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.

Our Activity Centres provide innovative and person-centred services and support to veterans struggling with sight loss. This job exists in order to provide tailored support to veterans carrying out woodworking projects. You will work alongside the veterans to identify abilities, share ideas and plan projects within the activity Centre. You will ensure that the support provided is person-centred, tailored to their needs and is the right support for them. You will support the leadership team to coordinate and manage the activities provided within and from the Activity Centre which will support the overall wellbeing of the veterans and their families. You will work closely with colleagues across the organisation and external stakeholders to ensure that veterans can access the relevant support.

About us

We're one of Scotland's oldest charities - for more than two centuries, we've been supporting and empowering people with sight loss to live fulfilling lives. We're proud of all we've achieved in the past - but we have our sights set firmly on the future.

We're determined that no-one should face sight loss alone. We're committed to improving, diversifying and growing our services to make sure we can reach many more people with sight loss - when and where they need us.

You will be helping disabled people feel unstoppable. As Family Support Team Lead in the North of Scotland you will be delivering vital support to families affected by spina bifida and hydrocephalus.

You will be the person who will empower them to reach their potential, offering one to one support and coordinating chances for people to get together, make friends and build their support network.

You will be the person that raises awareness of spina bifida and hydrocephalus within the community and with service providers to ensure that no one affected by our conditions feels alone.

What Spina Bifida Hydrocephalus Scotland can offer you

Flexibility – We offer flexible working, including the opportunity to work from home or around caring responsibilities.

Motivated and supportive colleagues – Staff scored SBH Scotland as 9 out of 10 for motivation and a supportive work environment.

An opportunity to express yourself – Staff scored SBH Scotland as 8 out of 10 for being supportive in taking risks with new ideas.

We also offer: Workplace pension scheme, salary sacrifice scheme, death in service benefit, childcare voucher scheme, 30 days annual leave entitlement and 4 days Public Holidays.

Role reports to: CEO

Key duties and responsibilities:

To be as unstoppable as the people we support.

• To coordinate the delivery of engaging social groups for our children, young people, adults and their carers.
• To provide one to one support to people with spina bifida and hydrocephalus and their families – offering specialist information and advice.
• To work with families and people with spina bifida and hydrocephalus to help them advocate for services and support.

To be a team player who unifies people around our cause.

• To liaise and work in partnership with other statutory and voluntary organisations to respond to and develop resources to meet the needs of service users.
• To manage and motivate a small team of sessional workers and recruit volunteers.
• To work with fundraising and communications colleagues in identifying stories that can promote the work of the charity and motivate our service users, supporters and staff.

A commitment to continuous learning and improvement.

• To provide regular analysis of the service’s impact.
• To ensure that reporting and recording of all service user intervention is accurate, up to date and secure.
• To gather data and feedback to learn from failures and apply learning to improve processes and service delivery.
• To ensure all Safeguarding disclosures and regular updates are notified and recorded as per current SBH Scotland guidelines.

Provan Hall is an A listed medieval building located in Auchinlea Park, which sits at the heart of Easterhouse. The building has undergone a £2m restoration by Glasgow City Council that will safeguard this important heritage asset as a new hub for heritage learning and engagement, and a visitor gateway to the Seven Lochs Wetland Park.

Following its restoration, Provan Hall is managed and operated by the Provan Hall Community Management Trust. The aim of the Trust is to engage and inspire local people to value and take part in caring for their local heritage. We aim to provide opportunities that connect local people and visitors to Provan Hall through inclusive and creative means of heritage interpretation and activities.

Provan Hall Community Management Trust were awarded a grant by the National Lottery Community Awards for All fund to initiate a youth programme at Provan Hall. Following on from the success of this project, we have been awarded a grant by The Graham Trust and The Robertson Trust. These grant enables us to focus a programme of engagement with young people aged 5 – 24 across Easterhouse, Glasgow. The postholder will coordinate a programme of activities for young people to inspire enthusiasm and develop participation in our organisation. The post holder will further develop our current connections with local youth groups and initiate new ones across the wider area, furthering young people’s involvement in Provan Hall and our organisation. The role will include coordinating with our project partners, developing youth forums, liaising with freelance professionals, staff and supervising volunteers. This is a maternity leave post initially covering 9 months of maternity leave but may extend to 12 months.

Role profile and application form available below.