Outreach Generalist Adviser (0.5FTE) & Telephone Assessor (0.5FTE)

Role Purpose

To provide high-quality advice to clients through two key channels:

0.5FTE Telephone Assessor – Delivering triage and initial advice via our Enquiryline and digital platforms.

0.5FTE Outreach Adviser – Delivering in-person generalist advice at outreach locations across Lewisham.

This is a dual-function role requiring flexibility, adaptability, and a commitment to helping clients across multiple access points.

Key Responsibilities : Telephone Assessment (0.5FTE)

• Interview and assess client needs over the phone using sensitive listening and questioning skills.

• Identify key issues, assess urgency, and determine the appropriate level of service (information, signposting, or full advice).

• Provide brief advice and assisted information; undertake case research using Citizens Advice resources.

• Record assessments and actions accurately on the Casebook system.

• Adhere to Citizens Advice quality and case recording standards.

Outreach Generalist Advice (0.5FTE)

• Deliver face-to-face advice across outreach venues in Lewisham.

• Provide support on welfare benefits, debt, and other generalist issues.

• Explore options and empower clients to make informed decisions.

• Where appropriate, act on behalf of the client (e.g. form filling, writing letters, negotiating with third parties).

• Maintain accurate and detailed case records.

• Ensure work supports the service’s commitment to equality, diversity, and inclusion.

Person Specification

Essential:

• Proven experience in generalist advice, including benefits and debt.

• Experience delivering telephone-based assessments and/or advice.

• Strong interviewing skills with the ability to sensitively elicit relevant information.

• Ability to interpret complex information and communicate it clearly.

• Competence using IT systems for case management and research (e.g. Casebook, AdviserNet).

• Commitment to continuous professional development.

• Strong written and verbal communication skills.

• Knowledge of current social issues and their impact on clients.

• Willingness to work from multiple locations and remotely as needed.

Desirable:

• Citizens Advice Gateway Assessor Certificate.

• Experience using Casebook system.

• Familiarity with outreach work in diverse community settings.

• Professional Development & Team Contribution

• Attend training sessions and maintain up-to-date knowledge of relevant policies and legislation.

• Participate in supervision, team meetings, and reflective practice.

• Contribute to service improvement and research & campaigns activity.