Vacancy Information Pack

Pennine West

Citizens Advice

Vacancy Information Pack

Generalist Adviser

Application Return Date:- 9.00am Wednesday 18th April 2018

Introduction

Dear Candidate

Thank you for your interest in applying for our vacancy at Pennine West Citizens Advice.

The enclosed information refers to the available role of Generalist Adviser and will provide more details about the role, our processes and our organisation and I hope gives you a sense of the high quality organisation that we are, with a ‘can do’ attitude, along with the enthusiasm we feel about welcoming the right person into our team.

Our main office is located in central Oldham, with other offices based in Rochdale and at Waterside Plaza in Sale. We deliver advice services from all three locations as well as a number of outreach venues across all 3 Boroughs. The roles, although based in one location, may require some travel to all our offices.

Joining the service will be your opportunity to be part of a national organisation that focuses on meeting local needs and you’ll be at the forefront of helping us to achieve our aim – to help as many people as we can – whoever they are, whatever their problem.

The successful applicant would be part of a highly motivated team and, where possible, be able to take part in our flexible working scheme for employees.

We are sure that you will find working with the Citizens Advice service rewarding, exciting and challenging and look forward to receiving your application.

Thank you for your interest.

Yours sincerely

Linda Browne

Generalist Advice Services Manager

Registered office: Pennine West Citizens Advice, 1 & 2 Ascroft Court, Peter Street, Oldham, OL1 1HP

Charity registration number 519868, Company Limited by guarantee, Registered number 2165003 England

About us

Citizens Advice Pennine West is a small non-profit charity which relies on funding to make a difference to the lives of individuals, families and communities across the Oldham, Rochdale and Trafford Boroughs

We help more than 35,000 people a year fight for their rights and get back on their feet.

We also tackle the root causes of social problems by campaigning for new laws, policies and solutions.

Advice giving

We provide an initial check of our clients’ needs via Adviceline, email or at one of our face to face drop in services. We guide and support people so that they may be empowered and confident in helping themselves. To do this we use vast and regularly updated online information systems and in office resources, our knowledge of local services and the shared experience of advisers and supervisors. Where needed we will refer clients on to our Generalist Advisers or Specialist Caseworkers for an appointment.

We also fight for changes in law and policies to improve the lives of local people long term. We work closely and, increasingly in partnership, to protect and improve good practice by influencing government agencies and local authorities to help people in need.

Our aims

We aim to provide the advice people need for the problems they face and improve the policies and practices that affect people’s lives.

Our principles

We provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities. We value diversity, promote equality and challenge discrimination.

Established in 1939 as an emergency war service, the Citizens Advice service has developed into the UK's largest independent advice provider.

Guidance Notes for applicants

Application form

Please complete your application and return it by post or email (as a Word document) no later than the closing date referred to in the advert.

By post please send to: Generalist Advice Services Manager, Pennine West Citizens Advice, 1&2 Ascroft Court, Peter Street, Oldham OL1 1HP

By email:

CVs will not be accepted as a substitute for the application form.

The application form plays a key part in our recruitment and selection process. We use the information you provide about your skills, experience, career and education history to decide whether or not to invite you for an interview. It is important that you complete the application form as fully and accurately as possible, ensuring that you give specific examples that demonstrate how you meet the essential and desirable criteria for the role for which you are applying.

Disability

Please let us know if you require any adjustments to be made to the application process or would like to provide any information you wish us to take into account when we are considering your application. If you are selected for interview, we will ask you to let us know if you have any access needs or may require reasonable adjustments to the interview or assessment (if applicable) at that stage. Please be assured that we will be supportive in discussing reasonable adjustments with you at any stage of the recruitment and selection process.

Entitlement to work in the UK

A job offer will be subject to confirmation that you are permitted to work in the UK in accordance with the provisions of the Asylum and Immigration Act 1996. You will be asked to provide evidence of your entitlement to work in the UK if you are successful and an offer of employment is made.

Please note that Pennine West Citizens Advice does not hold a sponsor licence and, therefore, cannot issue certificates of sponsorship under the points-based system.

Diversity Monitoring

Our service values diversity and promotes equality. We encourage and welcome applications from suitably skilled candidates from all backgrounds. Monitoring recruitment and selection procedures is one way of helping us to ensure that there is no unfair discrimination in the way that we recruit people. To do this we need to know about the diversity profile of people who apply for posts at Pennine WestCitizens Advice.This information is given in confidence for monitoring purposes only and is not seen by anyone responsible for making recruitment decisions. However, if you would prefer not to answer any of the questions we ask, please leave them blank.

Information, experience, knowledge, skills and abilities

This is a key section of the application form which allows you to provide evidence of your experience, knowledge, skills and abilities that are relevant to the role as described in the role profile. Selection is based on an assessment of the evidence you provide against the requirements of the role as set out in the person specification. It is important that you tailor your response to clearly demonstrate how you meet each requirement. No assumptions will be made about your achievements and abilities.

Please provide one example for each requirement. You should choose examples of past experience that clearly demonstrate what we are looking for, and be precise about what you did, how you did it and the outcome or result of your actions. Please try to limit your response to each criterion to a maximum of 200 words.

A useful guide is S.T.A.R:

Specific – give a specific example

Task – briefly describe the task/objective/problem

Action – tell us what you did

Results – describe what results were achieved

Please provide recent work examples wherever possible. However, do remember that relevant examples from other aspects of your life, for example: voluntary or unpaid work, school or college work, family or home responsibilities, can also be given.

Shortlisting outcomes

Shortlisted applicants will be invited for an interview. Some positions may require additional assessments (practical task/test or assessment centre). If this is the case, further details will be provided if you are shortlisted.

Please be aware that we often receive a large response to our job vacancies. Unfortunately, we cannot reply to those who are not shortlisted for interview. If you have not heard from us within two weeks of the closing date, you should assume that your application has been unsuccessful.

References

All job offers are subject to the receipt of two satisfactory references: One should be from your current or most recent employer or line manager (if you are employed through an agency), or your course tutor if you have just left full time education. The other should be someone who knows you in a work related, voluntary or academic capacity. Both referees should be able to comment on your suitability for the role.References will only be taken up for successful candidates following interview.

Criminal convictions

Anyone who applies to work within Pennine West Citizens Advice will be asked to disclose details of unspent convictions during the recruitment process.

Having a criminal record will not necessarily bar you from working for our service – much will depend on the type of job you have applied for and the background and circumstances of your offence. However, we are not able to employ anyone with a conviction for a sexual offence against a child or vulnerable adult, regardless of when the offence took place. All other convictions will be considered on an individual basis.

Disclosure and Barring Service (DBS) disclosures are only requested where proportionate and relevant to the post concerned. As the post will not specifically be working with vulnerable clients a DBS disclosure is not applicable to this post.

We look forward to receiving your application

We wish you every success in your application, and thank you for taking the time to consider joining us.

Pennine West Citizens Advice

Job Description

Date: January 2018

Job title: / Generalist Adviser
Salary: / £18160- £20015 per annum, depending on skills and experience
Location: / Principal base: possibly Oldham, Rochdale or Trafford ,however the post holder may be required to deliver advice at venues throughout Pennine West
Reporting to: / General Advice Services Manager
Hours of work: / 35 hours per week
Context: / You will be offering initial assessments and general advice from various outreach venues as required, to meet the needs of individuals within the community. You will also provide assistance via other communication channels.
Role purpose: / To provide a flexible and adaptable assessment and advice service to the local community, within the aims, policies and principles of Citizens Advice.
Key areas of work / Below is a list of the key areas of work the post-holder will be expected to perform and examples of what tasks are involved in those areas. The list of tasks is not exhaustive.
Key Responsibilities / Key elements / tasks
1. Initial Assessments / Assess clients’ problem(s) using sensitive listening and questioning skills.
Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using Adviser Net, scripts and any other diagnostic tools, as necessary).
Identify and summarise the essence of the problem.
Establish what the client wants.
Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and available resources.
Refer clients appropriately (both internally and externally) to suit client needs following agreed protocols, including making arrangements and informing clients of what to expect.
Signpost clients appropriately to suit their needs, following agreed protocols.
Record information given during assessment interviews onto Case Book screens.
2. Identifying Discrimination / Identify if there is any question of discrimination
Be aware of the procedures for dealing with actual and potential discrimination issues.
3. Advice Giving / 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 the Citizens Advice Adviser Net website to find, interpret and communicate the relevant information.
Research and explore options and implications so that clients can make informed decisions.
Act for the client where necessary by calculating, negotiating, drafting or writing letters / forms and telephoning.
Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
Refer internally or to other specialist agencies as appropriate.
Ensure that all work conforms to the office manual and the Citizens Advice quality standard / Legal Advice Agency Quality Mark / other funding requirements, as appropriate.
Ensure that work reflects and supports the Citizens Advice service equality and diversity strategy.
Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
4. Research & Campaigns / Identify research & campaign issues
Assist with research & campaigns work by providing information about clients’ circumstances through the appropriate channel
Alert other staff to local and national issues
Contribute to local research and campaigns work as appropriate
5. Professional development / Keep up to date with legislation, policies and procedures and undertake appropriate training/learning and development.
Read relevant publications.
Prepare for and attend supervision sessions / team meetings / office team meetings / external meetings as agreed with the Line Manager.
Assist with initiatives for the improvement of services.
6. Administration / Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production.
Ensure IT information assurance training is completed on an annual basis.
Ensure that all work conforms to the office systems and procedures.
Provide statistical information on the number of clients and nature of cases.
7. Public relations / Liaise with statutory and non-statutory organisations and represent the Service at outreach venues.
8. Other duties and responsibilities / Complete the required training to comply with quality assurance processes.
Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
Demonstrate commitment to the aims and policies of the service.
Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
A job description does not constitute a ‘term and condition of employment’. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.
Citizens Advice is a fast moving organisation and therefore an employee’s duties may be varied from time to time. The post holder accepts that they may be asked to undertake any other work or duties as may reasonably be required within the scope of and commensurate to the nature of the post, as and when required, to ensure the effective delivery and development of the service.

Pennine West Citizens Advice

Person Specification
This document sets out the essential abilities and qualities needed by the successful candidate for this post. When completing your application, please demonstrate your understanding and experience of each of the points set out below.

Date: January 2018

No. / General Adviser
Person Specification Criteria
/ Assessment Method
1 / Essential: Demonstrate recent experience of assessments and advice work. / A, I, T
2 / 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. / A, I
3 / Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing. / A, I, T
4 / Ability to understand statistics and check accuracy of calculations. / A, I, T
5 / Effective written and oral communication skills with particular emphasis on negotiating. / A, I, T
6 / Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively. / A, I
7 / Understanding of the main issues involved in interviewing clients, especially when at outreach. / A, I
8 / An understanding of social trends and their implications for clients and service provision. / A, I
9 / Ability to manage time effectively for the purpose of assessments. / A, I
10 / Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production. / A, I, T
11 / Ability to monitor and maintain own standards. / A, I
12 / Flexibility and willingness to work as part of a team. / A, I
13 / Friendliness, approachability and sensitivity to the needs of others. / A, I
14 / A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics. / A, I
15 / Understanding of and a commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
/ A, I

Key:

(E) = Essential criterion

(D) = Desirable criterion

A = Application form

I = Interview

T = Task at interview

Application form – Generalist Adviser – peripatetic

Please read the accompanying notes before you complete this form.

1. Name: Mr/Ms/other (please state)……….…………………………….……………………......

First Name(s)……….…………………………….…………………………………..………………………

Surname/Family Name……….…………………………….……………………………………………

2. Address: ……………………………………………………….……………………………………..………………………………………………………………………………………………………………………………………………………………

Postcode: ……………………….

3. Telephone: …………………………………………………………………………...

4. Email (if you have access): ……………………………………………………….

Monitoring Information

The Citizens Advice service aims to provide equal opportunities and fair treatment for all people applying to be volunteers regardless of race, sex, disability, sexual identity or marital status.

In order to achieve these aims we have a policy of monitoring the recruitment and composition of bureau staff and volunteers. All information will be treated confidentially. This information will not affect your application.

AgeRange:  <25 25-34 35-44 45-54 55-64 65

Gender:  Female Male

Do you consider yourself to have a disability? Yes No

Are you a lone parent? Yes No

What is your Employment Status? Please circle relevant number

1. Full Time Employed 2. Part Time Employed 3. Shift Work 4. Retired 5. Unemployed (less than 6 months) 6. Unemployed (more than 6 months) 7. Long Term Sick 8. Other reason (please state)