Knowledge of Money Advice work, Housing Advice, Employment Advice and
Welfare Benefits Advice is essential, as well as good communication, casework and I.T. skills.
Key work areas and tasks:
·Work as part of the triage team to allocate clients to volunteer
Advisers as appropriate.
·Assist, support and oversee the General Advisers in: -
Their use of the Citizens Advice Information System to find, interpret and communicate the
relevant information to their clients.
Researching and exploring options and implications so that clients can make informed
Acting for the client where necessary by calculating, negotiating, drafting or writing
letters and telephoning.
Negotiating with third parties such as statutory and non-statutory bodies as
Referring internally or to other specialist agencies as appropriate.
Ensuring that all work conforms to the bureau's Office Manual and Quality Standards at
the appropriate level.
Maintaining detailed case records for the purpose of continuity of casework, information
retrieval, statistical monitoring and report preparation.
- Assist with social policy work by
providing information about clients' circumstances through the appropriate channel.
- Alert clients to social policy
- 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
Page 2/2 Triage Worker Job
Description and Person Specification
- Use IT for statistical recording,
record keeping and document production.
- Ensure that all work conforms to the bureau's systems and procedures.
- Provide statistical information on
the number of clients and nature of cases.
Other duties and
- 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 CAB service.
- Abide by health and safety guidelines and share responsibility for own safety and that of
- Understanding of and commitment to the aims and principles of the CAB service and its equal opportunities policies.
- Experience of giving advice on Welfare Rights, Housing, Employment and Money Advice Issues.
- Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- Ability to monitor and maintain own standards.
- Effective written and oral communication skills with particular emphasis on negotiating.
- Understanding of the issues involved in interviewing clients.
- Understanding of the issues affecting society and their implications for clients and service provision.
- Ability to use IT in the provision of advice.
- Flexibility and willingness to work as part of a team.
- Willingness to learn and develop skills in advice topics.
- Ability to research, analyse and interpret complex information.
- Numeracy skills required to understand statistics and check calculations.
For further information and an application form, please contact:
Inverness Badenoch & Strathspey CAB
29-31 Union Street
Closing Date: Wednesday 30th October 2019