Generalist Adviser – Energy and Money Management

Role purpose:

To work flexibly to deliver a holistic generalist advice service focusing on energy and money management within the Wyre Forest area. Be responsible for meeting the required targets on the Energy Advice Project.

The service will be provided through a multi-channel approach.

Role Profile:

Energy Advice:

• Provide energy advice under EAP (Energy Advice Programme).

• Provide advice on energy efficiency measures and behavioural change.

• Provide simple benefit entitlement checks, and referral for further support if needed.

• Support with communications with their energy suppliers, including negotiating payment plans, accessing hardship funds and grants, correcting bills.

• Advice on dealing with and reducing fuel debt, including accessing financial support to pay off fuel debts through charitable grants and ongoing payment plans.

• Provide financial assistance to be spent towards energy bills, including fuel vouchers.

• Understanding tariffs, bills and fuel options including switching methods.

• Advising about smart metres.

• Refer clients appropriately (both internally and externally) to suit clients' needs following agreed protocols, including making arrangements and informing clients of what to expect.

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

• Record all actual and anticipated outcomes for clients supported through the project.

• Record all project information on Casebook as required by the funder in a timely and accurate manner.

• Complete a case study for the project each month.

Generalist Advice:

• 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 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, emails and by telephone.

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

• Ensure all work conforms to the organisation’s policies and procedures, the Advice Quality standards, other quality marks and other funder requirements as appropriate.

• Ensure all work reflects and supports the Citizens Advice equality and diversity strategy.

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

Policy:

• Assist with research and campaigns work by providing information, case studies and data as appropriate.

• Alert clients to research and campaign issues where appropriate.

• Keep up to date with legislation, policies and procedures and undertake appropriate training where agreed by your line manager.

Administration:

• Support with Data management and reporting to funders and key stakeholders.

• Attend relevant internal and external meetings as agreed with line manager.

• Prepare for and attend supervision sessions, 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.

Other Duties and Responsibilities

• Create a positive working environment in which equity and diversity are well managed, dignity at work is upheld and people can do their best.

• Work cooperatively with colleagues and encourage good teamwork, clear lines of communication and common practices within the team.

• Keep up to date with Citizens Advice aims, policies and procedures and ensure these are followed.

• Ensure all data protection and GDPR requirements are adhered to in all work for which the post is responsible.

• Identify own learning and development needs and take steps to address these.

• Abide with Health and safety guidelines and share responsibility for own health and safety and that of colleagues.

• As directed by the CEO, carry out other duties within the scope of the post to ensure the effective delivery of the service.

Person specification:

• Recent experience of delivering advice services.

• 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.

• Undertake all training as required for the role including all six modules of the energy training module on Skillsbook unless you are trained to NEA Level 3 Energy Awareness.

• Ability to research, analyse and interpret complex information.

• You will have the ability to understand statistics and know how to produce excellent reports and case studies for funders and managers.

• Excellent attention to detail and highly organised with the ability to develop and maintain efficient administration systems.

• Good working knowledge of Google and other IT packages.

• Ability to write clearly and accurately and communicate effectively face to face and on the phone with a wide range of people.

• A good understanding of the need for confidentiality and the ability to deal with sensitive information with discretion.

• Working knowledge of Data Protection and GDPR.

• Ability and flexibility to systematically manage a varied workload, prioritise and meet deadlines under pressure and work independently.

• Positive approach to working flexibly in a team and contributing to wider organisation Goals

• Understanding of the issues affecting society and their implications for the client and service provision.

• A commitment to working within the aims, principles and policies of the Citizens Advice Service.

• A demonstrable commitment to the principles of equity and diversity.

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.