Advice Worker

Trainee Advice Worker

Letchworth, Hitchin & Royston Offices

Usual commitment is 7-8 hours a week once trained.

Purpose of the role

  • To help provide an effective and efficient advice service to members of the public
  • To help influence government and other organisations by informing them of the effect of their actions on the lives of clients.

Role Description & Training Route

Our Advice Workers are trained initially to carry out short interviews with clients on the phone and face to face.  After assessing the client’s issue and capability you may offer assisted information for the client to take away and use for self help, signpost the client to another organisation or book them an appointment with one of our Advisers or Caseworkers.

After completion of this training and a satisfactory skills review, you may choose to remain in this role, or you may decide to continue on and complete the full Adviser training programme to qualify as a Generalist Adviser.  Our Advisers will still carry out short interviews and assisted information, but will also be able to take full advice appointments with clients, offering the clients options to solve their problems and taking action on the client’s behalf if necessary.

All Advice Workers are required to deliver advice and assisted information face to face in our offices, on the phone via Adviceline, and via email. There may be opportunities to deliver this service at outreach sessions, such as at Hitchin and Letchworth Food Banks.

Main duties and responsibilities of an Adviser may include:

  • Interviewing clients, both face-to-face and on the telephone, letting the client explain their enquiry and helping the client to set priorities
  • Finding, interpreting and communicating the relevant information and exploring options and implications in order that the client can come to a decision
  • Acting, where necessary, on behalf of the client, negotiating, drafting or writing letters or making appropriate referrals
  • Completing clear and accurate case records
  • Recognising the root causes of problems and participating in taking appropriate action
  • Keeping up to date on important issues by attending the appropriate training and by essential reading
  • Attending bureau meetings.

Personal skills and qualities that an Adviser needs:

  • A commitment to the aims and principles of the CA service
  • Excellent communication skills
  • Being open and approachable
  • Ability to communicate clearly both orally and in writing
  • Ability to sift through information and extract what is relevant
  • Basic mathematical skills
  • Respect for views, values and cultures that are different to their own
  • An understanding of why confidentiality is important
  • Being open to using computers on a regular basis
  • A positive attitude to self-development and assessment
  • Ability to work as part of a team