JOB VACANCY: Citizens Advice NOSN – Outreach Caseworker, Kidlington (p/t)

Role summary: We are looking for an experienced caseworker with a proven track record, to work in a busy outreach service in Kidlington.
The successful candidate will have the ability to work at generalist caseworker level in the main advice areas.

Role purpose:

– To deliver an established and popular Citizens Advice outreach service at Kidlington

– To provide an effective and efficient advice service within the aims, policies and principles of the Citizens Advice service

Job location (usual place of work): Kidlington but travel to Bicester and Brackley offices required

Pay rate: £23,122

Pay is pro rata?: Yes

Job title: Outreach Caseworker

Applications close on date: 28.07.2019

Hours are: Part time

Contract is: Permanent

Job description: Key work areas

Advice giving:

– Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities

– Use the Citizens Advice Advisernet website to find, interpret and communicate the relevant information

– Research and explore options and implications so that clients can make informed decisions

– Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning

– Negotiate with third parties such as statutory and non-statutory bodies as appropriate

– Refer internally or to other specialist agencies as appropriate

– Ensure that all work conforms to required quality standards

– Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy

– Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation

Research and campaigns:

– Assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channel

– Alert clients to research and campaigns issues

Professional development:

– Keep up to date with legislation, policies and procedures and undertake appropriate training

-Read relevant publications

– Attend relevant internal and external meetings as agreed with the line manager

– Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate


– Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production

– Ensure IT information assurance training is completed on an annual basis

– Ensure that all work conforms to the bureau’s systems and procedures

– Provide statistical information on the number of clients and nature of cases

Other duties and responsibilities:

– Complete the required training to comply with quality assurance processes

– 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 own safety and that of colleagues. Particular note to be taken of this in the context of working at an Outreach setting

Person specification


– Ability to commit to and work with the aims, principles and policies of the Citizens Advice service

– Recent experience of advice work preferably within Citizens Advice up to casework level

– Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively

– Ability to monitor and maintain own standards

– Ability to work in an outreach setting with remote support and supervision

– Effective written and oral communication skills with particular emphasis on negotiating

– A good up to date understanding of equality and diversity and its application to the provision of advice

– Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings

– Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production

– Ability and willingness to work as part of a team

– A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics

– Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing · Ability to understand statistics and check accuracy of calculations

– Ability to travel to meet the requirements of the post


– Experience of welfare rights case work including help with claims and benefit checks and calculations

– Experience of working with clients around debt, employment and housing issues


To apply, please contact: To complete an application to apply for this vacancy, please click on the following link from our website:

Or email to request an application form