Gateway Assessor
| Posting date: | 05 April 2024 |
|---|---|
| Salary: | £22,308 per year |
| Hours: | Full time |
| Closing date: | 05 May 2024 |
| Location: | Derby, Derbyshire |
| Company: | Citizens Advice Mid Mercia |
| Job type: | Contract |
| Job reference: |
Summary
Do you have a passion for working in the heart of your local community and are driven by making a difference? Then Citizens Advice Mid Mercia is the organisation for you.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
We are a dynamic and ever-changing organisation with new services and teams regularly coming on board. As such we are looking for a full-time Triage Assessor to join our Core Advice Team on a fixed term basis (with possible extension dependant on funding).
The role will be to be the first point of contact into our service and to help provide an effective and efficient triage and advice service to members of the public through all delivery channels, predominantly telephone.
Apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Experience is not necessary, but we are looking for someone who:
Has excellent communication skills
Can monitor and maintain own standards ensuring work is accurate
Is experienced in working with a diverse range of people and providing a welcoming environment for clients
Has an understanding of the issues affecting society and their implications for clients and service provision
Is able to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them
Is able to give and receive feedback objectively and sensitively and willingness to challenge constructively
Is able to drive and/or willingness to work across all sites
Full training and support will be given to the successful candidate to enable them to carry out their role
Responsibilities / Key Tasks:
Identify key information about the problem including time limits, key dates and requirements for urgent advice or action (using the Advice guide website, scripts and any other diagnostic tools as necessary).
Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the organisation’s resources.
Refer clients appropriately (both internally and externally) to suit clients’ needs following agreed protocols, including making arrangements and informing clients of what to expect.
Record information given during an assessment interview onto case record screens.
Assess client’s problem(s) using sensitive listening and questioning skills, signpost clients appropriately to suit their needs, following agreed protocols.
What we offer in return:
28 days entitlement plus bank holidays pro-rata
Full training provided
Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
Opportunities for further training and continuous professional development
Internal progression opportunities
Supportive environment
Remote/flexible working opportunities, subject to management approval
Option to buy & sell holiday allowance, subject to management approval
Paid DBS application, where applicable
5% pension contributions
3 month’s full contractual pay for maternity, upon meeting qualifying criteria
Potential additional permanent contracted hours, where the organisational need exists
Being part of a great team / CAMM family
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and a counselling line for all staff and volunteers.
The essentials:
Salary – £22,308
Fixed contract until 31 March 2025 with possible extension
Location - predominantly based at Derby DE1 1RS, and other offices in Church Gresley and possibly remote working as required
The full Job Description and Person Specifications is available on our website - https://www.citizensadvicemidmercia.org.uk/vacancies/#apply
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Thank you for your interest in our vacancy. The above role is advertised on a rolling recruitment basis. We reserve the right to close the advert once a suitable candidate has been appointed. If you do not hear back from us within 10 working days of the closing date, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
We are a dynamic and ever-changing organisation with new services and teams regularly coming on board. As such we are looking for a full-time Triage Assessor to join our Core Advice Team on a fixed term basis (with possible extension dependant on funding).
The role will be to be the first point of contact into our service and to help provide an effective and efficient triage and advice service to members of the public through all delivery channels, predominantly telephone.
Apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Experience is not necessary, but we are looking for someone who:
Has excellent communication skills
Can monitor and maintain own standards ensuring work is accurate
Is experienced in working with a diverse range of people and providing a welcoming environment for clients
Has an understanding of the issues affecting society and their implications for clients and service provision
Is able to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them
Is able to give and receive feedback objectively and sensitively and willingness to challenge constructively
Is able to drive and/or willingness to work across all sites
Full training and support will be given to the successful candidate to enable them to carry out their role
Responsibilities / Key Tasks:
Identify key information about the problem including time limits, key dates and requirements for urgent advice or action (using the Advice guide website, scripts and any other diagnostic tools as necessary).
Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the organisation’s resources.
Refer clients appropriately (both internally and externally) to suit clients’ needs following agreed protocols, including making arrangements and informing clients of what to expect.
Record information given during an assessment interview onto case record screens.
Assess client’s problem(s) using sensitive listening and questioning skills, signpost clients appropriately to suit their needs, following agreed protocols.
What we offer in return:
28 days entitlement plus bank holidays pro-rata
Full training provided
Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
Opportunities for further training and continuous professional development
Internal progression opportunities
Supportive environment
Remote/flexible working opportunities, subject to management approval
Option to buy & sell holiday allowance, subject to management approval
Paid DBS application, where applicable
5% pension contributions
3 month’s full contractual pay for maternity, upon meeting qualifying criteria
Potential additional permanent contracted hours, where the organisational need exists
Being part of a great team / CAMM family
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and a counselling line for all staff and volunteers.
The essentials:
Salary – £22,308
Fixed contract until 31 March 2025 with possible extension
Location - predominantly based at Derby DE1 1RS, and other offices in Church Gresley and possibly remote working as required
The full Job Description and Person Specifications is available on our website - https://www.citizensadvicemidmercia.org.uk/vacancies/#apply
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Thank you for your interest in our vacancy. The above role is advertised on a rolling recruitment basis. We reserve the right to close the advert once a suitable candidate has been appointed. If you do not hear back from us within 10 working days of the closing date, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.