Assessors – WebChat, Telephone & f-2-f Debt
WebChat, Telephone & face-to-face Debt assessors carry out an initial assessment to decide the best next steps for clients – do they need information, an advice interview, or can another agency help them better?
This is a dynamic and focused role. As an Assessor you will:
· Greet clients and explain the assessment process
· Explore the client’s problem(s) and situation
· (debt only) Use the online debt assessment to explore the client’s problem(s) and situation and record their information
· (debt only) Input incomes and expenditure detail
· Assess the risk/urgency of the client’s issue and their ability to deal with the problem themselves
· Identify the next step that needs to be taken
Help prevent future problems for wider society by identifying issues that affect a lot of our clients
· Summarise the content of the interview for the client and explain what happens next
· Ensure clients know that they can get back in touch if necessary
· Book appointments (where relevant), signpost & provide information
· Update the database, completing the assessment screens
Specific qualifications or experience are not required to train to be an Assessor.Citizens Advice has a wide range of assessors.You need to:
· Be good at listening
· Have good diagnostic and research skills
· Have a good manner when talking to people via telephone, WebChat & face-to-face.
· Have basic computing and math skills
· Be open minded and non-judgemental
· Enjoy helping people
We expect our Assessors to commit to a minimum of 2 x 4 hour sessions per week, both while training and assessing. The initial training period takes approximately 8-12 weeks and in this time, you will observe and participate in telephone and WebChat assessments, as well as using self-study packs to increase your understanding of the role.