Help to Claim adviser

The Help to Claim Adviser (Universal Credit) delivers a holistic advice and support service aimed at clients on completing their initial Universal Credit claim and supports them through to their first payment. This involves helping with the online forms, the evidence required, and verifying their identity online using telephone, web chat and video call.Job descriptionKey responsibilitiesTo conduct telephone, web chat and video call interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own prioritiesTo explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and abilityTo assist with the setup of a Universal Credit account, including setting up a personal email account and/or bank account, if neededTo provide support to clients completing and submitting their claim form, ensuring clients have identified and gathered all evidence and documentation neededTo support the client through the first assessment period and helping them to complete the identity verification process online, if neededTo support clients to prepare for their first appointment with a Jobcentre Plus work coachIf appropriate, to support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare FundTo ensure the client understands the payment schedule and takes action to prepareTo liaise where appropriate with bureau staff and other relevant agencies as appropriateTo record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparationTo ensure that all work meets quality standards and the requirements of the funderTo provide and develop a quality advice service in relation to Universal Credit, including the ability to act as a ‘best practice lead’ for other staff and volunteersTo keep abreast of the latest developments relating to welfare benefits and Universal CreditLiaise, communicate with and be operationally responsible to the multi-channel coordinatorThe above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.Person specificationKnowledge, skills and experienceEssentialDemonstrable completion of Citizens Advice Bureau Adviser Training ProgrammeA sound working knowledge and experience with social security benefits and entitlement, with specific focus on Universal CreditUnderstanding, maintaining and practising high standard of case recording requirements as according to the Help to Claim project specification and the CAS quality assurance standardsAbility to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Near Me, Zoom, Teams and other systemsExperience of using a range of IT tools to carry out work, including case management systems, Microsoft Office, internet and email etc.Ability to work without supervision and prioritize workloadExperience of working with people with multiple and complex needsExcellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible mannerExcellent organisational skillsKnowledge of a range of enquiry areas to aid with identifying emergenciesA commitment to the aims and principles of Citizens Advice ServiceAbility to operate as a team player and communicate effectively with colleagues and managersAdditional requirementsAbility to commit to a rolling rota to be assigned for times between 07:45 and 19:00Must be available to work a varied shift pattern between 07:45 – 19:00 Monday – Friday, excluding statutory bank holidays in Scotland.The post is subject to the receipt of a satisfactory Basic Disclosure CertificateThe post is subject to the disclosure of criminal history informationDesirableA proven ability to work effectively with a wide variety of stakeholdersExperience working on helpline, webchat and video conferencing (Near Me)Potential ability to work remotely and as a part of a virtual helpline team