Duty Advice Supervisor

BRENT CITIZENS ADVICE BRENT

JOB DESCRIPTION

JOB TITLE:

Advice Supervisor

SALARY:

£35,000.

HOURS:

37.5 hours per week

Monday to Friday

LOCATION:

Office based

The role will be based in our Head office on Willesden High Road but may require travel to various locations across the borough.

TYPE:

Permanent

REPORTING TO:

Adio Garbadeen, Head of Service

DBS:

This role will be subject to a basic Disclosure and Barring Service (DBS) check

CLOSING DATE:

Friday 2nd February 2024 at 5.00 p.m.

ABOUT CITIZENS ADVICE BRENT

Established in 1939, Citizens Advice Brent has helped close to a million people and in the last year alone we dealt with over 15,000 issues, generating over £2.5 million in income for Brent Households.
We can all face problems that seem complicated or intimidating. At Citizens Advice Brent, we believe no one should have to face these problems without good quality, independent advice. That’s why we’re here to give people the knowledge and the confidence they need to find their way forward - whoever they are, and whatever their problem.
We are an independent charity and a member of Citizens Advice, one of the UK’s largest voluntary organisations. We have a track record of practical commitment to diversity, promoting equality and challenging discrimination.
No one else sees so many people with so many different kinds of problems, and that gives us a unique insight into the challenges people are facing today.

By helping people with the underlying cause of their problems and making sure they don’t get worse, we save the government and public services hundreds of millions of pounds every year.

Our advisers focus their work on maximising the income of local clients, ensuring they receive the allowances or support they are entitled to and are supported to manage their money, avoid debt, live their lives independently and improve their health and wellbeing.
Financial resilience and feelings of control relating to finance have a profound impact on people’s well-being. As such, the cost-of-living pressures are having a detrimental effect on Brent residents’ mental health and well-being. The impact of this crisis is often felt unevenly, particularly for those who were already at a more disadvantaged level at the start of this crisis and continue to be disproportionately impacted.
To help the people of Brent most in need, our day to day services we offer free help with:
* Debt money management advice service
* Money worries such as rent arrears and council tax.
* Housing issues including dealing with eviction and homelessness issues.
* Employment issues including unfair dismissal and workplace harassment.
* Welfare benefits.
* To claim universal credit and apply for personal independence payments.
* The provision of a weekly legal advice clinic to clients on housing and employment issues

Citizens Advice Brent advice services are also accredited under the Advice Quality Standard (AQS) awarded to organisations that demonstrate competency in providing advice and information, including AQS Casework in some subject areas.

JOB PURPOSE:

·       To assist the Head of Service in providing and developing a high-quality advice and information service

·       To support the planning of the rota for the generalist advice service and oversee the appointment system

·       To supervise and manage advice and information sessions

·       To train, support and supervise staff and volunteers

·       To coordinate the take-up of research and campaigning issues in accordance with the aims and principles of the Citizens Advice Service

·       To undertake advice work and casework

·       To deputise for the Head of Service to ensure the smooth running of the Service

MAIN DUTIES AND RESPONSIBILITIES

1)    Quality of Advice

·       Lead responsibility for managing all advice sessions at the Citizens Advice Brent office and at outreach venues.

·       Check and deploy available resources to meet daily plan requirements.

·       Plan and ensure availability of advice appointments using appropriate systems.

·       Monitor and take action to meet daily targets.

·       Supervise and support the work of advice workers and trainees on all sites to ensure that quality of work and case administration standards meet the organisation's membership requirements

·       Ensure the effective distribution of information to promote good practice and maintain and develop the quality of advice.

·       Monitor the quality of work of all advisers through case checking, QAA and Independent file reviews

·       Review cases in line with the organisation’s performance and quality framework

·       Conduct one-to-one support and supervision meetings to provide constructive feedback, identify training needs and implement a plan of action to improve performance

·       Monitor the effectiveness of service delivery by analysing case records, collecting staff and user service delivery feedback and sharing the same with staff and volunteers at team meetings.

2)     Undertaking Advice and Casework

Provide high-level quality information, advice and practical assistance as required

including:

·       Casework covering the full range of subjects

·       Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.

·       Negotiate with third parties as appropriate.

·       Ensure income maximisation through the take up of appropriate benefits and any financial inclusion initiatives.

·       Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate.

·       Take a holistic approach when assisting clients with other separate but related problems and refer to other advisers or specialist agencies as appropriate.

·       Accept referrals from and refer clients to other relevant agencies.

·       Keep accurate and orderly case records.

·       Assist in general administrative backup for all the above.

3)       Learning and professional development

·       Keep up-to-date and informed of all relevant legislation, regulations, good practice and social policy.

·       Monitor and keep up to date with the latest information on quality and service delivery issues on Citizens Advice workplace and other relevant platforms

·       Read the regular national Citizens Advice- Advisers Magazine and other relevant publications.

·       Attend and actively participate in regular supervision sessions and appraisals with the line manager.

·       Ensure your continuous professional development by attending QA local reviewers’ sessions, and undertaking training (through in-person, webinars e-learning, etc) to meet identified learning needs

·       Keep in touch with local issues, developments, and changes in the procedures of other relevant agencies.

4)        Training and Supervising staff and volunteers

·       Take responsibility for training and supervising paid and volunteer advisers.

·       Assist in the recruitment and management of volunteers.

·       Develop and support volunteers who wish to move into a different role

·       Contribute to internal and external learning and development activities to ensure the competence and continuing development of the advice team.

·       Identify the learning and development needs of designated advisers

·       Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff/volunteers perform optimally.

·       Line manages designated team members.

5)         Project Management

·       Assist with managing projects and provide strategic support to the service in a range of areas, including (but not limited to):

·       Innovation and development of new services

·       Communications

·       Fundraising

·       Administration

·       Attending internal and external meetings to represent the organisation as and when required

6)         Research and Campaigning

·       Stay updated about research and campaigns

·       Support the organisation to meet its membership requirements for research and campaigns, this includes but is not limited to:

o   Working with the Management Team to develop, implement and monitor the Research and Campaign Action Plan

o   Identifying local issues where policy work needs to be undertaken.

o   regularly monitoring calls for evidence and ensuring advisers are collecting information and producing evidence forms on relevant cases to meet service targets.

o   Initiating and participating in projects to deal with local issues.

·       Liaise with Citizens Advice and/or other agencies to take concerted action on social policy issues and attend related meetings.

·       Develop links with relevant statutory and non-statutory agencies.

·       Promote the organisation externally and foster good relationships with stakeholders

7)         Participation in the development and planning of the service

·       Ensure all Brent CAB policies and procedures are implemented and  developed.

·       Contribute to the development and review of the organisation’s learning/training and development plans.

·       Take lead responsibility for the Service in areas delegated by the line

·       manager.                                 

·       Actively participate in and/or lead regular team and other meetings as required

·       Make recommendations on group and individual staff/volunteer training needs

8)         Administration

·       Record and input statistics and other monitoring information and produce oral and written reports on your work as required.

·       Attend meetings, prepare agendas for internal meetings, and write and circulate minutes.

·       Be self-servicing, typing and using computers, photocopiers, faxes and other office equipment.

9)         Other

·       Uphold and promote the Aims and Principles of the CAB Service.

·       Uphold and promote the Equality and Diversity policies of the CAB Service.

·       Work in any of the Service’s locations and elsewhere as required.

·       Attend evening advice sessions and other meetings (including CAB and other agencies’ AGMs) and represent the Service externally.

·       In addition to the tasks and duties outlined in this job description, to undertake such duties which are generally compatible with the functions of the post including deputising when required.

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

Brent Citizens Advice Brent

Person Specification

Job Title:  Advice Supervisor

ESSENTIAL REQUIREMENTS

1) A minimum of 2 years’ experience of staff and volunteer supervision and understanding of the provision of staff support, development, and motivation.

2) Substantial recent experience of advice work. This must include advising on complex cases in welfare rights, employment, housing and debt. 

3) Significant proven experience of both advice and gateway assessment session supervision.

4) Knowledge of the type of social policy issues facing the local community, and a commitment to influencing social policy. 

5) Proven experience and understanding of implementing quality assurance systems, including case checking and file reviews.

6) Ability to monitor, maintain and develop advice systems and procedures.

7) Excellent written and verbal communication skills

8) Experience of planning and prioritising own work and the work of others and making decisions within a pressured environment.

9) Experience of working to multiple targets and deadlines

10) Experience of using IT in the provision of advice

11) Numeracy skills to understand statistics and check calculations

12) Experience of taking responsibility for own learning and development

13) Contribute positively to effective teamwork and development

14) Understand, empathise with, and be committed to the Service’s aims, principles and equality and diversity policies

15) Willingness to work outside normal working hours as required

16) Willingness to work at any site in the Greater London area as required

17) Must have an up-to-date DBS

Generic Role Requirements

·       Ensuring that work reflects and supports the Citizens Advice equality and diversity strategy.

·       Monitoring and evaluating activities appropriate to the role and contributing to service planning processes by providing regular reports and feedback on the areas of responsibility.

·       Attending regular meetings relevant to the role (staff, team, etc.).

·       Working cooperatively with colleagues and encouraging good teamwork, clear lines of communication and common practices within the team.

·       Abiding by health and safety guidelines and sharing responsibility for own health and safety and that of colleagues.

·       Identifying own learning and development needs and taking steps to address these.

·       Carrying out any other tasks within the scope of the post to ensure the effective delivery and development of the service.

What we give our staff

Citizens Advice Brent is a great place to work! If you join us, you are guaranteed:

·       Competitive rates of pay (within the charity sector)

·       Excellent training opportunities.

·       A fantastic opportunity to launch a career in the voluntary sector, developing a wealth of useful knowledge, skills, and experience.

·       A company that is committed to its employees, valuing their knowledge, well-being, creativity and flexibility.

·       The chance to work with amazing people within a nationally recognised charity.

·       At Citizens Advice Brent we are committed to our team members’ wellbeing. We aim to provide a supportive, flexible and rewarding environment, encouraging people to develop in their areas of interest to nurture a strong team culture.

·       The Citizens Advice service values diversity promotes equality and challenges discrimination.

The closing date for applications is Friday 2nd February 2024 at 5.00 p.m. and interviews will take place w/c 5th February 2024.