Operations Officer - (Help to Claim)
- Full time
- £24,720 – £28,000
- Edinburgh office with options for blended working*
- Closing 6th April 2022
- Advertised from 25th March 2022
- Salary commensurate with experience. 35 hours per week. Fixed Term until 31 March 2023 with possibility of extension.
Role
The Citizens Advice network in Scotland is the largest independent advice service in the country. Citizens Advice Scotland is a charity within this network – we act as a national organisation supporting and representing the service as a whole and the interests of citizens. At the heart of the network there are 59 individual citizens advice bureau across Scotland, all operating as independent charities in their own right, which focus on providing support and advice directly to clients. Each of these organisations is a member of Citizens Advice Scotland. We believe that every citizen should have access to free, impartial and confidential advice that helps them make informed decisions, whenever they need it and however, they choose to access it.
Citizens Advice Scotland runs a series of national specialist services as projects which require centralised project support. The Operations Officer role will work as part of the Help to Claim project team to ensure successful delivery of the service and continuous improvement. Key responsibilities will be around systems and resource co-ordination, monitoring, analysis and reporting relating to helpline operations. The role will be particularly important for identifying trends and issues through data analysis and recommending actions for service development which will be paramount to providing an excellent service for our clients. You will work as part of a strong project team but you expected to work independently. The role provides the opportunity to work with staff across our diverse network and the successful candidate will be able to build and maintain good relationships and communicate clearly with different stakeholders.
This role offers you the opportunity to work at the heart of supporting Scotland's largest independent advice network and to make an invaluable contribution to citizen’s lives.
Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
*This role is based in our Edinburgh office. As a result of the COVID-19 crisis, the majority of CAS staff are still working from home, however we are now starting a transition towards a return to the office. This will be carefully planned and managed in accordance with the latest Scottish Government guidance and public health advice. Candidates should be prepared to attend the office on their first day for an induction, after which they will be able to work from home initially. Going forward, attendance at the office will be required, however CAS are introducing a blended working policy to allow our employees to balance their time attending the office with time working from home.
Employee benefits
Citizens Advice Scotland offers excellent terms and conditions, including a total of 40 days leave (including public holidays) and a pension scheme with an 8% employer contribution. We have a flexitime scheme which enables our employees to work flexibly in line with organisational requirements, and as an inclusive employer we are happy to consider other flexible working arrangements where appropriate.
Application notes
Closing date: 06 April 2022, 5pm
Interviews: w/c 11 April 2022
To apply for this role, please send completed copies of the Personal Details Form, along with your current CV to: recruitment@cas.org.uk
In addition, we ask you to provide a short written statement (maximum of 2 pages) with examples which demonstrate how you meet the requirements of the post, as set out in the job description and person specification.
You can find all necessary forms below or on our website: cas.org.uk/vacancies/operations-officer-help-claim-citizens-advice-scotland
Equality & Diversity Monitoring
To help Citizens Advice Scotland monitor equality and diversity statistics please return the Equality & Diversity
Monitoring Form separate from your other application documents by emailing it to: equalitymonitoring@cas.org.uk
About the employer
Citizens Advice Scotland is an Equal Opportunity Employer.
The Scottish Association of Citizens Advice Bureaux – Citizens Advice Scotland. Scottish charity (SC016637) and company limited by guarantee (89892)
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Early Intervention Income Maximization Worker
- Part time
- £29,327 pro-rata
- Penicuik
- Closing 2nd April 2024
An experienced adviser is required for a new project to improve the financial circumstances of the families supported by Midlothian’s Family Wellbeing Service and improve the outcomes for the children.
The project will work with, and receive referrals from, the Family Wellbeing Service team members. The worker will link with other agencies and work closely with Penicuik CAB’s other family income maximisation advisers and specialist debt worker to develop a wraparound service to increase household income and improve quality of life for the family.
The project worker, in partnership with the GIRFEC and Hawthorn Income Maximisation Workers will provide awareness raising sessions with the Family Wellbeing team members and any other agencies, as appropriate.
Based at the Penicuik CAB and working at any centres deemed appropriate, the worker will provide help and assistance with checking benefit entitlement, completing benefit applications and challenging benefit decisions. The work will also include income maximisation, budgeting advice and some assistance with debt issues (including housing debt).
A working knowledge and understanding of welfare benefits and good interpersonal skills are essential. The post holder will be responsible for developing and delivering the service to meet the needs of the families.
Penicuik CAB is committed to equal opportunities both in service provision and employment.
The postholder will be responsible for recruiting, training and supporting volunteers who provide advice services by phone, email, at the CAB and in community locations and those that carry out other tasks to support the work of the CAB
Experience of recruiting, training and supporting volunteers and of working (paid or unpaid) in an advice or information service is important, as is understanding of good practice and the legal aspects of volunteering. Effective verbal and written communication and commitment to the mission, aims and teamwork ethos of Dalkeith CAB are essential.
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Help to Claim (Universal Credit) Adviser
- Full time
- £24,989
- Falkirk/Blended Working
- Closing 12th April 2024
About the job
Falkirk Citizens Advice Bureau are looking for an adviser to deliver a holistic advice and support service aimed at clients completing their initial Universal Credit Claim and supporting them through to their first payment. This involves helping with online forms, the evidence required, and verifying their identity online using telephone, web chat and video call facilities.
We are looking for a client-focused individual preferably with experience of Social Security benefits (Universal Credit). In this role you will use telephony, email, Webchat and video call facilities.
To succeed, you will have relevant experience and knowledge of current welfare benefits (Universal Credit) and have the ability to analyse the client’s needs and be able to provide the client with advice on eligibility for Universal Credit and support the client through the application process. You will also be able to support the client to gather the information or evidence needed to complete the claim.
You will have strong oral and written communication skills. We are also looking for a proven ability to work effectively and be 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.
Income Maximisation/Financial Inclusion Adviser
- Full time
- £24,989
- Falkirk/Blended Working
- Closing 12th April 2024
About the job
The Income Maximisation/Financial Inclusion Adviser, will play a key role in the delivery of an independent, free, impartial and confidential advice, information and advocacy service, to Association standards, to assist vulnerable families and people, living in Falkirk, to deal with poverty related issues affecting their lives. The aim is to improve access to, and the efficiency of, financial health checks for vulnerable families and people, providing holistic financial inclusion and income maximisation advice in order to improve their financial circumstances.
Main Responsibilities
The Income Maximisation/Financial Inclusion Adviser aims to provide the most effective service to suit the needs of the client.
• Assist in Triaging all Bureau enquiries
• Undertake diagnostic interviews with clients by phone, face to face or video call and diagnosing whether individuals are eligible to apply for benefits or to access other income maximisation support.
• Help with resolution of straightforward enquiries
• Signpost clients who can do more to self-help
• Refer to Session Supervisor for help with emergencies
• Provide information and advice on all aspects of Social Security Benefits.
• Carry out benefit checks
• To provide assistance with the completion of benefits forms
• Make referral to internal Benefits/ Money Advice Teams or another appropriate agency.
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