Warm Homes Network Adviser

Job Description

Warm Homes Network is a nationally delivered service provided through a partnership of Citizens Advice offices. The project aims to offer accessible telephone-based advice and support, with a particular focus on benefits and housing issues. Clients access the service through a range of referral and access channels, enabling advisers to provide timely, high-quality guidance and support to meet their individual needs.

The role involves providing comprehensive benefits advice, with a strong focus on income maximisation. Responsibilities include carrying out benefit entitlement checks, completing benefit applications, and assisting clients with mandatory reconsiderations and appeals. In addition, the service offers advice across a broad range of issues, requiring advisers to provide guidance, practical assistance, and support at a general advice level while ensuring high standards of client care and service delivery.

The post holder will need to be self-motivated, organised and flexible, in delivery of advice. Successful applicant will need to be digitally aware and be able to record all client contact and outcomes as well as make referrals electronically.

Advice Giving

• Deliver advice and information to clients, ensuring advice provided meets the requirements of Citizens Advice quality standards

• Ensure all case recording and other record keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standards

• Use sensitive listening and questioning skills in order to allow clients to explain their problem(s) and to identify the next course of action

• Use a range of information sources to find relevant information then interpret and communicate this to clients.

• Refer internally or to other specialist agencies as appropriate

• Act for the client where necessary by calculating, negotiation, drafting or writing letters/emails and telephoning

Research & Campaigning

• Support our research and campaigns work by highlighting issues to clients, collecting case studies, data collection and client consent

Administration

• 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 the service's systems and procedures.

• Undertake admin duties as required or requested.

Professional development

• Keep up to date with online systems, available training materials and other resources relevant to the areas of support

• Complete the required training to comply with quality assurance processes

• Attend relevant internal and external meetings as agreed with the line manager

• Prepare for and attend supervision sessions/team meetings and staff meetings as appropriate

• Identify and implement own learning and development needs

Other duties and responsibilities

• If required, work from a variety of Citizens Advice Liverpool outlets across the city as required over the course of the week between the hours of 9am-5pm

• Promote the aims, policies, and membership requirements of the Citizens Advice service

• Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies

• Be a positive ambassador for Citizens Advice Liverpool

• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues

• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service