Vacancy Information PackTrainee Generalist Adviser

                                             

Introduction

Dear Candidate,

Thank you for your interest in applying for our vacancy within the Citizens Advice Pennine West group.

The enclosed information refers to the available role as a Trainee Adviser and will provide more details about the role, our processes and our service.  I hope this information gives you a sense of the high quality, goal oriented organisation that we are along with the enthusiasm we feel about welcoming the right person into our team.  

Our head office is located in central Oldham, with additional offices based in Rochdale and at Waterside Plaza in Sale. We deliver advice services from all three locations as well as a number of outreach venues across all 3 Boroughs. The role, although based in Oldham, will require regular travel to all our offices and may require occasional travel to training venues within Greater Manchester.

Joining the service will be your opportunity to be part of a national organisation that focuses on meeting local needs and you’ll be at the forefront of helping us to achieve our aim – to help as many people as we can – whoever they are, whatever their problem.

The successful applicant will be part of a small team of trainees, gaining skills and experience to become competent advisers, helping to deliver our services across the Boroughs at our offices and at various outreaches and will, wherever possible, be able to take part in our flexible working scheme for employees.

We are sure that you will find working with the Citizens Advice service rewarding, exciting and challenging and look forward to receiving your application.

Thank you for your interest.

Yours sincerely

David MarksVolunteer Development Manager

About us

Citizens Advice Pennine West is the parent company of a group of small non-profit local Citizens Advice charities which joined forces to maximise what we could achieve in Oldham, Rochdale and Trafford.  Each organisation is a separate legal entity and charity in its own right and each subsidiary relies on funding to make a difference to the lives of individuals, families and communities in the respective borough.

As a collective, we help more than 14,000 people a year fight for their rights and get back on their feet.We also tackle the root causes of social problems by campaigning for new laws, policies and solutions.

Advice giving

We provide an initial check of our clients’ needs via a telephone ‘Adviceline’, email or at one of our face to face outreach services which are located within the Oldham, Rochdale and Trafford Boroughs. We guide and support people so that they may be empowered and confident in helping themselves. To do this we use vast and regularly updated online information systems and in-office resources, our knowledge of local services and the shared experience of advisers and supervisors. Where needed we will refer clients on to our Generalist Advisers or Specialist Caseworkers for an appointment, or to a relevant alternative agency.

We also fight for changes in law and policies to improve the lives of local people long term. We work closely and, increasingly in partnership, to protect and improve good practice by influencing government agencies and local authorities to help people in need.

Our teamWe couldn’t achieve the many fantastic outcomes that improve our clients’ lives without the passionate dedication and hard work of the people who work with us.  We currently have 48 paid staff supported by 80 volunteers in various client and non-client facing roles plus 11 volunteer trustees who provide strategic oversight and governance.  

Organisational structure chart

Our aims

We aim to provide the advice people need for the problems they face and improve the policies and practices that affect people’s lives.

Our principles

We provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities. We value diversity, promote equality and challenge discrimination.

Established in 1939 as an emergency war service, the Citizens Advice service has developed into the UK's largest independent advice provider.

Our Vision, mission and values

Our vision, mission and values define who we are and how we get there. This is how we inspire our people internally.

Vision

Where we want to get to: Everyone will be able to access free advice to find a way forward.

Mission

How we get there:We provide free, confidential advice to help people overcome their problems and campaign on big issues when their voices need to be heard.

Values

How we act:Responsible: We’re informed and honest.Generous: We’re compassionate and collaborative.Inventive: We’re problem-solving and forward-thinking.

Equality and Diversity Policy for Paid StaffVersion controlGovernance: Human Resources SubgroupProcedure/approval owner: Organisational Development ManagerDate policy last approved: 06/02/18Frequency of review: AnnualDistribution: All staff

AUTHORISATION

Signature of Board RepresentativeDate of approval by the Board/ Subgroup    06.02.18Pennine West Citizens Advice Bureau LimitedRochdale & District Citizens Advice BureauOldham Metropolitan Citizens Advice Bureaux 

1. Introduction

1.1 The Citizens Advice Pennine West Group is committed to providing a supportive and inclusive culture for:

all those who need our services our volunteers our staff and other stakeholders.

We recognise the positive value of diversity, promoting equality and fairness, and challenging discrimination.

We welcome our legal duties not to discriminate as a service provider and an employer. We aim to go beyond the narrow scope of legislative compliance and follow best practice, making equality, fairness and diversity a fundamental part of all our activities.We recognise people with different backgrounds, skills, attitudes and experiences bring fresh ideas and perceptions, and we wish to encourage and harness these differences to make our services more relevant and approachable.  1.2  The Citizens Advice Pennine West Group will not discriminate or tolerate discriminatory behaviour on the grounds of race, colour, sex, gender identity (transgender), disability, nationality, national or ethnic origin, religion or belief, marital / partnership or family status, caring responsibilities, sexual orientation, age, social class, educational background, employment status, working pattern, trade union membership or any other factor.

2. Scope

2.1 This policy relates to all aspects of work undertaken by the Citizens Advice Pennine West Group including employment and recruitment and selection, meeting clients’ needs and service delivery, dealing with volunteers, suppliers, supporters and other associated third parties.

3. Legal obligations

3.1 In valuing diversity, the Citizens Advice Pennine West Group is committed to go beyond the legal minimum regarding equality.

The Equality Act 2010 harmonises and strengthens and replaces most previous equality legislation. The following legislation is still relevant:

The Human Rights Act 1998. The Work and Families Act 2006. Employment Equal Treatment Framework Directive 2000 (as

amended).

3.2 The Gender Recognition Act 2004 gives transsexual people full recognition in their acquired sex in law for all purposes. A person’s transgender status cannot lawfully be disclosed without her / his consent. Information about transgender status is sensitive data within the meaning of the Data Protection Act 1998 and therefore can be processed only in limited circumstances. This applies to employment records.

4. Meeting clients’ needs

4.1 We are committed to treating all clients equally and fairly and to not discriminating unlawfully against them. We will also, wherever possible, take steps to promote equal opportunity. We will ensure that clients:

are able to access the service in ways that suit them are given help that is relevant to their problem and situation are treated fairly, with dignity and respect, and without discrimination have their needs listened to, and met whenever possible.

4.2 The Citizens Advice Pennine West Group is committed to meeting the diverse needs of clients. We will take steps to identify the needs of clients in our community and develop policies and procedures accordingly. We aim to ensure that the services we provide are accessible to all. We will take into account, in particular, the needs of clients with a disability (including mental health problems) and clients who are unable to communicate effectively in English, including those who are deaf, who use BSL and who are hard of hearing. We will consider whether particular groups are predominant within our client base and devise appropriate policies / procedures to meet their needs. Such groups include: men and women; carers; older people; members of religious groups; ethnic groups or nationalities and lesbian, gay or transgender people.

5. Employment (paid staff)

5.1 General statement

As an employer, the Citizens Advice Pennine West Group will treat all employees and job applicants equally and fairly and not unlawfully discriminate against them. This will, for example, include arrangements for recruitment and selection, terms and conditions of employment, access to training opportunities, access to promotions and transfers, grievance and disciplinary processes, selections for redundancy, references and any other employment related activities.

5.2 Recruitment and selection

We recognise the benefits of having a diverse workforce and will take steps to ensure that:

we endeavour to recruit from the widest pool of qualified candidates practicable

employment opportunities are open and accessible to all on the basis of their individual qualities and personal merit

where appropriate, positive action measures are taken to attract applicants from all sections of society and especially from those underrepresented in the workforce

selection criteria and processes do not unlawfully discriminate where appropriate and necessary lawful exemption (genuine

occupation requirements) will be used to recruit suitable staff to meet the special needs of particular groups

any third parties acting for the Citizens Advice Pennine West Group in respect of employment are made aware of the requirements not to discriminate and to act accordingly.

5.3 Training and development

We will ensure that all employees are encouraged to achieve their full potential. Selection for all training and career development opportunities will be purely on the basis of merit. Appraisals of performance will be conducted objectively and on time.5.4 Meeting individual needsThe Citizens Advice Pennine West Group will do its utmost to meet the needs of individuals at work, for example:

Recognising caring and domestic responsibilities. Working patterns - wherever possible training courses and meetings

will be planned to allow attendance by staff working non-standard hours / working patterns.

Disability – reasonable adjustments will be made where necessary to remove barriers and enable disabled staff to carry out their roles.

Religious practices – time off and suitable facilities for prayer will be provided wherever possible. Requests for annual leave to celebrate religious festivals will be accommodated wherever possible.

6. Volunteers

6.1 General statement

Volunteers contribute significantly to the diversity of the organisation. They can expect to be treated fairly, with dignity and respect, and without discrimination. They are likewise expected to treat others fairly, with dignity and respect, and without discrimination. Due to the restrictions imposed by employment law, volunteers are not entitled to the same rights and protections as employees.

7. Implementing the policy

7.1 The Chief Officer is responsible for implementing this equality and diversity policy across the Citizens Advice Pennine West Group

7.2 Responsibilities

7.2 All staff, managers, volunteers and trustees will be given a copy of an equality and diversity policy as part of their induction.7.2.1 All staffAt all levels of the organisation staff are expected to have read and understood this policy, to ensure they behave in accordance with its principles and requirements, to encourage the same level of behaviour in colleagues and to immediately report any breaches witnessed, whenever it is reasonable for them to do so.7.2.2 All managers Managers are responsible for promoting this policy and ensuring it is understood and complied with by all staff in their area, dealing with breaches and complaints (whether reported or not) seriously, speedily, sensitively and confidentially and contributing ideas for the advancement of diversity principles within the organisation. Managers are expected to be proactive in identifying circumstances in which elements of the policy can benefit individual members of staff, and encourage and support staff in making use of such benefits.7.3 Conduct and general standards of behaviour

All staff are expected to conduct themselves in a professional and considerate manner at all times. The Citizens Advice Pennine West Group will not tolerate behaviour such as:

making threats physical violence shouting swearing at others persistent rudeness isolating, ignoring or refusing to work with certain people telling offensive jokes or name calling displaying offensive material such as pornography or sexist / racist

cartoons, or the distribution of such material via email / text message or any other format.

any other forms of harassment or victimisation.

The items on the above list of unacceptable behaviours are considered to be disciplinary offences within the Citizens Advice Pennine West Group and can lead to disciplinary action being taken.  

For more details about disciplinary and grievance matters please see our disciplinary and grievance policy.

The Citizens Advice Pennine West Group does, however, encourage staff to resolve misunderstandings and problems informally wherever possible, depending on the circumstances. However, whether dealt with informally or formally, it is important for staff who may have caused offence to understand that it is no defence to say that they did not intend to do so, or to blame individuals for being over sensitive. It is the impact of the behaviour, rather than the intent, that counts, and that should shape the solution found both to the immediate problem and to preventing further similar problems in the future.

7.4 Complaints of discrimination

The Citizens Advice Pennine West Group will treat seriously all complaints of unlawful discrimination on any forbidden grounds made by employees, volunteers, clients or other third parties and will take action where appropriate.

All complaints will be investigated in accordance with the organisation’s grievance, complaints or disciplinary procedure, as appropriate and the complainant will be informed of the outcome in line with these procedures.

We will also monitor the number and outcomes of complaints of discrimination made by staff, volunteers, clients and other third parties.

8. Monitoring

8.1. The Citizens Advice Pennine West Group will monitor and record diversity information about staff and volunteers, including trustees, on the basis of age, gender, ethnicity and disability.

8.2 Where it is possible to do so, and where doing so will not cause offence or discomfort to those whom it is intended to protect, we will monitor the sexual orientation and religion or belief of staff and volunteers so to ensure that they are not being discriminated against in terms of the opportunities or benefits available to them.

We will store diversity monitoring data as confidential personal data and restrict access to this information. Diversity monitoring information will be used exclusively for the purposes of diversity monitoring and will have no bearing on opportunities or benefits.

9. Review

9.1 This policy will be reviewed not less than once a year or more regularly if we identify any non-compliance or problem or in the light of emerging legislation or best practice that could impact on this policy.

A report of the findings of the review, based on the data and other information collected and evaluated, will be presented to the trustee board annually, and appropriate action taken.

Guidance Notes for applicantsApplication form

Please complete your application and return it by post or email (as a Word document or Google document) no later than the closing date referred to in the advert.  

By post please send to: Volunteer Development Manager, Citizens Advice Pennine West, 1-2 Ascroft Court, Peter Street, Oldham OL1 1HPBy email: vacancies@penninewest.cab

CVs will not be accepted as a substitute for the application form.

The application form plays a key part in our recruitment and selection process.  We use the information you provide about your skills, experience, career and education history to decide whether or not to invite you for an interview.  It is important that you complete the application form as fully and accurately as possible, ensuring that you give specific examples that demonstrate how you meet the essential and desirable criteria for the role for which you are applying.

Disability

Please let us know if you require any adjustments to be made to the application process or would like to provide any information you wish us to take into account when we are considering your application.  If you are selected for interview, we will ask you to let us know if you have any access needs or may require reasonable adjustments to the interview or assessment (if applicable) at that stage. Please be assured that we will be supportive in discussing reasonable adjustments with you at any stage of the recruitment and selection process.

Entitlement to work in the UK

A job offer will be subject to confirmation that you are permitted to work in the UK in accordance with the provisions of the Asylum and Immigration Act 1996. You will be asked to provide evidence of your entitlement to work in the UK if you are successful and an offer of employment is made.

Please note that Pennine West Citizens Advice does not hold a sponsor license and, therefore, cannot issue certificates of sponsorship under the points-based system.

Diversity Monitoring

Our service values diversity and promotes equality.  We encourage and welcome applications from suitably skilled candidates from all backgrounds. Monitoring recruitment and selection procedures is one way of helping us to ensure that there is no unfair discrimination in the way that we recruit people. To do this we need to know about the diversity profile of people who apply for posts at Pennine West Citizens Advice.  This information is given in confidence for monitoring purposes only and is not seen by anyone responsible for making recruitment decisions. However, if you would prefer not to answer any of the questions we ask, please leave them blank.

GDPR: How we will use your information

The information you provide on this form will be used to help us decide whether to recruit you as a member of staff – this is our ‘legitimate interest’ under data protection law. It will only be seen by staff involved in the recruitment process, and will be stored securely.

If you are recruited we will retain your contact information in order to involve and support you.  We will also collect additional information, such as next of kin details, and over time, records of training, support meetings and where relevant, appraisals.  Again, it will be kept securely and only those people who need to see your information in order to involve you will have access to it.

All use of applicant’s information will be relevant to their involvement, and may include:

Contacting applicants when necessary Making reasonable adjustments to improve accessibility Monitoring statistical details of our applicants Providing ongoing support to applicants Addressing problems or complaints

You have legal rights over your data, including access to it, and the right to ask that it is corrected, restricted or deleted.  There is more information on these rights on the Information Commissioner’s Office website: www.ico.org.uk

Please also see our privacy policy.

Information, experience, knowledge, skills and abilities

This is a key section of the application form which allows you to provide evidence of your experience, knowledge, skills and abilities that are relevant to the role as described in the role profile.  Selection is based on an assessment of the evidence you provide against the requirements of the role as set out in the person specification.  It is important that you tailor your response to clearly demonstrate how you meet each requirement. No assumptions will be made about your achievements and abilities.  

Please provide one example for each requirement.  You should choose examples of past experience that clearly demonstrate what we are looking for, and be precise about what you did, how you did it and the outcome or result of your actions.   Please try to limit your response to each criterion to a maximum of 200 words.

A useful guide is S.T.A.R:Specific – give a specific exampleTask – briefly describe the task/objective/problemAction – tell us what you didResults – describe what results were achieved

Please provide recent work examples wherever possible.  However, do remember that relevant examples from other aspects of your life, for example: voluntary or unpaid work, school or college work, family or home responsibilities, can also be given.

Shortlisting outcomes

Shortlisted applicants will be invited for an interview.  Some positions may require additional assessments (practical task/test or assessment centre).  If this is the case, further details will be provided if you are shortlisted.

Please be aware that we often receive a large response to our job vacancies. Unfortunately, we cannot reply to those who are not shortlisted for interview. If you have not heard from us within two weeks of the closing date, you should assume that your application has been unsuccessful.

References

All job offers are subject to the receipt of two satisfactory references:  One should be from your current or most recent employer or line manager (if you are employed through an agency), or your course tutor if you have just left full time education.  The other should be someone who knows you in a work related, voluntary or academic capacity. Both referees should be able to comment on your suitability for the role. References will only be taken up for successful candidates following interview.

Criminal convictions

Anyone who applies to work within Pennine West Citizens Advice will be asked to disclose details of unspent convictions during the recruitment process.   

Having a criminal record will not necessarily bar you from working for our service – much will depend on the type of job you have applied for and the background and circumstances of your offence.   However, we are not able to employ anyone with a conviction for a sexual offence against a child or vulnerable adult, regardless of when the offence took place. All other convictions will be considered on an individual basis.

Disclosure and Barring Service (DBS) disclosures are only requested where proportionate and relevant to the post concerned.  As the post will not specifically be working with vulnerable clients a DBS disclosure is not applicable to this post.

We look forward to receiving your application

We wish you every success in your application, and thank you for taking the time to consider joining us.

SUMMARY TERMS AND CONDITIONS

Date: September 2018

Job title: Trainee Adviser

Salary Band: £15,571 - £16,622 (depending on skills and experience)

Hours of Work:

35 hours per week, 26 days holiday plus bank holidays

Location: Various Outreach venues / Oldham CA

Reporting to:

Training and Development Lead

JOB DESCRIPTION

Context of role: You will receive full training to offer assessments and general advice on a peripatetic basis, from various outreach venues and the main local office in Oldham, and on occasion the Rochdale local office. This will be as required to meet the needs of residents in the local communities.

Role purpose: To provide a flexible and adaptable assessment and advice service to the local community, within the aims, policies and principles of the Citizens Advice

Service.Key areas of work:

Below is a list of the key areas of work the post-holder will beexpected to perform, and examples of what tasks are involved in those areas. The list of tasks is not exhaustive.

Key accountabilities

Key elements / tasks

1. Assessing Following relevant training, assess clients’ problem(s) using sensitive listening and questioning skills.

Explore the client’s issue and identify key information such as time limits, key dates and any emergencies that require urgent advice or action. (Using the CA public website, scripts and any other diagnostic tools, as necessary).

Identify and summarise the essence of the issue.

Establish what the client wants.

With supervisor support, assess and agree the appropriate level of service, taking into account the client’s capacity to progress the issue, the complexity of the problem and the local office resources.

Refer clients appropriately (internally and externally) to suit their needs and following agreed processes. This includes making arrangements and informing clients of what to expect.

Signpost clients appropriately to suit their needs, following agreed processes.

Keep accurate records of relevant information gathered, details of appropriate next steps including any information given during assessments, onto the CASE recording system.

2. Identifying Discrimination

Using appropriate resources, identify if discrimination is an actual/potential issue.

Be aware of the local office procedures for dealing with actual and potential discrimination issues.

3. Advice Giving Following training, explore clients’ issues using sensitive listening and questioning skills, in order for them to explain their problem(s) and empower them to set their own priorities.

Use the Citizens Advice Advisernet and public websites to research and explore client’s options and the potential implications of these options. Interpret and communicate the information to the client in a way that they understand, so that they are able make informed decisions

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

Negotiate with third parties such as statutory and non-statutory bodies as appropriate.

Refer internally or to other specialist agencies as appropriate.

Ensure that all work conforms to the local office manual and the Citizens Advice quality standard / Legal Services Commission's Quality Mark / other funding requirements, as appropriate.

Ensure that work reflects and supports the Citizens Advice service equality and diversity strategy.

Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

4. Research and Campaigns

Identify research and campaigns issues.

Assist with research and campaigns work by providing information about clients' circumstances through the appropriate channel.  

Alert other staff to local and national issues.

Contribute to local research and campaigns work as appropriate.

5. Professional development

Keep up to date with legislation, policies and procedures and undertake appropriate training.

Read relevant publications.

Prepare for and attend supervision sessions / team meetings / external meetings as agreed with the Line Manager.

Assist with initiatives for the improvement of services.

5. Administration

Use IT for statistical recording of information relating to research and campaigns, funding requirements, record keeping and document production. Ensure GDPR training is completed on an annual basis.

Ensure that all work conforms to the local office systems and procedures.

Provide statistical information on the number of clients and nature of cases.

7. Public relations

Liaise with statutory and non-statutory organisations and represent the Service at outreach venues.

8. Other duties and responsibilities

Complete the required training to comply with quality assurance processes.

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

Demonstrate commitment to the aims and policies of the CA service.

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

PERSON SPECIFICATION

Essential:1. Effective interpersonal, communication and customer service skills and

a willingness to develop skills required to interview clients and explore circumstances to get to the root of the issue.

2. Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.

3. Ability to understand statistics and check accuracy of calculations.4. Effective written and oral communication skills.5. Ability to give and receive feedback objectively and sensitively and a

willingness to challenge constructively.6. Understanding of the main issues involved in interviewing clients and

potential challenges. 7. An understanding of social trends and their implications for clients and

service provision.8. Ability to manage time effectively for the purpose of time limited

assessments. 9. Ability to use IT systems and packages, and electronic resources in the

provision of advice, record keeping and document production.10. Ability to monitor and maintain own standards. 11. Flexibility and willingness to work as part of a team.12. Friendliness, approachability and sensitivity to the needs of others.13. A commitment to continuous professional development, including a

willingness to develop knowledge and skills in advice topics.14. Understanding of and a commitment to the aims and principles of the

CA service and its equal opportunities policies.

Desirable:

1. Recent experience of assessment and advice work.

All essential person specification criteria will be tested at the interview.  In addition criteria 1, 3, 4, 5 and 9 will be tested in a task at interview.

Free, confidential advice.Whoever you are.We help people overcome their problems and campaign on big issues when their voices need to be heard.

We value diversity, champion equality, andchallenge discrimination and harassment.

We’re here for everyone.

penninewestcitizensadvice.org.ukPublished July 2018Citizens Advice Pennine West is an operating name of Pennine West Citizens Advice Bureau Limited. Registered charity number 1171817. Registered office: 1-2 Ascroft Court, Peter Street, Oldham, OL1 1HP.Citizens Advice Oldham is an operating name of Oldham Metropolitan Citizens Advice Bureaux Limited. Registered charity number 519868. Registered office: 1-2 Ascroft Court, Peter Street, Oldham, OL1 1HP.Citizens Advice Rochdale is an operating name of Rochdale & District Citizens Advice Bureau. Registered charity number 701212. Registered office: 104-106 Drake Street, Rochdale, OL16 1PQ.Citizens Advice Trafford Registered charity number 1102003. Registered office: 1 Waterside Plaza, Sale, M33 7BS.