Debt Adviser & Digital Coach

Job Description

Context and Purpose of role:

Citizens Advice Hounslow is seeking to appoint a part time Debt Adviser & Digital Coach to deliver advice in some of the most deprived areas in Hounslow. The project is funded by Thames Water Trust Fund to support clients in financial difficulty and to assist those who are digitally excluded.

The post holder will provide a debt and welfare benefits advice service to clients from outreach locations and our offices. He/she will also offer practical assistance with online services, including making and progressing online benefit claims, using online resources and tools to self-manage.

Salary: £28,935pro rata

Hours: 30 weekly

Terms: 2 years fixed term

Key tasks:

Debt & Welfare Benefits

  • To deliver debt and welfare benefits advice for clients at our offices and via outreach, within the scope of theThames Water Trust Fund project.
  • To meet project targets, keeping an accurate record of key performance indicators (KPIs).
  • Research and explore options and implications so that clients can make informed decisions.
  • Act for client where necessary, calculating, negotiating, drafting or writing letters, and making phone calls.
  • Assist clients with other related problems and /or make appropriate referrals for additional help.
  • Ensure that all advice and casework conforms to the Advice Quality Standard (AQS) and the Money Advice Service ‘Giving Good Debt Advice’ (GGDA) Accreditation in advice work (or equivalent).
  • Maintain case records via our electronic case management system
  • Ensure all work conforms to our systems and procedures.
  • To make contact with local voluntary and statutory organisations as well as BAME community groups to continue to ascertain local need.

Digital Coaching

  • support clients who cannot access or download online information
  • improve clients’ ability to manage welfare benefits claims by gaining digital skills, e.g. creating an online account, filling in online forms and progressing benefit claims.
  • guide clients through online tools and templates e.g. to produce a financial statement, holding letters, etc.
  • identify the need for digital skills training andregister clients on the Learn My Way programme, or make referrals to appropriate IT Skills training.

Social Policy:

  • Assist with campaigns and research by providing information about any issues identified to the social policy officer.
  • Provide management information as required

Professional Development:

  • Keep knowledge updated
  • Identify own training needs
  • Attend relevant internal and external meetings and training events
  • Attend support & supervision sessions and team meetings as requested.

Other Duties and Responsibilities:

  • Liaise with other agencies and organisations as necessary.
  • Demonstrate commitment to the aims and policies of Citizens Advice Hounslow.
  • Abide by health and safety guidelines and share responsibility for own and colleagues safety.
  • Support volunteers working alongside the project.
  • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.

Person Specification

When we shortlist and interview for this post, the Person Specification will be used to assess each applicant in terms of their ability to do the job as set out in the job description.

When completing the application form you should try to show how your skills, qualities and experience match each of the criteria below. As well as work experience, you can draw on personal and voluntary work experience.

The Post holder shall have:

  1. Two years’ recent and ongoing experience of advice work. (Knowledge in all areas of Debt management, Welfare Benefits).
  2. A good understanding of interviewing skills and general advice work
  3. Numeracy skills required to understand statistics and check calculations.
  4. The ability to work methodically within defined systems and to maintain accurate records
  5. The ability to prioritise tasks, to work towardsproject targets, meet deadlines and to manage time effectively under own initiative.
  6. The ability to communicate effectively and sensitively with clients and third parties with particular emphasis on negotiation.
  7. The ability to research, analyse and interpret complex information.
  8. The ability to work effectively alone and as part of a team.
  9. The ability to monitor and maintain own standards.
  10. Good practical knowledge ofICT systems, e.g. CRM for case recording, internet/emails, online resources.
  11. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
  12. Understanding of the issues affecting society and their implications for clients and service provision.
  13. Has obtained or is willing to obtain the Money Advice Service (MAS) ‘GGDA’ Accreditation.
  14. Willingness to study for and achieve the Institute of Money Advisers (IMA) Certificate of Accreditation.

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