Citizens Advice Oldham
Vacancy Information Pack – Advice Session Supervisor
Maternity cover
Contents
Welcome introduction
3
Summary Terms and Conditions
5
Job Description
5
Person specification
8
Equal Opportunities in Employment policy
9
Notes for completing the Application Form
16
About us
19
Application Form – separate attachment
Equal Opportunities monitoring form – separate attachment
2
Welcome to Citizens Advice Oldham
Advice when people need it – whoever they are…
Thank you for expressing an interest in our vacant post!
Citizens Advice Oldham is an innovative organisation, always looking to address the advice needs of local people.
We’re looking to appoint an experienced general advice session supervisor to join our team who are working hard to
support and develop volunteers in achieving competence in their advice giving / gateway assessment roles.
Our main office is Ascroft Court in the centre of Oldham however we also deliver gateway assessments and advice from a
number of outreach centres including, local libraries, GP practices and children’s centres across the borough. The post
will be based at our central Ascroft Court office, however, if successful in your application, you may on occasion be asked
to support our outreaches.
The following pages in this pack are designed to give you more information about who we are as an organisation and
about the role we’re looking to fill. Important hints and tips: Before completing the application form, please make
sure you fully read all of the attached pages, particularly the guidance notes on how to fill in your application form. You
will not be short listed for interview unless you clearly demonstrate how you meet the requirements of each person
specification point and so we are unable to accept Curriculum Vitae.
The deadline for submitting a completed application form is:
10am on Monday 4th January 2016
Your completed application form should be returned to:
[email protected] / Linda Browne, Citizens Advice Oldham, Ascroft Court, 1 & 2 Peter Street, Oldham,
OL1 1HP
We plan to short list applications the same day and anticipate that interviews will be held on Friday 8th January 2016
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We receive a large response to our job vacancies and so unfortunately, due to our limited resources, we cannot reply to
those who are not short listed for interview. If you have not heard from us within two weeks of the closing date, you should
assume that your application has been unsuccessful.
Thank you for your interest in our service, we look forward to receiving your completed application form.
Yours sincerely,
L. Browne
Linda Browne
General Advice Service Manager
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ADVICE SESSION SUPERVISOR ROLE PROFILE
Date: December 2015
Job title
Advice Session Supervisor
Salary Band:
Scale 4-5 £17161 - £21,519 pro rata (depending on skills and experience)
Reporting to:
General Advice Service Manager
Hours of work:
35 hours per week 6 months Maternity Cover (may be a further 3 month extension)
Role purpose:
To provide, support and supervise an effective volunteer based face-to-face and telephone
gateway and general advice service.
Key areas of work
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.
Key
Responsibilities
Key elements/tasks
1. Learning,
development and
training
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2. Supervising
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advice sessions
and / or
casework
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Identify learning and development needs of designated staff and contribute to the
bureau's learning and development plan.
Contribute to the assessment of competence of designated staff.
Co-ordinate assessment activities and make final decisions on competence.
Manage the practicalities of the advice session and ensure adequate staffing and
resources.
Provide an appropriate level of support and supervision to individual workers depending
on their level of competence.
Monitor the case records / telephone calls of designated staff to meet quality standards
and service level agreements.
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3. Volunteer
supervision
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4. Other Duties
and
Responsibilities
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Ensure remedial and developmental issues are identified and acted on to develop
individuals, improve the quality of advice, and ensure clients do not suffer detriment due
to poor or inadequate advice.
Keep technical knowledge up to date and provide technical support to advisers and / or
caseworkers.
Create a positive working environment in which equality and diversity are well-managed,
dignity at work is upheld and volunteers can do their best.
Participate in recruitment and selection activities as delegated.
Participate in the induction of new volunteers as delegated.
Ensure the effective performance management and development of volunteers through
regular supervision sessions, the appraisal process and learning and development.
Undertake advice work as required.
Keep up to date with Citizens Advice aims, policies and procedures and ensure these
are followed.
Ensure that work reflects and supports the Citizens Advice service's equality and
diversity strategy.
Keep up to date with social policy issues and ensure social policy is promoted and
integrated in a way relevant to the role.
Monitor and evaluate activities appropriate to the role and contribute to the bureau
planning process by providing regular reports and feedback on the areas of
responsibility.
Attend regular bureau and external meetings relevant to the role (staff, team,
management, trustee board, consortium etc).
Work co-operatively with colleagues and encourage good teamwork, clear lines of
communication and common practices within the bureau team.
Abide by health and safety guidelines and share responsibility for own health and safety
and that of colleagues.
Identify own learning and development needs and take steps to address these.
6
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Carry out any other tasks within the scope of the post to ensure the effective delivery
and development of the service.
A job description does not constitute a ‘term and condition of employment’. It is provided only as a guide to assist an
individual in the performance of the job and is not included to be an inflexible list of tasks.
The Citizens Advice service is a fast moving organisation and therefore an employee’s duties may be varied from time
to time. The post holder accepts that they may be asked to undertake any other work or duties as may reasonably be
required within the scope of and commensurate to the nature of the post, as and when required, to ensure the
effective delivery and development of the service.
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ADVICE SESSION SUPERVISOR PERSON SPECIFICATION
Date: December 2015
1
Ability to commit to, and work within, the aims, principles and policies of the Citizens Advice service.
2
A good, up to date understanding of equality and diversity and its application to the provision of advice, and
the supervision and development of staff.
3
Proven ability to give and receive feedback objectively and sensitively and a willingness to challenge
constructively.
4
Ability to monitor and maintain own standards.
5
Ability to communicate effectively verbally and in writing.
6
Demonstrable understanding of the issues involved in interviewing clients.
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Proven ability to manage / supervise others, including ability to recruit, develop and motivate staff.
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Ability to monitor and analyse statistics and check accuracy of calculations.
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Proven ability to supervise and monitor advice work and to maintain casework systems and procedures.
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Ability to research, analyse and interpret complex information and produce and present clear reports verbally
and in writing.
Ability to prioritise own work and the work of others, meet deadlines and manage workload in a busy
environment.
Ability to use IT systems and packages, and electronic resources in the provision of advice and the
preparation of reports and submissions.
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8
Citizens Advice Oldham equality and diversity policy for paid staff
1. Introduction
1.1 Citizens Advice, Oldham is committed to providing a supportive and inclusive culture for:
 all those who need our services
 our volunteers
 our staff and
 other stakeholders.
We recognise the positive value of diversity, promoting equality and fairness, and challenging discrimination.
We welcome our legal duties not to discriminate as a service provider and an employer. We aim to go beyond the narrow
scope of legislative compliance and follow best practice, making equality, fairness and diversity a fundamental part of all
our activities.
We recognise people with different backgrounds, skills, attitudes and experiences bring fresh ideas and perceptions, and
we wish to encourage and harness these differences to make our services more relevant and approachable.
1.2 Citizens Advice Oldham will not discriminate or tolerate discriminatory behaviour on the grounds of race, colour, sex,
gender identity (transgender), disability, nationality, national or ethnic origin, religion or belief, marital / partnership or family
status, caring responsibilities, sexual orientation, age, social class, educational background, employment status, working
pattern, trade union membership or any other irrelevant factor.
2. Scope
2.1 This policy relates to all aspects of work undertaken by Citizens Advice Oldham including employment and recruitment
and selection, meeting clients’ needs and service delivery, dealing with volunteers, suppliers, supporters and other
associated third parties.
3. Legal obligations
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3.1 In valuing diversity, Citizens Advice Oldham is committed to go beyond the legal minimum regarding equality.
The Equality Act 2010 harmonises and strengthens and replaces most previous equality legislation. The following
legislation is still relevant:
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The Human Rights Act 1998.
The Work and Families Act 2006.
Employment Equal Treatment Framework Directive 2000 (as amended).
4. Meeting clients’ needs
4.1 We are committed to treating all clients equally and fairly and to not discriminating unlawfully against them. We will also,
wherever possible, take steps to promote equal opportunity. We will ensure that clients:
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are able to access the service in ways that suit them
are given help that is relevant to their problem and situation
are treated fairly, with dignity and respect, and without discrimination
have their needs listened to, and met whenever possible.
4.2 Citizens Advice Oldham is committed to meeting the diverse needs of clients. We will take steps to identify the needs
of clients in our community and develop policies and procedures accordingly. We aim to ensure that the services we provide
are accessible to all. We will take account, in particular, the needs of clients with a disability (including mental health
problems) and clients who are unable to communicate effectively in English, including those who are deaf who use BSL
and who are hard of hearing. We will consider whether particular groups are predominant within our client base and devise
appropriate policies / procedures to meet their needs. Such groups include: men and women; carers; older people; members
of religious groups; ethnic groups or nationalities and lesbian, gay or transgender people.
5. Employment (paid staff)
5.1 General statement
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As an employer, Citizens Advice Oldham will treat all employees and job applicants equally and fairly and not unlawfully
discriminate against them. This will, for example, include arrangements for recruitment and selection, terms and conditions
of employment, access to training opportunities, access to promotions and transfers, grievance and disciplinary processes,
selections for redundancy, references and any other employment related activities.
5.2 Recruitment and selection
We recognise the benefits of having a diverse workforce and will take steps to ensure that:
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we endeavour to recruit from the widest pool of qualified candidates practicable
employment opportunities are open and accessible to all on the basis of their individual qualities and personal merit
where appropriate, positive action measures are taken to attract applicants from all sections of society and especially
from those underrepresented in the workforce
selection criteria and processes do not unlawfully discriminate
where appropriate and necessary lawful exemption (genuine occupation requirements) will be used to recruit suitable
staff to meet the special needs of particular groups
any third parties acting for Oldham CAB in respect of employment are made aware of the requirements not to
discriminate and to act accordingly.
5.3 Training and development
We will ensure that all employees are encouraged to achieve their full potential. Selection for all training and career
development opportunities will be purely on the basis of merit. Appraisals of performance will be conducted objectively and
on time.
5.4 Meeting individual needs
Citizens Advice Oldham will do its utmost to meet the needs of individuals at work, for example:
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Recognising caring and domestic responsibilities.
Working patterns - wherever possible training courses and meetings will be planned to allow attendance by staff
working non-standard hours / working patterns.
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Disability – reasonable adjustments will be made where necessary to remove barriers and enable disabled staff to
carry out their roles.
Religious practices – time off and suitable facilities for prayer will be provided wherever possible. Requests for annual
leave to celebrate religious festivals will be accommodated wherever possible.
6. Volunteers
6.1 General statement
Volunteers contribute significantly to the diversity of the organisation. They can expect to be treated fairly, with dignity and respect,
and without discrimination. They are likewise expected to treat others fairly, with dignity and respect, and without discrimination.
Due to the restrictions imposed by employment law, volunteers are not entitled to the same rights and protections as employees.
7. Implementing the policy
7.1 Jonathan Yates is responsible for implementing this equality and diversity policy in Citizens Advice Oldham..
7.2 Responsibilities
7.2 All staff, managers, volunteers and trustees will be given a copy of an equality and diversity policy as part of their
induction.
7.2.1 All staff
At all levels of the organisation staff are expected to have read and understood this policy, to ensure they behave in
accordance with its principles and requirements, to encourage the same level of behaviour in colleagues and to immediately
report any breaches witnessed, whenever it is reasonable for them to do so.
7.2.2 All managers
Managers are responsible for promoting this policy and ensuring it is understood and complied with by all staff in their area,
dealing with breaches and complaints (whether reported or not) seriously, speedily, sensitively and confidentially and
contributing ideas for the advancement of diversity principles within the organisation. Managers are expected to be proactive
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in identifying circumstances in which elements of the policy can benefit individual members of staff, and encourage and
support staff in making use of such benefits.
7.3 Conduct and general standards of behaviour:
All staff are expected to conduct themselves in a professional and considerate manner at all times. Citizens Advice Oldham
will not tolerate behaviour such as:
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making threats
physical violence
shouting
swearing at others
persistent rudeness
isolating, ignoring or refusing to work with certain people
telling offensive jokes or name calling
displaying offensive material such as pornography or sexist / racist cartoons, or the distribution of such material via
email / text message or any other format.
any other forms of harassment or victimisation.
The items on the above list of unacceptable behaviours are considered to be disciplinary offences within Citizens Advice
Oldham and can lead to disciplinary action being taken.
Citizens Advice Oldham does, however, encourage staff to resolve misunderstandings and problems informally wherever
possible, depending on the circumstances. However, whether dealt with informally or formally, it is important for staff who
may have caused offence to understand that it is no defence to say that they did not intend to do so, or to blame individuals
for being over sensitive. It is the impact of the behaviour, rather than the intent, that counts, and that should shape the
solution found both to the immediate problem and to preventing further similar problems in the future.
7.4 Complaints of discrimination
Citizens Advice Oldham will treat seriously all complaints of unlawful discrimination on any forbidden grounds made by
employees, volunteers, clients or other third parties and will take action where appropriate.
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All complaints will be investigated in accordance with the organisation’s grievance, complaints or disciplinary procedure, as
appropriate and the complainant will be informed of the outcome in line with these procedures.
We will also monitor the number and outcomes of complaints of discrimination made by staff, volunteers, clients and other
third parties.
8. Monitoring
8.1. Citizens Advice Oldham will monitor and record diversity information about staff and volunteers, including trustees, on
the basis of age, gender, ethnicity and disability.
8.2 Where it is possible to do so, and where doing so will not cause offence or discomfort to those whom it is intended to
protect, we will monitor the sexual orientation and religion or belief of staff and volunteers so to ensure that they are not
being discriminated against in terms of the opportunities or benefits available to them.
We will store diversity monitoring data as confidential personal data and restrict access to this information. Diversity
monitoring information will be used exclusively for the purposes of diversity monitoring and will have no bearing on
opportunities or benefits.
At least once a year, we will monitor all elements of:
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recruitment and selection processes (including profiles of successful and unsuccessful job applicants)
promotion and transfer
training
terms and conditions of employment
take up of benefits (e.g. flexible working requests)
grievance and disciplinary procedures
resignations, redundancies and dismissals.
9. Review
9.1 This policy will be reviewed not less than once a year or more regularly if we identify any non-compliance or problem or
in the light of emerging legislation or best practice that could impact on this policy.
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A report of the findings of the review, based on the data and other information collected and evaluated, will be presented to
the trustee board annually, and appropriate action taken.
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Guidance notes for applicants
Application form
Please complete your application and return it by post or email (as a Word document) no later than the closing date referred
to in the advert.
The application form plays a key part in our recruitment and selection process. We use the information you provide about
your skills, experience, career and education history to decide whether or not to invite you for an interview. It is important
that you complete the application form as fully and accurately as possible, ensuring that you give specific examples which
demonstrate how you meet the essential and desirable criteria for the role for which you are applying.
Disability
Please let us know if you require any adjustments to be made to the application process or would like to provide any
information you wish us to take into account when we are considering your application. If you are selected for interview, we
will ask you to let us know if you have any access needs or may require reasonable adjustments to the interview or
assessment (if applicable) at that stage. Please be assured that we will be supportive in discussing reasonable adjustments
with you at any stage of the recruitment and selection process.
Entitlement to work in the UK
A job offer will be subject to confirmation that you are permitted to work in the UK in accordance with the provisions of the
Asylum and Immigration Act 1996. You will be asked to provide evidence of your entitlement to work in the UK if you are
successful and an offer of employment is made.
Please note that Oldham District CA does not hold a sponsor licence and, therefore, cannot issue certificates of sponsorship
under the points-based system.
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Diversity Monitoring
Our bureau values diversity and promotes equality. We encourage and welcome applications from suitably skilled
candidates from all backgrounds. Monitoring recruitment and selection procedures is one way of helping us to ensure that
there is no unfair discrimination in the way that we recruit people. To do this we need to know about the diversity profile of
people who apply for posts at Oldham District CA. This information is given in confidence for monitoring purposes only and
is not seen by anyone responsible for making recruitment decisions. However, if you would prefer not to answer any of the
questions we ask, please leave them blank.
Information, experience, knowledge, skills and abilities
This is a key section of the application form which allows you to provide evidence of your experience, knowledge, skills and
abilities that are relevant to the role as described in the role profile. Selection is based on an assessment of the evidence
you provide against the requirements of the role as set out in the person specification. It is important that you tailor your
response to clearly demonstrate how you meet each requirement. No assumptions will be made about your achievements
and abilities.
Please provide one example for each requirement. You should choose examples of past experience that clearly
demonstrate what we are looking for, and be precise about what you did, how you did it and the outcome or result of your
actions. Please try to limit your response to each criterion to a maximum of 200 words.
A useful guide might be S.T.A.R:
Specific – give a specific example
Task – briefly describe the task/objective/problem
Action – tell us what you did
Results – describe what results were achieved
Please provide recent work examples wherever possible. However, do remember that relevant examples from other
aspects of your life, for example: voluntary or unpaid work, school or college work, family or home responsibilities, can also
be given.
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Shortlisting outcomes
Shortlisted applicants will be invited for an interview. Some positions may require additional assessments (practical task/test
or assessment centre). If this is the case, further details will be provided if you are shortlisted.
References
All job offers are subject to the receipt of two satisfactory references: One should be from your current or most recent
employer or line manager (if you are employed through an agency), or your course tutor if you have just left full time
education. The other should be someone who knows you in a work related, voluntary or academic capacity. Both referees
should be able to comment on your suitability for the role. References will only be taken up for successful candidates
following interview.
Criminal convictions
Anyone who applies to work within our service will be asked to disclose details of unspent convictions during the recruitment
process.
Having a criminal record will not necessarily bar you from working for us – much will depend on the type of job you have
applied for and the background and circumstances of your offence. However, we are not able to employ anyone with a
conviction for a sexual offence against a child or vulnerable adult, regardless of when the offence took place. All other
convictions will be considered on an individual basis.
A Disclosure and Barring Service check (formerly CRB) is only requested where proportionate and relevant to the post
concerned.
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About us
Citizens Advice Oldham provides free, independent, confidential and impartial advice to everyone on their
rights and responsibilities. We value diversity, promote equality and challenge discrimination.
o
We’re an independent charity which relies on funding and the
support of volunteers to deliver our services to the public.
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We’re a member of the national Citizens Advice organisation, and
part of a network of 338 Citizens Advice offices across the country.
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We’re governed by a Board of Trustees who adhere to specific
Articles of Association, regulated by Companies House and The
Charity Commission.
Our Aims
o
o
To provide the advice people need for the problems they face.
To improve the policies and practices that affect peoples lives.
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Advice, Research and Campaigns
As a service, we aim to help people on all levels, whoever they are. Individual problems are dealt with through face-toface advice, on the telephone, by email, webchat and via self help tools on our website.
We also campaign locally and nationally for improvements to services and the law.
We use the evidence we collect from helping our clients to make a difference for
people who may never come to a local Citizens Advice office, by communicating our
evidence for change to policymakers in government and the wider public and private
sector.
This means a visit to Citizens Advice for one person could lead to a change in policy
or law that will positively affect the lives of many more.
We’re currently highlighting flaws with the current Universal Credit system and the
impact this is having on some of the most vulnerable people. Our impact study this
year has been featured in the Guardian online:
http://www.theguardian.com/society/2015/nov/18/flaws-universal-credit-system-vulnerable-people-penniless-citizensadvice-study?CMP=share_btn_link
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How do we give advice?
Level 1 - Gateway
Everyone who comes to us for help, whether by telephone or in person at
an outreach location, is given a short time limited “gateway” assessment
which is designed to establish the best next step as quickly as possible.
Our trained gateway assessors hold a concise and focused interview to
establish:
 The nature and complexity of the issue/s,
 The individuals’ skills and capabilities in tackling this themselves
 The level of support that might be needed for a positive outcome
(taking the above into account)
 The available knowledge skills abilities either within or outside of the
organisation to provide the most effective resolution – this could include:
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signposting / referring to a specialist agency such as the Jobcentre plus, Firstchoice homes, ACAS, a local solicitor
providing someone with self help information, such as factsheets or letter templates from the Citizens Advice website
Providing a specific one off piece of advice (under supervision) such as explaining a piece of legislation in greater
depth, drafting a letter, or making a telephone call
Making an appointment to see one of our generalist advisers or specialist caseworkers.
Level 2 – General Advice
If a case is referred to our generalist advice team, our generalist advisers explore the issue/s in further detail. They are
fully trained and have a number of resources and national Citizens Advice information systems available to cover a range
of topic areas, including:
Housing, Welfare Rights/Benefits, Debt, Immigration (to OISC level 1),
Relationship/Family and Personal, Consumer, Education.
They research and explain the options available to the individual (where
appropriate) detailing the relative merits and implications of each option, and
confirm the agreed plan of action – always seeking to empower and enable the
individual to use and build their own skills through the course of the advice process.
This couldinclude, for example:
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 Drafting a scripted conversation / letter template, so that the individual can feel
confident in making a telephone call / writing a letter themselves
Explaining legal rights and responsibilities in the context of their issue
Making a telephone call / writing a letter from the service on behalf of the client, if they are unable to or if their
own attempts have been confusing, too distressing, dismissed or ignored.
Level 3 – Specialist Casework
A case which is referred to one of our specialist caseworkers builds on the above approach, however, the technical
complexity of the issue/s usually means that a caseworker’s more specialised skills and knowledge are needed to
advocate and take action on the individual’s behalf. This often includes preparing appeal submissions or court papers
and can include representation at Court or Tribunals.
Our specialist subject areas are currently Housing, Debt and Welfare benefits. If the case is beyond the expertise or
remit of our in-house service (such as where a barrister may be required) we may additionally refer to our national
body’s Specialist Support Unit for further advice or to a barrister, this is usually for exceptional cases which fall within
our Legal Aid Housing contract.
Comprehensive records of each case
Detailed case notes are completed at each level at the end of each interaction with a client. These capture an individuals’
profile, the advice/information provided (fully referenced with the information source) and next step actions and timescales,
and are electronically stored on the Citizens Advice ‘Petra’ case management system.
This enables all our work to be quality assured which is audited against Citizens Advice membership and external quality
standards, and allows us to follow up enquiries where necessary, collect statistics and report on our impact.
Data protection & Information Assurance
The confidentiality of the information we collect is paramount to our service, and is protected at all times. We follow strict
rules in storing and accessing information, and are both legally and through our membership with Citizens Advice, bound
with how the data will be used, and the methods for secure and legal management, accessing and processing of that data.
This means we are unable to share any information with other organisations, even our partners, without our client’s
express permission.
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Quality Standards
The quality of our advice matters just as much as how many people we see.
All our advice is quality assessed through internal quality assurance
procedures and by external audits, either at the generalist level ‘Advice Quality
Standards’ the Citizens Advice membership standards or additionally to
relevant specialist standards – such as the Legal Aid Agency, Solicitors
Regulation Authority and Institute of Money Advisers’.
Our membership audit ‘areas of excellence’ have been outlined as:
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o
o
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The quality of our advice
Team working
Our client centred ethos
Strategic management and networking
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Our Project Work
We’re fortunate to receive a range of funding that allows us to work with specific client groups like people with cancer,
those with ongoing health conditions, college students and tenants within housing associations; we’re extremely grateful to
all our funders and donors for their support:
Macmillan—referrals are made by clinical nurse specialists and focuses on giving advice to people living with cancer and
their families. Two specialist caseworkers are dedicated to this team and it is delivered mostly through appointments in our
central Oldham office and home visits.
Health Project—funded by the Oldham Clinical Commissioning group this project assists those people registered with
an Oldham GP and living with an ongoing health condition. We have three specialist caseworkers working in this team
and the project is delivered by outreach, appointments and home visits. The team also provides consultancy support to
All Age Early Help services.
Oldham College—delivered one afternoon a week at the college this service provides advice specifically for Oldham
College students and faculty members.
Housing Associations— as you may already be aware, we run debt and money management advice sessions at
allocated appointments to tenants of FCHO and Aksa.
Legal Aid Agency – we currently run a Legal Aid housing contract – which means we’re able to provide Legal Aid to
Housing clients across both Oldham and Rochdale, as well as providing Court desk representation on a rota basis.
Money Advice - our debt advice service has continued to grow this year, so that we’re able to help significantly
more clients in managing their debts. Pension Wise advice is also delivered from our central office and Rochdale Riverside.
District partnership outreaches -we also deliver advice across a range of topic areas at various libraries throughout Oldham.
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Who’s who? Our staff and volunteers
We have a dedicated team of paid staff and volunteers, each one committed to dealing with clients with efficiency,
courtesy and above all integrity.
We’re part of a group structure which is made up of a parent organisation Pennine West and has Oldham and Rochdale as
subsidiary organisations; each is a separate charity and separate company limited by guarantee. This means that some
members of our team work for Oldham only, some for Rochdale only and others divide their time across both Oldham and
Rochdale for Pennine West
Pennine
West
Oldham
Rochdale
Combined, we have a total of 66 volunteers and 48 paid staff members (43 FTE).
OUR VOLUNTEERS
Our organisation would not exist without volunteers. We thank each and every volunteer who generously gives their time for free to help
our clients and make society fairer. Whether they provide IT and information assistance, gateway assessments, generalist advice,
administration or work as a trustee, their role is vital and their continued contribution makes a huge difference to many peoples lives.
Gateway Assessors Jennifer Davies, Jane Hawthorn, Maura Farrell, Gary Joyce, Alison Brittle, Alao Adelo, Fariss Aslam, Gergana
Baeva, Win Claber, Catherine Cox, Oksana Drabchuk, Sheila Duggal, Jill Hodkinson, Sadia Mahmood, Tracey Mills, Veronica Reddan,
Angela Thompson, Sarah Yasin, Steve Tighe, David Brittle Trainees Chinyawe Zinyowa, Joan Cunningham, Lindal Warren, Shazna
Mumu, Dawn Whipday, Emma Jones,
Generalist Advisors Gordon Travis, Lesley Treanor, Grant Walker, David Bartlett, Mike Johnson, Barbara Harrison, Val O’Brien
(Rochdale), Trainees Mofiz Ali, Paul Steer, Alan Tongue, Zoe Rigby, Rachael Macfarlane
Administration Pat Griffiths Form filler Sue Warrington IT & Information assistance at FCHO Ed Wood, Mark Platt, Mandy Swaine,
Philip Atholl Scholes, Kirsty Gleeson, Brian Cross, Bikis Begum, Mike Oyameda, Urszula Dziakowska, Janette Quinlan, Jeremy CraigWeston, John Mclaren, Anita Maligi, Nabila Chaudhry, Christine Gregg, Victoria Wilkinson,
Gateway Assessors
Rochdale
Jamila Akhtar (pt)
Iram Kayani (pt)
Generalist Advisers
Supervisors/Trainers
Oldham
Geraldine Johnson
Sabah Noreen
Saima Shezadi (pt)
Oldham
David Marks
Donna Owens
Abi McDonald (fixed term)
Rochdale
Gary Humphreys
Susan Payne
Rochdale
Alicia Boulter
Katy McAuley (pt)
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Debt Caseworkers
Housing Caseworkers
Oldham
Mike Coltman
Stephen Logan
Melissa Stephens
Elaine Riozzi
David Oglaza
Oldham
Ryan Wharmby (Solicitor)
Saima Shezadi (pt)
Rochdale
Samantha Hughes (pt)
Joan Girdwood
Nicola Barrett (trainee)
Anna Rojek (trainee)
Carol Laidlaw
Casework Support Officers
Michelle Musgrave
Robina Munir-Nadeem (pt)
Administrators / Finance
Oldham
Taslima Rahman
Cheralyn Cottam (pt)
Sumreen Koussar (pt)
Rochdale
Rachel Rigby (pt)
John Clarke (pt)
Pennine West
Senior Finance Officer Georgina Watt
Rochdale
Richard Beaumont (Solicitor)
CEO/Managers
Pennine West
CEO Jonathan Yates
Organisational Development Maria
Cuschera
Legal Service Ryan Wharmby
Specialist Service Neil Murray
Generalist Service Linda Browne
Facilities Julian Spencer
Debt Service David Oglaza
Volunteer Development David Marks
Communications Centre Sumera Hussain
IT Simon Lake
Health related Welfare Benefits
Caseworkers
Oldham PCT
Tahra Javed
Wayne Needham
Anne-Marie Sheehy
Macmillan
Steve Lawton
Katherine Tindall
Rochdale
Mental Health Neil Windle
Debt & WB Sairah Parween
Claire Hildreth (pt)
Neil Murray
Trustee Board
Pennine West
Chair Carl Cover
Vice Chair Pauline Rowe
Treasurer Richard Bealing
Governance Champion Helen Lacey
Research and Campaigns Champion
David Robertson
Sally Lawton
Yvonne Lee
Sylvia Rutter
Liz Windsor-Welsh
David Addy
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Who and how we helped in 2014-2015
We help and support anyone who contacts us for help, either directly if the person lives, works or studies in the
Oldham Borough or we will direct to another Citizens Advice office if someone is from outside the area.
Our clients are from all parts of Oldham but the greatest number come from the areas closest to the town centre and
our outreach venues.
In 2014-15 we advised 16,349 (8286 Oldham, 8063 Rochdale) clients with a total of 31,450 problems across a range of issues.
The top 5 being: 1. Benefits and Tax credits, 2. Debt , 3. Housing, 4. Employment, 5. Relationship and family issues
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Examples of issues we help with
BENEFITS
-
Benefit Check
Mandatory
Reconsideration
Appeals
Form Filling
(PIP/DLA/AA)
Universal Credit
Sanctions
ESA
JSA
Tax Credits
DEBT
-
FAMILY
-
Relationship Problems
Children
Living Together
Care Homes
Child Maintenance
Separation
Debt Relief Order
Negotiations with
Creditors
Rent Mortgage Arrears
Bailiff Action
Bankruptcy
Budgeting
Priority Debts
Non priority Debts
-
IMMIGRATION
-
Limited Help Available
Working and Studying
in the UK
Refuges and Asylum
Seekers
Staying in the UK
EU Nationals : Living
and Working in UK
How to become British
Citizen
WORK
HOUSING
Homelessness
Problems with Renting
Tenancies and Tenancy
Deposits
Losing Your Home
Neighbour Disputes
-
EDUCATION
-
Problems at school
Financial Support for
Students
Special Education
Choosing a School
Redundancy
Dismissal
Dispute Resolution
Terms and Conditions
Pay
CONSUMER
-
Used cars
Energy supply
Template letters
Consumer helpline
We look forward to receiving your returned application form!
Facebook.com/oldhamcab
@CABOldham
Youtube.com/CitizensAdvice
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