Date Agreed by Line Manager: / 03-12-15
Date Agreed by HR: / 03-12-15
Updated by HR: / 03-12-15
Job Title: Client Support Advisor
Reporting to: Programme Manager – Information, Advice & Guidance
Department: Enterprise & Innovation
PURPOSE OF THE JOB
To provide independent and confidential information, advice and guidance, as well as mentoring support to disabled clients to facilitate increased financial security and economic contribution, increased participation in society, increased independence or improved confidence and enhanced resilience.
To deliver support to clients in line with the LCD IAG programme(s) requirements.
KEY RESPONSIBILITIES
· To undertake an initial and ongoing assessment of clients support needs and agree an action plan with clients which enables them to achieve positive long term and short term goals in the area of their identified need(s).
· To manage, develop and support a caseload of clients by providing independent & accessible information, advice and guidance in accordance with an agreed action plan so clients can make informed choices about their life, or, where necessary, assist clients so they can understand and act upon the information provided.
· To provide mentoring support or a listening ear function to enable clients to build up confidence and resilience to set their own goals, act upon information provided, to make informed choices or to better manage their life.
· To signpost and refer clients to a number of support options available and appropriate to the LCD IAG programme.
· To use a variety of tools to deliver the IAG and mentoring services as required by the LCD IAG programme, in telephone, email, Skype or post, face-to-face meetings at our office, in the community or at someone’s home, or at drop in sessions, peer support group or outreach events in the community.
· To establish effective working relations with other support providers and referrers as required by the individual client or the LCD IAG programme ensuring relevant referrals, provision of services or support related opportunities; for example statutory, voluntary and private organisations, or individuals.
· Track and record all client activity, client feedback and outcomes achieved on the Client Management Database to provide evidence of support provided and goals achieved in line with action plans.
· Maintain effective and efficient administrative procedures, appropriate records and reports as required.
· To work within and operate in line with a quality and evaluation framework as set by LCD, E&I department and the IAG programme(s), ensuring that services delivered consistently meet the high standards required.
· To develop and maintain an in-depth knowledge of the areas in which IAG is delivered as required by the respective LCD IAG programme(s) which the role-holder advises on, for example: benefits, finances, debt, independent living, law, grant and statutory funding, housing, transport, holidays, sport and leisure, employment, enterprise, education, disability specific information, care, well-being and health.
· To participate in training and undertake appropriate learning and development, as identified through regular appraisal and reviews with line manager.
· Prepare quarterly case studies to support LCD’s wider work in other departments
· To work within and comply with all LCD policies and procedures including safeguarding, Code of Conduct, and data management & IAG programme specific guidelines.
· To attend meetings as required by your line manager.
· To undertake any other reasonable duties as requested.
PERSON SPECIFICATION
Essential Qualifications
· To be educated to A level standard.
· NVQ IAG qualification at level 3 or equivalent
· Accredited Money and Debt Advice training – generalist level (for those IAG programmes that require it)
Essential Other
· To have demonstrable experience of delivering IAG in service areas and delivery methods as required by the respective LCD IAG programme(s).
· To have experience of working with disabled people.
· To be willing to work outside normal hours or patterns where necessary to help clients achieve goals.
· To have a genuine commitment to the values and ethos of Leonard Cheshire Disability.
Key competencies and skills
· To be able to advise on solutions across a range of specific subject areas, depending on the requirements of the respective client and the remit of the IAG programme, these could include benefits, money management and debt solutions, finances, independent living, law, grant and statutory funding, housing, transport, holidays, sport and leisure, employment, enterprise, education, disability specific information, care, well-being and health issues.
· Knowledge of disability and available statutory support for disabled people.
· Ability to deliver to targets and using systems effectively and efficiently to monitor and report on progress.
· To have excellent written and verbal communications skills.
· To have excellent research, networking and referral skills.
· To have highly developed inter-personal, negotiating, listening, and mentoring skills.
· Ability to work in an accessible way with a wide range of disabled clients, as well as the general public.
· To have well developed general computer skills, with experience of databases and online working.
· To be self-disciplined, able to work alone and use initiative.
· To be able to work on sensitive and challenging issues.
· To be well organised & capable of working under pressure and to tight deadlines.
· To be a team player, being capable of interacting effectively with all levels of personnel both inside and outside the organisation.
KEY PERFORMANCE INDICATORS
· All duties and responsibilities within this job description to be carried out in accordance with current Key Performance Indicators (KPIs) of the respective IAG programme(s).
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final version 03-12-15