Telephone Assessor

Citizens Advice BANES; United Kingdom; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Citizens Advice is seeking a Telephone Assessor to evaluate clients’ advice needs by listening carefully and asking precise questions. You will determine the appropriate level of service and record outcomes in our Casebook system.

Role focuses on delivering quality, supportive information and signposting, with training and supervision as part of the process. 35 hours per week, fixed-term contract with potential extension.

Qualifications

• Experience of citizens advice gateway advice needs assessment or equivalent.
• Good understanding of benefits system.
• Ability to interview clients using sensitive listening and questioning skills to identify key issues.
• Ability to make records of assessments in accordance with Citizens Advice case recording standards.
• Ability to give and receive feedback objectively and sensitively.

Responsibilities

• Interview and assess client’s advice issue using sensitive listening and questioning skills.
• Identify key information about the client’s advice issue considering time limits and urgent needs.
• Assess and agree the appropriate level of service given client ability and problem complexity.
• Provide assisted information, signposting, and in some instances full advice with supervisor support.
• Record assessments and next steps in the casebook database.

Skills

Active listening

Questioning skills

Interviewing clients

Record keeping

Communication skills

IT literacy

Teamwork

Tools

Casebook system

IT systems

Job description

Supervision: Reporting to the Head of Advice

Hours: 35 hours per week (Full-time)

Contract: 6 months Fixed-Term Contract (with possibility of extension)

Salary: £26,936 per annum

Provide a quality service to clients through telephone and digital assessment on a range of issues on Advice Lewisham’s Enquiryline.

Context of role

Work as part of the advice team to ensure delivery to agreed targets and quality standards of CAL services.

Telephone Assessor

Interview and assess client’s advice issue using sensitive listening and questioning skills.

Identify key information about the client’s advice issue considering time limits, key dates and requirements for urgent advice.

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 the organisation’s resources.

Provide assisted information, sigposting, and in some instances full advice (with the support of the supervisor). This will require the ability to complete independent research into the client's issue is essential.

Make records of assessments and next step provided on casebook database in accordance with Citizens Advice case recording standards.

Keep up to date with legislation, policies and procedures and undertake appropriate training.

Attend relevant internal and external meetings as agreed with the line manager.

Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

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 organisation's systems and procedures.

Provide statistical information on the number of clients and nature of cases.

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 CAL's service.

Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

Experience of citizens advice gateway advice needs assessment or equivalent

Good understanding of benefits system

Ability to commit to and work within the aims, principles and policies of the Citizens Advice service.

A good up to date understanding of equality and diversity and their application to the provision of advice.

Ability to interview clients using sensitive listening and questioning skills to get to identify key advice issues and empower clients, whilst maintaining structure and control of interviews.

Ability to make records of assessments in accordance with Citizens Advice case recording standards.

Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

Ability to monitor and maintain own standards.

Effective written and oral communication skills with particular emphasis on case recording and form filling.

Understanding of the issues affecting society and their implications for clients and service provision.

Ability to use IT systems and packages; and electronic resources in the provision of advice, record keeping and document production.

Ability and willingness to work as part of a team.

A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.

Ability to understand statistics and check accuracy of calculation.

Experience of using our Casebook system.

Experience of telephone advice assessment