Oxfordshire Advice Partnership is made up of Age UK Oxfordshire, Citizens Advice Oxfordshire, Oxfordshire Welfare Rights, Agnes Smith Advice Centre, Barton Advice Centre, and Rosehill and Donnington Advice Centre. The service is jointly funded by Oxfordshire County Council Adult Social Care and Child, Education and Families, and Public Health. It is focussed on meeting the needs of people living in Oxfordshire who are made more vulnerable by illness or disability, such as
* older people
* adults with learning disabilities
* adults with mental health problems
* adults with physical and sensory impairments
* adult and young carers
* young people aged 16+ with learning difficulties and or physical disabilities
* families with young children (particularly those with disabled children)
The overall aim of the service is to support people to live their lives as independently, successfully and safely as possible within the community by maximising income, helping to make the best use of the money available to them and managing debt, which will improve people's choice and control and enhance wellbeing.
Role Purpose
As part of a team of Telephone Advisers and a wider team of Advisers and Caseworkers you will be the first point of contact on the designated telephone advice line and email service for clients. You will complete an initial triage to ascertain eligibility for the service and where appropriate give limited advice on benefits, debt and other financial and welfare matters. Callers who may be able to obtain assistance from another, more appropriate agency or service will be signposted on to other sources of help. Clients will be referred to the locality based Advisers where a face to face appointment or home visit is appropriate, or to the Caseworkers for more complex advice and support.
Referrals will be made via the Oxfordshire Advice Navigator website, which will provide signposting resources to trusted websites and services. Where the client seeks a service, they will complete the online form which will populate a common task list. Callers to the helpline will be asked to leave a voicemail which will also be added to the tasklist for call backs
Person Specification
Ability to commit to and work within the aims, principles and policies of the Citizens Advice service.
A good, up to date understanding of equality and diversity and its application to the provision of advice.
Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
Ability to monitor and maintain own standards
Understanding of the main enquiry issues involved in assessing clients' issues
Experience in delivering advice using varied delivery methods
Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
Understanding of the issues affecting society and their implications for clients and service provision.
Ability to use IT systems and packages in the provision of advice, including the ability to input data for record keeping and navigate online information systems.
Ability and willingness to work as part of a team
Ability to work within guidelines, protocols and procedures.
Ability to manage time effectively
Effective written and oral communication skills.
Ability to understand statistics and check accuracy of calculations.
A commitment to continuing professional development, including a willingness to learn and develop knowledge and skills in main enquiry areas.
This is a permanent position
For full details of the position and how to apply please visit our website
Completed applications must be received by Monday 6 October at Midday
Job Types: Part-time, Permanent
Pay: £25,848.00-£26,397.00 per year
Expected hours: 14 per week
Benefits:
* Company pension
Work Location: Hybrid remote in Witney OX28 6DY