Crisis Lead

We're looking for a Crisis Lead to join our team at Citizens Advice Rushmoor. This is an opportunity to combine direct client support with leadership responsibilities, helping vulnerable people overcome complex challenges while supporting the development of an Outreach Adviser. If you're experienced in advice work and passionate about making a difference, we'd love to hear from you.

At Citizens Advice Rushmoor, we help people find a way forward during some of the most challenging periods of their lives. We're looking for a Crisis Lead to provide specialist support to clients facing complex issues, while supervising and developing an Outreach Adviser within our team.

This role combines frontline advice work with leadership responsibilities. You'll support vulnerable clients experiencing crisis, help achieve positive outcomes, and ensure high-quality service delivery across the project.

About the role

You'll take referrals from our outreach team and work directly with clients who have complex needs or are experiencing difficult circumstances. Through appointments, telephone advice and home visits where necessary, you'll provide detailed casework and practical support to help clients move forward.

Alongside your own caseload, you'll provide day-to-day supervision to an Outreach Adviser, offering guidance on complex cases, monitoring quality standards, supporting professional development and promoting wellbeing.

Key responsibilities

• Deliver detailed advice and casework to clients experiencing crisis or facing complex challenges.
• Conduct appointments in person, by telephone and through home visits where required.
• Manage complex referrals from outreach services and coordinate appropriate support.
• Supervise and support an Outreach Adviser through coaching, case discussions and regular one-to-one meetings.
• Review case records to ensure quality standards are met and clients achieve the best possible outcomes.
• Monitor, record and report on client outcomes and project performance.
• Gather client feedback and contribute to service improvement.
• Build effective relationships with partner organisations to support client needs.
• Contribute to research and campaigns work, particularly around barriers experienced by vulnerable clients.

We're looking for someone who:

• Has experience supervising or line managing staff or volunteers.
• Has strong organisational and time management skills and can balance leadership responsibilities with a personal caseload.
• Holds a Level 3 NEA Energy Awareness qualification, or is willing to complete it upon appointment.
• Has experience delivering advice services and managing complex, resolution-focused client journeys.
• Communicates with empathy, professionalism and confidence.
• Is comfortable supporting clients with multiple or complex needs.
• Is confident using case management systems and other IT tools.
• Can work independently while contributing positively to a collaborative team environment.
• Shares our commitment to equality, diversity and inclusion, and to helping people find a way forward.

What we offer

We are committed to making Citizens Advice Rushmoor a great place to work and volunteer. In return, we offer:

• 25 days annual leave, rising to 27 days after four years' service.
• Bank holidays plus an additional day of birthday leave.
• Enhanced occupational sick pay scheme.
• Flexible and hybrid working where operationally appropriate.
• Ongoing learning and development opportunities.
• Employee Assistance Programme provided by TELUS Health.
• A supportive team culture with a strong focus on wellbeing, inclusion and professional growth.

About Citizens Advice Rushmoor

Every day, we help people navigate challenges relating to money, housing, energy, employment, relationships and more. We provide free, confidential and impartial advice and work to tackle the issues affecting our communities.

If you're passionate about helping people through crisis, supporting colleagues to develop, and delivering meaningful outcomes for clients, we'd love to hear from you.

See our website for details to apply: https://citizensadvicerushmoor.org.uk/2020/02/paid-vacancies/