Reach Out and Help Caseworker

Citizens Advice South Warwickshire are an innovative community-based organisation, focused on meeting the needs of the people we serve across the south Warwickshire area. This includes the larger towns of Warwick, Kenilworth, Leamington Spa, and Stratford Upon Avon, as well as the villages surrounding these towns. We have been able to demonstrate our excellence across our advice channels through the yearly inspection process from National Citizens Advice and our Advice Quality Standards across all advice areas (AQS).

We make an amazing difference in the lives of the people of South Warwickshire. What we do is often life-changing and sometimes life-saving. In 2023-24 we delivered our advice and advocacy to over 8,500 clients and advised on over 39,000 issues.

We are looking to recruit a Reach Out and Help Caseworker to provide comprehensive casework, advice and assistance to clients in their homes.

The role will involve: delivering casework advice service to clients via telephone, digital technologies and home visits in areas such as welfare benefits, debt, housing, energy, income maximisation and health services; interviewing & supporting 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; dealing with a complexity of issues and being able to simplify the information to the client, in a way they can understand; identifying emergency advice issues and provide advice on how to move forward with those issues; providing advocacy advice, support and assistance - depending on the circumstances and needs of the client; maintaining detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation; taking ownership for monitoring all elements of own workload e.g. proactive management of referrals, progress on current cases, outcome of completed cases and quality control, with minimal supervision; working with colleagues to maintain a positive working and learning environment, in which equality and diversity are well managed, dignity at work is upheld and volunteers achieve their full potential; working collaboratively and in partnership with other organisations and teams to develop effective working relationships, providing a holistic approach.

Citizens Advice South Warwickshire is committed to equality and diversity and welcomes applications from all sections of the community. We value diversity, promote equality and challenge discrimination.