Advice on Prescription (APP) Adviser

Main Responsibilities

• 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 the Citizens Advice Adviser Net website to find, interpret and communicate the relevant information.
• Research and explore options and implications so that clients can make informed decisions.
• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
• Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
• Up to date knowledge of welfare benefits and demonstratable evidence of competence in providing benefits advice to clients in an audited environment.
• Refer internally or to other specialist services as appropriate, including but not limited to welfare, debt, housing and link work support services
• Ensure that all work conforms to the organisations’ office manual and the Citizens Advice quality standard and any other funding requirements, as appropriate.
• Ensure that work reflects and supports the Citizens Advice Service’s equality and diversity strategy.
• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

Social policy

• Assist with social policy work by providing information about clients' circumstances through the appropriate channel.
• Alert clients to social policy options.

Professional development

• Keep up to date with legislation, policies and procedures and undertake appropriate training.
• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

Other duties and responsibilities

• Complete the required training to comply with quality assurance processes.
• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
• Demonstrate commitment to the aims and policies of the Citizens Advice service.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Requirements

• A good up to date understanding of equality and diversity and its application to the provision of advice.
• Ability to monitor and maintain own standards.
• Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
• Understanding of the issues affecting society and their implications for clients and service provision.
• A good knowledge of the social model of health and how link worker services can support wellbeing and reduce health inequalities.
• Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
• Ability and willingness to work as part of a team.
• A clear understanding of the requirements of a target based workload
• A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
• 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.

The successful candidate will have a ‘mobile office’ made up of pc, information systems and promotional materials and despite having a regular geographical location, will be expected to respond attend outreaches across the city if necessary.

To apply, please use the link below to visit our website