This vacancy has now closed

Advice and Support Officer

  • Full time
  • £27,817
  • Suite 4/1, Great Michael House, 14 Links Place, Edinburgh EH6 7EZ (Remote working option)
  • Closing 19th October 2023

  • Advertised from 2nd October 2023
  • 35h per week - Monday - Friday 9am to 5pm.


Change Mental Health is a leading national mental health charity providing unique support to people with severe and enduring mental ill health. With over 50 years’ experience across Scotland, we believe people affected by poor mental health and illness deserve the highest quality of support in the community and that every person has the right to be valued and to share in the opportunities, challenges, and joys of everyday life.

Change Mental Health is determined to be the leading source of information, advice and guidance on Mental Health and Mental Illness in Scotland. We want to make sure that everyone has the information and advice they need to make the right decisions for themselves and their families.

About the Role:

The Advice and Support Officer is a specialist role, providing information, advice and support to people experiencing or impacted by mental illness via our Advice and Support Service. This will include providing support to those who are struggling with their mental health and money or housing needs, as well as supporting Change Mental Health staff, Professionals and members of the public looking for high-quality and reliable information around mental health support. This role will play a crucial part in representing Change Mental Health by being the first point of contact for those looking for support, whether that is over the telephone, email or virtually. In addition, you will be triaging enquiries as they come through to ensure we are providing a timely and efficient service and managing a case load and structured appointments. This role will work remotely and in the community to provide person-centered guidance, support and representation, as required.

The Advice and Support Officer role will assist clients through providing information, emotional support, specialist advice, advocacy and representation, including in-depth financial assessments, income maximisation, debt management and tribunal representation. They will adhere to rigorous guidelines and regulations ensuring that people receive the highest quality service possible and are committed to working to Type 1 to Type 3 SNSIAP and FCA standards.

The Advice and Support Officer will offer both more general Information, Advice and Guidance to people seeking information and support and will also provide in depth casework support as needed.

The Advice and Support Officer will work with a degree of autonomy and is a team player and play a role in developing and promoting the service. The role supports the Service Manager to meet national and funder criteria, contributing to analysis, reviews and consultations to gather evidence and highlight the issues that our client base face.

Key Responsibilities:

· I work closely with the Service Manager to achieve strategic and operational outcomes

· I provide emotional support to clients accessing support from our Advice and Support Service throughout their journey

· I review client support needs to ensure that wider health and wellbeing outcomes are being achieved

· I take shifts answering general enquiries from the public through telephone, webchat or email.

· I assess clients needs and entitlements and provide specialist help and support to maximise income through claiming welfare benefits, accessing grants and managing debts

· I provide housing advice and advocacy where appropriate

· I represent at tribunals as and when required

· I liaise with a range of specialist agencies to achieve the best outcomes for service users

· I set up appointments and case records and signpost and refer to other services as needed

· I maintain high quality case recording adhering to SNSIAP

· I maintain accurate and confidential records and report on outcomes following regulations and quality standards

· I gather and help to collate statistics to build an evidence base for policy development and influence

· I will meet targets set by my line manager/ Change Mental Health

· My focus is ensuring continuity of service within the context of Change Mental Health values and strategic outcomes

· I ensure that careful and ongoing review systems are in place and maintained

· I build positive working relationships with local partners to better support our service users and to promote the work of Change Mental Health

· I contribute to Research and Development at a local and national level in support of National objectives to promote service improvements

· I ensure that all Health and Safety responsibilities within practice settings are fulfilled

Essential Criteria:

· I have experience of providing welfare advice directly to clients

· I hold a recognised professional money/welfare advice training or qualification such as Wiser Adviser or CPAG

· I have experience working in mental health and advice settings

· I work well as part of a team but can also work autonomously

· I rigorously maintain a client- centred approach

· I work in a timely and conscientious manner

· My value base is consistent with the aims and objectives of Change Mental Health

· I apply an analytical approach to problems in order to find solutions

· I am competent in planning and reviewing development plans and taking appropriate action if needed

· I have excellent interpersonal skills and can listen to other and communicate clearly and concisely

· My IT skills are of a high standard and I have experience of working with electronic case management systems (such as Advice Pro, CASTLE or MACS)

· I recognise the importance of professional support and supervision and fully take part in the processes that Change Mental Health establish.

· I am keen to develop my knowledge and skills and attend training as required

Desirable Criteria:

· I have a sound knowledge of Health and Social care policy in Scotland and can apply this to my role

· I have a sound theory base of social care interventions including risk assessment


Professional development including funded opportunities.

A generous 37 days’ holiday.

A 35-hour working week & access to a season ticket loan.

A great work life balance with flexible and blended working environment.

24/7 access to an award-winning Employee Assistance Programme providing free legal, financial and medical advice as well as support with life’s challenges.

Enhanced sick pay and leave entitlements

Paid Mental Wellbeing Days

Cycle to Work Scheme

Blue Light discount card

Application notes

To find out more and apply please visit our website

Application deadline 19/10/2023