Remote Triage Adviser — Help People Navigate Benefits

OCVA; United Kingdom; Hybrid; GBP 27,000 - 28,000; Part time

Job summary

OCVA is seeking a Telephone Adviser as part of a team delivering confidential advice to clients. You will be the first point of contact on the designated telephone line and email service, conducting initial triage to determine eligibility and providing limited welfare guidance where appropriate.

Successful candidates will signpost to suitable internal or external sources, with referrals to locality-based advisers or caseworkers for more complex needs.

Qualifications

• Experience delivering triage or initial advice in welfare/benefits or related services.
• Ability to assess eligibility and provide signposting to appropriate services.
• Competence in maintaining accurate case records and using online information sources.

Responsibilities

• Be the first point of contact via telephone and email for clients.
• Conduct initial triage to determine eligibility and scope of advice.
• Provide limited advice on benefits, debt and welfare matters where appropriate.

Skills

Telephone advice

Empathy

Clear communication

IT literacy

Tools

Microsoft Office

Job description

OCVA is seeking a Telephone Adviser as part of a team delivering confidential advice to clients. You will be the first point of contact on the designated telephone line and email service, conducting initial triage to determine eligibility and providing limited welfare guidance where appropriate.

Successful candidates will signpost to suitable internal or external sources, with referrals to locality-based advisers or caseworkers for more complex needs.