BACKGROUND INFORMATION Citizens Advice Warrington provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. We value diversity, promote equality, and challenge discrimination. Our Aims and Principles are: Our aims: to provide the advice people need for the problems they face to improve the policies and practices that affect peoples lives. Our principles: The Citizens Advice service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination. Our advice is free, independent, impartial and confidential. The Service is non-judgmental, offering assistance as appropriate to all callers. We aim to be equally accessible to everyone who seeks or needs our help, regardless of age, race, religion, gender, HIV status, disability, sexuality or other form of discrimination. All our advice workers, whether paid or volunteer, are professionally trained to provide an accurate, quality service and to be supportive to clients. How the service operates: Citizens Advice Warrington operates from The Gateway building in the town centre. Citizens Advice Warrington deals with thousands of enquiries each year, giving detailed information, advice and support to people on every subject. The majority of problems concern social security benefits and debt, followed by employment, domestic abuse and housing law. All our caseworkers are required to work to Advice Quality Standards and are required to meet individual performance targets. You will be joining a very dynamic team who is proud of their past achievements but know that so much more still needs to be done. The pandemic and unprecedent cost of living crisis have seen more and more people lose their jobs, struggle to pay their utility bills and face the risk of losing their home. For more information about the work of the Citizens Advice service you can visit our website. Advert We are looking for someone with strong communication, empathy and organisational skills to take on this established and important role within Warrington, supporting individuals affected by domestic abuse. Working alongside Warrington Borough Councils qualified Independent Domestic Violence Adviser (IDVA), you will provide advice and practical support to individuals experiencing domestic abuse, helping them to understand their options, access appropriate services, and address related housing, debt and financial issues. You will deliver support using a trauma-informed, person-centred approach, recognising the complex impact of domestic abuse and working at each individuals pace. A key part of the role is to champion individuals in abusive relationships, helping them to overcome the practical, financial and emotional barriers that can make it difficult to leave or improve their situation. No previous experience of working in domestic abuse is required; however, you will have experience of housing and/or debt advice or another related advice area. Full support and training will be provided, and you will have the opportunity to develop your knowledge and practical skills to support individuals face-to-face, by telephone and through online platforms. It will provide excellent experience and training opportunities for someone wishing to progress in this field. The Citizens Advice service values diversity promotes equality and challenges discrimination. We encourage and welcome applications from people from all backgrounds. Summary Terms & Conditions of post Job Title: Domestic Abuse Advice Worker Reporting to: TBC Hours: 21.75 hours week (36.25 per week 22 days annual leave FTE) Salary: 16,695,84 (pro rata to 27,826.40 FTE) Job description Context of role: You will deliver support using a trauma-informed, person-centred approach, recognising the complex impact of domestic abuse and working at each individuals pace. A key part of the role is to champion individuals in abusive relationships, helping them to overcome the practical, financial and emotional barriers that can make it difficult to leave or improve their situation. Role purpose: Provide casework and other support covering the full range of money and housing advice through face-to-face, telephone and digital channels, as appropriate, delivering the service in a trauma-informed, client-centred and sensitive manner. Promote and champion the Domestic Abuse service within Citizens Advice Warrington, raising awareness among staff and volunteers of domestic abuse and its implications for clients, including financial and economic abuse, and encouraging trauma-informed responses across the service. Well give the successful applicant a full induction to Citizens Advice, and the domestic abuse work requirements. You do not need experience in Citizens Advice, or the advice sector more generally, although this will be an advantage. Main duties Key work areas and tasks: Below is a list of the key areas of work the post-holder will be expected to perform and examples of what tasks are involved in those areas. The list of tasks is not exhaustive. Manage a caseload covering housing, debt, relationship, legal, and related advice issues, ensuring support is responsive to each clients circumstances. Referring internally for benefits or other support identified through the assessment. Triage referrals effectively, providing direct support through initial contact, risk assessment, and one-to-one guidance, and indirect support through onward referral to local IDVAs and partner agencies. Provide advice, information, and advocacy across multiple channelsincluding telephone, face-to-face, and digital platformsat a variety of locations throughout Warrington. Assess and manage risk for clients experiencing domestic abuse, reporting in line with Citizens Advice Warrington policies and procedures. Work holistically with partner agencies , including domestic abuse organisations, to ensure clients receive coordinated, trauma-informed support that addresses both immediate needs and long-term outcomes. Engage strategically with multi-agency partnerships to develop and deliver initiatives that support clients affected by domestic abuse. Maintain accurate records in Casebook, capturing advice trends and case studies as required by Citizens Advice Warrington and Warrington Borough Council, and ensuring compliance with information-sharing protocols. Develop personalised action plans with clients and partners, monitoring progress and providing feedback to ensure plans are delivered effectively. Attend MARAC meetings as required to contribute to multi-agency risk management and support for high-risk clients. Support and build capacity of volunteers , providing guidance and information on domestic abuse issues and case management. Maintain professional boundaries at all times, ensuring safe, ethical, and supportive interactions with clients. Keep up to date with developments in law, policy, and government initiatives relevant to domestic abuse, debt, housing, and related advice areas. Ensure service user experiences inform service delivery , using feedback from clients and partner agencies to develop and improve services. Research and Campaigns. Assist with research and campaigning work by providing information about clients circumstances and undertaking ebefs where relevant. Provide statistical information e.g. on the number of clients and nature of cases and where requested provide reports to the management team. Monitor service provision to ensure that it reaches the widest possible client group. Alert other staff to local and national issues. Professional development. Keep up to date with legislation, case law, policies and procedures relating to Debt, Housing, relationship especially where DA is concerned and undertake appropriate training. Read relevant publications. Prepare for and attend supervision sessions/team meetings /external meetings as agreed with the Line Manager. Assist with initiatives for the improvement of services. Administration. Review and make recommendations for improvements to our services. Assist with the maintenance of Office information systems. Use IT for statistical recording, record keeping and document production and provide regular reports of the work undertaken or needed. Maintain close liaison with relevant external agencies. Public relations. Assist with the delivery of Citizens Advice Warringtons publicity. Assist with the development of initiatives to promote good money management skills and avoidance of debt. Liaise with statutory and non-statutory organisations and represent the Service on outside bodies as appropriate. Actively promote Citizens Advice Warrington amongst local organisations and develop partnerships. Other duties and responsibilities Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the whole service. Demonstrate commitment to the aims and principles of the Citizens Advice service. Abide by safety, health and environment guidelines and share responsibility for own safety and that of colleagues. Actively promote and uphold the organisations commitment to equality, diversity and inclusion, ensuring services are delivered in a fair, respectful and non-discriminatory way, and challenging discrimination where appropriate. Person specification Essential Knowledge and experience of Debt and/or Money Advice casework.Ideally you should have one-years experience of carrying a caseload within Debt and or Housing in a Citizens Advice or similar advice service setting. Hold or be willing to work towards the Money and Pensions service Accredited Caseworker Status. Effective oral and written communication skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence. Good numeracy skills, sufficient to carry out the tasks required accurately and confidently. Ability to prioritise own work, meet deadlines, and take an organised approach to managing a caseload, while balancing the needs of very vulnerable clients and responding sensitively to their individual circumstances Ability to use IT in the provision of advice and the preparation of reports and submissions. Ability to give and receive feedback objectively and sensitively, with a willingness to challenge constructively, and to work with the higher level of scrutiny required for FCA-regulated advice and compliance standards. Ability and willingness to work collaboratively as part of a team, supporting colleagues and volunteers, sharing knowledge and best practice, and contributing to a positive, inclusive, and trauma-informed working environment. Ability to monitor and maintain own standards, working effectively under your own initiative while contributing positively to both one-to-one and wider team objectives. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies. Desirable Hold the Citizens Advice Certificate in General Advice or demonstrate recent experience of giving advice in the law relating to, Debt, Benefits, Housing, Consumer, Employment. Understand the issues involved in interviewing clients affected by domestic abuse, conducting all interactionsface-to-face, by telephone, or onlinein a trauma-informed, sensitive, and supportive manner that recognises the impact of abuse on individuals. Other duties and responsibilities Abide by health and safety guidelines and share responsibility for own safety and that of colleagues Any other relevant administrative and support duties required to ensure the smooth running of the bureau Ensure that work undertaken reflects and supports the Citizens Advice services equality and diversity strategy Notes for applicants If you are shortlisted for an interview, the selection panel will ask you questions based on the person specification & job description which will cover the areas in more detail. The following applies only to advisers, and not to other posts. Sections 25 and 26 (1) (d) or (g) of the Immigration Act 1971 are concerned with the following offences: assisting illegal entry, falsifying documentation or obstructing the authorities investigating immigration offences. If you have committed one of the offences above you may still be able to be an adviser; however, we would have to contact the Office of the Immigration Services Commissioner to discuss the issues. Our Disclosure and Barring Policy requires us to undertake a BPSS and/or a DBS check on all advisers. Copies of your application form and the completed Diversity monitoring form must be submitted by: 12.00 pm midday on 15 th January 2026 Interviews will be held on 21 st January 2026. In view of the anticipated demand for this post we may be unable to acknowledge receipt of your application. TPBN1_UKTJ
Job Title
Domestic Abuse Adviser