CITIZENS ADVICE MID STAFFORDSHIRE JOB DESCRIPTION & PERSON SPECIFICATION. JOB DESCRIPTION Gateway Assessor (Staffordshire Victim Gateway Service)

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1 CITIZNS AVIC MI STAFFORSHIR JOB SCRIPTION & PRSON SPCIFICATION JOB TITL: ARA OF LIVRY: RSPONSIBL TO: HOURS OF WORK: URATION: SALARY: JOB SCRIPTION Gateway Assessor (Staffordshire Victim Gateway Service) Burton on Trent Service Coordinator 32.5 hours per week 31 st March 2019 initially 16,500 (pro-rata) SCOP OF TH ROL: To be responsible for contacting all victims of crime referred to the service by Staffordshire Police and to respond to both third party and self-help referrals directly from victims. To provide both immediate and follow-up information, advice and emotional support to victims by telephone. The assessor is expected to complete an assessment of victims support needs and to signpost or make and manage referrals to other agencies or the Victim Gateway s support team. Flexibility is a key characteristic of all our posts and the post-holder may be asked to carry out other tasks consistent with the grade from time to time. The local service runs 365 days of the year between the hours of 9am-8pm (Monday to Wednesday) and applicants should be willing to work for two evenings per week (Tuesday & Wednesday). Applicants should be willing to work some unsocial hours and may need to cover an occasional weekend. Staffordshire Victim Gateway: The Staffordshire Victims Gateway Service provides information, advice or practical and emotional support to victims of crime to help them cope and recover from their experience and exercise their rights as determined by the Victims Code. quality and iversity: All staff members are expected to demonstrate a commitment to equality and diversity. We recognise and celebrate the positive value of diversity, promote equality and challenge discrimination. MAIN UTIS: Service Provision & elivery Contacting victims the post-holder will be the first point of contact, making both outbound calls to victims of whom the service has been notified of by the police and offering a service to them. 1 Citizens Advice Mid Staffordshire

2 CITIZNS AVIC MI STAFFORSHIR JOB SCRIPTION & PRSON SPCIFICATION Responding to victims the post-holder will answer and respond to inbound telephone calls from victims, both initial calls made by victims self referring into the service and follow up phone calls from victims who have already been contacted by the Assessment Team. Assessment the post-holder will make an assessment of the victim s need for support including: Checking eligibility for the Victim Gateway Service. Checking eligibility for an enhanced service. Checking need for specialist services Checking what rights they have under the Victims Code Advice and Information in order to ensure clients cope and recover from crime, the post-holder will provide initial advice and information, and support victims to access other sources of assistance. Introduction to other services where indicated by the assessment, the post holder will make referrals to the support team or to external specialist services where this is appropriate. Administration uties Administration - the post-holder will be responsible for ensuring, in conjunction with the Administration Unit, that efficient systems for administration of work are in place and are followed. Monitoring the post-holder will be required to provide monitoring information in conjunction with the service s monitoring team to demonstrate that project targets are being met. Quality Quality - the post-holder will be required to familiarise him/her self with and achieve relevant quality standards in his/her work. This includes recording information fully and appropriately and ensuring work conforms to both the requirements of the project and Citizens Advice Mid Staffordshire s Quality Manual (including Safeguarding and ata Sharing processes) and the Victims Code. Research & Campaigns Research & Campaigns - the post-holder will be expected to review his/her work in order to highlight potential social policy issues. S/he will also suggest priorities for Citizens Advice Mid Staffordshire campaigning both locally and nationally. 2 Citizens Advice Mid Staffordshire

3 CITIZNS AVIC MI STAFFORSHIR JOB SCRIPTION & PRSON SPCIFICATION Other duties & responsibilities Management the post-holder is expected to seek ways of assisting the Management Team in managing the Bureau s work. This includes contributing to thinking about development of systems, services or voluntary workers. Systems esign the post-holder will contribute towards the design and development of work systems and processes Volunteers: the post-holder will be required to assist volunteers in carrying out their duties. General Abide by health and safety guidelines and share responsibility for own safety and that of colleagues. Be responsible for identifying own development needs and through discussion with Line Manager agree a personal development plan. Maintain confidentiality and security of records. Attend and participate in regular supervision sessions and an annual appraisal. Manage own tasks and duties and workload in a professional and effective manner. Be flexible and prepared to travel as necessary to undertake required duties and provide cover as appropriate. Promote the aims, principles, policies, interests and well being of the service and protect its integrity and reputation. nsure Citizens Advice Mid Staffordshire s commitment to equal opportunities and anti-discrimination is demonstrated and maintained in all aspects of service delivery. Undertake such other tasks as may be reasonably required. 3 Citizens Advice Mid Staffordshire

4 CITIZNS AVIC MI STAFFORSHIR JOB SCRIPTION & PRSON SPCIFICATION Area A. Advice Work Knowledge and xperience PRSON SPCIFICATION e successful applicant will have experience of working in a role providing information, advice or support to others e will demonstrate experience of completing needs assessments and the ability to analyse requests for assistance ssential/ esirable Assessment 3. S/he will demonstrate an understanding of the needs of victims of crime 4. S/he will demonstrate experience in delivering advice and assessment in a telephone service 5. S/he will demonstrate an understanding of the Victims Code B. Skills 6. Self- awareness S/he will demonstrate the self-awareness that is necessary to both develop themselves and facilitate the development of other team members 7. Communication Skills S/he will have a good level of literacy and be able to communicate complex information effectively, both verbally and in writing 8. ICT skills S/he will be able to use standard Microsoft applications such as Word, xcel, Internet xplorer and Outlook. xperience of working with CRM packages will be advantageous 9. Working under Pressure S/he will demonstrate the organisational skills to plan and manage a variable workload to meet both the needs of the client and the service targets I/X 4 Citizens Advice Mid Staffordshire

5 CITIZNS AVIC MI STAFFORSHIR JOB SCRIPTION & PRSON SPCIFICATION Area 10. Teamwork S/he will understand the importance of team work and be able to work flexibly to achieve as a team 11. Languages Some of the clients helped by this project speak other languages and the ability to communicate in languages other than nglish is desirable. C. Understanding and implementing Aims, Principles & Policies 12. quality and iversity S/he will know what s/he means by equality and diversity. S/he will share our commitment to make equality of access a reality both within the Bureaux and the community we serve. 13. Campaigning (for further information on what we mean by Campaigning please see: ) S/he will have an understanding of campaigning work and its role in advice work. S/he will demonstrate a commitment to working to end poverty and disadvantage 14. Voluntary Work S/he will demonstrate an understanding of the value of voluntary work and the voluntary sector 15. CAB Service Aims and Principles The successful applicant will demonstrate that they understand the aims and principles of the Citizens Advice Service ssential/ esirable Assessment AF AF KY: : : esirable; : ssential Assessment AF: Application Form; I: Interview; X: xercise 5 Citizens Advice Mid Staffordshire