Generalist Caseworker

Purpose of the role:

To deliver advice by telephone and face to face to residents of Runnymede and Spelthorne on a wide range of issues such as benefits, debt, housing, employment, family and immigration.

To add capacity and supplement the advice work that our volunteers currently deliver.

To promote the services of the organisation by occasionally attending outreach locations.

Role Profile

Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities

Use Citizens Advice resources to find, interpret and communicate the relevant information to clients

Research and explore options and implications so that clients can make informed decisions

Act for the client where necessary by making calls, calculating, negotiating, drafting or writing letters

Person specification

Proven ability to interview clients using sensitive listening and questioning skills to get to the root of issues and empower clients, whilst maintaining structure and control of meetings

Basic knowledge of one or multiple enquiry areas (ie benefits, debt, housing, employment, family and immigration)

Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing

Ability to understand statistics and check accuracy of calculations

Ability to communicate effectively verbally and in writing

Ability to make use of telephony and IT systems to deliver service

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 commit to and work with the aims, principles and policies of the Citizens Advice service

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

Ability to prioritise own work to meet deadlines and manage workload