Tewkesbury Foodbank Adviser (Trainees considered)

The role

Foodbanks – Tewkesbury, Gloucester, Cheltenham, Forest of Dean

Reporting to: Core Services Team Leader

Department/Team: Foodbank Company Benefits

FTE Annual Leave Entitlement: 27 days plus Bank Holidays

Pension: Contribution of 7% based on 4% employee contribution

Employee Assistance Scheme: Health Assured Birthday leave:

Take a day to celebrate your birthday. This is separate from your annual leave entitlement.

Christmas Closure

Our office is closed between Christmas and New Year.

These days are not deducted from your annual leave.

Flexible Working Policy: Includes compressed hours, flexitime, homeworking/hybrid

Role purpose

Referrals to the Foodbanks have increased over the last few years. This role is funded by Tewkesbury Foodbank to provide an advice service to clients of Tewkesbury area. The postholder will be required to be flexible and may work at other Foodbanks. The service will ordinarily be delivered face to face at the foodbank during their opening time.

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

Applications from trainees are welcome.

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 Gloucester 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.
➢ Building and maintaining relationships with funder organisation, liaising with foodbank team and management on a day-to-day basis. Representing Citizens Advice within a funded outreach setting. Attending quarterly meetings with foodbank management and Trustees to report on ongoing work within the foodbank.

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 of calculations.
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 by emailing her via the details to the  right of this advert.

Applying for this post
To apply for this post, please complete our application form, which can be found on our website, www.gloscab.org.uk. Completed application forms should then be emailed to info@gloscab.org.uk.
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.