North Dublin MABS CLG Hiring For Helpline Adviser at Dublin, County Dublin Full Time

North Dublin MABS
Money Advice & Budgeting Service

Helpline Adviser

Candidate Information Pack

Funded and supported by the Citizens Information Board 2023

HELPLINE ADVISER – Contents

MABS Service Offer – Page 3

Job Description – Page 4

Person Specifications – Page 5

Required Competencies – Page 6

Terms and Conditions – Page 8

How to Apply – Page 9

MONEY ADVICE & BUDGETING SERVICE

The Money Advice & Budgeting Service is a free, independent, confidential and non- judgmental money advice and budgeting service for all members of the public. MABS primarily works with people experiencing over-indebtedness. MABS Helpline Advisers work with clients who may have difficulties with a wide range of personal debts including, utility and rent arrears, personal loans, mortgages, credit card debt, catalogue debts, debts to legal moneylenders and hire purchases.

The MABS Helpline is a gateway to the MABS Service, by making warm referrals to offices as appropriate to callers.

MABS Helpline acts as the gateway to advice under the Abhaile scheme, which provides vouchers for clients to see Personal Insolvency Practitioners, Legal or Financial advisers.

The Role

The Helpline Adviser will provide a free, independent, confidential money advice service to those who are experiencing, or who are at a risk of, over-indebtedness including mortgage debt, through the provision of the money advice and assessment process to develop practical money management plan or referral to appropriate MABS or other relevant services.

Applicants

If you are interested in working within a dynamic helpline environment engaging with people from diverse backgrounds who are experiencing difficulty with debt we would welcome your application for the position of Helpline Adviser with our service.

Helpline Adviser – Job Description

Reports to: Helpline Manager

Key Responsibilities:

• To advise Clients in a non-judgemental, impartial and professional manner
• To respond to requests for information and advice in relation to consumer debt and to advise clients who are experiencing or at a risk of over-indebtedness, in order that they are able to make informed choices
• To respond to requests for advice from those in mortgage arrears, including late stage mortgage arrears.
• To access information from appropriate and relevant sources
• To assist/support clients in self-advocacy
• To refer clients to local MABS services, Dedicated Mortgage Arrears MABS services and/or other agencies where appropriate
• To operate systems for monitoring and evaluating the service through the maintenance of complete and accurate records and collection of statistics
• To keep up to date with relevant legislation, best practice, policies and practices in the area of money advice, information giving and helpline services
• To attend training courses, seminars and conferences as may be directed by the

Manager

• To contribute to the general wellbeing of the team and act as a mutual support for its members
• To assist the Helpline Manager in the development, implementation and co- ordination of policy, best practice and procedures within the context of the aims and objectives of the MABS service and to cooperate with the MABS Helpline Manager in the preparation of reports, submissions and policy work
• To participate in the development and delivery of strategies to promote the range of

MABS services through the use of local media, literature, exhibitions and other appropriate channels

• To perform other duties, appropriate to the role, as may be required by the Helpline

Manager.

Helpline Adviser – Person Specifications
Minimum Educational Qualifications and Work Experience:

• Hold a recognised third level qualification, at a minimum of Level 6, on the National

Framework of Qualifications, preferably in customer services or debt advice area.

• 2 years relevant work experience in one or more of the following areas; customer services or consumer debt advice.

Essential Knowledge, Skills and Experience:

• Previous experience of interfacing with clients in an environment where customer service is a core value (ideally in a frontline service, customer service help-line or call centre environment)
• Excellent interpersonal skills and in particular, verbal communication skills
• Developed problem solving and numeracy skills
• Strong organisational skills, focusing on timely delivery of objectives and target linked priorities.
• Excellent I.T skills
• Proven ability to plan and coordinate tasks with the primary emphasis on resolution of clients’ issues
• Ability to deal with issues in a confidential, non-judgemental and sensitive manner, in compliance with all statutory data protection requirements
• Ability to follow process and to work with limited direction and minimal supervision.

Advisors will be required to follow tried and tested procedures in a client focussed and compassionate manner

• Flexibility to respond to and deal with a broad range of issues
• Ability to influence others and ability to build effective working relationships with client and other agencies
• Customer orientation that enables the Helpline Advisor to meet or exceed the immediate and long term clients’ needs through delivery of a high quality professional service

Desirable Knowledge, Skills and Experience:

• Assertive but sympathetic personality with ability to deal with difficult situations
• High levels of personal motivation with a Team oriented focus and supportive of other members of the team to ensure that team goals / targets are achieved
• Experience of working in an environment where confidentiality must be applied and maintained
• Experience of working with callers in stressful situations

Successful Candidate will:

• Be committed to the provision of a free, confidential, impartial and independent money advice service.
• Have a knowledge and understanding of the Money Advice and Budgeting Service.
• Available to work within the Helpline service hours, Monday to Friday 9am to 8pm

Helpline Adviser – Required Competencies

Competency Indicators

C1 Ability to explain, advocate and express facts and ideas in a convincing
Effective way.
Communication Listens to customers and seeks to identify and meet their needs.
& Interpersonal Expresses self clearly and confidently in oral communication
Skills Relates well to a wide range of customers from diverse backgrounds and particularly understands people experiencing difficulty coping with their situation.

• Builds and maintains good working relationships with colleagues and other external stakeholders.
• Is an effective team member and collaborates, supports and works effectively with colleagues and management to achieve organisational goals.

C2 Is responsive to client needs reacting quickly and delivering a quality
Quality Client end service.
Service Demonstrates a clear commitment to organisational protocols on
quality and client service including policies, procedures and reviews.

• Deals with all people in a helpful and professional manner, displaying empathy, diplomacy and tact particularly in difficult situations.
• Builds client and stakeholder confidence in the service provided by continually seeking to meet expectations and improve the level of service offered.

C3 Inputs and maintains complete and accurate records of casework in a
Case File Case Management System complying with all relevant organisational
Management & policies and Data Protection legislation.
Organisational Organises and prioritises workload effectively through, appointment skills. scheduling, meeting deadlines and time management.

• Provides accurate and timely reports to management on activities and updates statistical reports as requested.

Competency Indicators

C4 Effectively deals with a wide range of information sources,
Analysis & investigating all relevant issues.
Decision Confidently analyses and assesses a client’s personal financial
Making situation.

• Identifies gaps or anomalies in social policy and assists with the preparation of reports and submissions.

C5 Knowledge and experience of over-indebtedness, its causes and
Specialist effects and the money advice process. knowledge & Knowledge of the legislative, policy and regulatory framework in
Self- relation to consumer debt.
Development Develops and maintains skills and expertise to perform the role effectively e.g. relevant software and IT systems, organisational policies & procedures and the relevant legislative, policy and regulatory framework.

• Constantly learns from experience and takes the initiative to develop new skills and expertise through research, learning and training.
• Shares work-related knowledge and expertise with colleagues.

Helpline Adviser – Terms and Conditions
This is a Permanent position, subject to satisfactory completion of a six-month probationary period. The period of probation may be extended at the discretion of the Helpline Manager.
The successful candidate will be available to work 17.5 hours per week (part time). There will be a requirement to work evenings and some unsocial hours.

Location: Blanchardstown, Dublin 15

Hours: 17.5 hours per week on a shift basis between 9am and 8pm, Monday to Friday.

Full Time Salary: Salary range of €32,995, €35,219, €36,906, €38,533, €40,734,

€42,326, €43,943, €45,429, LSI 1 €46,923, LSI 2 €48,323 – Pro-rata for part time staff

Incremental Credit: It is expected, that all new entrants to MABS will be appointed at point one of the salary scale however the Money Advice & Budgeting Service operates an incremental credit process for appointments higher than point one. This process is applicable to all new entrants into MABS.
Incremental credit criteria, based on the competencies for the role, are assessed against employment history as laid out in the application form only. A request for incremental credit from a successful candidate must be made within the first 3 months of employment. This process is subject to funding.

Pension: A company pension scheme is in place, and membership is obligatory upon commencement. Employee contribution; 5% of salary, Employer contribution; 7% of salary.

Full Time
Annual Leave: Calculated on a pro rata basis for part year and part time as follows:
25 days
After 5 years’ service = 28 days

Full Terms and Conditions are contained in the MABS Staff Handbook which is issued with and forms part of an employee contract with the Money Advice & Budgeting Service (MABS) companies.

Helpline Adviser – How to Apply

• A relevant application form can be accessed at www.mabs.ie
• Applicants must meet the minimum criteria for the role set out in the person specification and possess all required competencies and will be shortlisted solely on the basis of information provided in their completed application form.
• Please contact [email protected] if you have any special requirements in relation to completing the application form.
• Closing date: 5.00pm on Monday 16th October 2023
• Please email application form to: [email protected]
• Successful applicants may be required to complete an assessment on the day of interview, which may be an IT or written skills test, case study and or presentation, you will be advised in advance.
• A panel of qualified candidates may be formed from which temporary part-time

Helpline posts which arise in a specified period, up to a maximum of 12 months, will be filled. Posts will be located in the MABS National Helpline office in Blanchardstown.

• For information on how your personal data will be used as part of this process please refer to our Data Protection Notice for Job Applicants, available at the following link: http://www.citizensinformationboard.ie/en/data_protection/mabs.html

Money Advice & Budgeting Services are equal opportunities employers.

Job Types: Permanent, Part-time
Part-time hours: 17.5 per week

Salary: €32,995.00-€48,323.00 per year

Benefits:

• Bike to work scheme
• Company pension
• Employee assistance program
• On-site parking
• Sick pay
• Wellness program

Schedule:

• Day shift
• Holidays
• Monday to Friday
• No weekends

Education:

• Advanced/Higher Certificate (required)

Experience:

• Customer service and/or Debt Advice: 2 years (required)

Work Location: In person

Application deadline: 14/10/2023
Reference ID: Helpline Oct 2023
Expected start date: 14/11/2023