- Advise clients on all benefit entitlements.- Accepting referrals to the project from other departments in regards to key areas and undertaking all related case work on behalf of clients related to the same.- Pro-actively implementing strategies to ensure that the project remit is met by targeting the beneficiary groups effectively and appropriately.- Interview Clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.- Use the Citizens Advice Information System to find, interpret and communicate the relevant information.- Research and explore options and implications so that clients can make informed decisions.- Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.- Negotiate with third parties such as statutory and non-statutory bodies as appropriate.- Have experience in referring cases internally or to other other specialist/external agencies as appropriate.- Assisting the Bureau Trainer to deliver training when required in regards to the key areas.- Ensure that all work conforms to the bureau’s Office Manual and Quality Standards at the appropriate level.- Have experience of capturing data, maintaining and producing detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

- Drafting statements on behalf of clients. - Assisting in tribunal matters for clients and colleagues.- Researching potential effects of benefits/universal credit when rolled out- Interviewing clients - Analysing healthcare reports, medical records and DWP decisions - Drafting reports about clients healthcare history, medication, disagreements with DWP's decisions etc.- Drafting letters and electronic communications with clients, DWP and the Tribunal service.

- Advising clients on a number of different issues. Issues such as family disputes, immigrations concerns, consumer queries and benefits, these are just some of the areas I have been able to hone my negotiation and advising skills. - Producing summary reports on each client I advise to ensure that other advisors within the bureau can pick up from where I last advised or if the client has any follow up queries. - Working with the in-house computing programmes which allows reports to be made, provide advice on various areas clients may have and also utilising recommended online programmes, I use these to enable myself to fully immerse myself within that environment.- Also assist clients in completing forms with regards to benefits/legal/employment etc. Often requiring long sessions to complete, more than willing to put in the time to alleviate their concerns.- If there are any areas of contention, in rare cases I will escalate this to more senior members of the bureau.- Taking phone enquiries and dealing with them then and there. However, if the issue is something outwith my hands, I will refer them to a number of different agencies and specialists that could handle their enquiry in more depth and expertise.- Liaising with specialists to update them on the client that they have been referred, and assisting them in providing clients with the best advice and outcome possible. - Respecting clients privacy and understanding their needs was the most important aspect. My aim was to empower clients, providing them with the best advice possible, whilst also maintaining their dignity and the sensitive nature of their situation.