Role overview
At Citizens Advice Rotherham (CARD) we work to ensure that the experience of our clients is emphasised throughout all of our work. That when clients leave they feel hopeful, relieved and empowered because of our actions. As outreach advisor you will be engaging with clients across Rotherham in multiple venues, providing information and advice, breaking down barriers and being proactive in finding them a way forward.
You’ll have the ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings. You will have a commitment to the aims and principles of the Citizens Advice Service.
You will be working across multiple projects and services at CARD and will be responsible for your own targets and recording outputs. You will be focussed on building good relationships with our partners whilst always having the clients journey to the forefront of your thinking.
You will work mostly in an outreach setting but will also support clients via telephone and video.

Advice
Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities
Use Citizens Advice resources to find, interpret and communicate the relevant information to clients
Have a passion for delivering excellence in customer service, including being able to communicate clearly with a wide range of people.
Complete income maximisation checks, including comprehensive benefit calculations
Research and explore options and implications so that clients can make informed decisions.
Act for the client where necessary using appropriate communication skills and channels.
Refer internally or to other specialist agencies as appropriate.
Ensure that all work meets quality standards and the requirements of the funder
Ensure that work reflects and supports the Citizens Advice service's equity, diversity and inclusion strategy.
Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
Work on a hybrid basis, in outreach settings within Rotherham and from home
Consult the Advice Session Supervisor as appropriate
Liaise with other teams regarding support for individual clients.
Research and campaigns
Support the R&C team on any campaigns the team is working on.
Professional development
Keep up to date with legislation, policies and procedures and undertake appropriate training
Read relevant publications
Attend relevant internal and external meetings as agreed with the line manager
Undergo relevant training as identified with your line manager
Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
Administration
Use of telephony and IT equipment for multichannel delivery of advice services
Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production.
Ensure GDPR compliant training is completed on an annual basis
Ensure that all work conforms to the organisation’s systems and procedures
Other duties and responsibilities
Work within agreed CARD systems and procedures
Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
Be responsible for ensuring outreaches are in line with health and safety and fire regulations and you have appropriate workstation equipment to deliver the advice.
Any other relevant advice and support duties required to ensure the smooth running of the service.
Demonstrate commitment to the aims and policies of the Citizens Advice service.
Help set a positive and supportive environment by displaying our behaviours of being responsible, inventive and generous.

Outreach Adviser Person Specification
Essential
Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them
Ability to use telephony and IT systems to deliver services across multiple channels for example webchat and telephone
Ability to work in outreach settings with an understanding of information assurance and safety in those settings
Ability to develop and maintain positive working relationships with external stakeholders
A good up to date understanding of equality and diversity and its application to the provision of advice
Knowledge of the benefits system and ability to complete accurate benefit calculations
Ability to work at pace and effectively manage a caseload
Be competent and confident in the use of Google IT systems, Zoom, intranets, email and case management systems.
Ability to type and talk.
Ability to work on your own unsupervised and as part of a team.
A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics
Understanding of and commitment to the aims and principles of the Citizens Advice service and our values.
Desirable
At least a year’s experience as a fully trained generalist adviser, including experience of using Casebook (or a similar system) to record cases to a consistently high standard to QAA or AQS standard.
In accordance with Citizens Advice national policy the successful candidate may be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.

What we give our staff
30 days annual leave plus bank holidays
We believe that the invaluable work we do comes from looking after our staff and volunteers so that they in turn have the energy and passion to do the best possible job for our clients.
Travel expenses
We offer a supportive environment where our people feel valued and enjoy plenty of opportunities for professional development within our service.
You will join a service committed to its values of being Generous, Responsible and Innovative, with a commitment to making a difference to the lives of our community.

3 things you should know about us

We’re local and we’re national. The Citizens Advice service is made up of Citizens Advice - the national charity - and a network of around 300 local Citizens Advice members across England and Wales. Citizens Advice Rotherham and District is part of the network of local Citizens Advice members and offers free, confidential advice to everyone locally as well as over the phone to clients across the country.
We’re here for everyone. Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away.
We’re listened to - and we make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us. How the Citizens Advice service works

Our Values
We’re innovative. We’re not afraid of trying new things and learning from things we get wrong.
We question every idea to make it better and we change when things aren’t working.

We’re generous. We work together, sharing knowledge and experience to solve problems.
We’re open and honest and we respect everyone.

We’re responsible. We do what we say we’ll do and keep our promises. We remember that
we work for a charity and use our resources effectively.