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Connecting Officer

4 months ago

Stevenage, United Kingdom Herts Help Full time

Job Overview.

**Responsibilities**:

- Interview clients using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities.
- Respond to telephone enquiries/ community enquiries by allowing callers to clarify their information needs, meeting their needs, and advising on the use of information given.
- Use trusted resources to find, interpret and communicate the relevant information.
- Provide information on all main enquiry areas.
- Facilitate crisis support.
- Make signposts and referrals to any necessary agencies/partners to support residents to get the help they need.
- Ensure information is easily accessible to all residents.
- Coordinate the information, signposting, and referral systems in line with policy and working in partnership with colleagues.
- Ensure that all information given to enquirers is accurate, current and in a style which is accessible and usable to a wide range of people.
- Respond to written enquiries in an accurate and concise manner.
- Respect the confidentiality of clients and their rights to make their own decisions. Manage the computer/telephony systems in line with the requirements/policies.
- Maintain a monitoring service for the organisation by collecting statistical information about callers and enquiries to allow for development and evaluation of the service.
- Develop a fully integrated internal information system to ensure staff and volunteers are fully aware of material available and how to access it.
- Work with other members of staff to identify the information/signposting/referral needs of the residents and how to improve the availability of this material.
- Become familiar with, and utilise, all the resources available from trusted sources.
- Undertake specific short-term projects as identified e.g., government initiatives, local events, or issues.
- Carry out other relevant work as agreed with the line manager.
- Ensure that all work conforms to the organisation’s office manual / Service Delivery Manual and the Advice Quality standard. Maintain accurate, detailed records for the purpose of continuity of service, information retrieval, statistical monitoring, and report preparation.
- Ensure that all work conforms to the organisation’s office manual / Service Delivery Manual and the Advice Quality standard.
- Maintain accurate, detailed records for the purpose of continuity of service, information retrieval, statistical monitoring, and report preparation.
- Use IT for statistical recording, record keeping and document production.
- Ensure all work conforms to the organisation’s systems and procedures.
- Successfully complete mandatory induction training.
- Successfully complete all training relevant to carrying out your role.
- Attend learning events and carry out learning activities in line with continuing professional development requirements.
- Keep up to date with legislation, policies and procedures relating to successful delivery of the service and attend appropriate training.
- Maintain close liaison with relevant external agencies.
- Liaise wit statutory and non-statutory organisations and uphold the values, aims and objectives of the service.
- Liaise with other voluntary, and statutory organisations, to help provide a comprehensive information signposting and referral service for the community.
- Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
- Demonstrate commitment to the aims and policies of Citizens Advice Stevenage.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

**Job Types**: Full-time, Fixed term contract

Pay: £22,000.00-£24,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Health & wellbeing programme
- Sick pay

Schedule:

- Monday to Friday
- Night shift
- Weekend availability

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Hybrid remote in Stevenage

Application deadline: 26/05/2024
Reference ID: HH-CO