CITIZENS ADVICE SOUTHWARK
ADVICE SERVICES MANAGER
- JOB DESCRIPTION -
DESIGNATION: / Advice Services ManagerSALARY SCALE: / PO2
RESPONSIBLE TO: / Director of Services
RESPONSIBLE FOR: / Advice team supervisors, paid advice workers and volunteers, project and outreach staff as delegated
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JOB PURPOSE:
- To assist the Director of Services in providing and developing a high quality advice and information service by face to face, telephone and digital access channels
- To plan the rota for the face to face generalist, telephone and digital advice services and oversee the appointment booking system
- To supervise advice and assessment sessions
- To co-ordinate the take up of social policy issues in accordance with the aims and principles of the Citizens Advice Service
- To undertake generalist advice work and casework
- To deputise for the Director of Services in their absence and ensure the smooth running of the Service
- To support and supervise staff and volunteers
PRINCIPAL TASKS AND RESPONSIBILITIES
- Quality of Advice
1.1 Take responsibility for managing advice sessions at both Peckham and
Bermondsey CAB, acting as Advice Session Supervisor as required.
1.2 Check the quality of clients’ case records, advice given to clients and
action taken on behalf of clients, maintaining and developing the quality
of advice.
1.3 Develop staff duty rotas, prepare work schedules, provide written
reports on staff as requested.
1.4 Ensure the quality of work in line with quality standards.
1.5 Ensure all Citizens Advice Southwark policies and procedures are
implemented and developed.
1.6 Ensure the effective collation and distribution of information as required
to maintain and develop the quality of advice.
1.7 Plan and ensure availability of generalist advice appointments including
telephone call backs using appropriate systems.
2. Undertaking Advice and Casework
2.1Provide information, advice and casework as required
2.2Accept referrals from and refer clients to other agencies
2.3Keep accurate case records and orderly and secure case files.
2.4 Assist in general administrative back up for all the above.
3. Learning and professional development
3.1 Keep up-to-date and informed of all relevant legislation, regulations,
good practice and social policy
3.2 Read the regular monthly national Citizens Advice information update
and other relevant publications in the field.
3.3 Attend and actively participate in regular support and supervision
sessions and appraisals with your line manager.
3.4 Attend training courses to meet identified learning needs
3.5Keep in touch with local issues, developments and changes in the procedures of other agencies.
4. Supervising staff and volunteers
4.1Assist is inducting, training, supervising and line managing paid advisors and project workers, including the provision of regular, formal support and supervision sessions and appraisals as appropriate.
4.2Assist in recruiting, inducting, training, supervising and line managing volunteer and trainee advisers, guidance tutors and research and campaigns volunteers, including the provision of regular, formal support and supervision sessions and appraisals as appropriate.
4.3 Provide regular written reports in relation to role of supervisor.
5. Research & Campaigns
5.1Work with the Management Team to develop, implement and monitor the Research & Campaigns Action Plan.
5.2 Identify cases/issues where policy work needs to be undertaken.
5.3 Collect information & produce bureau evidence forms to meet minimum
Service targets.
5.4 Liaise with Citizens Advice and/or other agencies to take concerted
actionon issues and attending related meetings.
5.5 Initiate and participate in projects to deal with local issues.
6.Participation in the development and planning of the service
6.1 Actively participate in and/or lead regular team and other meetings as
required
7.Administration
7.1 Record and input statistics and other monitoring information.
7.2 Produce oral and written reports on your work as required.
7.3 Ensure that a comprehensive and up-to date stock of leaflets and
forms is held.
7.4 Organise meetings, prepare agendas, write and circulate minutes.
7.5 Be self servicing, typing and using computers, photocopiers, faxes and
other office equipment.
7.6 Abide by health and safety guidelines and share responsibility for own
safety and that of colleagues.
7.7 Take responsibility for monies received in settlements for clients, for
donations and for petty cash transactions.
8.Other
8.1 Uphold and promote the Aims and Principles of the Citizens Advice
Service.
8.2 Uphold and promote the Equal Opportunities policies of the Citizens
Advice Service.
8.3 Take lead responsibility for the Service in areas delegated by your
line manager.
8.4Work in any of the Service’s locations and elsewhere as required
8.5 Attend outreach sessions as required and work on your own, as
required.
8.6 Attend evening advice sessions and other meetings (including Citizens
Advice Southwark and other agencies AGMs) and to represent the
Service externally.
8.7 In addition to the tasks and duties outlined in this job description, to
undertake such duties which are generally compatible with the
functionsof the post including deputising when required.
Signed (Postholder):______Date: ______
Signed (Line Manager):______Date: ______
Citizens Advice Southwark
Person Specification
Job Title: Advice Services Manager
ESSENTIAL REQUIREMENTS1 / Significant experience of staff andvolunteer supervision and understanding of provision of staff support, development and motivation.
2 / Substantial recent experience of generalist advice work. This should include advising on complex cases in welfare rights, employment, housing and debt.
3 / Significant proven experience of both advice and gateway assessment session supervision.
4 / Knowledge of the type of social policy issues facing the local community, and a commitment to influencing social policy.
5 / Proven experience and understanding of implementing quality assurance systems, including case checking, and independent file review.
6 / Ability to monitor, maintain and develop advice systems and procedures.
7 / Effective written and verbal communication skills
8 / Ability to plan and prioritise own work and work of others, and take decisions within a pressured environment.
9 / Skills to use IT in the provision of advice
10 / Numeracy skills to understand statistics and check calculations
11 / Skills to take responsibility for own learning and development
12 / Skills to contribute to effective team working and development
13 / Understand, empathise with and be committed to the Service’s aims, principles and equal opportunities policies
14 / Willingness to work outside normal hours as required
15 / Willingness to work at any site in Southwark as required
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