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East Midlands Sickle Cell and Thalassaemia Network (EMSTN) Advice Worker

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Citizens Advice LeicesterShire





Job Overview

Grade/Salary: Scale 12 £22,571 pro rata Hours: 30 hours per week Location: Branch or Home working with travel to East Midlands Hospitals & Stakeholder venues Contract: 12 months, with the possibility to continue, subject to funding Line Manager: City Service Manager Purpose of role: Delivering high quality advice and information on a variety of issues for patients of the East Midlands Sickle Cell and Thalassaemia Network (EMSTN). The EMSTN Advice Service is a new service supporting EMSTN patients to deal with social welfare issues, including benefits, debt, housing, employment, health and community care, immigration and family issues. The EMSTN Advice Worker will provide generalist advice and information for patients of EMSTN services via a range of remote channels, including telephone, video and email. You will also undertake service promotion and development activity to raise awareness of the service. Key work areas and tasks: Advice & Information Interview clients using sensitive listening and questioning skills in order to allow clients to explain their issue and set their own priorities. Identify key information about the issue(s) including time limits, key dates and any requirement for urgent advice or action (using the Citizens Advice website, scripts and any other diagnostic tools, as necessary). Establish what outcome the client wants. Assess and agree the appropriate level of service, taking into consideration the client's ability to take the next step themselves, the complexity of the problem and Citizens Advice LeicesterShire’s resources. Refer clients appropriately (both internally and externally) to suit clients' needs following agreed protocols, including making arrangements and informing clients of what to expect. Signpost clients appropriately to suit their needs following agreed protocols. Provide clients with telephone, email, video and face to face advice appropriate to their individual needs following agreed protocols. Ensure that all work conforms to the CITAL’s standards and the Legal Services Commission’s Quality Mark Standards at the appropriate level ensuring that any corrective action is taken promptly Maintain case records for the purpose of continuity of advice, information retrieval, statistical monitoring and report presentation. Service development & promotion Develop service engagement strategy. Compile and update advice factsheets on welfare benefits and other common issues. Liaise with CITAL’s Communications Officer to create promotional materials for the EMSTN Advice Service, including leaflets, webpage, social media posts and press materials for service launch. Write articles on social welfare issues and support for appropriate publications. Provide information and case studies for service monitoring and evaluation. Research and Campaigning Contribute to both local and national campaigns where appropriate Raise and submit evidence forms where clients circumstances fit with campaigns Raise with clients (after consultation with line manager) the possibility of their involvement in campaigns. Professional Development Keep up to date with advice changes, policies and procedures relating to the EMSTN service and undertake appropriate training. Attend relevant internal and external meetings as agreed with your Line Manager. Prepare for and attend supervision and appraisal meetings. Training Attend internal and external training as may be necessary to carry out your duties including mandatory GDPR and Diversity. Attend relevant internal and external meetings as agreed and required with your Line Manager including at the following Hospitals as well as other necessary stakeholders where required: University Hospitals of Leicester Nottingham University Hospitals University Hospitals of Derby and Burton Kettering General Hospital Northampton General Hospital Other duties & responsibilities Uphold the aims and principles of the Citizens Advice service and its equal opportunities policies. Keep up to date with policies and procedures relevant to the organisation and undertake appropriate training. Ensure IT information assurance training is completed as required (currently annually). Abide by Health and Safety guidelines and share responsibility for your own safety and that of colleagues. Be able to accommodate reasonable changes in working hours in order to meet the needs of the business. Any other duties as required to ensure the effective provision of the service.

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