Citizens Advice Doncaster Borough

Citizens Advice Doncaster Borough is expanding its services to provide vital, community-based support to Doncaster residents facing the challenges of the rising cost of living and energy crisis. We are seeking a dedicated individual to deliver holistic and specialist Money & Energy advice. As part of our team, you will empower clients to achieve the best possible outcomes by providing high-quality customer service and support, all while upholding the core aims and principles of the Citizens Advice Service. You will thrive in a dynamic environment, demonstrating both initiative and strong teamwork, and be committed to going the extra mile to make a real difference. This fixed-term contract is initially until 30st June 2026 and is subject to continued funding. The role involves working across various locations within Doncaster. Role purpose To provide Energy & Money advice to clients To provide advice on how to deal with Energy Debts To provide a high-quality advice and support services A Benefit Calculation as part of Income Maximisation Energy Efficiency support & advice Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. Negotiate with third parties as appropriate. Switching energy providers Information and support on the Priority Services Register Check eligibility and provide Information about the Warm Home Discount Any other possible Schemes / Grants available that can support the client with their energy issues Provide Advice on energy complaints and processes Smart Meter information / advice Carbon Monoxide Awareness To provide Financial Capability and Income Maximisation advice to clients. To share responsibility for compliance with the Projects targets and requirements. Ensure quality standards are met. To work effectively with other partners to deliver a seamless service to clients Undertake service delivery at Outreach venues as required. 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. To contribute to the Research and Campaigns work of Citizens Advice Doncaster Borough. Advice To provide Energy & Money advice to clients on energy issues To provide advice on how to deal with Energy Debts, looking at wider debt issues and options, making referrals or taking action as appropriate. Provide General Advice and assisted information to clients on energy issues Empower clients to act on advice and information provided 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. Provide advice and assistance to other staff across the whole range of advice issues. Ensure that all casework conforms to the organisation's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate. Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. Ensure that all work conforms to the organisation's systems and procedures. Research and campaigns Assist with research and campaigns work by providing information about clients' circumstances. Provide statistical information on the number of clients and nature of cases and provide regular reports to management. Monitor service provision to ensure that it reaches the widest possible client group. Alert other staff to local and national issues. Professional development Keep up to date with legislation and undertake appropriate training. Read relevant publications. Attend relevant internal and external meetings as agreed with the Team Leader and/or Line Manager. Assist with Service initiatives for the improvement of services. Administration Review and make recommendations for improvements to Citizens Advice services. Maintain local information systems. Use IT for statistical recording, record keeping and document production. Keep up to date with policies and procedures relevant to organisational work and undertake appropriate training. Attend internal and external meetings as agreed with the Team Leader and/or Manager. Maintain close liaison with relevant external agencies. Other duties and responsibilities 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 the Citizens Advice service. Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues. Person specification Experience of providing Advice. Effective oral communication skills with particular emphasis on negotiating and representing. Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence. Ordered approach to workload and an ability and willingness to follow and develop agreed procedures. Understand the issues involved in interviewing clients. Numerate to the level required in the tasks. Ability to prioritise own work, meet deadlines and manage caseload. Ability to use IT in the provision of advice and the preparation of reports and submissions. Ability to monitor and maintain own standards and work as part of a wider team Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies. Desirable Criteria Experience of providing General. Energy or debt advice would be desirable. Experience of working to targets Experience of working in the voluntary sector would be desirable. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively Demonstrate understanding of social trends and their implications for clients and service provision Have access to a vehicle and be willing to travel

This is an exciting opportunity to join Citizens Advice Doncaster s advocacy service , supporting both Deaf and hearing people in Doncaster to ensure their voices are heard and their rights upheld. The role focuses on statutory and non-statutory advocacy , supporting people to understand information, participate in decision-making, and navigate social care, health, and mental health systems. This role does not involve personal care . You will provide advocacy support to Deaf and hearing people through a range of methods, including face-to-face meetings, online platforms, and email . You will attend meetings with professionals and ensure that Deaf people can fully access and understand complex information using British Sign Language (BSL) , while supporting hearing people using appropriate communication methods. Working hours are flexible, Monday to Friday . Key Responsibilities Provide advocacy support to Deaf and hearing people in Doncaster Support people to participate in meetings with health, social care, housing, and other professionals Help people understand information and contribute to decisions about their care and support Represent individuals under statutory advocacy roles including IMCA, IMHA, Care Act advocacy, and Relevant Person s Representative (RPR) Support people subject to the Mental Capacity Act , Deprivation of Liberty Safeguards (DoLS) , and Mental Health Act Obtain and represent the views and wishes of people who may lack capacity Maintain accurate, confidential records in line with data protection requirements Identify and report safeguarding concerns Work independently and remotely, while remaining an active member of the advocacy team and the wider VCSE community in Doncaster You Will Work With People of All Ages, Including: Deaf people and people with sensory impairments People with learning disabilities Autistic people People with dementia People with mental health needs People with physical disabilities or acquired brain injuries About You You will be able to demonstrate that you: Are proficient in British Sign Language (BSL) (essential) Understand the principles and purpose of advocacy Have experience working in the voluntary, health, or social care sector with people who have additional needs Have a good working knowledge of the Mental Capacity Act , Care Act , Mental Health Act , and related legislation Can produce clear, accurate written reports Have excellent communication and negotiation skills (in BSL, written English, and spoken English where appropriate) Are confident using IT systems Can manage your own online calendar and case management systems Can manage and prioritise a varied and complex workload Maintain accurate records in line with Data Protection requirements Are able to reflect on practice and learn from experience Use supervision and peer support effectively Are self-motivated and able to work on your own initiative Work ethically, honestly, and with integrity Are flexible, positive, and committed to continuous learning Can signpost people to other services when appropriate Can work remotely and as part of a team through online and in-person meetings Additional Requirements You must be able to travel independently within Doncaster A full driving licence and access to a vehicle for work purposes is essential Travel expenses will be paid within the contract working area Due to the independent nature of advocacy, you must not be employed by another health or social care organisation at the time of appointment Equality and Accessibility Citizens Advice Doncaster is committed to equality, diversity, and inclusion . We particularly welcome applications from Deaf candidates and BSL users , and from people with lived experience of the issues our clients face.