About the role / Ynglŷn â’r rôl

Advice Giving / Rhoi Cyngor

  • Undertake all aspects of advice service delivery including face-to-face, webchat and email, telephony helpline services, scheduled appointments and initial checks, as per the project requirements.
  • Interview clients appropriately adopting either an assessment, generalist or project advice model as agreed and 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 information systems and other sources to find, interpret and communicate the relevant information.
  • Carry out comprehensive benefits checks and better-off calculations, exploring eligibility within the range of available state and local entitlements.
  • Assist clients through benefit claims and challenges including form filling.
  • Identification of emergency issues and advice on how to move forward with those emergency issues including determination of whether a crisis referral is needed.
  • Identification and assessment of eligibility for grants and other support, including use of online referral and application tools, such as to local foodbanks.
  • For national clients; progressing their needs through appropriate referral or signposting to local Citizens Advice or other agencies for more localised support, projects or grants that may be available, considering client capability.
  • For local clients; progressing their needs through appropriate referral or signposting and local pathways for specialised support or projects that may be available, considering client capability.
  • Ensuring that all work conforms to CARCT’s Office Manual and applying all policies at the appropriate level.
  • 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 other support agencies or partners.
  • Negotiate with third parties such as statutory and non-statutory bodies as appropriate for optimum client outcome.
  • Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
  • Perform against set quality standards within project guidelines and the wider Quality of Advice review and assessment guidance.
  • Carry out and/or comply with Independent File Reviews and Case Reviews as required by the project, regulator and/or Office Manual within prescribed time limits.
  • To ensure personal contribution is on profile to deliver against individual and collective targets.
  • If trained, participate in screening, campaigns, and programmes.
  • Ymgymryd â phob agwedd ar ddarparu gwasanaethau cynghori gan gynnwys wyneb yn wyneb, sgwrsio ar y we ac e-bost, gwasanaethau llinell gymorth dros y ffôn, apwyntiadau wedi’u trefnu a gwiriadau cychwynnol, yn unol â gofynion y prosiect.
  • Cyfweld â chleientiaid yn briodol gan fabwysiadu model asesu, cyffredinol neu gyngor prosiect fel y cytunwyd a defnyddio sgiliau gwrando a holi sensitif er mwyn caniatáu i gleientiaid esbonio eu problem(au) a’u grymuso i osod eu blaenoriaethau eu hunain.
  • Defnyddio systemau gwybodaeth Cyngor ar Bopeth a ffynonellau eraill i ddod o hyd i’r wybodaeth berthnasol, ei dehongli a’i chyfleu.
  • Cynnal gwiriadau budd-daliadau cynhwysfawr a cyfrifiadau i weld a fyddai’r cleient yn well ei fyd, gan archwilio cymhwysedd o fewn yr ystod o hawliau gwladol a lleol sydd ar gael.
  • Cynorthwyo cleientiaid trwy hawliadau a heriau budd-daliadau gan gynnwys llenwi ffurflenni.
  • Nodi materion brys a chyngor ar sut i symud ymlaen â’r materion brys hynny gan gynnwys penderfynu a oes angen atgyfeiriad brys.
  • Nodi ac asesu cymhwysedd ar gyfer grantiau a chymorth arall, gan gynnwys defnyddio offer atgyfeirio ac ymgeisio ar-lein, fel i fanciau bwyd lleol.
  • Ar gyfer cleientiaid o wasanaethau cenedlaethol; datblygu eu anghenion trwy atgyfeirio neu gyfeirio priodol at Gyngor ar Bopeth lleol neu asiantaethau eraill ar gyfer cymorth, prosiectau neu grantiau mwy lleol a allai fod ar gael, gan ystyried gallu’r cleient.
  • Ar gyfer cleientiaid lleol; datblygu eu hanghenion trwy atgyfeirio neu gyfeirio priodol a llwybrau lleol ar gyfer cymorth neu brosiectau arbenigol a allai fod ar gael, gan ystyried gallu’r cleient.
  • Sicrhau bod yr holl waith yn cydymffurfio â Llawlyfr Swyddfa CARCT a chymhwyso’r holl bolisïau ar y lefel briodol.
  • Ymchwilio ac archwilio opsiynau a goblygiadau fel y gall cleientiaid wneud penderfyniadau gwybodus.
  • Gweithredu dros y cleient lle bo angen trwy gyfrifo, negodi, drafftio neu ysgrifennu llythyrau a ffonio asiantaethau neu bartneriaid cymorth eraill.
  • Negodi â thrydydd partïon fel cyrff statudol ac anstatudol yn ôl yr angen ar gyfer y canlyniad gorau posibl i’r cleient.
  • Cynnal cofnodion achos manwl at ddiben parhad gwaith achos, adfer gwybodaeth, monitro ystadegol a pharatoi adroddiadau.
  • Perfformio yn erbyn safonau ansawdd penodol o fewn canllawiau’r prosiect a’r canllawiau adolygu ac asesu Ansawdd Cyngor ehangach.
  • Cynnal a/neu gydymffurfio ag Adolygiadau Ffeiliau Annibynnol ac Adolygiadau Achos fel sy’n ofynnol gan y prosiect, y rheoleiddiwr a/neu’r Llawlyfr Swyddfa o fewn terfynau amser penodedig.
  • Sicrhau cyfraniad personol effeithiol tuag at gyflawni targedau unigol a chyfunol.
  • Os ydych wedi’ch hyfforddi, cymryd rhan mewn prosesau sgrinio cychwynnol, ymgyrchoedd a rhaglenni.

Research and Campaigns / Ymchwil ac Ymgyrchoedd

  • Alert other staff to local and national issues.
  • Make sure Research and Campaigns contributions is quantified as per the requirements set out within the Office Manual.
  • Assist with preparation of social policy reports and contribute towards evidence building, case studies, demonstratable client outcomes and success stories.
  • Attend external liaison meetings as appropriate.
  • Provide statistical information as required.
  • Contribute to the development and awareness of internal Research and Campaigns meetings and work.
  • Rhybuddio staff eraill am faterion lleol a chenedlaethol.
  • Sicrhau bod cyfraniadau Ymchwil ac Ymgyrchoedd yn cael eu mesur yn unol â’r gofynion a nodir yn y Llawlyfr Swyddfa.
  • Cynorthwyo gyda pharatoi adroddiadau polisi cymdeithasol a chyfrannu at adeiladu tystiolaeth, astudiaethau achos, canlyniadau cleientiaid y gellir eu dangos a straeon llwyddiant.
  • Mynychu cyfarfodydd cyswllt allanol yn ôl yr angen.
  • Darparu gwybodaeth ystadegol yn ôl yr angen.
  • Cyfrannu at ddatblygiad ac ymwybyddiaeth o gyfarfodydd a gwaith Ymchwil ac Ymgyrchoedd mewnol.

Professional Development / Datblygiad Proffesiynol

  • Keep up to date with legislation, case law, policies and procedures relating to advice work and undertake appropriate training.
  • Read relevant publications and newsletters.
  • Liaise with a range of partner organisations to ensure optimum publicity for the organisation and to promote attendance at training and awareness events, forums, panels and other meetings.
  • Prepare for and contribute to supervision and support meetings, project and team meetings, and management team meetings as appropriate.
  • Assist with initiatives and innovation for the improvement of services.
  • Identify training opportunities for yourself.
  • Cadw’n gyfredol â deddfwriaeth, cyfraith achosion, polisïau a gweithdrefnau sy’n ymwneud â gwaith cynghori a dilyn hyfforddiant priodol.
  • Darllenwch gyhoeddiadau a chylchlythyrau perthnasol.
  • Cysylltu ag amrywiaeth o sefydliadau partner i sicrhau’r cyhoeddusrwydd gorau posibl i’r sefydliad ac i hyrwyddo presenoldeb mewn digwyddiadau hyfforddi ac ymwybyddiaeth, fforymau, paneli a chyfarfodydd eraill.
  • Paratoi ar gyfer a chyfrannu at gyfarfodydd goruchwylio a chefnogi, cyfarfodydd prosiect a thîm, a chyfarfodydd tîm rheoli yn ôl yr angen.
  • Cynorthwyo gyda mentrau ac arloesedd ar gyfer gwella gwasanaethau.
  • Nodi cyfleoedd hyfforddi i chi eich hun.

Volunteers / Gwirfoddolwyr

  • Help and support volunteers where appropriate, including to assist in the development, training, and progression of volunteers.
  • Assist with the promotion of volunteer recruitment, events, and activities.
  • Helpu a chefnogi gwirfoddolwyr lle bo’n briodol, gan gynnwys cynorthwyo gyda datblygiad, hyfforddiant a chynnydd gwirfoddolwyr.
  • Cynorthwyo gyda hyrwyddo recriwtio gwirfoddolwyr.

Public Relations / Cysylltiadau Cyhoeddus

  • Liaise with statutory and non-statutory organisations and attend relevant internal and external meetings and events as agreed.
  • Deliver, as required, training on topics that fall within areas of expertise.
  • To assist where possible in the generating of additional income for the organisation and contribute towards business development.
  • Maintain good relations with outreach venues and actively seek out new partnerships and venues as required.
  • Assist, where relevant, in Social Media and online activity for the service.
  • Cysylltu â sefydliadau statudol ac anstatudol a mynychu cyfarfodydd a digwyddiadau mewnol ac allanol perthnasol fel y cytunwyd.
  • Cyflwyno hyfforddiant, yn ôl yr angen, ar bynciau sy’n dod o fewn meysydd arbenigedd.
  • Cynorthwyo lle bo modd i gynhyrchu incwm ychwanegol i’r sefydliad a chyfrannu at ddatblygu busnes.
  • Cynnal cysylltiadau da â lleoliadau allgymorth a chwilio’n weithredol am bartneriaethau a lleoliadau newydd yn ôl yr angen.
  • Cynorthwyo, lle bo’n berthnasol, gyda chyfryngau cymdeithasol a gweithgaredd ar-lein ar gyfer y gwasanaeth.

Administration / Gweinyddiaeth

  • Make efficient use of the admin resources to maximise client focus.
  • Use IT for statistical recording, record keeping and document production in accordance with relevant policies and information assurance compliance.
  • Ensure that all work conforms to the organisations systems and procedures.
  • Provide statistical information on the number of clients and nature of cases.
  • To ensure that cases are recorded on Casebook within 5 working days of the relevant action or activity, or sooner in accordance with project guidelines.
  • Gwneud defnydd effeithlon o’r adnoddau gweinyddol i wneud y mwyaf o ffocws ar gleientiaid.
  • Defnyddio TG ar gyfer cofnodi ystadegol, cadw cofnodion a chynhyrchu dogfennau yn unol â pholisïau perthnasol a chydymffurfiaeth â sicrwydd gwybodaeth.
  • Sicrhau bod yr holl waith yn cydymffurfio â systemau a gweithdrefnau’r sefydliad.
  • Darparu gwybodaeth ystadegol am nifer y cleientiaid a natur achosion.
  • Sicrhau bod achosion yn cael eu cofnodi ar y Llyfr Achosion o fewn 5 diwrnod gwaith i’r camau gweithredu neu’r gweithgaredd perthnasol, neu ynghynt yn unol â chanllawiau’r prosiect.

Other duties and responsibilities / Dyletswyddau a chyfrifoldebau eraill

  • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
  • Contribute towards quarterly and annual reports.
  • Demonstrate continual 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.
  • Deliver remote and lone work as necessary in accordance with CARCT policy, such as to carry out home visits or work within the community.
  • Fully meet the mobility requirement to deliver advice on a peripatetic basis (where required and asked to do so), such as across multiple office locations, and within community settings and partner venues.
  • Carry out other tasks, cover other functions and roles, commensurate with your skills and experience on request.
  • Act as support, supervisor and peer mentor to those in training.
  • Deliver targets as agreed and to funders expectations.
  • Cyflawni unrhyw dasgau eraill a allai fod o fewn cwmpas y swydd i sicrhau bod y gwasanaeth yn cael ei gyflwyno a’i ddatblygu’n effeithiol.
  • Cyfrannu at adroddiadau chwarterol a blynyddol.
  • Dangos ymrwymiad parhaus i nodau a pholisïau gwasanaeth Cyngor ar Bopeth.
  • Dilyn canllawiau iechyd a diogelwch a rhannu cyfrifoldeb am eich diogelwch eich hun a diogelwch cydweithwyr.
  • Cyflawni gwaith o bell a gweithio ar eich pen eich hun yn ôl yr angen yn unol â pholisi CARCT, megis cynnal ymweliadau cartref neu weithio yn y gymuned.
  • Bodloni’r gofyniad symudedd yn llawn i roi cyngor mewn gwahanol leoliadau (lle bo angen a lle gofynnir i chi wneud hynny), megis ar draws sawl lleoliad swyddfa, ac o fewn lleoliadau cymunedol a lleoliadau partner.
  • Cyflawni tasgau eraill, cwmpasu swyddogaethau a rolau eraill, yn gymesur â’ch sgiliau a’ch profiad ar gais.
  • Gweithredu fel cefnogaeth, goruchwyliwr a mentor cyfoedion i’r rhai sydd mewn hyfforddiant.
  • Cyflawni targedau fel y cytunwyd ac yn unol â disgwyliadau cyllidwyr.