Background:

Stirling CAB will deliver an advice and support service to the armed forces community. The armed forces community is defined as those personnel who are currently serving, those who have served in the past, and their dependants. (This definition also includes certain Merchant Navy personnel).

Main Purpose:

The Veterans Advice worker will work with the Citizens Advice bureaux in the defined regional areas. The adviser will provide advice to members of the armed forces community, support bureaux in the provision of advice to the armed forces community, will co-ordinate regional activities and may provide training

The Help to Claim Adviser (Universal Credit) delivers a holistic advice and support service aimed at clients on completing their initial Universal Credit claim and supports them through to their first payment. This involves helping with the online forms, the evidence required, and verifying their identity online using telephone, web chat and video call.

Job description

Key responsibilities

• To conduct telephone, web chat and video call interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
• To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability
• To assist with the setup of a Universal Credit account, including setting up a personal email account and/or bank account, if needed
• To provide support to clients completing and submitting their claim form, ensuring clients have identified and gathered all evidence and documentation needed
• To support the client through the first assessment period and helping them to complete the identity verification process online, if needed
• To support clients to prepare for their first appointment with a Jobcentre Plus work coach
• If appropriate, to support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare Fund
• To ensure the client understands the payment schedule and takes action to prepare
• To liaise where appropriate with bureau staff and other relevant agencies as appropriate
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation
• To ensure that all work meets quality standards and the requirements of the funder
• To provide and develop a quality advice service in relation to Universal Credit, including the ability to act as a ‘best practice lead’ for other staff and volunteers
• To keep abreast of the latest developments relating to welfare benefits and Universal Credit
• Liaise, communicate with and be operationally responsible to the multi-channel coordinator

The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.

Person specification

Knowledge, skills and experience

Essential

• Demonstrable completion of Citizens Advice Bureau Adviser Training Programme
• A sound working knowledge and experience with social security benefits and entitlement, with specific focus on Universal Credit
• Understanding, maintaining and practising high standard of case recording requirements as according to the Help to Claim project specification and the CAS quality assurance standards
• Ability to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Near Me, Zoom, Teams and other systems
• Experience of using a range of IT tools to carry out work, including case management systems, Microsoft Office, internet and email etc.
• Ability to work without supervision and prioritize workload
• Experience of working with people with multiple and complex needs
• Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
• Excellent organisational skills
• Knowledge of a range of enquiry areas to aid with identifying emergencies
• A commitment to the aims and principles of Citizens Advice Service
• Ability to operate as a team player and communicate effectively with colleagues and managers

Additional requirements

• Ability to commit to a rolling rota to be assigned for times between 07:45 and 19:00
• Must be available to work a varied shift pattern between 07:45 – 19:00 Monday – Friday, excluding statutory bank holidays in Scotland.
• The post is subject to the receipt of a satisfactory Basic Disclosure Certificate
• The post is subject to the disclosure of criminal history information

Desirable

• A proven ability to work effectively with a wide variety of stakeholders
• Experience working on helpline, webchat and video conferencing (Near Me)
• Potential ability to work remotely and as a part of a virtual helpline team

The WARMTH / Energy Advice Worker will promote & help deliver the WARMTH project & contribute to the general work of the Stirling CAB Energy Advice team, providing a tariff, energy efficiency, income maximisation and fuel debt & advice & support service for families, older people & the public, whose health conditions are exacerbated by living in cold, hard to heat housing within Stirling District.

WARMTH will locally advertise and integrate access to its services for this client group by linking into the established Stirling CAB weekly outreach architecture. In addition, WARMTH will link in with NHS stakeholders & offer home visiting to Elderly People/People with disabilities housebound by virtue of sickness, disability, childcare/care commitments, poverty or poor public transport infrastructure.

Awareness of WARMTH will be developed through our existing links with Community Councils and by utilising our established relationships with local communities and local stakeholder groups.

The WARMTH/Energy Adviser will help educate and inform, enable and empower clients to take appropriate action to reduce their fuel usage by delivering tariff, energy efficiency, income maximisation and fuel debt advice & support

The WARMTH/Energy Adviser will record, monitor & report WARMTH/ Energy Advice activity in line with the funders’ requirements.

Stirling CAB is an innovative, collaborative and progressive Bureau and is both well connected & trusted by a wide range of health & wellbeing partners & stakeholders.

The WARMTH/Energy Adviser will provide advice which fulfils the objectives of the WARMTH/ Energy Advice projects – maximise income, tariff analysis, energy efficiency advice and fuel debt advice and support - e.g. self – disconnection support, fuel vouchers, discretionary hardship funds, food banks etc.

Any other duties that could reasonably be requested by Stirling CAB.