Please note that AI generated responses will not be permitted. We also reserve the right to close the post early if sufficient applications are received.

Food Bank Plus Adviser Role: Main Purpose

To provide information and advice to help Wirral Foodbank clients to address the underlying issues that lead them to need a food voucher such as benefits, debt, budgeting, housing issues, and relationship problems. The advice will include negotiation and representation on behalf of clients, some of whom may be vulnerable, may have mental health issues and may have alcohol or drugs misuse problems.

• The Adviser will need to work with clients to resolve their issues providing support that is tailored to their needs. As clients often have chaotic lifestyles this will range from dealing with issues on the spot to following up with the client at a later date - sometimes making repeated attempts to re-establish contact. 

• The Adviser will work closely with the Wirral Foodbank volunteers as well as staff and volunteers from partner organisations in order to achieve the best outcomes for the Food bank clients.

• The Adviser’s role is to explore the client’s issue and then provide information and advice relating to the client’s options. They will support clients with the presenting practical problem and any associated practical problems through thorough exploration of their situation. Issues may include welfare, debt, budgeting, housing and relationship problems

• Deliver advice in a variety of mediums initially face to face, however follow up advice may be by phone or email

• Use of sensitive listening and questioning skills, in order to allow clients to explain their problem/s, discussing their problems, explore options and implications so that the client can make informed decisions

• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning, including representation

• The Adviser will pass clients onto the Foodbank Plus Caseworkers if they require help with complex issues

• Ensure that benefit entitlement is maximised

• To promote debt reduction by maximising income, and carrying out debt assessments for referral for specialist debt casework

• To deliver financial education to individuals on a one to one basis across Wirral 

• To develop people’s skills, knowledge and confidence to enable them to make the financial choices that are right for them and to help them to avoid financial crises. 

• To help clients where they can to make use of resources available on line and give targeted support as required.

• Use the electronic information system and relevant reference books to find and interpret the relevant information.

• Ensure that all advice conforms to the organisation standards.

• Attend relevant internal and external meetings as needed. 

• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

• Ensure all work conforms to Citizens Advice Wirral’s and Wirral Food bank’s systems and procedures.

• Adhere to the aims and policies of Citizens Advice.

• Abide by health and safety guidelines and take steps to ensure your own safety and that of colleagues.

• Recognise the importance of safeguarding procedures within the organisation. Ensure that any concerns, disclosures or allegations of abuse are immediately reported, following the correct procedure.

• To attend occasional out of hours events in conjunction with the work of Citizens Advice Wirral and participate in fund-raising activities.

• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service. 

• Some flexibility in working hours, to fit with the operating hours of the various Wirral Foodbank sites. This may include occasional evening work.

Foodbank Plus Adviser role: Person Specification

1. Excellent communication skills, with the ability to question, interview and assess clients. Able to get to the root of the issues whilst maintaining control of the conversation.

2. Demonstrable use of a range of IT systems and packages confidently and competently.

3. Ability to research and interpret complex information and produce and present clear advice verbally and in writing. 

4. Level 2 qualifications (GCSE or equivalent)  in maths and English. The ability to interpret statistics, calculate benefits and complete financial statements as well as write up accurate case notes, letters and reports. 

5. A knowledge of at least one of the main enquiry areas of debt, welfare benefits, housing and employment. A willingness to develop knowledge of these areas within the first 2 months of employment.

6. Excellent organisational skills with the ability to manage own workload and plan time efficiently to ensure deadlines are met.

7. Ability and willingness to work as part of a team and have a flexible working approach including occasional working out of hours.

8. A commitment to both the aims and principles of the Citizens Advice service and also to equality, diversity and inclusion.

9. Experience of working face to face with vulnerable clients, an awareness of issues facing vulnerable clients.

Citizens Advice Wirral is part of the Disability Confident scheme. We're taking positive action by providing interviews to candidates who have a registered disability - provided they meet the minimum skills for the role. We'll ask you whether you are eligible when you apply, so if you'd like to be considered for this scheme, all you need to do is let us know in your application.