Job title: Oxfordshire Advice Partnership Triage Adviser

Role summary:

As part of a team of Telephone Advisers and a wider team of Advisers and Caseworkers you will be the first point of contact on the designated telephone advice line and email service for clients. You will complete an initial triage to ascertain eligibility for the service and where appropriate give limited advice on benefits, debt and other financial and welfare matters. Callers who may be able to obtain assistance from another, more appropriate agency or service will be signposted on to other sources of help. Clients will be referred to the locality based Advisers where a face to face appointment or home visit is appropriate, or to the Caseworkers for more complex advice and support.

Job location (usual place of work): Abingdon/Didcot/Henley/Oxford/Thame/Witney/Remote/Hybrid

Pay Rate: £27,100.00 – £28,140.42 pro rata (full time is 37 hours)

Is pay pro rata: Yes (£10,254.05 –  £10,647.72 actual salary for 14 hrs per week)

Applications close on: 12 pm Monday 2nd November 2026

Hours: Part time 14 Hours per week

Contract is: Fixed term Fixed term Contract (Maternity Cover which ends 30 April 2027)

Job description:

All clients will access the service via the dedicated website, telephone number or by email, and all contacts will be listed on a common task list for advisers to action. The service provides:-
● An eligibility check
● Initial diagnosis of issues
● Self-help e.g. access to how to and advice guides, leaflets and internet based advice
● Assisted Information. Clients will be given supported information on how to progress their issue
● Onward referral to locality based advisers or caseworkers for full advice where appropriate, and for face to face or home visits if required.
● Where advice required is in an area outside in the remit of this project callers will be referred to the most appropriate local service.
– Oxfordshire Advice
– Partnership
– Triage Adviser
– Triage and Basic Advice
● Assess the client’s problem(s) using sensitive listening and questioning skills.
● Identify key information about the issue/s including time limits, key dates and any requirement for urgent advice or action
● Explain self-help information and ‘How to guides’ to clients
● Conduct benefit checks, and refer to locality based advisors or caseworkers for assistance with full advice, form completion and complex casework as appropriate
● Refer clients appropriately (both internally and externally) to suit client’s needs following agreed protocols
● Use the Citizens Advice website and the Oxfordshire Advice Navigator website to find, interpret and communicate the relevant information.
● Signpost clients appropriately, following agreed protocols.
● Refer to other specialist agencies as appropriate.
● Ensure that all work conforms to the Citizens Advice West Oxfordshire office manual and the Citizens Advice quality standard
● Ensure that work reflects and supports the Citizens Advice service  equality and diversity strategy.
● Maintain detailed case records for the purpose of continuity of casework,  information retrieval, statistical monitoring and report preparation.

For more information and to apply, please contact hr@caox.org.uk