Triage Adviser

  • Full time
  • £23,221 – £25,370
  • Inverness
  • Closing 30th October 2019

  • Advertised from 9th October 2019
  • (dependent on experience). 35 hours per week over 5 days


Knowledge of Money Advice work, Housing Advice, Employment Advice and Welfare Benefits Advice is essential, as well as good communication, casework and I.T. skills.

Key work areas and tasks:

Advice giving

·Work as part of the triage team to allocate clients to volunteer Advisers as appropriate.

·Assist, support and oversee the General Advisers in: -

­Their use of the Citizens Advice Information System to find, interpret and communicate the relevant information to their clients.

­Researching and exploring options and implications so that clients can make informed decisions.

­Acting for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.

­Negotiating with third parties such as statutory and non-statutory bodies as appropriate.

­Referring internally or to other specialist agencies as appropriate.

­Ensuring that all work conforms to the bureau's Office Manual and Quality Standards at the appropriate level.

­Maintaining detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

Social policy

  • Assist with social policy work by providing information about clients' circumstances through the appropriate channel.
  • Alert clients to social policy options.

Professional development

  • Keep up to date with legislation, policies and procedures and undertake appropriate training.
  • Read relevant publications.
  • Attend relevant internal and external meetings as agreed with the line manager.
  • Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

Page 2/2 Triage Worker Job Description and Person Specification


  • Use IT for statistical recording, record keeping and document production.
  • Ensure that all work conforms to the bureau's systems and procedures.
  • Provide statistical information on the number of clients and nature of cases.

Other duties and responsibilities

  • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
  • Demonstrate commitment to the aims and policies of the CAB service.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

  • Understanding of and commitment to the aims and principles of the CAB service and its equal opportunities policies.
  • Experience of giving advice on Welfare Rights, Housing, Employment and Money Advice Issues.
  • Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
  • Ability to monitor and maintain own standards.
  • Effective written and oral communication skills with particular emphasis on negotiating.
  • Understanding of the issues involved in interviewing clients.
  • Understanding of the issues affecting society and their implications for clients and service provision.
  • Ability to use IT in the provision of advice.
  • Flexibility and willingness to work as part of a team.
  • Willingness to learn and develop skills in advice topics.
  • Ability to research, analyse and interpret complex information.
  • Numeracy skills required to understand statistics and check calculations.

Application notes

For further information and an application form, please contact:

Administration Supervisor

Inverness Badenoch & Strathspey CAB

29-31 Union Street




Closing Date: Wednesday 30th October 2019