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.

As the charitable subsidiary of West of Scotland Housing Association (WSHA), Willowacre Trusts overarching aim is to tackle social and economic disadvantage and impact on tenancy sustainment within the communities served by WSHA. Our values (respect, inclusive, integrity, improvement and support) shape how we act, our decisions and the services we provide.

Our staff are at the heart of our business and we support them to be their best which is demonstrated with 84% of staff saying WSHA is a good place to work. We provide a friendly, inclusive environment and dependent on the role - the flexibility of a hybrid model of working (mix of home and office). Staff also benefit with a generous holiday allowance of 40 days. We know that to deliver outstanding customer service, we must ensure our staff are happy, healthy and motivated and we put a strong focus on staff wellbeing which is reflected with our gold accreditation for Healthy Working Lives. All staff also have free access to a comprehensive Employee Support Service.

We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, sexual orientation, age, or religion or belief. We are particularly interested to hear from applicants with a disability, or from a black or minority ethnic background.

Disabled applicants who meet the essential criteria will, where possible be granted an interview under the Disability Confident scheme

We are looking for a new Community Worker for our Cycling Project who shares our values and will use them to guide the way they work on a daily basis. Willowacre Trust currently operates a community bike and cycle project from our community centre at Barrowfield. The project delivers free repairs and refurbishments of bikes and provides access to led cycling sessions, along with opportunities for local people to volunteer. Woking with local communities and partners, the post will support the increase, reach and capacity of the existing cycling project, and support the expansion of the project in two new communities, Springburn and Woodlands.

This post will be based across the Barrowfield Community Hub and our community hubs in Springburn and Woodlands

You should have:

• Excellent interpersonal and engagement skills, with the ability to communicate effectively at all levels
• The ability to motivate and encourage community participation within hard-to-reach groups
• Experience of developing and delivering community activities, events and group work sessions
• Experience of working with and managing volunteers
• Knowledge and passion for Promoting Cycling
• Experience of bike repairs and refurbishment

Commitment: Part-time, Voluntary (Expenses Paid)

About Us: Airdrie Citizens Advice Bureau is a member of the Scottish Association of Citizens Advice Bureaux, dedicated to providing free, independent, impartial, and confidential advice to individuals in our community. We assist clients with a wide range of issues, including benefits, debt, employment, housing, and more. Our mission is to ensure that people understand their rights and responsibilities and can express their needs effectively.

Role Overview: As a volunteer trustee, you will play a crucial role in the strategic management and governance of our bureau. You will work collaboratively with fellow trustees to ensure the bureau's services are effective, sustainable, and responsive to the needs of our community. This is an exciting opportunity to contribute to a respected organisation and make a meaningful impact locally.

Key Responsibilities:

• Strategic Leadership: Contribute to the development and implementation of the bureau's strategic plan, ensuring alignment with our mission and values.
• Governance: Ensure that the bureau operates in compliance with its governing documents, charity law, and other relevant legislation or regulations.
• Financial Oversight: Monitor the financial health of the organisation, approving budgets and ensuring that financial controls and risk management procedures are robust and effective.
• Advocacy and Representation: Act as an ambassador for the bureau, enhancing its public profile and fostering relationships with stakeholders, including funders, partners, and the local community.
• Support and Development: Provide guidance and support to the bureau's management team, ensuring that resources are used effectively and staff and volunteers are valued and motivated.

Person Specification:

We are seeking individuals from Airdrie who can demonstrate:

• Commitment: A strong dedication to the aims and principles of the Citizens Advice service, including the values of free, confidential, impartial, and independent advice.
• Strategic Vision: The ability to think creatively and strategically, identifying opportunities and challenges for the bureau.
• Teamwork: Effective communication and interpersonal skills, with the ability to work collaboratively as part of a diverse team.
• Integrity: A commitment to upholding the highest standards of governance and ethics.

We are particularly interested in candidates with experience or expertise in one or more of the following areas:

• Fundraising
• Human Resources
• Digital Marketing
• Governance
• Public and Third Sector Organisations

Time Commitment: Trustees are expected to attend board meetings (every two months) and the Annual General Meeting (AGM). Additionally, trustees may participate in sub-committees or working groups as needed. The total time commitment is estimated to be approximately 4 to 6 hours per month.

What We Offer:

• The opportunity to make a significant impact in your local community
• The chance to work with a dedicated team of trustees, staff, and volunteers
• Reimbursement of reasonable expenses incurred in the course of your duties

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.