Crisis and Energy Adviser Great Yarmouth, England
Job description
The role
Crisis and Energy Advisers will be fully trained in all areas of advice provision but this role will primarily work on our energy projects and our Help Through Crisis project which offers clients personalised, ongoing support over multiple appointments. There may be times when the successful candidate will be asked to work on other projects within the Crisis and Energy Department in order to meet the needs of our clients, full training for the other projects will be provided, when required.
The role will
· involve working on our Help Through Crisis Project, engaging with often vulnerable people from under-represented communities and help them to access specialist advice along with access to other support services over a sustained period of 1 to 1 support.
· Include working on our energy projects, supporting clients with a range of different energy issues in a particularly volatile current energy market.
· involve assisting with running our offices in the Great Yarmouth area when required, this includes supporting and helping volunteers, opening, closing and general office management, quality checking and ensuring all work meets our standards.
The applicant will need to demonstrate an excellent grasp of technology, but training will be offered in Citizens Advice systems.
The closing date for applications is Close of Business 27th June 2023
We have the right to close this vacancy early when we find a suitable candidate. Please bear this in mind when sending your application in.
Role profile
Hours: 37 hours per week
Contract: Fixed term contact until end March 2025
Location: Great Yarmouth Area
Salary £24000
Closing Date: Close of Business 27th June 2023
Key responsibilities
· Using sensitive listening and questioning skills provide and/or arrange tailored one-to-one advice for people facing crisis situations i.e. housing, finance, energy, accessing food, medical care and other emergency situations. This could also be via phone and email
· Using sensitive listening and questioning skills provide general advice for clients via phone, email or face to face.
· Carry out an initial assessment and liaise with other advice agencies and outreach support groups to help clients on their advice journey.
· Work closely with clients to develop a personal plan and help them to recognise how and when crisis occurs in order that they are better equipped to avoid or deal with crisis situations in the future, thus improving their lives and wellbeing.
· Support people to become better integrated into their communities, access local services and reduce isolation and poor mental health.
· Build links with partner organisations that can provide additional support services to assist in meeting the needs of these clients, ensuring that they receive the support required to complete their journey through the advice system.
· Develop a strong and coherent knowledge of the local advice sector, thus ensuring that clients are referred appropriately to partners with your support. This will minimise duplication of services.
· Attend community outreach and support groups engaging and acting as an advocate for the project, both promoting the project and helping clients share their experiences to improve services in the future.
· Feedback what works well and thus together with the Crisis and Energy Department Lead develop models of good practice for the sector. Attendance at partner and team meetings will facilitate this.
· Resourcing funding for digital devices for Crisis clients
· Ability to provide tailored digital support and upskilling of digitally excluded people in crisis
· Office management experience (desirable)
· Volunteer management experience (desirable)
Person specification
Essential Criteria
> Experience of working with people with multiple and complex needs
> Ability to work without supervision and prioritise workload
> Proficient in using a range of IT tools to carry out your work, including case management systems, Microsoft Office applications, online applications, internet and email etc.
> Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
> Excellent organisational skills
> A proven ability to work effectively with a wide variety of stakeholders
> A commitment to the aims, principles and policies of Citizens Advice
> Ability to operate as a team player and communicate effectively with colleagues and managers
> Ability to use telephony and IT systems to deliver services across multiple channels (face-to-face, web chat and telephony) and the ability to use bespoke systems including online referral systems and the Citizens Advice “Casebook” system.
Experience of key holder responsibilities/office management
Desirable Criteria:
>Completion of Citizens Advice Adviser Training Programme
> Qualification in Energy Advice for example City & Guilds Energy Awareness /
Renewable Energy
> Public speaking
> Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate
>Experience of managing volunteers
>Knowledge of basic health and safety requirements
>Knowledge of data security
>Knowledge of safeguarding
Additional requirements
Citizens Advice is committed to equal opportunities both in service provision and employment.
Terms and conditions
➢ Salary of £24000 per annum
➢ Hours per week: 37
➢ Place of work: Great Yarmouth Area some home working may be possible once fully trained.
What we give our staff
➢ Comprehensive training programme
➢ Access to Employee Assistance Programme
➢ 5.6 weeks paid annual leave, including statutory holidays
➢ Access to company pension scheme (subject to eligibility)
➢ Flexible working where possible
Job Types: Full-time, Fixed term contract
Contract length: 22 months
Salary: From £24,000.00 per year
Benefits:
- Company events
- Company pension
- Flexitime
- Free or subsidised travel
- Health & wellbeing programme
- Sick pay
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Ability to commute/relocate:
- Great Yarmouth: reliably commute or plan to relocate before starting work (required)
Experience:
- accredited adviser: 1 year (preferred)
Work Location: In person
Reference ID: Crisis and Energy Adviser
