Apply before 11.59pm on 12 February 2025.
Job Summary
Location: Addlestone, Sunbury/Staines plus local outreach in Woking, Runnymede and Spelthorne
Workplace: Hybrid working
Contract: Fixed term contract, until 31 March 2026
Citizens Advice Runnymede and Spelthorne (CARS) has a number of Caseworker roles available, in particular in our expanding team providing advice and casework to those referred to us from NHS health professionals working across primary and secondary mental health services in NW Surrey. The role is for a fixed term of 12 months, with likelihood of extension depending on funding.
The Roles
1. To deliver advice by telephone and occasionally in-person to residents of Runnymede, Spelthorne and Woking who have been referred to us by the GP Integrated Mental Health Teams in Doctors’ surgeries and other health professionals. The advice will cover a wide range of issues such as benefits, debt, housing, employment, family and immigration.
2. To deliver our Mental Health Primary Project in conjunction with the Primary Care Networks: SASSE 1-3, Coco, WISE 1-3 funded by the North West Surrey Health Alliance and to continue our ongoing contract with NHS Surrey Heartlands.
3. To promote the services of the organisation and attend outreach locations as necessary across the three boroughs (Runnymede, Spelthorne, Woking).
4. 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.
5. Use Citizens Advice resources to find, interpret and communicate the relevant information to clients.
6. Research and explore options and implications so that clients can make informed decisions.
7. Act for the client where necessary by making calls, calculating, negotiating, drafting or writing letters.
8. Work within Citizens Advice aims and principles to ensure that all work meets quality standards and the requirements.
9. Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
10. Maintain detailed case records for the purpose of continuity of advice, information retrieval, statistical monitoring and report preparation.
11. Complete the required training to comply with quality assurance processes.
12. To carry out community outreach projects in both boroughs when required.
13. To undertake any training which is deemed essential for the Advice role and in line with Citizens Advice standards.
Person Specification
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. Members of the recruitment panel will consider information you provide against the following person specification for the role to decide whether you will be shortlisted for an interview.
1. Proven ability to interview clients using sensitive listening and questioning skills to get to the root of issues and empower clients, whilst maintaining structure and control of meetings.
2. Knowledge of one or multiple enquiry areas (i.e., benefits, debt, housing, employment, family and immigration).
3. Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
4. Ability to understand statistics and check accuracy of calculations.
5. Ability to communicate effectively verbally and in writing.
6. Ability to make use of telephony and IT systems to deliver service.
7. Ability and willingness to work as part of a team.
8. A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
9. Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.
10. A good up to date understanding of equality and diversity and its application to the provision of advice.
11. Ability to prioritise own work to meet deadlines and manage workload.
12. Proven competence in delivery of advice in a Citizens Advice office or similar environment.
13. Appreciation of the local community and social challenges in the area.
Other Requirements
Car insurance that covers occasional business use.
To take up this post you must have the right to work in the UK. Please note that Citizens Advice does not hold a sponsor licence and, therefore, cannot issue certificates of sponsorship under the points-based system.
About CARS
Citizens Advice Runnymede and Spelthorne (CARS) is a registered charity and a member of Citizens Advice. Our office helps over 8000 people every year with over 18,000 issues including housing, debt, benefits and employment. Our services are funded by local and national contracts and grants, and we work with a range of stakeholders including local authorities, NHS and Foodbanks. We are an expanding local charity with 20 staff members working alongside 40+ volunteers to provide advice across Runnymede and Spelthorne.
What We Give Our Staff:
1. Fantastic opportunities to launch and develop careers in the voluntary sector developing a wealth of useful knowledge, skills and experience.
2. Excellent training opportunities.
3. An organisation that is committed to its employees, valuing their knowledge, well-being, creativity and flexibility.
4. The chance to work with amazing people within a nationally recognised charity.
5. A supportive team.
6. A pension scheme with an employer contribution of 5%.
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