Since 1984 Granton Information Centre (GIC) have worked hard to improve the lives of individuals and families by providing free & impartial advice, advocacy and representation on matters relating to welfare rights, debt and housing. If you are passionate about alleviating poverty and supporting people and communities in Edinburgh, we want to hear from you!

Main Tasks

• Provide advice and assistance with welfare benefit entitlement claims and money, debt and general housing issues, via centre based, telephone, outreach and home visit appointments.

• Represent claimants at appeal tribunals.

• Record and maintain accurate client case records using our Advice Pro recording system.

• Maintain an up-to-date knowledge of changes and developments in welfare, housing and debt legislation and liaise with colleagues on any issues that need to be communicated wider.

Roxburgh and Berwickshire CAB is an independent charity providing advice, information and support to people across our community. We are a friendly team of staff and volunteers working over 4 locations (Eyemouth, Duns, Kelso, and Hawick) 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:

To ensure the provision and development of quality advice, information and representation on statutory benefits and other social welfare matters in the Scottish Borders.

Key Responsibilities

• Interview clients over the phone, and face-to-face to gather relevant information about their circumstances and identify the areas they require assistance with.

• Research advice areas to identify possible options for the client.

• Improving access to benefit entitlements and maximising income.

• Provide representation for clients at social security first tier tribunals.

• Provide support and guidance on complex cases to CAB staff and volunteers.

• Run outreach sessions across Roxburgh and Berwickshire to enable our clients to access advice within their local community.

• Identify social policy issues to feedback to the wider network to help benefit both local and national social policy campaigns.

• Negotiate with third parties on the client’s behalf to resolve issues they are facing, for example, with employers, benefit agencies, and landlords, etc.

• Coordinate with other specialist advisors and projects within the Citizens Advice Bureau network to ensure clients receive support with complex issues.

• Keep comprehensive records of casework which meet audit requirements, including use of CASTLE case recording system.

• Identify areas for personal development and proactively explore training opportunities to continue your own personal development.

• Keep up to date on relevant legislation and case law relevant to the role.

• Carry out case checking responsibilities to help ensure cases are meeting audit requirements.

• Uphold the principles of Roxburgh and Berwickshire CAB at all times.

This list is not exhaustive, and you will be expected to carry out any other reasonable duties as requested by the operations coordinator or the bureau manager.

About Us:

Roxburgh and Berwickshire CAB is an independent charity providing advice, information and support to people across our community. We are a friendly team of staff and volunteers working over 4 locations (Eyemouth, Duns, Kelso, and Hawick) 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.

About the project:

The Veterans Advice Service is a new project being established for the 2026-2027 financial year. The project will support both veterans and their families by providing holistic advice covering a range of areas such as benefits, housing, debt, and employment.

This project will include a focus on providing outreach in locations within Roxburgh and Berwickshire which do not currently have a physical CAB presence. These outreach sessions will allow the provision of face-to-face advice and aim to ameliorate the challenges faced by veterans living in rurality such as geographic and social isolation.

As part of this outreach activity, the project advisor will liaise with groups and organisations who are providing support for veterans within the community. The project advisor will raise awareness of the services and advice areas covered by Roxburgh and Berwickshire CAB.

Job description:

As the Veterans Advice Service Advisor, you will have an interesting and rewarding role giving advice on a range of topics. 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. You will have the opportunity to advise across a number of areas, including: benefits, housing, debt, and employment etc. You will also have the opportunity to run outreach sessions within the local community, engaging with veterans and their families.

Within the role you will work with the bureau manager and operations coordinators to engage with other groups and organisations within the local community.

Key Responsibilities

• Interview clients over the phone, and face-to-face to gather relevant information about their circumstances and identify the areas they require assistance with.

• Research advice areas to identify possible options for the client and explain these in a concise and understandable way, to allow the client to make an informed decision.

• Engage with organisations and groups which provide support to veterans and their families, through raising awareness of our services, whilst also consolidating and strengthening clear referral pathways.

• Run outreach sessions across Roxburgh and Berwickshire to enable our clients to access advice within their local community.

• Provide practical assistance to clients such as completing benefit calculations on their behalf and helping clients to contact other agencies.

• Identify social policy issues to feedback to the wider network to help benefit both local and national social policy campaigns.

• Negotiate with third parties on the client’s behalf to resolve issues they are facing, for example, with employers, benefit agencies, and landlords, etc.

• Coordinate with other specialist advisors and projects within the Citizens Advice Bureau network to ensure clients receive support with complex issues.

• Refer clients to external agencies where the support required falls out with our remit.

• Maintain accurate records through the case recording system.

• Identify areas for personal development and proactively explore training opportunities to continue your own personal development.

• Keep up to date on relevant legislation and case law relevant to the role.

• Uphold the principles of Roxburgh and Berwickshire CAB at all times.

This list is not exhaustive, and you will be expected to carry out any other reasonable duties as requested by the operations coordinator or the bureau manager.

The role may require the occasional weekend work.