20th February 2023

Forest of Dean Foodbank Advisor

 Cinderford office

This role is to provide an advice service to foodbank clients who live in the Forest of Dean area.  The service will ordinarily be delivered face to face at the foodbank distribution centres, with some home visit appointments if needed.

The role will be line managed by Citizens Advice but will also have progress reporting requirement to the foodbank.


Advice giving >

  • Interview clients using sensitive listening, empathetic questioning skills, allowing clients to explain their problem(s) and empowering them to set their own priorities
  • Safeguarding and confidentiality processes and protocols
  • Use the Citizens Advice AdviserNet website to find, explain and communicate relevant information
  • Issue food vouchers to clients in accordance with Trussell Trust criteria and processes
  • Act for the client where necessary, calculating, negotiating, drafting or writing letters and telephoning
  • Negotiate with third parties such as statutory and non-statutory bodies as appropriate
  • Ensure that all work conforms to the organisation’s office manual and the Advice Quality standard as appropriate and in accordance with the policies and practices of the Trussell Trust
  • Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy
  • Maintain detailed case records using Casebook for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation

Administration >

  • Attend relevant meetings as agreed with Citizens Advice line manager
  • Attend progress meetings with Foodbank manager to keep communication open and update on issues, as needed
  • Prepare for and attend supervisor session/team meetings/staff meetings as appropriate
  • Use IT for statistical recording of information relating to research, campaigns and funding requirements, record keeping and document production
  • Supply data to Forest of Dean Foodbank to meet project reporting requirements, in accordance with GDPR. This may include (but is not limited to) number of clients managed, geographical data, success rate and outcomes.  Anonymised case studies will also be needed to support reporting
  • Keep accurate timesheets, where required
  • Ensure all work conforms to the organisations systems and procedures

Other >

  • Complete required training to comply with quality assurance processes
  • Keep up to date with changes related to generalist advice work
  • Carry out any task that may be within the scope of the post to ensure the effective delivery and development of the service

Skills and qualities

  • The ability to commit to and work within the aims, principles and policies of Citizens Advice service
  • Certificate in Generalist Advice work, or equivalent qualification or equivalent level of experience and skill
  • Experience of 1-2-1 generalist advice, including debt, welfare rights, housing, and employment advice
  • Sensitive listening and questioning skills
  • Experience of efficiently and effectively managing a mixed case load including closing cases in a timely manner
  • Ability to work on own initiative, prioritise work, meet deadlines and deliver results
  • Ability to deal tactfully and effectively with internal and external stakeholders
  • Flexibility and willingness to work as part of a diverse team
  • Understanding of the issues affecting society and their implications for clients and service provision
  • Ability to learn and use IT application as required

Desirable Experience

  • Recent experience of benefits advice giving in Citizens Advice or similar advice setting
  • Ability to advise in debt and other social welfare issues
  • A thorough understanding of the issues involved in interviewing and working with clients and in particular vulnerable people
  • Proven ability to work well in a busy, pressure environment, work as part of a team but also able to work without direct support and supervision at times
  • Experience of explaining complex information to clients and checking accuracy of calculations
  • Good understanding of social welfare law enquiry areas
  • Ability to represent clients at Tribunal hearings or willingness to undertake training to do so

In accordance with Citizens Advice national policy, we may require the successful candidate to be screened by the DBS.  However, a criminal record will not necessarily be a bar to your being able to take up the job

Terms and Conditions

The FTE salary for the role will be £22,200 to £25,200 (dependent on experience)

Hours: 37

Pension: Contribution of 7% based on 4% employee contribution

Location:  Forest of Dean Foodbank locations, Cinderford office and Gloucester

Applying for this post

 To apply for this post, please complete our application form, which can be found on the Citizens Advice website,

Completed application forms should then be emailed to [email protected]

Please note that due to the urgency of making this appointment we have not stipulated a closing date and applications will be dealt with upon receipt

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