethnic communities, as well as young and disabled people. You do not need to have board experience to apply, we will support you with tailored training based on your level of experience.

What are the benefits to you?

• The role is unpaid, however incurred expenses are reimbursed (e.g. travel, childcare)
• Induction and training tailored to you needs
• Opportunities to make strategic decisions and develop new skills
• Opportunities to network with senior professionals
• Influence to shape innovative projects and highlight public policy issues
• Contribute to supporting the people & communities of North West Glasgow with a range of pressing advice issues

Time commitment

The minimum expected commitment is 14 hours per year for quarterly Board meetings (held in Maryhill, Glasgow on Tuesday 5:30-7:30). Joining FRAC entails a further commitment of 12 hours per year (held in Maryhill, Glasgow on Wednesdays 4:30-6:00). We also invite Directors to draw on their unique skills and contribute to the life of the organisation by joining short life working groups, social and public events, and ad-hoc pieces of development work as they arise.

Glasgow North West CAB based in Maryhill, Glasgow, is an independent and innovative advice organisation providing holistic advice and support to local people.

A Money Advice Specialist will be responsible for the provision of quality money advice and for the development of quality advice and information within the Bureau. They will develop a team of paid and volunteer advisers and ensure that CAS’ recognised uniform quality standards in advice work are maintained and met at all times by implementing effective processes and procedures and by providing consultancy and support. They will be responsible for the achievement of all recognised quality standards by the organisation in relation to money advice and will lead on developing and implementing the money advice strategy.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description and person specification.

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a 4-day working week, a total of 35 days leave (inclusive of public holidays) and a pension scheme with a 6% employer contribution. Glasgow North West CAB is an inclusive employer considering flexible working arrangements where appropriate.

About the job

Glasgow North West CAB based in Maryhill, Glasgow, is an independent and innovative advice organisation providing holistic advice and support to local people.

An NHS Project Adviser delivers a holistic advice and support service embedded in GP practices. Referrals from a range of healthcare professionals and community link workers will identify clients who will benefit from independent, quality advice on a wide range of issues including welfare benefits, debt, housing, immigration as examples. Clients will often be vulnerable by way of mental health, disabilities, poverty, language and literacy, which limits their ability to access mainstream service without additional advice, support and assistance when compared to the rest of society. The service is personalised and designed specifically to support people who are often protected adults and as a result of a range of issues have specific needs in accessing advice, assistance and support.

Embedded in the GP practice, the NHS project adviser is part of the healthcare response to improve outcomes, health and wellbeing for local people.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description and person specification.

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a 4 day working week, a total of 35 days leave and a pension scheme with a 6% employer contribution. Glasgow North West CAB

About the job

Glasgow North West CAB based in Maryhill, Glasgow, is an independent and innovative advice organisation providing holistic advice and support to local people.

A Community Outreach Adviser delivers a holistic advice and support service at various outreach locations, and empowers connection of essential local services to create formalised referrals routes that strengthen community response for those in financial hardship.

They will deliver person-led workshops, 1:1 advice and mentoring for partner organisations and their service users in order to build knowledge and skills for local people and help mitigate the impact of the Cost of Living and energy crises.

They will be responsible for training volunteers from partner organisations in order to build capacity to support local people.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description and person specification.

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a 4 day working week, a total of 35 days leave and a pension scheme with a 6% employer contribution. Glasgow North West CAB is an inclusive employer considering flexible working arrangements where appropriate.

About the job

Glasgow North West CAB based in Maryhill, Glasgow, is an independent and innovative advice organisation providing holistic advice and support to local people.

Our mission is to end poverty and inequality by ensuring that people from all backgrounds are empowered through access to advice and support that helps them affect positive change in their lives and the lives of those around them.

We specialise in providing free, impartial and confidential information and advice services on issues ranging from debt, benefits, and welfare rights to consumer rights, finances and budgeting support. The information and advice we give is compliant with standards set by the Scottish Government and our membership body, Citizens’ Advice Scotland. Our services are available to everyone in our local communities, and we aim to make them as accessible as possible by promoting equality and diversity, and challenging discrimination.

GNWCAB is a busy evolving bureau that requires an adaptable adviser that can work across a variety of projects as business needs arise. As an adviser you will deliver a holistic advice and support service through a variety of channels including face-to-face, telephone and web chat. Clients will often be vulnerable by way of mental health, disabilities, poverty, language and literacy, which can limit their ability to access mainstream services without additional advice, support and assistance when compared to the rest of society.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description and person specification.

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a total of 35 days leave and a pension scheme with a 6% employer contribution. Glasgow North West CAB is an inclusive employer considering flexible working arrangements where appropriate. Glasgow North West CAB is proud to be a 4-day working week employer.

We are recruiting a number of volunteers to join our Board of Directors and are especially interested in people who:

• Are passionate about the third sector and our advice work
• Live locally in Northwest Glasgow
• Have experience of engaging the protected characteristics groups who represent our diverse communities

Glasgow North West Citizens Advice Bureau (GNWCAB) is an independent charity that provides free, impartial, and confidential advice services in the Northwest of Glasgow. We offer support on issues ranging from debt, benefits, and welfare rights to consumer rights, finances, and budgeting support.

Our services are available to everyone in our local communities. We aim to make them as accessible as possible by promoting equality and diversity and by challenging discrimination.

The Role & Benefits for you

• Induction, training & reimbursable expenses.
• Opportunities to make strategic decisions & develop new skills
• Opportunities to network with senior professionals.
• Influence to shape innovative projects and highlight public policy issues.
• Contribute to supporting the people & communities of North West Glasgow with a range of pressing advice issues

Glasgow North West CAB based in Maryhill, Glasgow, is an independent and innovative advice organisation providing holistic advice and support to local people.

An NHS Project Adviser delivers a holistic advice and support service embedded in GP practices. Referrals from a range of healthcare professionals and community link workers will identify clients who will benefit from independent, quality advice on a wide range of issues including welfare benefits, debt, housing, immigration as examples. Clients will often be vulnerable by way of mental health, disabilities, poverty, language and literacy, which limits their ability to access mainstream service without additional advice, support and assistance when compared to the rest of society. The service is personalised and designed specifically to support people who are often protected adults and as a result of a range of issues have specific needs in accessing advice, assistance and support.

Embedded in the GP practice, the NHS project adviser is part of the healthcare response to improve outcomes, health and wellbeing for local people.

For more details about the key responsibilities of the role and knowledge, skills and experience required, please refer to the job description and person specification.

Employee benefits

Glasgow North West CAB offers excellent terms and conditions, including a total of 35 days leave and a pension scheme with a 6% employer contribution. Glasgow North West CAB is an inclusive employer considering flexible working arrangements where appropriate.

Glasgow North West Citizens Advice is seeking an Operations Manager who will use their existing operational and people management experience to support the effective running of the charity in line with our strategic plans. The role will be central to driving excellence in service delivery and presents a great opportunity for an individual looking to increase their exposure to all parts of the operation of a local charity. We are looking for someone with excellent leadership and communication skills for whom people come first, a champion of supporting people to reach their full potential. As part of our Management Team you will support teams of dedicated employees within specialist projects to drive innovation and service delivery, supporting collaboration and best practice to improve the lives of local people.

This is an exciting role for candidates who are highly motivated and able to meet competing challenges. The post requires excellent organisation and communication skills with effective time management. The successful candidate will have proven operational experience and management skills.

Operational and people management in the voluntary sector would be advantageous. A commitment to partnership working and developing networking relationships with stakeholders and partners is essential.

We are recruiting a number of volunteers to join our Board of Directors and are especially interested in people who:

• Are passionate about the third sector and our advice work
• Live locally in Northwest Glasgow
• Have experience of engaging the protected characteristics groups who represent our diverse communities

WHO WE ARE:

Glasgow North West Citizens Advice Bureau (GNWCAB) is an independent charity that provides free, impartial, and confidential advice services in the Northwest of Glasgow. We offer support on issues ranging from debt, benefits, and welfare rights to consumer rights, finances, and budgeting support.

Our services are available to everyone in our local communities. We aim to make them as accessible as possible by promoting equality and diversity and by challenging discrimination.

THE ROLE & BENEFITS FOR YOU

• Induction, training & reimbursable expenses.
• Opportunities to make strategic decisions & develop new skills
• Opportunities to network with senior professionals.
• Influence to shape innovative projects and highlight public policy issues.
• Contribute to supporting the people & communities of North West Glasgow with a range of pressing advice issues

We welcome applications from people who have not been senior volunteers or sat on a board before, and we will support you with tailored training. The expected commitment is 12 hours per year for scheduled meetings. We invite Board Members to contribute their skills by joining working groups and sub-committees.

Glasgow North West Citizens Advice Bureau (GNWCAB) is an independent charity founded in 1981.

Our mission is to end poverty and inequality by ensuring that people from all backgrounds are empowered through access to advice and support that helps them affect positive change in their lives and the lives of those around them.

We specialise in providing free, impartial and confidential information and advice services on issues ranging from debt, benefits, and welfare rights to consumer rights, finances and budgeting support. The information and advice we give is compliant with standards set by the Scottish Government and our membership body, Citizens’ Advice Scotland. Our services are available to everyone in our local communities, and we aim to make them as accessible as possible by promoting equality and diversity, and challenging discrimination.

We run an advice service from our bureau premises at 1455 Maryhill Road via a multitude of channels including web chat, phone and face to face. We also operate extensive outreach services, providing advice and information in local communities across North West Glasgow.

Our Bureau is one of the most progressive and dynamic advice and information services in the country. Our Bureau is made up of around 30 dedicated volunteers and supported with 28 staff members, and an experienced board of trustees. Collectively, the team has expertise in many areas relevant to our work, including welfare rights, debt and money advice, immigration and asylum.

GNWCAB is a busy evolving bureau that requires an adaptable adviser that can work across a variety of projects as business needs arise. As an adviser you will deliver a holistic advice and support service through a variety of channels including face-to-face, telephone and web chat.

Providing advice on a variety of topics including welfare benefits, money advice, benefit checks, employment issues, consumer issues and housing issues.

Due to Covid-19 this role will require someone who is willing to work both from the GNWCAB office and at home as required and stipulated by Covid restrictions and most advice will be given via telephone and web based systems.

Job description

Key responsibilities

• To conduct face-to-face, telephone and web chat interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
• To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability
• To provide advice on a variety of subjects including benefits, debt, employment, consumer issues and other topics.
• To carry out benefit checks to show entitlement.
• To provide support to clients completing and submitting their claim forms for a variety of benefits.
• If appropriate, to support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare Fund.
• To liaise where appropriate with bureau staff and other relevant agencies as appropriate.
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation
• To ensure that all work meets quality standards and the requirements of the funder, membership body and adheres to Scottish National Standards of Advice.
• To keep abreast of the latest developments relating to welfare benefits and other legislation.

The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.

Person specification

Knowledge, skills and experience

Essential

• A sound working knowledge of social security benefits and entitlement, including Universal Credit
• Experience of working with people with multiple and complex needs
• Ability to work without supervision and prioritise workload
• Experience of using a range of IT tools to carry out your work, including case management systems, Microsoft Office applications, online applications, internet and email etc.
• Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
• Excellent organisational skills
• A proven ability to work effectively with a wide variety of stakeholders
• A commitment to the aims, principles and policies of Citizens Advice Bureaux
• Ability to operate as a team player and communicate effectively with colleagues and managers
• Ability to use telephony and IT systems to deliver services across multiple channels (face-to-face, web chat and telephony)

Desirable

• Completion of Citizens Advice Bureaux Adviser Training Programme
• Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate

Additional requirements

• The post is subject to the receipt of a satisfactory Basic Disclosure Certificate
• The post is subject to the disclosure of criminal history information

Responsible to: Coordinator