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Health and Wellbeing Advisor

Citizens Advice Mid Mercia logo

Salary: £20,253

Hours of Work: 37.5, Monday-Friday, 9-5

Location: Derby City Centre and venues around Derby – however, currently working from home owing to COVID-19 restrictions.

Status: Permanent

Closing Date: rolling recruitment

Interview Date: As soon as possible

Start Date: As soon as possible


Please visit our website to download an application form and job guidance notes here:

Completed application forms are to be sent as soon as possible to: staff@citizensadvicemidmercia.org.uk


The Service

Citizens Advice Mid Mercia delivers a carers service for Derby City Council and Derby and Derbyshire CCG. This service is called Universal Services for Carers. It offers access to support, training, advice and information to help unpaid carers in Derby City in their caring role.


An unpaid carer is anyone who looks after a family member, partner or friend who needs help because of their illness, frailty, disability, a mental health problem or an addiction and cannot cope without their support. ‘Unpaid’ means not providing care as a professional, for example as a community care worker, residential care worker or a nurse. More information can be found here: https://www.citizensadvicemidmercia.org.uk/are-you-an-unpaid-carer/


The aim of the Service is preventative, ensuring unpaid carers do not reach crisis point, keeping them physically and mentally well, and ensuring carers can retain their caring role for as long as possible.


Citizens Advice Mid Mercia provides carers in the City with the following services:

1. Information, advice and guidance – as well as Carers Conversations (the first stage of a Carers Assessment)

2. Training and skills development

3. Well-being support and activities

4. Peer support

5. Carers clinics in conjunction with GP services and drop-ins across the City


The Role

The role of the Health and Wellbeing Advisor is to:

Respond to calls from unpaid carers through the service’s help-line and action referrals from partner organisations.  This will include assessing the needs of unpaid carers and then providing appropriate information, advice and guidance and/or signposting/referral to appropriate internal/external services.

Undertake Carers Conversations with unpaid carers. A Carers Conversation is a one-off, pre-booked appointment providing an opportunity for unpaid carers to discuss their circumstances and consider what support options are available for them.  A Carers Conversation may lead to a more formal Carers Assessment to be completed by Derby City Council. Currently, these are being completed remotely.  However, once restrictions allow these may be delivered face-to-face at a range of venues across Derby city.

Full training will be provided to the successful candidate upon joining.

The specific aspects of the role are as follows:


Initial Assessment -


  • Assess client enquiries using sensitive listening and empathetic questioning;
  • Conduct assessments over the telephone or face-to-face;
  • Identify and summarise the essence of the client’s issue/s;
  • Identify key information about the issue/s, including time limits, key dates and any requirement for urgent advice or action (using agreed procedures and any other diagnostic tools, as necessary);
  • Assess and agree the appropriate level of support, taking into consideration the client’s ability to take the next step themselves, the complexity of the issue/s and the Services’ resources;
  • Refer/signpost clients appropriately (both internally and externally) to suit client’s needs following agreed protocols, including managing expectations and informing clients of what to do/expect;
  • Accurately record details of the assessment and next steps onto the organisation’s case management system, Casebook.


Conducting ‘Carers Conversations’ -


  • Conduct Carers Conversations with clients using sensitive listening and empathetic questioning so as to provide clients the space and time to explain their needs and empower them to set their own priorities;
  • Conduct Carers Conversations over the phone and face-to-face at a range of community venues, including GP Practices and carers’ homes;
  • Research and explore other potential services that may benefit clients;
  • Refer internally or to other specialist agencies as appropriate;
  • Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.


Professional development -


  • Keep up to date with legislation, policies and procedures and undertake appropriate training;
  • Prepare for and attend supervision sessions/team meetings/staff meetings/external meetings as appropriate.


Administration -


  • Use of various IT packages for record keeping and communication and document production;
  • Ensure all work conforms to CAMMs’ systems and procedures;
  • Analysis of client data and production of monthly and quarterly reports summarising contacts to the Service.


Other duties and responsibilities -


  • Undertake any other duties and tasks as may lie within the scope of this post, including supporting the Autism Advice Helpline as and when required.
  • Demonstrate commitment to the aims and policies of the Carers Service;
  • Abide by safeguarding, GDPR, and health and safety guidelines and share responsibility for own safety, that of colleagues and clients.


Person Specification


  • Experience of providing advice or information through various channels.
  • Experience of working in a customer/client focused role
  • Excellent verbal and written communication skills;
  • Experience of managing time, against competing priorities and a varied workload with the ability to monitor and maintain service delivery against agreed targets in a busy environment;
  • Proven ability to use a variety of IT/digital systems and packages
  • Ability to successfully work as part of a team
  • Experience of delivering services in compliance with GDPR and data protection legislation.
  • Commitment to Citizens Advice Mid Mercia’s Core Values
  • Driving Licence and access to own transport.


  • Experience of supporting and understanding the needs of unpaid Carers;
  • Good understanding of the Care Act 2014 and how it relates to the rights of unpaid Carers;
  • Ability to analyse data and produce monthly and quarterly reports to aid in the monitoring of the service.


Want to chat about this role?

If you want to chat about the role further, you can contact Ashley Canner on acanner@citizensadvicemidmercia.org.uk

In accordance with Citizens Advice national policy, the successful candidate may be screened by the DBS.

Probation Period

6 months – with possible extension if performance review is required.



25 days annual leave plus bank holidays pro rata.

Up to 5% pension contribution.

In line with government and health regulation and changes, we regularly update our COVID-19 safety measures within the offices, for our services, and for enabling staff to work from home.

Access to a wide range of training and personal development opportunities

Positive Employment

A criminal record will not necessarily be a bar to you being able to take up the job.

We welcome applications from people with disabilities.


Our CORE values

Communicate: We will be consistent, positive, passionate, and listen.

Ownership: We will be accountable, make a difference, meet deadlines, keep promises and have solutions.

Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and stand for equality.

Effective: We will deliver quality, focus on detail and be professional.


Overview of Citizens Advice Mid Mercia

Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members.

Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support and advocacy services. Services are delivered across South Derbyshire, Derby City, East Staffordshire (Burton-upon-Trent and Uttoxeter) and Tamworth.

Citizens Advice Mid Mercia has over 60 members of staff and many volunteers delivering services from four main offices and community venues.