Triage Officer

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• 35 hours per week. Fixed term to 30th April 2026, continuation subject to funding.

About the job:

The postholder will deliver a joint project of Dalkeith CAB and Midlothian Foodbank, funded by Trussell Trust. Itsaim is to help people facing financial hardship to reduce their risk of destitution and reliance on foodbanks,and other crisis assistance.

Ability to engage effectively with people who are vulnerable or distressed, experience of advice-giving, managing acomplex caseload and up to date knowledge of the Scottish and UK benefits system are essential. Awareness ofservices to support people facing financial hardship and experience of producing evaluation and service reportsis an advantage.

About the employer:

Dalkeith & District Citizens Advice Bureau (CAB). Company Limited by Guarantee in Scotland No.SC ScottishRegistered Charity No. SC Authorised and regulated by the Financial Conduct Authority RefFRN:6174461

If returning by post, please mark envelope 'Private & Confidential - Job Application' and send to:

If you have any queries regarding the post or the application process, please do not hesitate to contact Julie Podetfor further information using the above email address.

Triage Officer
Postcode: EH22 1HA

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Universal Credit is a fundamental part of our social security system and improving the support available to peoplemaking a claim is vital. Our Help to Claim service guides people through the claims process - this will includeidentifying suitability, helping clients to start their claim and providing support with their first payment.The service is helping clients through the managed migration process from the legacy system to UniversalCredit.

We are looking for two new team members with knowledge and experience of welfare benefits to join our existing Helpto Claim team.

As a help to claim adviser you will provide end to end telephone and web chat for Universal Credit claimants. Thiswill include carrying out benefit checks to ensure that Universal Credit is the best option for the client andsupporting them through the application process.

You'll be joining a remote team which provides a supportive and collaborative work environment which empowers staffto deliver the best possible service for our clients.

To provide immediate holistic person centered advice, information and representation to vulnerableindividuals/families with young children (pre-birth to 3) & support to colleagues working with vulnerablefamilies and where necessary, refer and support clients to access appropriate advice agencies

The advice and representation offered will focus on the consequences of the Welfare reform Act and the economicdownturn – seeking to resolve the practical barriers and stressors that inhibit attachment, primarily (but notexclusively) Money, Benefits, Debt, and Housing

This new innovative service has three specific outcomes/ objectives:

• To build the resilience of families
• To support and empower parents to deal with problems before theyescalate into a crisis
• To empower parents to address underlying problems that can cause (or may alreadybe causing) mental health issues.

To represent clients at Social Security Appeal Tribunals and Disability Appeal tribunals focusing on those which area consequence of Welfare reform and the economic downturn.

Delivering a series of training sessions/information sessions to front line family workers & parents primarily,(but not exclusively) on Money, Benefits, Debt, Financial capacity, Employment rights and Housing

Project Delivery

The Rural Parents Advice Project worker covers Stirling District and access to advice on the frontline is essentialand the worker would construct their availability and geographic location to maximise opportunity for vulnerablefamilies to engage with the minimum of obstacles.

Appointment to this post is conditional on two satisfactory references and a current PVG certificate.

OrganisationalResponsibility: Directlyline managed by the Stirling District Citizens Advice Bureau CEO

The Cost of Living crisis is unprecedented in social history and continues to have a devastating impact on the livesof many Stirling citizens. The need for advice, information and crisis intervention support around money, debt,shortages of fuel and food is huge and continues to grow.

The Cost of Living Support Worker is responsible for supporting volunteer advisers deal with the increase in casework/ demand due to Cost of Living drivers.

The post holder will increase volunteer advisors capacity to deal with cost of living driven enquiries & supportthe main Bureau volunteer led generalist service to deal with the increased volume of enquiries.

The post holder will act as support and mentor to both office-based and remotely enabled advice volunteers ensuringthey have the necessary support to deal with enquires effectively and efficiently.

General Responsibilities

• To act as the main point of contact and mentor for all advice volunteers seeking casework/advice support on Cost ofLiving driven enquiries

• To support bureau based & remotely enabled volunteers to assist in the delivery of the core advice service

• To provide advice support for remote & bureau based volunteer workers particularly in relation tocomplex/crisis Cost of Living crises driven client enquiries.

• Provide advice for maximising income & support volunteer advisers in the provision of advice & assistpeople maximise their income by accessing such support as is available to them (e.g. benefits and grants).

• Provide advice & support volunteer advisers in the provision of advice for managing debt. Helping peopleidentify their options and strategies, enabling them to get control of their borrowings or removing the burdenof debt entirely.

• To undertake supervisory roles within the office – e.g. 2nd tier technical support on complex Cost of Living drivenenquiries

• To communicate frequently with volunteer advisers to ensure they are satisfied, well-placed and any concerns areaddressed.

• To help ensure the purpose of the Stirling CAB, its actions, policies, procedures and the role of the volunteer isclearly communicated, understood and implemented.

• To help represent and present the views of volunteers and volunteering related matters to senior management.

• Help ensure that the required monthly CAB statistics are provided to the Deputy Manager

• To carry out any other reasonable task requested by CAB management or required by the Board of trustees.

Accountability

• Provide written reports to monthly supervision sessions with Deputy Manager

• Attend annual appraisal

• Attend Annual General Meeting and quarterly reviews of role with CEO

• Hybrid between office in Easterhouse, home working and travel to deliver training as required. (Hybrid)

Financially Included is a project dedicated to tackling economic abuse and the economic impact of all forms ofviolence against women and girls in Scotland.

A partnership between GEMAP Scotland and the Glasgow Violence Against Women Partnership, the work is funded by theScottish Governments Delivering Equally Safe Fund.

We are seeking a highly motivated individual to help us develop and deliver a whole system solution in supportingwomen and girls whose ability to flourish economically has been impacted by gender-based violence.

If you are driven, committed and passionate about helping women and girls to achieve financial independence fromcoercive circumstances then we want to hear from you.

Our team needs to be creative, collaborative and understand the power of partnerships in finding solutions,challenging norms, and developing systems to support a sustainable framework for tackling economic abuse.