About Us

Inverness, Badenoch and Strathspey CAB is an independent charity providing advice, information and support to people across our community. We are a friendly team of over 60 employees and volunteers working over 3 locations (Inverness, Raigmore and Aviemore) delivering a busy advice service. We strive to deliver a good quality service that meets the needs of our clients in a non-judgemental and confidential manner. We aim for individuals not to suffer through not knowing or understanding their rights and responsibilities or not being aware of the services available to them. We provide advice and options to our clients so that they can make informed decision and feel empowered to improve their personal circumstance.

JOB DESCRIPTION

Purpose of the Role

As an Advice Worker, you will have an interesting and rewarding role giving advice on a range of topics but in particular Universal Credit and benefits. You will work as part of a supportive team ensuring our clients receive a holistic service enabling them to exercise their rights and access the benefits and services they are entitled to. At IBS CAB you will have the opportunity to gain a broad knowledge in a range of topics (e.g. housing, debt, employment) as well as developing your skills and experience. You will be supported through an extensive initial training programme and encouraged to continually develop during your time with us.

Key Responsibilities

Advice Giving

• Interview clients over the phone and/or through video conference and/or face to face to gather relevant information about their circumstance and the issue(s) they seek help with.
• Research the topic to identify options and potential action for the client
• Explain simply and concisely the options available to the client so that they can make an informed decision
• Offer practical help such as calculating benefits, supporting client to claim Universal Credit and contacting other agencies on behalf of the client
• Liaise with specialist teams within the bureau on complex issues and on-going casework and ensure we are providing a holistic advice service
• Refer clients to other agencies and 3rd sector organisation for specialist support and advice
• Record each contact with the client on the CAB database
• Ensure advice given meets the standard expected and this is reflected in case records

Social Policy

• Identify issues brought to the bureau by clients which may have a wider social policy impact and needs further action at a local or national basis
• Record social policy issues on the case recording database
• Provide case studies to be used for highlighting social policy issues and for evidencing the work of the bureau

Case Management

• Manage workload by prioritising enquiries and casework and report back to manager on progress
• Use case recording database and other IT systems to ensure follow up action is taken within timescales

Data handling and Confidentiality

• Adhere to data protection regulations and ensure that special category data is handled in accordance with relevant legislation and organisational procedures  Abide by Citizens Advice confidentiality policy

Working with Others

• Develop and maintain good working relationships with the team, share knowledge and information and make a positive contribution by working proactively toward delivering a good service for our clients
• Provide encouragement and support to our team of volunteers and contribute to their positive volunteering experience
• Develop and maintain good working relationships with external stakeholders, including statutory and voluntary service providers
• Embrace our equality and diversity principles by treating everyone as individuals and with respect at all times

Training & Development

• Be proactive in identifying own training needs and taking responsibility for personal development
• Keep knowledge up to date on legislation relevant to the post and of local issues and policies
• Seek support from manager and participate in supervision and appraisal meetings. Use feedback constructively to further knowledge and skills

General

• Adhere to all IBS CAB policies and procedures
• Be willing to carry out any other related tasks, as required by your manager, which are compatible with the functions of the post.

PERSON SPECIFICATION

This role would suit an individual who is enthusiastic to gain new knowledge and learn new skills. You may be at the start of your career, returning to work after a break or simply looking for a change in direction.

What is important to us is that you:

• Want to advise and help a broad range of people particularly those who are disadvantaged
• Have good communication skills and are comfortable talking to a diverse range of people over the phone, through webchat and face to face
• Are able to build positive relationships with clients, colleagues, volunteers and external contacts , including energy companies
• Willing to have difficult and/or sensitive conversations
• Have a practical and common-sense approach with the ability to manage others expectations
• Are enthusiastic about learning and gaining new skills, knowledge and experience
• Wish to achieve a good standard of work
• Are organised and able to prioritise and meet deadlines
• Have a competent standard of written English that will allow you to complete comprehensive case records, produce correspondence such as emails and letters and complete forms on client’s behalf
• Have a competent standard of maths/arithmetic that allows you to complete basic calculations such as benefits checks, energy statement calculations and income and expenditure reports
• Are able to research information and are keen to solve problems
• Are confident in using IT systems
• Are interested in the work of CAB and associated social policy issues

Other Requirements

Please note that this post is subject to the completion of a criminal records declaration and a satisfactory Basic Disclosure check.

Hamilton Citizens Advice Bureau (CAB) was formed over 50 years ago to provide a holistic advice service to the residents of Hamilton. As a member of the Scottish Association of Citizens Advice Bureaux network, Hamilton CAB aims to provide free, independent, impartial, and confidential advice and information to ensure that people understand their rights and responsibilities and can express their needs effectively. We campaign and influence to tackle the root cause of the problems people face and work to strengthen their rights.

Hamilton CAB currently operates from two offices in Hamilton and are supported by 18 members of staff and 31 volunteers including board members. The Bureau supports individuals with a wide range of general enquiries whilst project staff provide specialist support on topics including benefits, debt, utilities, and money matters.

The role:

We are seeking a committed and dynamic individual to serve as the Chair of our organisation.

As Chair, you will play a vital role by providing strategic leadership to the board, ensuring it fulfils its responsibilities for the governance of the organisation. You will also provide line management, support and direction to the Chief Officer, helping them to achieve the organisation’s aims and objectives; and ensures the smooth running of Hamilton CAB.

We are looking for an individual who has experience of leadership and governance. You will have a passion for the voluntary sector, strong leadership skills and an ability to drive forward positive change.

Although, not financially remunerated, the role is high profile and respected within the community and will offer a great challenge, learning and networking opportunity for the right person.

There are an average of 6 Board meetings per year to commit to as well as preparation time and regular collaboration /communications with the team and stakeholders.

Reporting to: General Services Co-ordinator

Role Purpose: The Trainee Caseworker will provide advice and information (money advice and benefits) service to people in East Lothian. Full training will be given.

Responsibilities:

• Conduct welfare benefit assessments with clients to determine eligibility.

• Explain benefits entitlements to clients in a clear and concise manner.
• Advise clients on suitable benefit entitlements and assist in completing necessary forms.
• Maintain up-to-date knowledge of welfare benefits regulations and any changes coming up.
• Ensure accurate records are kept of each client interviewed and their benefits applications.
• Assist clients in challenging benefit decisions, including representing them in appeal tribunals where necessary.
• Maintain a high level of confidentiality when dealing with sensitive personal and financial information.
• Conduct money advice interviews with clients.
• Assess client income and expenditure to provide a clear picture of their financial situation.
• Identify a client's level of debt and create a plan for paying it off.
• Provide support to clients who need assistance in completing debt management plans or other repayment plans.
• Advise clients about statutory debt solutions, such as bankruptcy, when necessary.
• Keep detailed and accurate records of each client's situation and progress.

Requirements:

• Experience (or training to be given) in casework and/or welfare benefit assessment and money advice services.
• Knowledge of regulatory requirements and eligibility criteria for welfare benefits.
• In-depth knowledge of debt advice and experience in assessing clients' income and expenditure.
• Strong communication skills to explain complex and sensitive information clearly to clients.
• Good attention to detail and accuracy in record-keeping.
• Ability to work well under pressure, manage a high workload, and prioritize multiple tasks effectively.
• Empathy and patience in dealing with clients who may be vulnerable or in distress.

Our Network Services Team help Citizens Advice Bureaux across all Scottish communities to be inspired by their actions, support them, and offer them guidance and opportunities for initiating social change and making improvements to their own communities through their services.

The team act as a bridge between bureaux and Citizens Advice Scotland and provide vital assistance in the distribution of key messages, the implementation of project co-design and production with bureaux and monitoring the progress of the bureaux.

This post provides a great opportunity for you to provide administration and analytical support to the Network Services Team to support delivery of their core programme of work to the Citizens Advice Bureaux network. The aim of this programme is to build capacity across the Network. The programme consists of a range of core areas from Governance, Volunteering and Net Zero and everything in between.

As an Administration Officer you will be responsible for the collation, analysis, and reporting of statistical and qualitative data to support informed decision-making and optimise administrative effectiveness across various functions of the team, you will also have opportunities to liaise with bureaux directly.

This role offers you the opportunity to work at the heart of supporting Scotland's largest independent advice network and to make an invaluable contribution to citizen’s lives.