Purpose of the role
Responsible to the Chief Executive for the provision of debt advice to clients. To advise clients in the best interests and liaise with local organisations in the provision of appropriate services and advice.
To learn and apply best practices for the delivery of debt advice. Offering the clients options and supporting them in their choices. To adhere to the regulatory bodies and the organisation's aims and principles governing the delivery of debt advice and develop client based services, while abiding by health and safety and organisational policies and practices.
Advice giving
● Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
● Use the Citizens Advice and approved information systems to find, interpret and communicate the relevant information.
● Research and explore options and implications so that clients can make informed decisions.
● Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
● Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
● Refer internally or to other specialist agencies as appropriate.
● Ensure that all work conforms to the bureau's office manual and the Advice Quality Standard / other funding requirements, as appropriate.
● Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
● Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
Discrimination
● Identify if there is any question of discrimination.
● Be aware of the bureau procedures for dealing with actual and potential discrimination issues.
Research and campaigns
● Assist with research and campaigns work by providing information about clients' circumstances through the appropriate channel.
● Alert clients to research and campaigns 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.
Administration
● Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure IT information assurance training is completed on an annual basis.
● 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
● Complete the required training to comply with quality assurance processes.
● 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 your own safety and that of colleagues.
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