Connecting Officer 12 months FTC

HAPP/HertsHelp

Job Overview.

Working within the aims, policies, and principles of the HertsHelp Service, to support clients with a range of issues, providing information, signposting and referrals via telephone and email.

The successful candidate will complete necessary training to provide holistic information, signposting, and referrals on a range of issues.

Responsibilities:

• Interview clients using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities.
• Respond to telephone enquiries/ community enquiries by allowing callers to clarify their information needs, meeting their needs, and advising on the use of information given.
• Use trusted resources to find, interpret and communicate the relevant information.
• Provide information on all main enquiry areas.
• Facilitate crisis support.
• Make signposts and referrals to any necessary agencies/partners to support residents to get the help they need.
• Ensure information is easily accessible to all residents.
• Coordinate the information, signposting, and referral systems in line with policy and working in partnership with colleagues.
• Help maintain the database about all subjects relevant to supporting residents with their enquiries.
• Ensure that all information given to enquirers is accurate, current and in a style which is accessible and usable to a wide range of people.
• Respond to written enquiries in an accurate and concise manner.
• Respect the confidentiality of clients and their rights to make their own decisions. Manage the computer/telephony systems in line with the requirements/policies.
• Maintain a monitoring service for the organisation by collecting statistical information about callers and enquiries to allow for development and evaluation of the service.
• Develop a fully integrated internal information system to ensure staff and volunteers are fully aware of material available and how to access it.
• Work with other members of staff to identify the information/signposting/referral needs of the residents and how to improve the availability of this material.
• Become familiar with, and utilise, all the resources available from trusted sources.
• Undertake specific short-term projects as identified e.g., government initiatives, local events, or issues.
• Carry out other relevant work as agreed with the line manager.
• Ensure that all work conforms to the organisation’s office manual / Service Delivery Manual and the Advice Quality standard. Maintain accurate, detailed records for the purpose of continuity of service, information retrieval, statistical monitoring, and report preparation.
• Ensure that all work conforms to the organisation’s office manual / Service Delivery Manual and the Advice Quality standard.
• Maintain accurate, detailed records for the purpose of continuity of service, information retrieval, statistical monitoring, and report preparation.
• Use IT for statistical recording, record keeping and document production.
• Ensure all work conforms to the organisation’s systems and procedures.
• Successfully complete mandatory induction training.
• Successfully complete all training relevant to carrying out your role.
• Attend learning events and carry out learning activities in line with continuing professional development requirements.
• Keep up to date with legislation, policies and procedures relating to successful delivery of the service and attend appropriate training.
• Maintain close liaison with relevant external agencies.
• Liaise wit statutory and non-statutory organisations and uphold the values, aims and objectives of the service.
• Liaise with other voluntary, and statutory organisations, to help provide a comprehensive information signposting and referral service for the community.
• 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 Citizens Advice Stevenage.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

We offer a community driven ,compassionate, positive work environment. If you are a motivated individual who enjoys helping others and providing excellent customer service, we would love to hear from you. Apply now to join our team as a Connecting Officer!