Help to Claim Adviser

Advice Giving
· Provide advice through telephone and webchat
· 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
· Supporting clients to use ICT to make their new Universal Credit claim
· Use Citizens Advice resources to find, interpret and communicate the relevant information to clients
· Complete benefits checks when appropriate
· Research and explore options and implications so that clients can make informed decisions.
· Act for the client where necessary using appropriate communication skills and channels.
· Refer internally or to other specialist agencies as appropriate.
· Ensure that all work meets quality standards and the requirements of the funder
· 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.
· Complete the required training to comply with quality assurance processes

Research and campaigns
· Support our research and campaigns work through various channels including case studies, data collection and client consent

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

Administration
· Use of telephony and IT equipment for multichannel delivery of advice services
· Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure GDPR compliant training is completed on an annual basis
· Ensure that all work conforms to your organisation's systems and procedures

Other duties and responsibilities
· 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 Citizens Advice
· Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
· Work from a variety of Citizens Advice Liverpool outlets and outreach locations across the city as required over the course of the week between the hours of 8am-6pm.