Charity registered in Scotland SC000630
Increasing volunteering – CAB Network
Citizens Advice Bureau West Lothian, in partnership with Motherwell & Wishaw CAB have secured funding to “to develop a digital volunteer recruitment and training programme which can be implemented flexibly in partnership with bureaux across our network, maximising volunteer engagement while sharing resource and expertise”
This will be a 2 year project and will employ a full time Coordinator and 2 full time Training Officers to work with Bureaux across our network.
About the job
We are looking for an experienced Coordinator to develop, lead and manage this innovative project and manage the 2 Training Officers.
This is a new and exciting role for candidates who are highly motivated and enthusiastic with a commitment to the CAB ethos and volunteerism. The post requires excellent organisational and communication skills with effective time management.. The successful candidate will have experience of project management, partner engagement as well as advice experience, preferably in a CAB setting.
Citizens Advice Bureau West Lothian has secured funding to develop and enhance our existing Debt Advice service in order to support clients with debt issues including those who may be suffering as a result of the current economic downturn.
The Debt Team aims to assist clients with debt by offering specialist personalised information and support service from signposting to enable self-help through to supporting clients to make informed choices as to how to manage their debt and support with statutory debt remedies that may be available based on the client’s individual circumstances.
About the job
We are looking for a client-focused individual with experience of providing debt advice, to join us as Multi Channel Debt Triage Adviser within the Debt Team. In this role you will use telephony and webchat as well as seeing clients face-to-face at first point of contact on debt issues to ensure they get the advice, information and support needed.
To succeed, you will need relevant experience and knowledge of debt together with the ability to analyse the client’s overall debt position and offer early intervention advice and support together with the ability to recognise when to refer onto specialist debt help. In addition you will work alongside a specialist debt adviser.
You will have an awareness of the current welfare benefit system including Universal Credit.
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, online forms and Microsoft Office applications is essential.
Committed, results-driven and supportive to the needs of others, you will be able to work well within a team and have a willingness to follow and develop agreed procedures.
The Citizens Advice network is contracted to deliver a comprehensive, enhanced support service encompassing the Money Talks Team (MTT) and Help to Claim projects. This is delivered through the channels of telephone, web chat and face-to-face interaction with clients.
About the job
We are looking for a client-focused individual with experience of providing welfare benefits advice and income maximisation benefit checks, to join us as a Multi-Channel Adviser covering Money Talks Team and Help to Claim projects. In this role you will use telephony and webchat as well as seeing clients face-to-face to ensure they get the advice, information and support needed.
To succeed, you will need relevant experience and knowledge of the wider welfare benefit system including Universal Credit, demonstrating strong oral and written communication skills. You will be experienced on using benefit entitlement calculators and in explaining the results of the benefit check. We are also looking for a proven ability to work effectively and well organised. Proficiency using a range of IT tools to carry out your work, including case management systems, online claims’ services and Microsoft Office applications is essential.
Committed, results-driven and supportive to the needs of others, you work well within a team and are willing to follow and develop agreed procedures.
Hours: 35 Hours per week. The requirement to be available from 8am and up to 6pm is essential and will be allocated on a rota basis.)
Summary of role
The JP Morgan Chase Foundation Specialist Debt Helpline Pilot project aims to open up the high quality, free, impartial advice that the CAB network currently offers beyond our existing clients to a wider demographic and volume of people in Scotland, ensuring that everyone can access debt advice in a convenient way, at the point in their life when they need help. This will enable an early resolution for many individuals. The pilot will explore the extent to which complex debt cases can be handled remotely.
The money advice helpline advisers are the first point of contact with clients who access the service from anywhere in Scotland through a dedicated telephone helpline. They will handle casework related to debt cases presented on the helpline.
The specialist debt helpline service is being run by 6 bureaux, and the money helpline advisers will be part of a distributed team, working collaboratively across bureau boundaries.
We are looking to recruit 2 full time posts, one for CAB West Lothian and one for Haddington CAB.
By phone, email and video conferencing the money advice helpline advisers provide an effective, holistic diagnosis of the client’s problems, dealing with emergencies, helping to resolve the enquiry, identifying whether the client is able to self-help, arranging follow up meetings as necessary and handling associated casework. Accurate recording of cases will be an important responsibility of this role.
Who we are looking for
We are looking for someone who has minimum of 6 months experience in delivering specialist money advice and debt solutions for clients. We are also looking for someone who has experience of delivering complex advice on the telephone. Any applicant should have excellent communication and organisational abilities and experience of working to KPI’s.
This is a new and exciting project for the CAB network and is a great opportunity for the right applicant to be involved in the development of a debt advice helpline in Scotland.