Universal Credit Mitigation Project

CITIZENS ADVICE SOUTHWARK

- JOB DESCRIPTION -

DESIGNATION: Outreach Advice Worker

CURRENT SCALE: Scale 6

RESPONSIBLE TO: Advice Services Manager

RESPONSIBLE FOR: Volunteers and work placements

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JOB PURPOSE:  To provide high quality advice and undertake casework for Universal Credit Claimants at Outreach locations in Southwark  To take up Research & Campaigns issues in accordance with the aims and principles of the Citizens Advice Service  To provide a referral and signposting route into other appropriate services to ensure the advice offer is holistic  To represent Citizens Advice Southwark to partner organisations by demonstrating our aims and principles in a professional and courteous manner

PRINCIPLE TASKS & RESPONSIBILITIES

1. Undertaking Casework (in line with the Citizens Advice Membership Scheme and the Advice Services Alliance Advice Quality Standard) 1.1 Interviewing, advocacy and representation on behalf of clients. 1.2 Researching information. 1.3 Following up cases. 1.4 Accepting referrals from and referring clients to other agencies. 1.5 Keeping accurate case records using proscribed systems. 1.6 Delivering advice through open door sessions, appointments, telephone, email, letters, home visits and outreach.

1.7 Overseeing evening advice sessions as required. 1.8 Assisting in general administration relevant for all the above. 2. Training and professional development 2.1 Keeping informed of all relevant legislation and changes in existing legislation in areas relevant to advice to leaseholders. 2.2 Reading the regular monthly national Citizens Advice information update and relevant publications in the field. 2.3 Attending appropriate internal and external training courses. 2.4 Keeping in touch with local issues, developments and changes in the procedure. 3. Supervision 3.1 Supervising volunteers involved in the Service. 3.2 To attending regular support and supervision sessions and appraisals with your line manager. 4. Research & Campaigns 4.1 Identifying cases where policy work needs to be undertaken. 4.2 Collecting information & producing bureau evidence forms to meet minimum Service targets. 4.3 Liaising with Citizens Advice and/or other agencies to take concerted action on issues and attending related meetings. 4.4 Initiating and participating in projects to deal with local issues. 5. Participation in the development and planning of the service 5.1 Participating in discussions and planning meetings about the overall policy and development of the Service. 5.2 Participating in regular project and Service team meetings. 6. Administration 6.1 Keeping accurate statistics for information retrieval both locally and nationally. 6.2 Recording and inputting statistics and other monitoring information. 6.3 To produce oral and written reports on your work and the work of the Service as required. 6.4 To be self-servicing, typing and using computers, photocopiers, faxes and other office equipment. 7. Other

7.1 To have due regard to health and safety issues in performing your role and to report on these to your line manager. 7.2 To uphold and promote the Aims and Principles of the Citizens Advice Service. 7.3 To uphold and promote the Equal Opportunities policies of the Citizens Advice Service. 7.4 In addition to the tasks and duties outlined in this job description, to undertake such duties which are generally compatible with the functions of the post including deputising on other services when required. 7.5 To work in the Service’s offices and elsewhere in the Borough of Southwark as required to ensure effective service delivery.

Signed (Postholder):______Date: ______

Signed (Line Manager):______Date: ______

CITIZENS ADVICE SOUTHWARK PERSON SPECIFICATION

Universal Credit Mitigation Project Outreach Advice Worker

Essential Requirements 1. You must have recent experience of providing Generalist Advice to the public and of the Gateway Assessment process. This should include having undertaken casework in welfare rights and housing. 2. Have the ability to analyse and interpret complex information and be able to show how you would relay this in an understandable way. 3. Effective written and verbal communication skills, due to a client facing role in a funder led environment. 4. Numeracy skills to understand statistics and check calculations 5. Be able to organise and prioritise your own work and take decisions within a pressurised environment. 6. Knowledge of the type of social policy issues facing the local community and a commitment to influencing social policy. 7. Demonstrate an understanding of the legal and financial issues that Universal Credit claimants may face. 8. An understanding of the advice needs and issues for the local community in a diverse inner city area. 9. Skills to contribute to effective team working and development. 10. Skills to take responsibility for own learning and development. 11. Be able to use ICT in the provision of advice. 12. Be able to work outside normal hours and at any site in Southwark as required. 13. Understand, empathise and be committed to the Citizens Advice aims, principles and equal opportunities policies.