Digital Inclusion Adviser
37 hours per week, based in the office and at Outreaches
Salary starting at NJC scale 10 – £25,545
Closing date: 9am on Monday, 10th June 2024
Interviews to be held: From Wednesday, 12th June 2024
We provide free, confidential and independent advice to help people overcome their problems. We are a voice for our clients and consumers on the issues that matter to them.
We are seeking a special candidate to join our advice team in a role where you will make a real difference.
This is an exciting opportunity for a digital generalist adviser to:
- Advise clients with general advice specialising in Digital Inclusion general signposting on debt, benefits and housing concerns
- Triage and signpost clients to other Citizens Advice projects or external local and national service
- Conduct personalised digital inclusion training sessions with clients to enhance their essential digital skills and improve their digital confidence.
- Facilitate group digital inclusion training sessions, fostering peer support among clients.
- Deliver digital inclusion training to partner organisations to bolster their efforts in promoting digital literacy.
- Assess clients’ needs and apply for grants, digital devices, or data where appropriate.
- Ensure that digital inclusion training materials and sessions are accessible.
- Engage with local communities and organisations to raise awareness of digital inclusion initiatives and identify partnership opportunities.
- Ensure that clients can access essential services and information online.
- Consider language and cultural differences when delivering digital inclusion training to make sure it’s accessible and relevant for clients from various backgrounds.
You should understand and support the goals, principles, and commitment to equal opportunities of Citizens Advice.
Benefits
- 7% pension contribution
- Holiday: 24 days pa plus Bank Holidays. 1 additional day each 12 months. Up to 4 days Christmas closure
- Death in Service insurance/ EAP schemes
- Variety of learning and development options
Charity: 1056102 Company: 3191085 Financial Conduct Authority FRN: 617537
Job Description
Role: Digital Inclusion Adviser
Responsible to: Contracts & Compliance Manager
Based at: 66 Devonshire Road, Cambridge, CB1 2BL and Outreaches
Purpose of Role: The Digital Inclusion Adviser will provide personalised and group digital inclusion training sessions to enhance clients’ digital skills and confidence. They will also collaborate with partner organisations to extend digital inclusion efforts, raise internal awareness about digital inclusion provisions, and advocate for policies that promote digital access and confidence.
Main duties and responsibilities
- Conduct personalised digital inclusion training sessions with clients to enhance their essential digital skills and improve their digital confidence.
- Facilitate group digital inclusion training sessions, fostering peer support among clients.
- Deliver digital inclusion training to partner organisations to bolster their efforts in promoting digital literacy.
- Assess clients’ needs and apply for grants, digital devices or data where appropriate.
- Identify clients within existing services who could benefit from digital inclusion support.
- Cultivate relationships with partner organisations to improve community connection and civic engagement.
- Collaborate with internal teams to raise awareness of digital inclusion training available for clients.
- Evaluate the effectiveness of digital inclusion training through client feedback and performance metrics.
- Stay updated on new digital tools, platforms, and technologies to enhance the effectiveness of digital inclusion training.
- Tailor digital inclusion training materials and resources to meet the diverse needs and learning styles of clients.
- Ensure that digital inclusion training materials and sessions are accessible.
- Engage with local communities and organisations to raise awareness of digital inclusion initiatives and identify partnership opportunities.
- Maintain accurate records of client interactions, training sessions, and outcomes for reporting and evaluation purposes
- Regularly solicit feedback from clients and partners to identify areas for improvement and inform the development of future digital inclusion initiatives.
- Advocate for policies and initiatives that promote digital inclusion and address barriers to digital access and literacy at local, regional, and national levels.
- Provide additional support and resources during times of crisis or emergency to ensure that clients can access essential services and information online.
- Consider language and cultural differences when delivering digital inclusion training to make sure It’s accessible and relevant for clients from various backgrounds.
PLANNING AND DEVELOPMENT
- Contribute to the business plan as required by the Bureau Management
- Advise Management on service delivery issues and problems
- Contribute to activities, procedures and systems to promote common practices within the advice team
- Utilise IT systems and other resources
- Participate in bureau initiatives as appropriate and contribute to the work of associated committees, working parties and projects
SERVICE DELIVERY
- Provide Advice and Information over suitable channels working from the office Outreach and/or from home
- Ensure that systems are developed and maintained for case recording, statistics, follow up work and quality control, in partnership with other members of the team
- To be a team player and attend meetings as necessary
- To ensure effective and efficient administrative systems are maintained
- Abide by the health and safety policy to staff, equipment and premises with statutory requirements
- Proper case recording and recording of statistical information to advice given to clients and workload
TRAINING, DEVELOPEMENT AND RECRUITMENT
- Keep up to date with legislation, case law, policies and procedures relating to all subject areas and undertake appropriate training
- Attend relevant internal and external meetings as agreed with the line manager
- Prepare for and attend supervision sessions/team meetings as appropriate
- Assist with service initiatives for the improvement of services and make recommendations where improvements can be made
- To ensure that you make time in your own calendar, for your own development
OTHER DUTIES AND RESPONSIBILITIES
- Have a full commitment to the aims and vision for the organisation as laid out in the business plan and take part in annual business plan reviews
- Have a commitment to on-going change management in order to achieve those aims and objectives
- Have an understanding of and commitment to, the aims and principles of the service and its equal opportunities/diversity policies
- Have an active commitment to promoting Social Policy/Research and Campaigning as a key driver for effecting a positive change for our clients
- Undertake duties in a resource efficient way, minimising impacts to the environment wherever possible
- Undertake any other duties connected with the operation of the Bureau as may be required from time to time
Person Specification
- Confident in their own digital skills and in using a variety of devices including, laptops, smartphones, tablets, and smart speakers.
- Confidence or experience in delivering digital inclusion training or similar educational programs, preferably within a community context.
- Proven track record of working effectively with diverse client populations, including individuals with varying levels of digital literacy and confidence.
- Experience in developing and delivering training materials and resources tailored to meet the needs of diverse learners.
- Demonstrated ability to cultivate and maintain partnerships with external organisations and stakeholders to support digital inclusion initiatives.
- Excellent communication skills, with the ability to convey complex technical concepts in an accessible and engaging manner to clients with varying levels of digital literacy.
- Strong facilitation skills, including the ability to create a supportive and inclusive learning environment during both individual and group training sessions.
- Proficiency in using a variety of digital tools, platforms, and technologies, with a willingness to stay updated on emerging trends and developments in the field.
- Exceptional organisational skills, with the ability to manage multiple tasks and priorities effectively while maintaining attention to detail.
- Strong interpersonal skills, with the ability to build rapport and trust with clients from diverse backgrounds and cultures.
- Analytical skills to assess client needs, evaluate program effectiveness, and identify areas for improvement.
- Awareness and understanding of the need for and ways to ensure safeguarding.
- Commitment to promoting diversity, equity, and inclusion in all aspects of the role.