Helpline Adviser (Debt Advice Journey Programme), full time, fixed term, Haddington and Musselburgh CAB

Summary of role

The Debt Advice Journey Programme project aims to open up the high quality, free, impartial advice that both CAB’s in East Lothian provide.  Digital assistance will enable an early resolution for many individuals. The project will explore the extent to which complex debt cases can be handled remotely.

The Helpline Advisers are the first point of contact with clients who access the service from anywhere in Scotland through a dedicated telephone helpline. They will handle casework related to debt cases presented on the helpline.

The specialist debt helpline service is being run by 2 local bureau, and the money helpline advisers will work collaboratively across bureau boundaries in East Lothian.

Main responsibilities

By phone, email and video conferencing the Helpline Advisers provide an effective, holistic diagnosis of the client’s problems, dealing with emergencies, helping to resolve the enquiry, identifying whether the client is able to self-help, arranging follow up meetings as necessary and handling associated casework. Accurate recording of cases will be an important responsibility of this role.

General Responsibilities

• Responding to calls from the debt helpline queue timeously as rota-ed, to ensure high quality client experience.
• Undertaking diagnostic interviews with clients by phone and video conferencing.
• Assisting clients immediately with emergencies as required.
• Help clients with resolution of straightforward enquiries.
• Signposting clients who can do more to self-help.
• Making appointments for further meetings either with self or with other project money advisers for follow up debt advice, which may be by phone or video conferencing, following agreed processes.
• Handling follow up appointments and casework for complex debt cases presented over the helpline.
• Working collaboratively with the project coordinators, other project money advisers and admin staff to ensure efficient call handling and service provision.
• Referring or signposting cases to other organisations in Scotland according to agreed procedures, at all times collating high quality, accurate records to pass on to the receiving organisation, to ensure a smooth experience for the client.
• Maintaining accurate case records according to project guidelines to ensure the service quality and performance can be monitored, lessons learned and the project can be accurately reported to funders.
• Undertaking peer reviews of project cases, as agreed with the Money Advice Co-ordinator.
• Maintaining expertise in relevant legislation e.g. debt and bankruptcy, welfare rights
• At all times adhering to Scottish National Standards and Citizens Advice Scotland quality audit standards
• Providing information for project reports as required.
• Participate in discussions to improve the service, develop best practice operations manual and compile lessons learned.
• Attending team and staff meetings as required
• Carrying out other duties as specified by the Coordinators and as required by the needs of the post.