Forest Foodbank Adviser

Job Description

North & West Gloucestershire Citizens Advice are looking for an enthusiastic individual to join our projects team and make a real difference to their community.

This is an opportunity for you to join an established charity that has an excellent reputation for the provision of high-quality advice and is a great place to work. You’ll be part of a team committed to working together and with partner agencies to achieve the best outcomes we can for our clients.

If you do not have the experience for this role, we are considering trainees. We have a training programme which will provide you with the skills, knowledge, and experience to do the role as well as a career opportunity which could lead to professional progression within the service.

Please note, this job specification applies to fully trained adviser. Trainee will be working towards gaining those qualifications.

The role

Location: Forest Foodbank and Outreach locations / Cinderford
Reporting to: Core Services & Projects Team Leader

Role purpose

Referrals to the Foodbank in the Forest of Dean area have increased over the last few years. This role is funded by Forest of Dean Foodbank to provide an advice service to foodbank clients who live in the Forest of Dean area. The service will ordinarily be delivered face to face at the foodbank with some home visit appointments if needed.

This role will be line managed by Citizens Advice but will also have progress reporting requirements to the Foodbank.

Role profile

Advice giving

➢ Provide holistic advice to residents at outreach venues and pop-up sessions in named Districts, with a focus on income maximisation work, including eligibility checks, benefit claims, challenges and overpayments, budgeting, grants and some debt work.
➢ Research and explore options and implications so that clients can make informed decisions.
➢ Issue food vouchers to clients in accordance with Trussell Trust criteria and processes.
➢ 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.
➢ Provide low level casework to help move clients forward with their problem and make effective referrals and sign posting.
➢ Complete benefit calculations and Debt Assessment Tools to identify options for clients to make informed choices.
➢ Deliver advice and casework through a range of channels including video, phone, webchat, email and face to face.
➢ Complete confirmation of advice letters/emails and provide follow ups, ensuring  deadlines are met and clients are aware of timelines when self-servicing.
➢ Maintain accurate case records and data recording.
➢ Ensure outreach and pop-up advice sessions are fully resourced to deliver successfully.
➢ Use information and advice resources, including remote supervisors to ensure advice is accurate.
➢ Ensure all relevant policies and procedures are followed in work.
➢ Ensure that all work conforms to the organisation’s office manual and the Advice Quality standard as appropriate and in accordance with the policies and practices of the Trussell Trust.
➢ Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy.

Research and Campaigns

➢ Assist with research and campaigns work by providing information as appropriate.
➢ Alert clients to research and campaign options.
➢ Keep up to date with legislation, policies and procedures and undertake appropriate
training.

Administration

➢ Attend relevant internal and external meetings as agreed with Citizens Advice line manager.

➢ Attend progress meetings with Food Bank manager and other foodbank staff to keep communication open and update on issues, as needed.
➢ Prepare for and attend supervisor session/team meetings/staff meetings as appropriate.
➢ Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production.
➢ Supply data to Forest of Dean Foodbank on a monthly basis, to meet their project reporting requirements, in accordance with GDPR. This may include (but is not limited to) number of clients managed, geographical data, success rate and outcomes. Anonymised case studies will also be needed to support reporting.
➢ Keep accurate timesheets, where required.
➢ Ensure all work conforms to the organisation’s systems and procedures.

Other

➢ Complete required training to comply with quality assurance processes.
➢ Keep up to date with changes related to generalist advice work.
➢ Carry out any task that may be within the scope of the post to ensure the effective delivery and development of the service.
➢ Professional Development.

Person specification

1. The ability to commit to and work within, the aims, principles and policies of Citizens
Advice service.
2. Certificate in Generalist Advice work, or equivalent qualification or equivalent level of experience and skill.
3. Experience of 1-2-1 generalist advice, including debt, welfare rights, housing and employment advice.
4. Sensitive listening and questioning skills to understand the needs of others and maintain professional non-judgemental attitude.
5. Experience of efficiently and effectively managing a mixed case load including closing cases in a timely manner.
6. Ability to work on own initiative, prioritise work, meet deadlines and deliver results.
7. Ability to deal tactfully and effectively with internal and external stakeholders.
8. Flexibility and willingness to work as part of a diverse team.
9. Understanding of the issues affecting society and their implications for clients and service provision.
10. Ability to learn and use IT applications as required.

Desirable experience:

11. Recent experience of benefits advice giving in Citizens Advice or similar advice setting.
12. Ability to advise in debt and other social welfare issues.
13. A thorough understanding of the issues involved in interviewing and working with clients, and in particular vulnerable people.
14. Proven ability to work well in a busy, pressured environment, work as part of a team but also able to work without direct support and supervision at times.
15. Experience of explaining complex information to clients and checking accuracy ofcalculations.
16. Good understanding of social welfare law enquiry areas.

Want to chat about this role?

If you want to chat about the role further, you can contact Helen via details to the right of this advert.

Applying for this post

To apply for this post, please click on Apply Now and forward your CV, outlining your relevant experience, skills and qualifications. A covering letter (maximum two pages) explaining why you are interested in the role and how your experience and skills meet the requirements of the person specification.

In your covering letter, please address the following:

• Why you are interested in the role and what attracts you to working for North & West Gloucestershire Citizens Advice
• Your relevant experience, including examples that demonstrate how you have carried out similar responsibilities.
• The key skills and strengths you would bring to the role.
• How you meet the essential requirements of the person specification, providing specific examples where possible.
• What you feel you could contribute to the team and organisation.

We are interested in the quality and relevance of your examples, rather than simply repeating information from your CV. Where possible, please use specific examples to demonstrate what you have done, the role you played and the outcome or impact.

Your covering letter will be considered alongside your CV as part of the shortlisting process.

In accordance with Citizens Advice national policy, we may require the successful candidate
to be screened by the DBS. However, a criminal record will not necessarily be a bar to your
being able to take up the job.