VACANCY: Citizens Advice Oxfordshire – Oxfordshire Advice Partnership Triage Adviser

ocva.org; England; On-site; GBP 20,000 - 25,000; Part time

Job summary

A community support organization is seeking a Telephone Adviser in Oxfordshire. The role involves being the first point of contact for clients, conducting initial triage, and providing limited advice on benefits and financial matters. Strong communication skills and a commitment to helping vulnerable individuals are essential. This permanent part-time position offers 14 hours of work per week and aims to improve the welfare of residents in Oxfordshire.

Qualifications

• Experience in providing advice on benefits, debt, and financial matters is preferred.
• Strong communication skills to assist clients effectively.

Responsibilities

• Serve as the first contact for clients on the advice line.
• Conduct initial triage to assess eligibility for services.
• Provide limited advice on various welfare matters.

Job description

Overview

Role summary: Oxfordshire Advice Partnership is made up of Age UK Oxfordshire, Citizens Advice Oxfordshire, Oxfordshire Welfare Rights, Agnes Smith Advice Centre, Barton Advice Centre, and Rosehill and Donnington Advice Centre. The service is jointly funded by Oxfordshire County Council Adult Social Care and Child, Education and Families, and Public Health. It is focussed on meeting the needs of people living in Oxfordshire who are made more vulnerable by illness or disability.

Job location: Oxfordshire

Hours: Part time 14 hours per week

Applications close on: 06/10/2025 at Midday

Contract: Permanent

How to view the Job Pack and How to Apply: Please visit our website here.

Details

As part of a team of Telephone Advisers and a wider team of Advisers and Caseworkers you will be the first point of contact on the designated telephone advice line and email service for clients. You will complete an initial triage to ascertain eligibility for the service and where appropriate give limited advice on benefits, debt and other financial and welfare matters. Callers who may be able to obtain assistance from another, more appropriate agency or service will be signposted on to other sources of help. Clients will be referred to the locality based Advisers where a face to face appointment or home visit is appropriate, or to the Caseworkers for more complex advice and support.

Referrals will be made via the Oxfordshire Advice Navigator website, which will provide signposting resources to trusted websites and services. Where the client seeks a service, they will complete the online form which will populate a common task list. Callers to the helpline will be asked to leave a voicemail which will also be added to the tasklist for call backs.

Responsibilities

• Be the first point of contact on the designated telephone advice line and email service for clients.
• Perform initial triage to determine eligibility for the service.
• Provide limited advice on benefits, debt and other financial and welfare matters where appropriate.
• Signpost callers to other, more appropriate agencies or services as needed.
• Refer clients to locality-based Advisers for face-to-face appointments or home visits, or to Caseworkers for more complex advice and support.
• Utilise the Oxfordshire Advice Navigator website for referrals and signposting resources.
• Assist clients with completing online forms that populate a common task list; manage voicemail callbacks as part of the workflow.