Employer Plymouth Citizen’s Advice Bureau

Job TitleApprentice Gateway Assessor

Work BaseCobourg House, Mayflower Street, Plymouth

Hours 37 each week£111 per week

Closing date for completed applications 12th August 2013

Interview DateFriday 30th August

Start Date September 2013

Do you want an apprenticeship that could open your opportunities for a wide ranging career in many different areas? Do you want to gain excellent skills that many employers want? We might have just what you are looking for…..

A Gateway Assessor is the first person most clients speak to when they telephone the Citizen’s Advice Bureau. They will be ringing for information on a wide range of subjects although most calls are about benefits, debts or employment issues. You will be comprehensively trained in how to use our telephone call centre. You will be expected to work as part of a team on a rota between 8am and 8pm Monday to Friday and Saturday 9am-5pm. You will not be expected to work more than 8 hours per day or split shifts.

You will learn how to askspecific questions of clients and look up relevant information websites to help. You will also be trained in how to assess if the client needs an appointment with one of our advisers or caseworkers. You will learn about treating clients with dignity and respect. You receive good quality supervision and mentoring from a team of supervisors and a dedicated Volunteer and Apprentices Manager. We have 8 apprentices working with us at any one time. It’s a vibrant, supportive and friendly atmosphere. Our training programmes have an excellent reputation with employers and you will also gain an NVQ in either Business Administration Level 2 or Customer Service Level 2 you choose. Our learning provider is Achievement Training.

If you think you might be interested in a career in any call centre, social or health care, public sector employment or a general office environment, Plymouth CAB can offer you the opportunity to gain a fantastic range of skills suitable for a wide range of employers.

Apply on line, word processing and e- mailing your completed application form to demonstrate your IT Skills. Completed applications describing and evidencing your skills, knowledge and experience as required by the person specification should be returned to by 12th August at 9am

Apprentice Gateway Assessor

Key work areas and tasks:

Gateway assessing

  • Assess clients’ problem(s) using sensitive listening and questioning skills.
  • Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using Adviceguide, scripts and any other diagnostic tools, as necessary).
  • Identify and summarise the essence of the problem.
  • Establish what 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 the bureau’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.
  • Record information given during gateway assessment interviews onto Charity log gateway screens.

Social policy

  • Identify social policy issues
  • Assist with social policy work by providing information about clients’ circumstances through the appropriate channel.

Professional development

  • Keep up to date with legislation, policies and procedures and undertake appropriate training for gateway assessment.
  • Read relevant publications.
  • Prepare for and attend supervision sessions / team meetings / staff meetings / external meetings as appropriate.

Administration

  • Use IT for record keeping.
  • Ensure all work conforms to the bureau’s systems and procedures.

Other duties and responsibilities

  • Undertake such other duties and tasks as may lie within the scope of this post.
  • Demonstrate commitment to the aims and policies of the CAB service.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

  • Ability to undertake NVQ 2 qualification in Customer Service or Business Administration
  • Ability to undertake Gateway Assessor training and willingness to be assessed as competent for the rota.
  • Willingness to learn about and develop skills in the main enquiry issues involved in assessing clients’ problems
  • Ability to use IT in the provision of gateway assessments, e.g. basic keyboard / data entry skills / navigation of Adviceguide.
  • Ability to find out what the aims and principles of the CAB service are. Willingness to commit to upholding them and commit to upholding Plymouth CAB’s equality and diversity policy
  • Willingness to learn about the issues affecting society and their implications for clients and service provision.
  • Friendliness and approachability.
  • Sensitivity to the needs of others.
  • Flexibility and willingness to work as part of a team.
  • Ability to learn good communication skills both written and oral.
  • Willingness to learn what the bureau’s policies and procedures are and willingness to commit to use them.
  • Ability to learn how to manage time effectively for the purpose of gateway assessment.
  • Willingness to work on a rota between 8am and 8pm Monday to Friday and 9am to 5pm on Saturday.


APPLICATION FOR EMPLOYMENT

HR Department

Plymouth Citizens Advice Bureau

2nd Floor, Cobourg House,

Mayflower Street,

Plymouth, PL1 1QX

Notes for applicants on completing the application form

  • The form should be completedin type. This will make it easier for photocopying purposes.
  • Please do not send in your CV. It will not be considered if you do.
  • One of your referees should be your present or most recent employer. If you have not been employed or have been out of employment for a long time, please give the name of someone who knows you sufficiently well to confirm the information you have given and to comment on your ability to do the job. This should not be a relative or purely personal friend. A school or college teacher or work placement provider would be a good choice for an apprentice.
  • The enclosed person specification lists the minimum requirements for this post. When short listing for interview the selection panel will only consider the information contained in your application form and will assess this against the person specification.
  • The selection panel cannot make assumptions about the nature of the work you have done or your experience from a list of job titles. It is therefore important that you use the space provided to demonstrate how you meet the requirements. Paid and voluntary work are not the only experiences worth quoting. Other life experiences and skills may be just as valid.
  • If you are short listed for interview, the selection panel will ask you questions based on the person specification which will cover the areas in more detail.
  • The following applies only to advisers, and not to other posts. Sections 25 and 26 (1) (d) or (g) of the Immigration Act 1971 are concerned with the following offences: assisting illegal entry, falsifying documentation or obstructing the authorities investigating immigration offences. If you have committed one of the offences above you may still be able to be an adviser; however, we would have to contact the Office of the Immigration Services Commissioner in order to discuss the issues.


APPLICATION FOR EMPLOYMENT

HR Department

Plymouth Citizens Advice Bureau

2nd Floor, Cobourg House,

Mayflower Street,

Plymouth, PL1 1QXCONFIDENTIAL

Please complete this form in type to enable clear photocopying and return it to the above address or .

We wish to ensure that comparison between applicants is fair and in line with the Association’s Equal Opportunities Policies. The information you provide on this form is the only information we will use in deciding whether you will be short listed for an interview. It is therefore essential that you complete the form fully and that you clearly demonstrate how you meet each point on the person specification. Describe and evidence this, giving examples where you can. Please note that CVs are not accepted.

Position applied for:

Surname: / First Name:
Address: / Telephone numbers:
Home:
Email Address: / Work:
Postcode: / Mobile:

May we contact you at work?

When would you be available to take up the post?

Please refer to the accompanying letter for the interview date.

Do you have any problem with this date?

EDUCATION AND TRAINING

Please list any education and/or training (including short courses) that you have undertaken:

Dates
(ie Sep 03-Jul05) / Education/ Course/ Training
(including details of school/college etc) / Qualification
(including grade ie ‘A’ Level grade A)

Please continue on a separate sheet if necessary.

REFERENCES

Please give below the name and address of two referees who can comment on your suitability for the post. These should not include relatives or purely personal friends. If you have been employed we would normally seek a reference from your present or most recent employer.

First Referee: / Second Referee:
Name: / Name:
Employer/Position held: / Employer/Position held:
Address: / Address:
Postcode: / Postcode:
Telephone number:
Email Address: / Telephone Number:
Email Address:

Can we contact this referee prior toCan we contact this referee prior to

interview? Yes/No interview? Yes/No

PAID AND/OR UNPAID WORK EXPERIENCE

Please include your current/previous employment (including job training schemes), voluntary work, community activities, school placements, time caring for dependants etc. Please put in date order, starting with the most recent.

Dates / Name of Employer / Organisation / Nature of work / Position held

Please continue on a separate sheet if necessary.

SUPPORTING INFORMATION

In this section we would like you to give specific information in support of your application, taking each point of the person specification, demonstrate how you have all the necessary skills and abilities. Please note that there may be more or fewer points on the person specification than are listed on this form.

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.

Please continue on separate sheets if necessary.

Have you ever committed an offence under sections 25 and 26 (1) (d) or (g) of the Immigration Act 1971?

(For further information please refer to the ‘Notes for applicants’ sent with this form.)

Data Protection Act 1998

As part of the recruitment procedure we may collect and store sensitive personal data about you. We are required by law to obtain your consent to such data being recorded. It is our policy to store data relating to recruitment procedures for a minimum 12 monthsafter the date on which it is submitted, for internal auditing purposes. Any information of this nature will be treated confidentially.

Sensitive personal data is defined as information relating to any of the following: racial or ethnic origin, political opinions, religious beliefs, trade union membership, health, sexuality or sex life, offences and/or convictions.

For the purposes of the Act the Data Controller is Ann Kinahan, PlymouthCitizens Advice Bureau.

I declare the information given on this form is correct to the best of my
knowledge and acknowledge that by signing this form I give my consent to
sensitive personal information being recorded and stored.

Signature ______

(Please either sign above or tick this box to acknowledge and confirm acceptance)

Date:

Equal opportunities monitoring form

Confidential

Please return this with your application form. It will be separated from your application before short-listing. The selection panel will not see this form, which will be used for monitoring purposes only.

Post applied for

Surname/family name

First name(s)

Gender

Age Date of Birth

Ethnic Group Please indicate your ethnic group.

White / Mixed / Asian or Asian British / Black or Black British / Chinese or Other Ethnic Group
British
Irish
Other White / White and Black Caribbean
White and Black African
White and
Asian
Other Mixed / Indian
Pakistani
Bangladeshi
Other Asian / Black
Caribbean
Black African
Other Black / Chinese
Other Ethnic Group

Disability

Do you have a disability? / No (please indicate)

Where did you hear about this vacancy?

Thank you for completing this form

Plymouth Citizens Advice Bureau

EQUAL OPPORTUNITIES POLICY

The CAB service is committed to equal opportunities for all. Everyone involved in the service must commit themselves to the CAB's Equal Opportunities Policies. This includes the commitment to taking positive action to achieve the effective implementation of the policies.

The equal opportunities policies aim to ensure that excluded groups and those facing discrimination feel welcome within the CAB service and feel able to use and contribute to its services.

The implementation of its equal opportunity policies is the responsibility of all those within the CAB service, including Citizens Advice, volunteer and paid bureau staff and Bureau trustee boards. It is recognised however, that those working at a management level have a specific duty to set the standard and to lead by example. The service is working to integrate the policies into all contracts and conditions of service and into all aspects of its advice service.

The service recognises that it is part of a society that discriminates unfairly and unjustly against some individuals and groups. Discrimination results in disadvantages and lack of opportunities. Discrimination can be either institutional (where discriminatory policies and practices have become incorporated and integrated into the organisation or institution), or individual, or both.

The CAB service is resolutely opposed to discrimination and its effects. It works to challenge and eradicate discriminatory policies and practices from its service. It aims for the service to act equitably and justly.

The service recognises that harassment is a major form of discrimination. It is opposed to all forms of harassment and views any form of harassment as a serious disciplinary offence. The service has, after extensive consultation with bureaux, developed and approved a model Dignity at Work policy aimed at tackling harassment within the CAB service.

The CAB service accepts that equal treatment of persons from discriminated against groups is insufficient to achieving equal opportunities and that positive action is also required. The service is therefore committed to positive action as a means of removing barriers to services and employment opportunities for those from discriminated against groups.

Discriminated against Groups

As part of its commitment to equal opportunities, the CAB service recognises that persons within the following groups experience discrimination: -

  • Disabled people
  • People living with HIV/AIDS
  • Black and minority ethnic people
  • Lesbian, gay and bisexual people
  • Women

People also experience discrimination on the basis of their belief & religion, gender and age.

The service has developed policies and practices designed to remove barriers to services and employment faced by people from these groups. The sensitive and sensible adoption and application of these policies and practices will benefit all CAB staff and clients.

The CAB service is mindful, when implementing its equal opportunity policies, that people who experience discrimination do not all share the same needs and interests. Amongst disabled people there are black people, lesbians and gay men for example. There are differences within groups who experience discrimination, and overlaps between them. The service recognises that, for example, positive action for black disabled people may be different from positive action for disabled women.

Appropriate Language

In describing people, groups and activities, the use of language plays a pivotal and ever changing role. It is important to use words that the people and groups themselves identify with. This helps develop respect between people, and it guides how we approach and resolve issues. People sometimes use incorrect or offensive language without meaning to, usually through lack of up-to-date knowledge or understanding. This is not a problem if corrected at an appropriate opportunity.

For specific guidance on appropriate use of terminology, contact:

  • Citizens Advice Self Organised Equal Opportunities Groups
  • or the national equality bodies such as the Commission for Racial Equality, Stonewall, the Equal Opportunities Commission and the Disability Rights Commission, the Employers Forum on Age etc.
  • a glossary of equality and diversity terminology for use in the CAB service will be developed in 2005.