To provide specialist income maximisation, triage, and holistic welfare rights advice to individuals and families, with a primary focus on supporting people affected by cancer through the Macmillan money and more service across the North of Scotland. The role delivers a high-quality triage service—operating across phone, digital channels, hospital, hospice, and community outreach settings—to ensure timely access to benefits, grants, and financial support.

This role suits a resilient, empathetic, and highly organised adviser with benefits knowledge and strong triage capabilities. You will work in a supportive, non-judgmental environment to empower clients, while building effective referral routes with Macmillan Delivery partners, health professionals and other partner agencies.

JOB DESCRIPTION

Key work areas and tasks:

Advice Giving & Triage Delivery

• Deliver specialist welfare rights and income maximisation advice tailored to the distinct financial, practical, and emotional needs of individuals and families affected by cancer.
• Provide triage support to the wider organisation in times of peak capacity.
• Provide advice via telephone and email
• Prepare and present cases studies highlighting the services of Macmillan Money and More
• Assist clients with wider related issues integral to their case (such as energy costs, health costs, and charitable grant applications), referring to specialist advisers or partner agencies when needed.
• Maintain high standards of case recording to meet key performance indicators (KPIs), quality standards, and service reporting requirements.

Stakeholder Engagement & Partnership

• Build and maintain strong working relationships with delivery partners across Scotland, healthcare professionals, social care teams, and Macmillan specialists to streamline referral pathways.
• Prepare and deliver information sessions or awareness talks to partner organisations and client groups regarding financial support options.

Social Policy & Campaigning

• Identify systemic issues affecting clients and contribute to social policy evidence gathered by the Bureau and Macmillan.
• Support Macmillan policy, media, and campaign initiatives by capturing detailed case studies, feedback, and trend data.

Professional Development

• Keep up-to-date with changing welfare benefits legislation, regional health/social care policies, and bureau procedures.
• Attend relevant internal, Macmillan, and partner network meetings as agreed with the line manager.
• Actively participate in regular supervision sessions, team meetings, and continuous professional development activities.

ADMINISTRATION

• Use IT systems for electronic case management, statistical recording, document production, and reporting against project KPIs.
• Ensure all work adheres strictly to bureau quality standards, data protection regulations, and administrative processes.

OTHER DUTIES AND RESPONSIBILITIES

• Carry out any other tasks within the scope of the post to ensure effective delivery and development of the triage and wider welfare rights service.
• Demonstrate a firm commitment to the aims, principles, and equal opportunities policies of the CAB service and Macmillan.
• Comply with health and safety guidelines, sharing responsibility for personal safety and that of colleagues during office work and outreach visits.

PERSON SPECIFICATION

• Evidenced understanding of welfare benefits and provision of advice, or an ability to show transferable similar transferable skills.
• Empathy, resilience, and an understanding of the specific physical, emotional, and financial challenges faced by people living with cancer and their carers.
• Understanding of and commitment to the aims and principles of the CAB service and its equal opportunities policies.
• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• Ability to monitor and maintain own standards.
• High level of written and oral communication skills.
• Understanding of the issues affecting society and their implications for clients and service provision.
• Ability to use IT in the provision of advice.
• Flexibility and willingness to work as part of a team.
• Willingness to learn and develop skills in advice topics.
• Willingness to train other staff or volunteers
• Numeracy skills required to understand statistics and check calculations.
• An understanding of and respect for the volunteer led ethos of CAB and an ability to reflect this in their day-to-day work.

An exciting opportunity has arisen to join our team of paid and volunteer staff to further develop our Energy Advice service. Clackmannanshire Citizens Advice Bureau, based in Alloa, is an independent and innovative advice organisation providing holistic advice to the residents of Clackmannanshire across 7 locations in the county. We currently have 25 paid staff and 14 volunteers who provide a wide range of services, across our projects.

We have been delivering a valuable, high-level service to the community of Clackmannanshire for over 50 years. We have accreditation in Type III advice by Scottish National Standards for advice providers (SNSIAP) in the areas of Housing, Energy, Debt and Benefits.

All bureaux are members of Citizens Advice Scotland (the Scottish Association of CABx), and as such must meet specific conditions of membership related to standards of service and other matters. Each operates as an independent charity. This bureau is a limited company as well as a registered charity, governed by a board of directors/trustees.

About the Role

This role of Safe & Warm Energy Adviser has been funded since 2022 and is now extended until March 31st 2028 with the possibility of a further extension and provides an excellent opportunity based at our premises in Glebe Hall, Burgh Mews, Alloa.

We are looking for a highly motivated organised person with the drive and enthusiasm to build on the Bureau’s successful track record of supporting vulnerable people facing financial hardship. The Safe & Warm Adviser will help people experiencing problems with utility services make informed decisions, control their budgets and avoid fuel poverty.

In addition, there is a requirement to provide and maintain accurate records, provide statistical data and provide reports, as required, whilst managing their own workload. An understanding of the needs of our funders and their requirements is necessary.

Applicants should ideally be a suitably experienced worker able to publicise the project and to encourage self-referrals from other agencies. There is a requirement to have a knowledge of the process of project delivery with excellent interpersonal skills as partnership working in the voluntary and statutory sectors are required.

Applicants should also demonstrate strong oral and written communication skills, enthusiasm, strong social awareness and an excellent team player, be well organised and be proficient in using a range of IT tools to carry out their work, including case recording systems, Microsoft Office.

This post specifically exists to ensure the delivery of an ongoing Energy Advice Service within Clackmannanshire Citizens Advice Bureau. It will involve providing support to staff and volunteers who also deliver the service. This post supports the ongoing learning and development of a high-quality service by ensuring provision of training to staff/volunteers in conjunction with our General Services Supervisor.

Consideration maybe given to individuals who do not meet the full requirements of the post, but who could be trained in a reasonable period this will be offered at below the entry level salary initially.

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

We offer additional working benefits, such as annual performance related salary increases, 5% employer’s pension contribution plan, free membership of an employer health plan, free use of company e-bikes and a retail perks scheme. Holiday entitlement for full year is 39 days pro rata leave including public holidays, with the ability to buy and sell annual leave. Flexible working scheme including some flexible start and finish times.

Overview of Citizens Advice Edinburgh

The Citizens Advice Service was first established in Edinburgh in 1939. Over the years it has grown to deliver services from 4 main Bureaux (Dundas Street, Leith, Muirhouse and Portobello) and over 20 project/outreach

locations across the capital. In 2007 the separate Bureaux merged to form Citizens Advice Edinburgh (CAE, Charity Number SC038195).

Through a team of core and project staff and over 120 highly trained and committed volunteers, CAE provides a free, confidential, independent and impartial service to the citizens of Edinburgh on a wide range of issues including:

• Debt and money
• Welfare Rights
• Consumer issues
• Immigration
• Employment and workforce problems
• Housing
• Relationship and family issues
• Discrimination
• Health services
• Legal rights & responsibilities

Background:

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

Purpose of the Post:

Patient Advisers will work with the Citizens Advice bureau/x in their local health board area and will also contribute to services provided throughout Scotland via a national PASS telephone advice line and by email and webchat via a national PASS website. The Patient Adviser will provide direct advice and information to clients; support bureaux volunteers to deliver information and advice relevant to the service; produce performance and monitoring reports; assist with the marketing and promotion of the service; and liaise with external organisations in order to maximise the efficiency and effectiveness of PASS.

The Help to Claim Adviser (Universal Credit) delivers a holistic advice and support service aimed at clients on completing their initial Universal Credit claim and supports them through to their first payment. This involves helping with the online forms, the evidence required, and verifying their identity online using telephone, web chat and video call.

Job description

Key responsibilities

• To conduct telephone, web chat and video call interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
• To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability
• To assist with the setup of a Universal Credit account, including setting up a personal email account and/or bank account, if needed
• To provide support to clients completing and submitting their claim form, ensuring clients have identified and gathered all evidence and documentation needed
• To support the client through the first assessment period and helping them to complete the identity verification process online, if needed
• To support clients to prepare for their first appointment with a Jobcentre Plus work coach
• If appropriate, to support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare Fund
• To ensure the client understands the payment schedule and takes action to prepare
• To liaise where appropriate with bureau staff and other relevant agencies as appropriate
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation
• To ensure that all work meets quality standards and the requirements of the funder
• To provide and develop a quality advice service in relation to Universal Credit, including the ability to act as a ‘best practice lead’ for other staff and volunteers
• To keep abreast of the latest developments relating to welfare benefits and Universal Credit
• Liaise, communicate with and be operationally responsible to the multi-channel coordinator

The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.

Person specification

Knowledge, skills and experience

Essential

• Demonstrable completion of Citizens Advice Bureau Adviser Training Programme
• A sound working knowledge and experience with social security benefits and entitlement, with specific focus on Universal Credit
• Understanding, maintaining and practising high standard of case recording requirements as according to the Help to Claim project specification and the CAS quality assurance standards
• Ability to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Near Me, Zoom, Teams and other systems
• Experience of using a range of IT tools to carry out work, including case management systems, Microsoft Office, internet and email etc.
• Ability to work without supervision and prioritize workload
• Experience of working with people with multiple and complex needs
• Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
• Excellent organisational skills
• Knowledge of a range of enquiry areas to aid with identifying emergencies
• A commitment to the aims and principles of Citizens Advice Service
• Ability to operate as a team player and communicate effectively with colleagues and managers

Additional requirements

• Ability to commit to a rolling rota to be assigned for times between 07:45 and 19:00
• Must be available to work a varied shift pattern between 07:45 – 19:00 Monday – Friday, excluding statutory bank holidays in Scotland.
• The post is subject to the receipt of a satisfactory Basic Disclosure Certificate
• The post is subject to the disclosure of criminal history information

Desirable

• A proven ability to work effectively with a wide variety of stakeholders
• Experience working on helpline, webchat and video conferencing (Near Me)
• Potential ability to work remotely and as a part of a virtual helpline team