To provide clients with holistic advice covering debt, income maximisation, energy. This will include preparation of financial statements, explanation of debt options and assistance to access these options. The role will require the ability to interact with clients over the telephone, face to face and using digital channels to provide advice.

Ongoing training will be provided however you should be someone who can demonstrate experience of working with clients who are experiencing multiple and complex issues and who can provide advice sensitively and with confidence to clients.

In addition to managing a caseload you may also be required to work on a duty rota for dealing with initial money advice contacts and for covering outreach services as required, as well as providing 2nd-tier support to other advisers within the Bureau.

You should have an understanding of the effects of financial difficulties and financial hardship on our clients. You should be an excellent team player with a desire to progress with training to meet the standards required.

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.

At Help for Heroes, we believe those who serve our country deserve support when they are wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds; their lives changed forever. We help them, and those still serving, to recover and get on with their lives.

And who are we you’re wondering? We are experts and beginners. Generalists and specialists. Ordinary people with an extraordinary passion towards making a positive change to the lives of our veterans (and having fun while doing it).

As One Team we share a philosophy – I.C.A.R.E. It’s the way we walk and talk, the way we interact with others and how we approach everything we do. We are: Innovative – Collaborative – Authentic – Resourceful – Energetic.

We have an incredible opportunity for a COMMUNITY BUILDER to join our Community Development team.

Please see below for more information on what just might be your future role.

About The Role

As a Community Builder, you will be at the heart of our Asset-Based Community Development (ABCD) approach, supporting the charity’s objective to enhance reach with a focus on enabling a positive impact for members of the armed forces community facing challenges. You will do this by creating sustainable, community-led solutions that enhance their well-being. You will identify strengths within local communities, foster meaningful connections, and utilise this to create new networks and drive positive change.

We are looking for a motivated and dynamic individual who is passionate about collaboration and community-led change. If you believe in the power of strong, connected communities, this role is for you.

Working closely with Community Development Managers across regions within the UK, you will create opportunities for members of the Armed Forces community and their families to re-engage with Help for Heroes and their local community.

About You

You will have experience of working alongside communities to create the conditions for community-led change, ideally with experience of Asset-Based Community Development. You will have good organisational skills, energy and the ability to listen, build relationships, and inspire collaboration which will be essential in creating positive, lasting change.

Key Responsibilities

• Conduct outreach to celebrate community strengths and foster engagement.
• Develop and embed an ABCD-informed way of working.
• Identify ‘Connectors’ across the community and provide opportunities for them to come together regularly to exchange learning and map community assets. Facilitate gatherings that empower community members to share their strengths, co-create initiatives, and foster a sense of belonging and ownership.
• Encourage and support community-led action in response to local AFC needs/ interests through peer led/ co – designed initiatives.
• Increase awareness of challenges faced by military personnel, veterans, and their families.

We are looking for someone with:

• A Community Development qualification and/or at least 3 years' experience in community development or a similar role with transferable skills.
• Strong communication and interpersonal skills, with the ability to build relationships that drive action.
• Experience working within an integrated multi-disciplinary service.
• A track record of successful collaboration with partners and stakeholders.

PLEASE NOTE:

The successful candidate will need to be based within an hour’s commute of their allocated locality and there is a requirement to travel within a 75-mile radius of this location (travel expenses covered). The successful candidate must possess a valid full UK driver’s license and have access to a reliable vehicle with business insurance for work purposes.

The successful candidate will work 35 hours a week over 5 days, including evening and weekend work as required by the company. Flexibility in working hours is necessary to ensure a total of 70 hours is covered over a 2-week period so please take this into consideration before applying.

About the Team

You will be part of a newly formed Community Development team, dedicated to embedding Asset-Based Community Development. We will amplify the strengths already present in communities, forging lasting partnerships and initiatives that empower the Armed Forces community to thrive. Together the Community Development Managers and the Community Builders will strengthen local communities using resources and networks that are readily available. You will do this to proliferate opportunities for sustainable participation and engagement alongside a multi-disciplinary team in order to support the Armed Forces Community to live well after service.

Please see the job description for more details.

Due to high demand, we may close this vacancy early

About Us

Help for Heroes believes those who serve our country deserve support when they’re wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds. The Charity helps them, and their families, to recover and get on with their lives. It has already supported more than 26,500 people and won’t stop until every wounded veteran gets the support they deserve.

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