Hamilton Citizens Advice Bureau (CAB) was formed over 50 years ago to provide a holistic advice service to the residents of Hamilton. As a member of the Scottish Association of Citizens Advice Bureaux network, Hamilton CAB aims to provide free, independent, impartial and confidential advice and information to ensure that people understand their rights and responsibilities and can express their needs effectively. We campaign and influence to tackle the root cause of the problems people face and work to strengthen their rights.

Hamilton CAB have 2 offices in Hamilton and are supported by over 20 members of staff and 25 Volunteers including board members. The Bureau supports individuals with a wide range of general enquiries whilst project staff provide specialist support on topics including benefits, debt, utilities and money matters.

We are currently looking to recruit individuals who would like to contribute to their local community by joining our Board of Trustees. We are seeking team players who have strategic vision, independent judgement, a willingness to give time and commitment to help support and develop our organisation. We are particularly interested in hearing from people with knowledge and experience in: Finance, Law, HR, Fundraising, Digital Marketing, Governance, Climate Change, Public and Third Sector Organisations.

This is an exciting time to join us as we look forward to developing and strengthening our services to meet the challenges that our community will face. Your ideas, skills and enthusiasm could make all the difference to how we achieve this.

Applicants will have the experience and skills to ensure that the charity continues to develop and provide high-quality long-term services. As a Trustee, you will be required to ensure to the good governance of the organisation which will involve attendance at quarterly board meetings and an annual AGM, alongside participation in working project groups and sub committees.

To improve Access to Justice through the delivery of a high quality free advice and representation service for people seeking assistance with mortgage repossession, rent arrears, sequestration and simple procedure matters within Hamilton and Lanark Sheriff Courts.

Note: Since March 2020, Covid Pandemic Protections have limited access to the court buildings and currently the service is delivered via tele and videoconferencing with limited in-person hearings.

Main Responsibilities

• To manage the service day-to-day ensuring compliance with Scottish National Standards for Information and Advice Providers and the Scottish Association of Citizens Advice Bureaux membership standards.
• To provide advice, assistance and representation to people seeking help with mortgage, heritable and sequestration matters in Hamilton and Lanark Sheriff Courts
• To maintain and develop excellent working relationships strategically and operationally with Sheriff Court staff and all relevant HCAB partners
• To operate within the agreed policies of Hamilton CAB and ensure effective implementation of organisational systems including referrals, allocation, case management, monitoring, recording and reporting of work and outcomes.

You will have experience of managing a busy public facing multi-channel advice service with quality and care for our citizens at its heart. You will be an experienced lay representative within a civil court environment, an excellent communicator, and team player, confident decision-maker with the ability to adapt and respond to challenging situations. As a member of our Management Team you will lead on Housing advice and training. Our staff are our strongest asset so their wellbeing matters. You will ensure that your team are supported and nurtured.

About the job

Main Responsibilities - Operational management of General & Money Advice Services which includes:

1. Effective operational management of face to face, telephone, web and community based Type I & II general and money advice services

2. Line management of Type I / II employed and volunteer advisers

3. Contribute to Volunteer selection, induction, training and development

4. Lead on the SNS Quality Assurance system for advice services

You will have experience of managing a busy public facing advice service operating over multiple channels with quality and care for our citizens at its heart. You will understand the role and motivation of volunteers and their support and training needs. As a member of the Management Team you will lead on quality assurance and volunteering.

The successful candidate will be an excellent communicator with strong operational management skills; a team player, confident decision-maker with the ability to adapt and respond to challenging situations.

Our advisers, volunteers and employees, are our strongest asset so their wellbeing matters. You will ensure that your team are supported and nurtured.

Secondment enquiries welcome

Hamilton CAB has secured a grant from the Scottish Government Drugs Services – Improvement Fund, administered by Corra Foundation and some match funding from SL Alcohol and Drug Partnership, to test a new approach to advice provision. Working with the Joint Development Group at The Beacons we will design and embed an advice service to meet the needs of individuals and families affected by drug and alcohol misuse and integrate advice within the whole systems approach to recovery.

The successful candidate will be self motivated, competent to Type II in SNS Welfare Rights and housing and good general competence in other areas of advice. You will be an experienced practitioner, able to take a holistic and asset based approach to working with people who are marginalised.

You will be confident, organised, and able to provide effective support and supervision to project staff and with the ability to build and sustain positive relationships with colleagues and external partners. Excellent communication, interpersonal, IT and case management skills are essential.

This is a new role within HCAB funded by the Scottish Government to provide additional resources to the CAB network to meet the anticipated demand for debt advice in 2021-2022 as a result of the COVID-19 pandemic.

You will join our Money Advice Team which includes the new SL CAB Debt Helpline team and a service co-ordinator providing admin and casework assistance. The team is supervised by the Money Advice Lead Officer.

You will be an experienced money adviser able to undertake Type II money advice casework; provide in-session money advice support to volunteer advisers within our generalist service and take part in quality of advice peer review arrangements;

Competency in working with the social security systems and recent experience of providing money advice to Scottish National Standards competency is essential, along with an enthusiasm and commitment to support the principles of volunteerism. Strong effective communication skills, the ability to work as part of a team, problem solve and a flexible approach are all essential. HCAB is currently working in a blended way with a mix of office and home based working on a rota basis. To meet local demand we are working towards provision of a 6 day service and ability to work early evenings and Saturday morning on a planned basis is essential.

This new Project funded by Scottish Legal Aid Board will help to change the way Citizens Advice in South Lanarkshire delivers debt advice by improving access and focusing on the needs of individuals approaching us for help with debt.

The Money Advisers will respond to people contacting our new South Lanarkshire Debt Helpline. You will provide a holistic diagnosis of the client’s problems, helping to resolve the enquiry if possible and identifying whether the client is able to self-help. You will offer contact by telephone, email, make use of virtual platforms and other tools. You will assess communication and support needs and refer on for face to face appointment, other specialist advice and support. Your aim is to provide the most effective service to suit the needs of the person calling.

A competent adviser, you will be willing to quickly take up the training opportunities to develop your money advice skills and knowledge. You will have excellent communication skills and person centred in the way you work. You will be numerate, and literate with excellent IT skills. Attention to detail and an ability to be flexible and adapt the way you work will be essential.

We anticipate the service will operate for 55 hours per week and the Money Advisers will work on a rota basis to cover the operating hours. This will include evening and weekend working. The remaining hours will be used for staff training, meetings etc. The hours of operation may change to meet the needs of our communities learning from Project monitoring and service users feedback.

This post is funded until 31st March 2023.

Full induction, training and support will be provided.