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, 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 so

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 43 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.

South West Aberdeenshire Citizens Advice Bureau (SWACAB), based in Westhill, Aberdeenshire, is an independent and innovative advice organisation providing holistic advice and support to local people.

The postholder will be responsible for the quality of advice, standard of service provided for debt advice, including multiple debts, income maximisation through the benefit system and other means and debt remedies/legal routes to debt resolution.

Ideally, you will have previous Citizens Advice Bureau experience and qualifications (MATRICS) in debt advice and have worked to National Standards (Scottish Legal Aid Board accredited). We are looking for someone with prior case management experience and who can operate to Financial Conduct Authority standards. Training will be available for the successful candidate.

Employee benefits

SWACAB offers excellent terms and conditions, including a total of 31 days leave (pro rata) and a pension scheme with an 5% employer contribution. SWACAB 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 enquiries@swacab.org.uk

Background Information

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.

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.