We are looking for an enthusiastic, dynamic and motivated person to join our team. The Session Supervisor has day to day operational responsibility for the delivery of a high-quality generalist advice service within Airdrie Citizens Advice Bureau. The Session Supervisor is responsible that the quality of advice delivered is in line with the Scottish National Standards and Citizens Advice Scotland’s Membership standards.

This post also supports the learning and development of a high-quality service by providing formal training to volunteers and staff as and when required.

The successful applicant will be encouraged and supported in their personal development by the Senior Management Team.

Employee benefits

Airdrie Citizens Advice Bureau offers excellent terms and conditions and is an inclusive employer considering flexible working arrangements where appropriate. For more details of some of the other benefits on offer to our employees, please contact us for more information.

Core Duties

• Provide supervision and support for advice workers, particularly in relation to advice enquiries, CASTLE data entry and enquiry entry.
• Support advisers to produce accurate, legible and complete client records.
• Contribute to building and supervising an effective team, understanding the importance of continual improvement of the service.
• Undertake advice work as and when required.
• Implement effective Triage Service
•  Support and maintain uniform advice standards and contribute to their development. Ensure that advice work undertaken complies with CAS Quality Audit standards, Scottish National Standards.
• Actively implement the Aims and Principles of the CAB service, together with its other policies.

Essential Criteria

• Delivery of advice and information services to clients.
• Ability to work without supervision
• Basic training skills
• Ability to deal with staff, volunteers and the public in a calm, caring and competent manner
• Ability to analyse and interpret complex information
• Ability to prioritise own work and that of others, meet deadlines and manage workload in a pressured environment
• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively

Desirable Criteria

• At least 2 years’ experience of supporting others in advice provision
• A working knowledge of CASTLE for the purpose of recording client cases
• Commitment to ongoing training
• Working within the voluntary sector
• Experience of supporting vulnerable clients

Are you passionate about creating meaningful change for people and communities? Make your mark with the Board of Willowacre Trust

Willowacre Trust is the charitable subsidiary of West of Scotland Housing Association (WSHA) and has been working to tackle social and economic disadvantage for over 50 years. Willowacre Trust aims to positively impact the lives of WSHA tenants and our communities around the west of Scotland by providing a range of support services, including:

• Community centres, multi-use games areas and urban green spaces
• Starter packs, food parcels, upcycling, and fuel top-ups
• Older People’s Services (includes sheltered housing)
• Tenancy Sustainment Services (includes Money, Energy, Digital, Handy Person Services)
• Community Development

We are passionate about working hand-in-hand with our communities to tackle disadvantage and empower individuals and communities.

If you share this passion and would love to use your skills and experience to support us in delivering this work, we currently have two vacancies available to join the Willowacre Trust Board and we're very keen to hear from you. In this round of recruitment, we’re particularly looking for Board members with third sector/charity experience or community development experience to complement the skillset of our existing Board members.

Role

Ross & Cromarty Citizens Advice Bureau is an independent and innovative advice organisation providing holistic advice and support to local people.

The Patient Advice and Support Service (PASS) was created by the Patient Rights (Scotland) Act which was passed in February 2011 to promote awareness of patient rights and responsibilities and provide advice and support to those wishing to give feedback or comments, or to raise concerns or complaints about NHS care received.

The PASS is provided by PASS Advisers who work from within CABx which exist to provide confidential, free, independent, and impartial advice to those who live and work in the local area. Each CAB provides a service to the people in the local area through its main office as well as through outreach provision in outlying areas.

Ross & Cromarty Citizens Advice Bureau is looking for a client-focused individual with experience of providing specialist level advice, to join as a Patient Advice and Support Service (PASS) Adviser to help ensure clients get the support they need to provide feedback or comments, or to raise concerns or complaints to the NHS.

The successful candidate must be able to demonstrate relevant recent experience. Applicants should also demonstrate strong oral and written communication skills, be well organised and be proficient in using a range of IT tools to carry out their work, including case recording systems and Microsoft Office

Committed, results-driven and supportive to the needs of others, the successful applicant will be able to work both on their own initiative as well as part of a team and must be willing to follow and develop agreed procedures.

This is a unique opportunity to give citizens access to free, impartial and confidential advice helping them to make informed decisions, whenever they need it and however, they choose to access it.

Employee benefits

Ross & Cromarty Citizens Advice Bureau offers excellent terms and conditions, including a total of 40 days (pro rata) annual leave including public holidays and a pension scheme with a 3% employer contribution (min. 5% employee contribution).

Ross & Cromarty Citizens Advice Bureau is an inclusive employer considering flexible working arrangements where appropriate.

About the job

The purpose of this post is to co-ordinate and supervise the efficient day to day operational running of the general (non-specialist, Level 1) advice services including triage and general volunteer advisers.

The post holder will ensure that all advice client contacts and enquiries are allocated and progressed appropriately and will case check the work of the team to ensure Citizens Advice Membership Standards, Scottish National Standards for Information and Advice Providers and CAS Quality of Advice requirements.

A key part of this role will involve examining current systems, with a view to addressing any gaps in consistency of approach and practice across the advice team.

The post holder will be pro-active and responsive in what can be a fast paced and busy role and will ensure all staff are able to maintain the knowledge, skills, expertise and resources necessary to meet client demand for advice to the standards required.

The post holder will help to record and monitor trends in client contact and to identify where appropriate, social policy issues in order to help deliver on our twin aim of exercising a responsible influence on the development of social policies and services, both locally and nationally, and representing the organisation in relevant forums to achieve that aim.

As part of the leadership team, the post-holder will help develop and deliver against the organisation’s business strategy, with a view to maintaining the highest standard of compliance and where required, increasing the capacity and/or efficiency to meet current and future demand.