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

Role

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

Administration

  • 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

Inverness

IV1 1QA

E-mail: admin@invernesscab.casonline.org.uk

Closing Date: Wednesday 30th October 2019