Citizens Advice Peterborough (CAP) Peer Support Worker Job Description and Person Specification Context of Role: To ensure that consistent, accurate and effective advice and information is delivered to the people of Peterborough. To support the training and on-going development of trainee and qualified Advice Workers within CAP. To supervise Trainee Volunteer Advice Workers within CAP. Role Purpose: To provide intensive ‘on the job’ support and guidance for trainee volunteer Advice Workers, as well as continual development to qualified Advice Workers. To work alongside the CAP Trainer as well as Quality Supervisor to provide tailored support to individual Advice Workers as personal and technical development needs are identified. Salary: £20,255 - £22,212 Hours: 35 hours per week [Flexibility for early evening working and potentially some Saturday’s may be required] Reporting to: CAP Trainer Annual leave: 28 days (plus bank holidays) Term: Permanent funded by IAG contract with Peterborough City Council Key Work Areas and Tasks: Volunteer Recruitment and Development       Support the CAP Trainer in carrying out assessments of potential Volunteer Advice Workers and administrative staff against Citizens Advice and partner agencies requirements. Support with the induction of staff and volunteers Select appropriate methods to meet identified training needs within CAP. Support and assess Advice Workers through observed interviews, provide feedback and regular reviews to maintain required standards. Develop and promote a client focussed approach to advice work with embedded customer care. Support the training of volunteers to the necessary standards in line with Citizens Advice membership and the Advice Quality Standard “Quality Mark”  and provide reparative actions for those falling below the standard in line with the managing volunteer performance policy. Keep up to date with policies and procedures and undertake appropriate training. Assessment and Advice Giving             Assess clients’ using appropriate listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities. . Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using the Adviceguide website, AdviserNet website, scripts and any other diagnostic tools, as necessary). Identify and summarise the essence of the problem. Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and CAP’s resources. Refer clients appropriately (both internally and externally) to suit clients’ needs following agreed protocols, including making arrangements and informing clients of what to expect. Signpost clients appropriately to suit their needs, following agreed protocols. 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. Ensure that all work conforms to the Advice Quality Standard / Legal Aid Agency's Quality Mark / other funding requirements, as appropriate. 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. Volunteer support and supervision     Create a positive working environment in which equality and diversity are wellmanaged, dignity at work is upheld and people can do their best. Ensure the effective support and performance management of volunteers through regular supervision sessions and the appraisal process. Ensure that volunteers have opportunities to develop skills and maintain motivation. Ensure activities to recognise and reward volunteers are in place and delivered. Other Duties     Carry out other tasks that may be within the scope of the post to ensure the effective delivery and development of the service. Promote the importance of Research and Campaign work. Demonstrate commitment to the Vision, Values and Principles of CAP. Abide by health and safety guidelines and share responsibility for own safety and that of colleagues. Person specification Essential Criteria: 1. The ability to commit to, and work within, the aims, principles and policies of the CAB service. 2. Proven ability to recruit, develop and motivate volunteers. 3. Ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and volunteers are empowered and motivated to do their best. 4. Understanding of theory and principles of adult learning and development. 5. Experience of delivery of self-study and group training materials. 6. Recent experience of supporting, guiding, tutoring and/or training individuals or groups of people to develop their skills at different levels within an advice setting. 7. Ability/experience of planning and developing a training programme. 8. Ability to give and receive feedback objectively and sensitively and willingness to challenge constructively. 9. Ability to meet Citizens Advice competence requirements for Generalist Advisor. 10. Strong IT and analytical skills in the preparation of training materials and reports. Desirable Criteria 11. Ability to monitor and maintain own standards and manage time effectively. 12. Ability to support volunteers and maintain motivation. 13. Ability to supervise volunteers and improve role performance. 14. Ability to communicate effectively orally and in writing, particularly in an education and development setting. 15. Understanding of the issues affecting society and their implications for clients and service provision. 16. Ability to demonstrate a flexible approach and willingness to work as part of a team. 17. An understanding of the advice and information service sector in Peterborough 18. Commitment to good standards of client care