Telephone Advisor - Scotland, United Kingdom - With Kids

Description

Glasgow - with outreach provision in Greater Pollok CAB, Stobhill and New Victoria Hospitals (Hybrid)
Flexible, hybrid working is standard. Glasgow North West Citizens Advice Bureau (GNWCAB) is an independent charity founded in 1981.

Our mission is to end poverty and inequality by ensuring that people from all backgrounds are empowered throughaccess to advice and support that helps them affect positive change in their lives and the lives of those aroundthem.

Staff benefit from family friendly policies, blended working and a commitment topersonal development. This is a new and exciting project as we extend the work we do in health care settings.

In direct response to demand, the new project will provide both an outreach service located in the Support andInformation Service space within each hospital, as well as a direct referral pathway between NHS partners andthe CABx to allow patients to access support using a method that best suits their needs.

As a brand-new project,the candidate will be empowered and supported to develop partnerships with the relevant NHS teams and helpdesign the service.

The focus will be on the people who may be in financial crisis, the reduction of poverty and supporting clients tohave more control over their finances.

The successful applicant will work with appropriate clients and with anumber of partner agencies including health care professionals to ensure the provision of a high qualityholistic and comprehensive financial inclusion and income maximisation service.

The candidate will apply theirskills and knowledge in a compassionate, non-judgemental manner to ensure the client receives quality advice andis empowered to improve their circumstances.

In this role you will see clients in person, as well as providing advice viatelephony, email and digital channels ensuring clients they get the advice, information and support needed.

To succeed, you will need relevant experience and knowledge of current welfare benefits together with the ability toanalyse the client's overall financial position and offer early intervention advice and support.

Proficiency in using a range of IT tools to carry out your work, including casemanagement systems, benefit calculators, online forms and Microsoft Office applications is essential.

To conduct in person, telephone, web chat and video call interviews, using sensitive listening and questioningskills to allow clients to explain their problem(s) and empower them to set their own priorities.

Toexplore clients' circumstances, support needs and access channel preferences considering language barriers,accessibility needs, and issues around digital access and ability.

To deliver outreach advice services in NHS settings.

To workpatiently and tactfully in a non-judgemental manner with protected adults to build their trust and engagement inthe work.

To liaise where appropriate with bureau staff and other relevantagencies as appropriate.

To record, update and maintain information on a case management system for thepurpose of continuity of casework, information retrieval, statistical monitoring, and reportpreparation.

To ensure that all work meets quality standards and the requirements of thefunder.
To remain up to date with all relevant legislation and practice in relation to welfare benefits,debt, immigration, housing.
To adhere to all GDPR requirements and CAB policies.
To work toScottish National Standards for Information and Advice giving and Citizens Advice Scotland Quality AdviceFramework.

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

Understanding,maintaining and practising high standard of case recording requirements as according to the projectspecification, CAS quality assurance and Scottish National Standards.

Ability to use telephony and ITsystems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Zoom, TEAMS andother systems.

Experience of using a range of IT tools to carry out work, including case managementsystems, Microsoft Office, internet and email etc.

Experience ofworking with protected adults and ability to deal with issues sensitively.

Glasgow North West CAB offers excellent terms and conditions, including a 4 day working week, a total of 35 daysleave and a pension scheme with a 6% employer contribution.

Glasgow North West CAB is an inclusive employerconsidering flexible working arrangements where appropriate.
Glasgow North West Citizens Advice Bureau is an equal opportunities employer.
Equality & diversity monitoring

To help us monitor equality and diversity statistics please return the Equality & Diversity Monitoring Formseparate from your other application documents by emailing it to: is committed to equal opportunities both in service provision and employment.

Charity number:
Citizens Advice Bureau are independent and innovative advice organisation providing holistic advice and support tolocal people.
Glasgow Women's Aid provides information, support and temporary accommodation for women, children and young peopleexperiencing domestic abuse. We have refuge accommodation, follow on services and outreach services both forwomen and children across Glasgow.

You will carry out minor DIY tasks yourself such as building flat packfurniture, fitting curtains and hanging pictures so that our properties are ready for families to move in.

As we have several sites it is essential that you have a driverslicense to drive our van.

Would you like to make a difference to a person's quality of life? Would you like to learn BSL while being paid? Weare looking for caring and motivated Support Workers to support deaf BSL users to join our team.

Deaf Action is a deaf-led charity, supporting and celebrating deaf people.

As well as our outreach service in Edinburgh, we are expanding our service provision in Glasgow and are looking forpeople who can make a major contribution to our plans for innovation and growth and who have the commitment andenthusiasm to contribute to the work of our support services to Deaf people throughout Edinburgh andGlasgow.

We will provide on the job training with the opportunity to complete formal qualifications in social care.

If youhave knowledge of BSL, or are a BSL user that is a bonus, however we will provide training if not.

The ideal candidates will be fully committed to our values, which can be found on our website .
You will be leading a team to support *deaf people living in the community.

As well as leading a team you will belone working in the community, delivering a person-centred service supporting deaf people within their ownliving environment, to enable them to fully participate in the decisions affecting their lives, ensuring thatwherever possible, service users benefit from informed choice, control, and independence.

This will include bothactivities at home and within the community which will promote independence and social inclusion.

By working together, you will ensure that a consistent,high quality support service is provided to deaf service users in their own homes, and that staff are supportedto develop and maintain such a service.

Due to the nature of this role, its essential that you can drive and have access to a car.

*deaf: this to includes Deaf Sign Language users, deafened, deafblind and hard of hearing people.
To actively monitor and develop individual and team performance by ensuring effective supervision and PerformanceDevelopment Reviews/Reports (PDRs).

• Be responsible for any risk assessments at the service users home as part of your Health and Safetyresponsibilities.
• Occupational pension scheme with employer contributions of 6%.
• 32 days leave pro rata (including bank holidays) pro rata for part time.
• 24/7 access to an Employee Assistance Programme provided by Health Assured.
• Access to the Cycle to Work Scheme and IT Voucher Scheme.
• The post holder will be responsible for developing and delivering our Energy and Efficiency outreach project toGlasgow and West Dunbartonshire and will provide a specialist service to people who often experience complexsocial circumstances, using agreed, person-centred principles for monitoring, auditing and evaluating programmedelivery

Knowledge and understanding ofthe environmental, social and economic problems of deprived areas and the roles of the public, private andvoluntary sectors in tackling them.

Demonstrable experience and knowledge of the provision of advice tolow-income households in energy efficiency or related fields.
Excellent networking, recording and information managementskills.
An ability andwillingness to travel extensively within the local community and wider area.

Experience of project-based work in the fields of energy efficiency, community development and regeneration,housing, health, social policy or consumer issues.

210 hours annual leave (equivalent of 30 days)
~91 days public holiday (equivalent of 13 days) that canbe taken flexibly
~ Additional leave between Christmas and New Year
~ Open to flexible working (formal and informal)
~ Hybrid working – opportunity to work fromhome for part of the week
~ Enhanced maternity and paternity pay
~ Employee Assistance Programme
~ Learning and development opportunities
~ Corporate ratesfor gym membership
~ Cycle Scheme

The ALLIANCE is a healthy working lives employer and encourages a healthy work life balance and is happy to talkflexible working.

Hemat Gryffe Women's Aid provides refuge accommodation, follow-on and outreach services to women, children and youngpeople experiencing domestic abuse, forced marriage and honour-based abuse primarily from the Asian, Black andMinority Ethnic Community.

We are recruiting a Women's Domestic Abuse Community Worker to support women living in Glasgow's Northeast andNorthwest locality.
It is essential that you have experience of working with women who have experienced gender-based abuse. A suitablequalification that meets with Scottish Social Services Council housing support registration is required.

Thenature of our work requires a commitment to the feminist analysis of domestic abuse and to the values of HematGryffe Women's Aid.

It is essential that you are bilingual and speak English and Hindi, Punjabi, or Urdu.
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