Triage Adviser Hamilton Citizens Advice Bureau

The Gathering 2018

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Organisation information

Hamilton Citizens Advice Bureau

Charity registered in Scotland SC007443

Good HQ

Aims & objectives

Hamilton Citizens Advice Bureau aims to: 1) Ensure that individuals do not suffer through lack of knowledge of: their rights and responsibilities or the service available to them or through an inability to express their needs effectively. 2) Exercise a responsible influence on the development of local policies and services both locally and nationally.
Job number
Time of attendance
Mon - Fri 9am - 5pm
No of references
Hours (per week)
Salary (£/hr)

Job description

* To carry out the opening and closing procedures within the bureau office

* To deal with personal, telephone, email, fax enquiries to the general service.

* To ensure interview equipment and standard documents are maintained and replenished for advisers to use.

* To photocopy, scan and file case related mail or documents to the electronic case recording system

* To provide administrative support to general services, volunteer advisers using bespoke software and Microsoft systems

* To support Team Leader with customer service satisfaction and other monitoring activity

* Supporting the day to day implementation and maintenance of policies, procedures and systems in particular health and safety, quality of advice, data protection, customer service, case management and referrals

*Interview people who use our service and let them explain their problems.

* Support the person to clarify any issues exploring the problem and asking questions.

*Consult AdviserNet - a comprehensive information system available in electronic format before relating the options to the person seeking advice.

*Encourage and support the person to decide what to do.

*Speak or write to other agencies on the person's behalf if appropriate.

*Write a detailed record of the enquiry which complies with quality assurance standards.

*Work with CAB confidentiality, health & safety, data protection policies.

*Work within operational policies and procedures to ensure quality of advice service.

*Attend regular support and information meetings.

*Complete initial training and attend ongoing training as required to ensure you are up to date.

Person specification

Excellent communications skills with ability to speak confidently to people from all backgrounds. Good literacy and numeracy and IT skills. Ability to deal confidently with members of the public. Able to complete competence based training programme. Work well within team as well as on your own, using own initiative.

Additional information

Be flexible, work well in difficult situations and have an interest in helping people within our community

PVG/disclosure requirements

Not Required