Telephone, face to face and digital Gateway Assessor

Plymouth, Devon
£14,430 - £16,103 (Pro Rata)
05 Sep 2017
15 Sep 2017
Contract Type
Full Time

Citizens Advice Plymouth

Title: Telephone, face to face and digital Gateway Assessor

Pay scale: £14,430 - £16,103 (Pro Rata)

Hours: 2 x 37 hours per week, 1 x 22.5 hours per week & 1 x 18.5 hours per week available – Monday – Friday between 9:00 – 18:30 and the occasional Saturday between 9:00 – 13:00

Contract: Fixed term to 31st March 2018

Benefits: 2% contributions to employer’s pension scheme. 25 days annual leave (pro rata), bank holidays (pro rata) and an additional 2.5 days to be taken between Christmas and the New Year (pro rata)

Responsible to: Citizens Advice Plymouth Advice & Gateway Coordinator

Work Base: Cobourg House, Mayflower Street, Plymouth

Closing Date: Friday 15th September 2017 at 9am

Interview date of Tuesday 19th September 2017

Context of Role:

Role purpose

Gateway assessment is the first point of contact for members of the public telephoning the Citizens Advice, contacting us by digital means or accessing face to face debt advice.  An assessor is there to establish what the client’s issue is, ensure that all relevant information is collected, help them resolve the issue whenever possible and provide the best next step. 

Key work areas and tasks: Gateway assessing

  • Work as part of the Gateway Assessor team to ensure that the service is covered on a rota basis.
  • Accept telephone, face to face and digital enquiries
  • Assess clients’ issue by using sensitive listening and questioning skills.  
  • Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using Adviceguide, scripts and any other diagnostic tools, as necessary).
  • Identify and summarise the essence of the problem.
  • Establish what the client wants.
  • 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 the resources of Citizens Advice Plymouth.
  • Provide information and advice from Adviceguide and other authorised advice sources.
  • 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.
  • Record information given during gateway assessment interviews onto Charity log or Petra case recording systems and other systems as appropriate.
  • Be able to gateway for both Advice Plymouth calls and also calls from our Funders line (for example EDF).
  • Responsible for all follow up and customer service feedback.

Research and Campaigns

  • Identify Research and Campaigns Issues
  • Assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channel.

Professional development

  • Keep up to date with legislation, policies and procedures and undertake appropriate training for gateway assessment.
  • Read relevant publications.
  • Prepare for and attend group supervisions/ team meetings / staff meetings / external meetings as appropriate.


  • Use IT for record keeping.
  • Ensure all work conforms to Citizens Advice’s systems and procedures.

Other duties and responsibilities

  • Undertake such other duties and tasks as may lie within the scope of this post.
  • Demonstrate commitment to the aims and policies of the Citizens Adivce service.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

  1. Understanding of, and commitment to, the aims, principles and values of the Citizens Advice service and its equal opportunities policies.
  2. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
  3. Ability to monitor and maintain own standards. Ability to manage time effectively for the purpose of gateway assessment.
  4. Understanding of the main enquiry issues involved in assessing clients’ problems and a willingness to learn and develop skills in main enquiry areas.
  5. Understanding of the issues affecting society and their implications for clients and service provision.
  6. Ability to use IT in the provision of gateway assessments, e.g. basic keyboard / data entry skills / navigation of Adviceguide.
  7. Friendliness, approachability and sensitivity to the needs of others and ability to be flexible and work as part of a team.
  8. Ability to deal with difficult situations and clients who are victims of domestic violence or have expressed suicidal thoughts.
  9. Good communication skills both written and oral.
  10. Understanding of Citizens Advice procedures and the way in which the office works.

CV’s not accepted

To apply please download an application pack please visit our website by clicking apply.