Youth Engagement Worker

Haddington Citizens Advice Bureau; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job summary

A community advice organization in the United Kingdom is seeking a Youth Engagement Caseworker to provide essential advice and support to young people. This role involves interviewing clients, assisting with welfare rights, and working collaboratively within a compassionate team. The ideal candidate should have a solid background in benefits advice and the ability to manage complex client needs effectively. This is a rewarding opportunity to make a positive impact in the community.

Qualifications

• Proven experience in giving advice and support on welfare rights and health-related issues.
• Ability to maintain accurate records and documentation.
• Knowledge of relevant legislation and policies impacting the role.

Responsibilities

• Provide advice and support to young people on various issues.
• Interview clients to gather information and identify their needs.
• Negotiate with third parties to resolve client issues.
• Coordinate with specialists to offer comprehensive support.
• Maintain accurate case records through the case recording system.

Skills

Effective communication skills

Knowledge of benefits and welfare rights

Ability to work under pressure

Negotiation skills

Teamwork

Education

Experience in advising on benefits and debt

Understanding of the voluntary sector

Job description

35 hours per week. 3 year post January 2025 - December 2027.

Role

Role Purpose: The Youth Engagement Caseworker will provide advice, support and empowerment to young people in order to help them thrive and contribute to matters that affect their lives. This is a new project funded by the National Lottery Community Fund.

Roxburgh and Berwickshire CAB is an independent charity providing advice, information and support to people across our community. We are a friendly team of staff and volunteers working over 4 locations (Eyemouth, Duns, Kelso, and Hawick) delivering a busy advice service. We strive to deliver a good quality service that meets the needs of our clients in a non‑judgemental and confidential manner. We aim for individuals not to suffer through not knowing or understanding their rights and responsibilities or not being aware of the services available to them. We provide advice and options to our clients so that they can make informed decisions and feel empowered to improve their personal circumstances.

As an Advice Worker, you will have an interesting and rewarding role giving advice on a range of topics. You will work as part of a supportive team ensuring our clients receive a holistic service enabling them to exercise their rights and access the benefits and services they are entitled to. You will have the opportunity to advise across a number of areas, including: benefits, housing, debt, and employment etc.

Key Responsibilities

• Interview clients over the phone, and face‑to‑face to gather relevant information about their circumstances and identify the areas they require assistance with.
• Research advice areas to identify possible options for the client and explain these in a concise and understandable way, to allow the client to make an informed decision.
• Provide practical assistance to clients such as completing benefit calculations on their behalf and helping clients to contact other agencies.
• Identify social policy issues to feedback to the wider network to help benefit both local and national social policy campaigns.
• Negotiate with third parties on the client’s behalf to resolve issues they are facing, for example, with employers, benefit agencies, and landlords, etc.
• Coordinate with specialist advisors and projects within the Citizens Advice Bureau network to ensure clients receive support with complex issues.
• Refer clients to external agencies where the support required falls out of our remit.
• Maintain accurate records through the case recording system.
• Identify areas for personal development and proactively explore training opportunities to continue your own personal development.
• Keep up to date on relevant legislation and case law relevant to the role.
• Uphold the principles of Roxburgh and Berwickshire CAB at all times.

On site: Royal Infirmary Hospital (and potentially Western General Hospital when cover required).

Closing 3 December 2025.

Citizens Advice Edinburgh works in partnership with the NHS Lothian Health Promotion Service and the Community Help & Advice Initiative (CHAI) to deliver an outreach advice service at the Western General (WGH), Royal Infirmary (RIE), and Royal Hospital for Children & Young People (RHCYP) in Edinburgh. The service currently has 2 part‑time staff members at the Royal Infirmary, 1 part‑time staff member at the Western General, and 1 part‑time staff member at the RHCYP.

The present vacancy is at the RIE, although the post holder may be required to work flexibly between the hospitals, covering periods of annual leave, sickness absence, training, etc.

The project delivers welfare rights and health‑related advice to patients, visitors and staff members attending the acute sector in Edinburgh. Research has shown that resolving problems with benefits, debt, employment, housing, and family issues can have a positive effect on patient health. The service is also aimed at clients who have had a recent change in circumstances due to a health‑related issue or diagnosis.

The Welfare Rights and Health Project Adviser should be experienced in giving advice, particularly in relation to benefits. They must have an understanding of the role within the healthcare environment and the impact of poverty on health.

The post holder will be required to assertively develop and maintain links with NHS staff, Social Work staff, other CAE specialists and external agencies.

The acute sector is a fast‑paced, rapidly evolving, and challenging environment in which to work. Due to the project’s setting, the work can be both physically and emotionally demanding. Clients are frequently extremely unwell, presenting practical challenges to engagement, and advisers must move around the large hospital sites in order to meet with staff, patients and carers. In addition to possessing the necessary practical knowledge, candidates will therefore require energy and resilience to maintain the service’s success.

Patient Advisers will work with the Citizens Advice bureau/x in their local health board area and will also contribute to services provided throughout Scotland via a national PASS telephone advice line and by email and webchat via a national PASS website. The Patient Adviser will provide direct advice and information to clients; support bureaux volunteers to deliver information and advice relevant to the service; produce performance and monitoring reports; assist with the marketing and promotion of the service; and liaise with external organisations in order to maximise the efficiency and effectiveness of PASS.

Applications are invited for experienced Benefits & Debt Advisers to advise on benefits, income maximisation, debt management and sustaining accommodation. The successful applicants will form part of a team working from base and in other locations within the city. It is essential to have a thorough knowledge of the benefit system, income maximisation and some experience of debt management to Type II. A proven record of case work in Money Advice with vulnerable clients is required. Familiarity of the voluntary sector would be an advantage.

The post holders will be expected to deal effectively and efficiently with clients, maintain full case records, statistics and reports on activities.