Money Advice Liaison Worker (Part-time, Fixed-term) - Citizens Advice Edinburgh

Citizens Advice Edinburgh is a trusted provider of money and debt advice. Our Generalist Advisers provide clients with a holistic assessment of their financial situation and assist with single debt issues. Clients with multiple and complex debt are referred directly to our dedicated Money Advice team, comprised of 5 part-time Money Advisers, 4 part-time Administrators, 2 current Money Advice Liaison Officers and a Money Advice Manager. The team is comprised of both paid staff and volunteers.

In 2021 we were able to increase the capacity and efficiency of CAE’s Money Advice service with the support of funding from the Financial Services Levy for debt advice, allocated by the Scottish Government. The programme is managed by the Scottish Legal Aid Board (SLAB) and is testing ideas that allow existing debt advice staff to achieve a more effective resolution of debt problems within free advice services.

The Debt Advice Journey Programme objectives are to manage demand for debt advice and improve ways of working at key stages of its delivery. CAE is looking to recruit a 0.5 FTE Money Advice Liaison to join our existing team of 2 FTE Liaison officers. The team works predominantly within our Leith Bureau, however staff are required to work flexibly across other bureaux locations, and to work remotely from home if circumstances dictate.

Addressing issues with money and debt can be daunting - clients may struggle to gather information about their situation and to see the process through. Our aim is to help clients to fully prepare for their contact with a Money Adviser, improving their experience of receiving advice and reducing the likelihood that they will disengage before their difficulties are resolved. To achieve this, the Money Advice Liaison will contact clients to discuss the information gathering process and to offer support. They will provide a consistent point of contact, building relationships with clients; communicate expediently using the client’s preferred channel; identify and gather any documentation that is required; and manage client appointments. The Liaisons will work closely with Money Advisers to chase creditor responses and compile evidence for formal solutions, and will develop relationships with partner agencies. This approach will streamline the Money Advice process, enabling advisers to focus on their core role, and improving efficiency for all parties.

The Liaison role may provide a pathway into becoming a Money Adviser, for those who wish to develop their skills and experience in this area.