• Working in the Adult & Housing Services Directorate in Homeless section within the local authority.
• Receiving referrals and working with a broad client group to maintain and support tenancy applications
• Assisting clients to identify and prioritise debts and make appropriate referral to specialised agencies as appropriate.
• Maintaining confidentially at all times relating to cases.
• Responsible for the safekeeping of valuable documents.
• Assisting clients with related other problems where they are an integral part of case.
• Conduct 1-2-1 interviews with clients and completing assessments and advising on available options open to them with their housing issues.
• Updating relevant databases with information gathered as well writing reports and gathering statistical data to provide reports the Council and other agencies.
• Providing accurate information to clients and keep up to date on legislation, case law, policies and procedures and deliver training where necessary.
• Attending home and outreach appointments.
• Carrying out Risk Assessments prior to home visits

• Supported the Centre Manager to achieve and exceed monthly targets.
• Motivated and assisted clients with their jobsearch, advised on application forms, CV’s and letter writing.
• Represented the organisation to external partners and companies I liaised with various Training Providers, Employers and the Employment Services.
• Responsible for finding work placements for clients and was involved with the Health & Safety vetting process including site visits prior to client placement.
• Managed the reimbursement of client travel expenses, completed petty cash and cheque split returns documents, collated and completed numerical data on a weekly and monthly basis.
• Managed and monitored office diaries and schedules, dealt with sensitive and confidential correspondence, created and processed documents and invoices and analysed information.
• Dealt with enquiries both in person and via the telephone.
• Responsible for the reception area duties included greeting visitors, booking office space, answering and transferring calls and operating a franking machine.

• Worked on a peripatetic basis across Northumberland on Jobcentre Plus/ESF contracts.
• Managed a caseload of clients on programme.
• Liaised with professional agencies to establish, facilitate and maintain referrals onto programmes.
• Interviewed, evaluated, motivated and assisted clients to access employment and training opportunities.
• Provided Information, Advice and Guidance to clients on their most appropriate options.
• Prepared individual tailored client action plans and progress reviews, also reports and feedback to referral sources on client progression.
• Monitored marketing campaign and completed analysis in reports of the programmes.
• Responsible for Health and Safety, Risk Assessments and ensuring a quality service at all times.
• Attended Jobcentre Plus Communication Meetings and represented the Company at development meetings with other agencies.

• Delivered against individual Key Performance Indicators as set by Service Manager
• Provided money, welfare, debt and finance advice to clients in the agreed geographic area(s) on a one-to-one outreach basis
• Signposted individuals to specialist legal and or other advice provision where an issue falls beyond the remit of the service or requires additional specialist knowledge and expertise
• Monitored the progress of clients and their cases, by making follow-up calls and appointments
• Maintained accurate records of all advice sessions and case-work
• Completed all relevant paperwork and administration, within all deadline times as stipulated by Service Manager
• Ensured client confidentiality was maintained at all times and consent was obtained before information was divulged to any third party
• Engaged daily with local delivery ‘centre’ staff to ensure that clients got referred and appointments booked in advance of advice sessions
• Engaged financially excluded clients in the Legal Services Commission outreach advice service including the delivery of presentations and advice surgeries at various locations, ensuring the 'hardest to reach' are engaged in the project.
• Provided Money, Welfare, Debt and Finance Advice to clients on a one-to-one outreach basis.
• Signposted individuals to specialist legal and or other advice provision where an issue falls
beyond the remit of the project or requires additional specialist knowledge and expertise.
• Advocacy on behalf of the client with professional agencies.
• Monitored the progress of clients and their cases.
• Maintained accurate records of all discussions, meetings and advice sessions
• Produced reports and participated in meetings requested by the Supervisor, Operations Director and the Legal Services Commission, including all appropriate contract and quality review meetings.

• Employed on an ESF project to assist customers with various levels of expertise needed to return to sustainable employment.
• Managed and profiled contracted numbers to various Contractors across the Northumbria District.
• Ensured that Starts to Job Outcomes were maximised.
• Contract managed a portfolio of training providers.
• Assessed and agreed provider profiles forecasting delivery outcomes.
• Monitored provider delivery performance in accordance to risk banding system.
• Adjusted volumes and values to reflect provider performance within overall allocation.
• Educated and supported providers with paperwork submissions.
• Monitored Provider development plans in conjunction with assurance division.
• Supported providers with marketing campaigns and capacity building development.
• Delivered presentations to groups of providers on new contract requirements.
• Facilitated workshops to aid provider development and understanding.
• Promoted and represented A4e as required.
• Supported senior management on JC+ contract reviews.

• Worked with customers who have volunteered for programme to identify, source and successfully match customers to employment, training and education opportunities, with the aim of helping customers secure sustainable employment.
• Used empathy and diagnostic questioning to establish rapport and identify customer needs and barriers
• Worked with Customers and Personal Advisers to develop effective personalised programme of interventions for individual customers
• Directly deliver employment support, including job search guidance, soft-skills development, motivational sessions and other appropriate support
• Organised additional support to meet customers’ job goals, with agreement of Service Managers
• Liaise with Employment Engagement team to source suitable sustainable employment opportunities for customers.
• Devised and delivered appropriate in-work support for customers and employers to help sustain employment
• Achieved contractual outcome targets for job outcomes and sustainability
• Developed appropriate links with other local provision and services where appropriate
• Updated customer database records in a timely and accurate manner
• Ensured that all relevant documentation was completed correctly and in line with contractual deadlines and standards.
• Had a sound knowledge and understanding of the contractual requirements.
• Maintained relationships with stakeholders, sub contactors and local employers to maximise customers’ opportunities for finding employment
• Liaised with senior Managers to keep abreast of information pertaining to the risk assessment framework and public procedures in placing customers into employment and training

• Informed and advised adults on all matters relating to learning and work, including employment, education and training opportunities.
• Provided adult clients with additional information on financial and welfare issues relevant to the above and/or refer to other appropriate agencies for this information as necessary.
• Undertook group sessions to adults on topics linked to learning and work.
• Helped to maintain an information point comprising of careers and other relevant information, both in hard copy and on computer.
• Contacted local opportunity providers, in person or by telephone, to obtain local information on learning and work opportunities and to promote the work of the service.
• Assisted in monitoring the service provided.
• Maintained accurate computer and paper systems to allow performance to be measured against the Guidance Council’s Quality Standards for Learning and Work (Matrix) and the National Framework’s Principles of Coherent IAG Service Delivery and undertake statistical quality checks.
• Developed and maintained links with local organisations that provided information, advice, guidance and related services to adults and acted as a referral/advocacy point for clients. This involved representing the company, Nextstep partnerships or specific projects at meetings with local agencies.

• Delivered Next Step/ Careers Advice Plus contracts regionally across 4 counties Northumberland, Tyne & Wear, County Durham and Teesside.
• Advised adults on all matters relating to learning and work, including employment, education and training opportunities.
• Undertook group sessions where appropriate to groups of adults on topics linked to learning work.
• Compiled with quality standards – Matrix
• Excellent performance of Key Performance Indications and achieving targets
• Ability to prioritise a high number of tasks at any one time
• Knowledge of Labour market trends and the requirements of client group.
• Recorded information to support the management of their cases and to provide related management information.
• Promoted inclusion, equality and diversity for the benefit of the client group.
• Attended networking events and meetings with partners & providers as well as clients.
• Maintained links with local organisations that provide information, advice, guidance and related services to adults and act as a referral/advocacy point for clients.
• Represented the company, IAG partnership or specific projects at meetings with local agencies.