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.

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.

Increasing volunteering – CAB Network

The Increasing Volunteering project was developed following a successful virtual Adviser Training Programme in 2020. It is designed to provide virtual training with live trainers for all bureaux in Scotland in conjunction with the Adviser Training Programme. The project is focused on supporting Scottish bureaux to increase their volunteering capacity through training support due to an increasing demand on services.

National Projects

Citizens Advice Bureau West Lothian offer advice services in relation to National Project work covering various specialised topics and facilitated by trained project advisers.

Summary of the Role

The Team Leader will be responsible for the running of the projects and engaging with Bureaux in relation to the Increasing Volunteering project. They will provide supervision to ensure teams operate efficiently and are achieving required outcomes.

The Team Leader will ensure that the projects are adequately staffed at all times and provide a level of session support and quality assurance.

Main Responsibilities

• To act as the main point of contact for the team.
• Ensure that work rotas are maintained and that there is adequate staff to cover during periods of absence.
• Training and Induction of Training Officers.
• Support new staff when completing the ATP together with shadowing, mentoring and management checks.
• Manage PR activities – social media, press, radio.
• Ensure training delivery is to a high standard and evaluate effectiveness.
• Review and evaluate the projects at regular intervals and ensure targets are being met and quality is consistent.
• Assist and support training officers to implement new programmes and distribute these to participating bureaux.
• Engage with and ensure an effective working relationship with participating Bureaux.
• Organise bespoke training as required.
• Support staff with regards to identifying training needs and ensuring access to appropriate training.
• Provide monthly and quarterly progress reports in relation to the Increasing Volunteering Project.
• Ensure project staff are producing and submitting reports as required.
• Carrying out other duties as specified by the Manager and required by the needs of the post.

An exciting opportunity has arisen to join our team of paid and volunteer staff to further develop our Debt Advice service across Clackmannanshire Citizens Advice Bureau. We have been delivering a valuable, high level service to the community of Clackmannanshire for over 50 years. We have accreditation in Type iii advice by Scottish National Standards for advice providers (SNSIAP) in the areas of Housing, Debt and Benefits.

Clackmannanshire Citizens Advice Bureau, based in Alloa, is an independent and innovative advice organisation providing holistic advice to the residents of Clackmannanshire across 6 locations in the county. We average 26-30 paid staff and 21 volunteers who provide a wide range of services across our 20 projects.

We offer additional working benefits such as 5% employers pension contribution, free membership of an employer health plan, free ebike loans, annual performance related salary increases, flexible working scheme including some home working and flexible starts finish times and the ability to buy and sell annual leave.

We are looking for a highly motivated and conscientious individual who wants to be part of a nationally accredited information and advice service.

The Debt Adviser will provide specialist debt advice up to Scottish National Standards Type iii, to clients referred through general services and partner agencies.

This will include complex debt case management, maintaining consistent working practice and quality assurance of debt cases ensuring that policy and practice meets all legal & regulatory requirements including the Financial Conduct Authority.

Enthusiasm, strong social awareness, good communication skills and an excellent team player are prerequisites for this demanding position. Significant experience in advice work, good organisational skills and an eye for details are essential. Consideration will be given to highly experienced exceptional individuals with experience as Generalist Advisers who can undertake Debt Advice training.

This post specifically exists to ensure the delivery of a high quality Debt Service within Clackmannanshire Citizens Advice Bureau. It will involve providing support to staff and volunteers who also deliver the service. This post supports the learning and development of a high quality service by ensuring provision of formal/informal training to staff/volunteers in conjunction with our General Services Supervisor.