Debt Caseworker/ Trainee

**DebtCaseworker(TraineeDebt Caseworker also considered)**

Job pack

In this pack you’ll find:

- Our values
- 3 things you should know about us
- Overview of Citizens Advice and Citizens Advice Doncaster Borough
- The role profile and personal specification
- Terms and conditions
- What we give our staff

**Want to chat about this role?**

**Our values**

**We’re inventive. **We’re not afraid of trying new things and learn by getting things wrong. We question every idea to make it better and we change when things aren’t working.

**We’re generous. **We work together, sharing knowledge and experience to solve problems. We tell it like it is and respect everyone**.**

**We’re responsible. **We do what we say we’ll do and keep our promises. We remember that we work for a charity and use our resources effectively.

**3 things you should know about us**

**1. We’re local and we’re national**. We have 6 national offices and offer direct support to people in around 300 independent local Citizens Advice services across England and Wales.

**2. We’re here for everyone. **Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away.

**3. We’re listened to - and we make a difference. **Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.

**How Citizens Advice Doncaster Borough works**

We are an independent charity governed by our trustee board, and operating from 3 main offices, plus outreaches, across the borough of Doncaster. Our Chief Executive is James Woods

We are committed to Citizens Advice aims, principles and policies and equality and diversity standards are embedded throughout our organisation. It is essential that all our clients have an equal opportunity to access our services and all our staff work hard to put this into practice.

**Overview of Citizens Advice**

The Citizens Advice service is made up of Citizens Advice - the national charity - and a network of around 300 local Citizens Advice members.

This role sits our network of independent charities, delivering services from
- over 600 local Citizens Advice outlets
- over 1,800 community centres, GPs’ surgeries and prisons

They do this with:  
- 6,500 local staff
- over 23,000 trained volunteers

Our reach means 99% of people in England and Wales can access a local Citizens Advice within a 30 minute drive of where they live.

**The role**

We are looking for a Debt Caseworker or trainee debt adviser to provide debt advice services to clients across Doncaster. If you have advice experience, are passionate about supporting individuals and families in need and interested in joining a dedicated, professional team we would love to hear from you.

You will work to achieve the best outcomes for clients, and demonstrate commitment to the aims and principles of the Citizens Advice Service.

You will thrive under pressure and enjoy working on your own initiative as well as being an integral part of our team and will go the extra mile to get the job done.

You will be confident and pro active when dealing with clients, partners and colleagues and will demonstrate commitment to the aims and principles of the Citizens Advice Service.

A flexible approach and the ability to work in various locations as needed is required and includes but is not limited to Doncaster, Mexborough and Stainforth

**Responsible to Operations Manager**

**Role purpose**

To undertake all work related to the debt project and first-stage assistance to debt clients. Duties include but are not restricted to
- Provide or Progress to providing casework covering full range debt.
- Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
- Negotiate with third parties as appropriate.
- Ensure income maximisation through the take up of appropriate benefits.
- Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
- Ensure that all debt advice and casework conforms to the bureau's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.
- Maintain quality assured case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
- Ensure that all work conforms to the CADB and Funder systems and procedures.
- Using electronic debt assessment systems to triage and direct clients appropriately
- Assess client’s situation and provide information and advice on options and next steps, using effective communication skills to obtain financial information
- Updating clients on case progression and chasing any outstanding documentation/ action
- Using Citizens Advice client recording systems appropriately and as required to produce and maintain client records, case files and financial in