In Person Triage Assessor (PT)

Through Crisis Resilience Fund (Cost of Living) funding, Dacorum Citizens Advice are recruiting an experienced Citizens Advice Triage Assessor to join our friendly team. The role is to support clients who visit our office in person, to ensure everyone who needs to can access to our service.

The successful candidate will have excellent interpersonal skills to support clients in person who visit our office in Hemel Hempstead seeking advice and information with a broad range of issues as part of the Dacorum Citizens Advice service.

You’ll have the ability to interview clients using sensitive listening and questioning skills to get to the root of their issues whilst maintaining structure and control of the conversation. Also, to change your approach for different client needs which may include using a telephone interpreter.

The successful candidate will give advice and information from agreed sources and write succinct and professional case notes on our confidential client management system in accordance with quality requirements.

An important attribute for this role is excellent time management and the ability to work under pressure and manage client expectations in order to meet demand.

Giving Information

The purpose of the role is to triage clients in a timely manner to:

Establish their issues through sensitive questioning and listening

Assess client capability to access appropriate support

Give relevant information to deal with their problems. The role is very broad in scope of advice needed, for example, benefits, debt and money, consumer, housing, family, law and courts, immigration and health.

You should be prepared to fully examine the issue the client presents and sometimes explore further to establish any additional or underlying issues not initially presented. The role includes signposting or referring to other organisations and/or providing information or booking a full advice appointment, according to the needs of the client.

You will work with a skilled and highly motivated team and be continuously supported in your role.