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Triage Adviser - Barnwood Trust

Gloucester

North & West Gloucestershire Citizens Advice are looking for an enthusiastic individual to
join our advice team and make a real difference to their community.

This is an opportunity for you to join an established charity that has an excellent reputation
for the provision of high-quality advice and is a great place to work. You’ll be part of a team
committed to working together and with partner agencies to achieve the best outcomes we
can for our clients.

This role is supported by Barnwood Trust, a longstanding Gloucestershire charity who
supports and promotes the right of disabled people and people with mental health
conditions.

This collaboration with Citizens Advice is an exploration of the way we are able to work with
Barnwood Trust Community Partners and others. To provide a wrap-around advice and
guidance service best suited to the client needs and the skills and resources of the
partnership organisations. This role is a fixed term appointment as this is a one year pilot,
although we envisage that funding for the role will continue beyond this date if the pilot is
successful.

We expect our Triage Adviser to use our enhanced relationships with these named
organisations to make appropriate referrals wherever possible and to otherwise support
clients best suited to our own services, to gain the maximum outcomes possible.

If you do not have the experience for this role, we are considering trainees. We have a
training programme which will provide you with the skills, knowledge, and experience to do
the role as well as a career opportunity which could lead to professional progression within
the service.

Please note, this job specification applies to fully trained triage adviser. Trainee will be
working towards gaining those qualification.

The role

Pension: Contribution of 7% based on 4% employee contribution

Location: Gloucester

Type of contract: 1 Year fixed term – extension subject to funding

Employee Assistance Scheme: Health Assured

Application deadline: When suitable candidate(s) found

Role purpose

The adviser will assist the client by exploring all the possible options and consequences to
enable them to make an informed decision based on the facts.

The Triage Adviser will be the point of contact managing the clients who have a disability
and mental health focus and who are seeking a higher level of support from partner
organisations or require support from our own designated Caseworker. This would enable
further exploration of clients’ background, so that we can ensure grants are provided to
those in need and also to seek alternative funding where there is existing provision –
especially within the statutory services.

Role profile

Advice giving
• Interview clients using sensitive listening and questioning skills in order to allow
clients to explain their problem(s) and empower them to set their own priorities.
• Use the Citizens Advice AdviserNet website to find, interpret and communicate the
relevant information.
• Research and explore options and implications so that clients can make informed
decisions.
• Act for the client where necessary by calculating, negotiating, drafting or writing
letters and telephoning.
• Negotiate with third parties such as statutory and non-statutory bodies as
appropriate, with special reference to our Community Partners.

• Ensure that all work conforms to the organisation’s office manual and the Advice
Quality standard / Legal Aid Agency’s Quality Mark / other funding requirements, as
appropriate.
• Ensure that work reflects and supports the Citizens Advice service’s equality and
diversity strategy.
• Maintain detailed case records for the purpose of continuity of casework, and
information retrieval, statistical monitoring and report preparation. To make direct
referrals to the Barnwood Trust Caseworker where required.
• To make appropriate ‘soft’ referrals to Barnwood Trust partnership organisations.
• To help to manage any relevant task list;

Research and Campaigns
• Assist with Citizens Advice research and campaigns work by providing information as
appropriate.
• Alert clients to research and campaign options.
• Data relating to Barnwood Trust clients will be recorded and any feedback relayed to
the Development Lead.
• To keep aware of Professional Development needs.
• Keep up to date with legislation, policies and procedures and undertake appropriate
training.
• Keep up to date with changes and capability within Partnership organisations.

Administration
• Liaise regularly with the Development Lead and Caseworker to ensure that good
quality feedback is produced and that any potential for improvement is explored.
• To attend meetings with Barnwood Trust team on a quarterly basis or whenever
required to do so.
• Prepare for and attend supervisor session/team meetings/staff meetings as
appropriate.
• Use IT for statistical recording of information relating to research and campaigns
and funding requirements, record keeping and document production.
• Ensure all work conforms to the organisation’s systems and procedures.

Other
• Complete required training to comply with quality assurance processes.
• Carry out any task that may be within the scope of the post to ensure the effective
delivery and development of the service.

Person specification

Essential Criteria

1. Ability to commit and work within the aims, principles and policies of the Citizens
Advice service.
2. Proven understanding of equality and diversity and its application to the
provision of advice.
3. Proven ability to interview clients using sensitive listening and questioning skills
to get to the root of issues and empower clients, whilst maintaining structure and
control of meetings.
4. Understanding of the issues affecting society and their implications for the client
and service provision.
5. Proven ability to research, analyse and interpret complex information, produce
and present clear reports verbally and in writing.
6. Ability to understand statistics and check accuracy of calculations.
7. Ability to work well with outside partners to ensure the maintenance of the local
network.
8. The ability to work independently but closely with the other members of the
Barnwood Trust Triage and support team.

Want to chat about this role?

If you want to chat about the role further, you can contact Penny Hulbert by emailing or calling via details to the right of this advert.

Applying for this post

To apply for this post, please complete our application form, which can be found on our
website by clicking on Apply Now. Completed application forms should then be emailed

In accordance with Citizens Advice national policy, we may require the successful candidate
to be screened by the DBS. However, a criminal record will not necessarily be a bar to your
being able to take up the job.

Salary: FTE Salary: £22,400 - £26,400 (dependent on experience)

Hours Per Week: 37

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