Are you passionate about making a difference in people’s lives? Do you have a knack for problem-solving and a desire to support those in need? Citizens Advice Essex, is seeking dynamic individuals to join our Aviva Telephone Referral Service as Caseworkers.

About the Aviva Telephone Referral Service

Funded through a unique collaboration between Aviva and Citizens Advice, this vital service, delivered through a number of the local Citizens Advice offices in Essex which form part of the Citizens Advice Essex consortium, provides tailored advice to clients referred via Aviva using an online referral tool. Our mission is to support people facing challenges related to welfare benefits, debt, housing, and income maximisation. With a target to assist 16,000 clients annually, this new service will play a critical role in improving the lives of those in need across the UK and reflects a real commitment by Aviva to the wellbeing of their customers.

This innovative project combines the expertise of Citizens Advice nationally and locally with cutting-edge tools, including the Citizens Advice Referral Tool, to streamline support and provide timely advice. Additionally, it will integrate dedicated caseworkers to support clients with complex needs, ensuring holistic care and effective outcomes.

Key Responsibilities:

Casework:

·        Provide advice and casework services to clients on welfare benefits, housing, debt, and income maximisation.

·        Coordinate actions by negotiating with third parties, drafting letters, and ensuring clients' needs are met.

·        Maximise client income by ensuring their entitlements to benefits and other support are fully explored.

·        Represent clients in dealings with statutory bodies, including tribunals and appeals.

Client Interaction:

·        Communicate complex information clearly and build rapport with clients.

·        Refer clients to other services as necessary to address broader needs.

Collaboration & Reporting:

·        Ensure casework meets project standards and undergoes regular quality checks.

·        Contribute to progress reports and evaluations for monitoring purposes.

Research & Campaigns:

·        Identify systemic issues faced by clients and contribute to research and campaigns.

·        Share insights with project management and participate in local and national campaigns.

Professional Development:

·        Stay updated on relevant laws and policies.

·        Engage in training and development to maintain high casework standards.

Other Duties:

·        Uphold Citizens Advice principles and comply with health and safety guidelines.

·        Enhance service delivery through collaboration with external partners.

Person Specification:

Essential:

·        Experience in delivering welfare benefits, housing, and debt advice or casework.

·        Strong communication skills, particularly in providing advice via telephone and digital channels, with the ability to explain complex issues clearly.

·        Ability to manage a caseload, prioritise tasks, and meet deadlines while maintaining high-quality service.

·        Competence in using IT systems, particularly Casebook, for case management and reporting.

·        Ability to work collaboratively with external agencies to achieve the best outcomes for clients.

·        Commitment to the aims and principles of Citizens Advice, with a clear understanding of the impact of social trends on vulnerable clients.

Desirable:

·        Ability to adapt to flexible working arrangements and collaborate with a broad range of stakeholders.