Community Assessor for Multiple Needs

Do you have a passion for working in the heart of your local community and are driven by making a difference? Then Citizens Advice Mid Mercia is the organisation for you.

Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won't turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.

We are looking for a full-time Community Assessor for Multiple Needs to join our GAIN (Guidance, Advice, Information and Network) Project.

The role will be to provide an effective and efficient triage and advice service to members of the public through all delivery channels, predominantly telephone. You will be the first point of contact into the GAIN project and represent the organisation to the highest standard.

apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/ (copy and paste the link to your browser)

We are looking for someone who:
Has excellent communication skills
Can manage own time effectively with a keen eye for detail
Can complete tasks to the highest quality
Can monitor and maintain own standards ensuring work is accurate
Is experienced in working with a diverse range of people and providing a welcoming environment for clients

Full training and support will be given to the successful candidate to enable them to carry out their role

Responsibilities / Key Tasks:
Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
To deal with all referrals/enquiries received for the service over the telephone, email or website
Assess client's problem(s) using sensitive listening and questioning skills, signpost clients appropriately to suit their needs in accordance with the protocols of the service.
Monitor referrals and collate required reporting data in line with contractual obligations
Work closely with our service partner Age UK Birmingham to ensure appropriate referrals are forwarded to them quickly and efficiently
Add clients to our secure customer recording system with relevant information

What we offer in return:
28 days entitlement plus bank holidays pro-rata
Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
Opportunities for further training and continuous professional development
Internal progression opportunities
Remote/flexible working opportunities, subject to management approval
Option to buy & sell holiday allowance, subject to management approval
Paid DBS application, where applicable
5% pension contributions
3 month's full contractual pay for maternity, upon meeting qualifying criteria

We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and a counselling line for all staff and volunteers.

The essentials:
Salary - £23,400
Hybrid Working - work from home with occasional travel to outreach locations across Birmingham
Contract - fixed-term until 30 Nov 2029 with possible extension for another 2 years

Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.