Job Description

Telephone Gateway Assessor – Adviceline x 2

Context of the role:

Citizens Advice Merton and Lambeth is committed to delivering high quality advice services through our service delivery model. A key part of how we do this is through Gateway Assessment, allowing people to talk to someone with the skills needed to quickly assess the problems they are faced with, and work with them to determined the best next steps for them to take. We offer this service face to face and over the phone, through Adviceline.

Reporting to:Adviceline Manager

Reporting to the post:None

Salary: £21,000 per annum pro rata (£16800 pa Actual)

Hours: 30 per week (over four days)

Duration: Permanent

Purpose of post

Working within the aims, policies and principles of the Citizens Advices service and the policies and practices of CAML, the post-holder will answer phone calls from clients in Merton and Lambeth,and other London boroughs as part of Adviceline. The post-holder will work with the client to assess the problem they face, and, using their skill and knowledge, work with the client to establish the best next steps for them.

These next steps could include providing appointments with CAML advisers, referring the client to one of our partners, signposting the most relevant places for additional support and helping the client to access accurate, up to date and useful information.

This post will involve answering approximately 3 calls per hour, while the phones are open from 10am to 4pm each day, as well as responding to emails and web-chat conversations, writing up interactions on our client database. The post-holder will also provide supervision cover for the team of volunteers and paid members of staff, in support of the Adviceline manager.

Main duties and responsibilities

1. Answering client calls, emails and webchat from clients, and providing gateway assessments – 75%

2. Writing up cases and keeping records – 15%

3. Providing supervision cover – 10%

Answering client calls and providing gateway assessments

  • Answer approximately 3 calls per hour from clients across Merton and Lambeth, and from other members of West and South West London Adviceline.
  • Assessclient’s problem(s) using appropriate 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).
  • Using information resources, tools and knowledge of local and national advice support services, assess and agree the appropriate next step, taking into consideration the client’s ability to self help, the complexity of the problem, the potential consequences and local resources.
  • Refer clients appropriately (both internally and externally) in accordance with clients’ needs following agreed protocols.
  • Provide excellent customer care and support to anyone who calls, dealing professionally and empathetically with challenging, emotional or distressed customers
  • Use various IT systems effectively to book appointments, send information and make referrals as necessary across the advice network.
  • Identify and respond to emergency situations with the help of supervisors.
  • Work well with colleagues as part of a supportive, collaborative team

Writing up cases and keeping records

  • Ensure that all relevant data-protection and other essential questions are asked as part of the phone call, and are understood by clients
  • Record accurate biographical details and data-protection responses of clients on the CAML database
  • Write clear, concise and accurate notes recording client background, issues and suggested next steps

Providing supervision cover

  • As agreed with the Adviceline Manager, provide cover as the supervisor of the team of paid and volunteer gateway assessors, approximately one session per month.
  • Support gateway assessors to respond to the needs of clients, and maintain the quality of the service in the absence of the Adviceline manager
  • Ask for help and support when needed, and identify and work to resolve emergencies
  • Provide technical support, with the help of colleagues, to make sure the adviceline phones are operational at all times as much as possible.

Research and Campaigns

  • Identify research and campaigns issues using agreed protocols.

Training and Professional Development

  • Keep up to date with legislation, policies and procedures and undertake appropriate training for gateway assessment.
  • Keep informed of new technology and information systems to enhance service delivery, and undertake any training relevant to correct implementation.
  • Keep in touch with local issues, developments and changes in procedure

Administration

  • Ensure the Adviceline administrative systems run smoothly.
  • Ensure that proper records are kept

Other Duties and Responsibilities

  • Attend meetings and comply with internal procedures as defined in the staff handbook/office manual
  • Carry out any other relevant tasks as required to contribute to the effective development of the Service and the delivery of its services.

Person Specification

CAML is committed to recruiting good paid staff. As such we interview based on a clear personal statement which evidences how the competencies below are met. Please address each point below when applying for this post.

Competency / Essential or Desirable / Assessment Method
(AF = Application
I = Interview
A = Assessment tasks)
Demonstrable experience of providing gateway assessment (or equivalent) at an advice agency. / E / AF, I and A
High level customer care skills. Awareness of how to provide exceptional customer care and the skills to realise this. / E / AF, I and A
The ability to manage time effectively for the purposes of gateway assessment, and the ability to work independently and to monitor and maintain own standards / E / AF, I and A
Demonstrable understanding of the issues affecting CAML clients, and the services offered by Citizens Advice / E / AF, I and A
The ability to analyse complex problems presented by customers and to relay this in clearly understandable terms / E / AF, and A
The ability to use multiple sources to find appropriate information quickly and accurately / E / AF, and A
Confident decision-making skills, with the ability to identify emergencies, and ask for help when necessary / E / AF, I and A
Strong team-working skills and a flexible approach to work, including the willingness to provide cover for supervisor / E / AF and I
Experience of providing services to customers via the telephone. / D / I and A
The level of technical skills required to support a telephone system / D / I and A