Crisis Support Adviser

Working in Partnership with Foodbanks to Help Those in Need 

The Service

Citizens Advice East Berkshire, Bracknell Foodbank, Crowthorne and Sandhurst Foodbanks and the Trussell Trust have come together to deliver free advice service for people struggling to afford the basics. Operating in Bracknell and Crowthorne the adviser will offer personalised advice and support to help address the underlying causes of the hardship, maximise people’s income, and work with clients to reduce their reliance on crisis support.

The aim of the service is to help people or households facing hardship to maximise their income. Our advisers also help to identify the need for wider advice (such as debt, immigration, or housing, for example) directing people to specialist onward support. By addressing the underlying causes of the hardship, we hope to reduce the need for food bank support.

Crisis Support Adviser

The Advisers will work with colleagues in Citizens Advice East Berkshire and Bracknell and Crowthorne Foodbanks with support from our Supervisors, have access to our wealth of resources, and will be an integral part of the Citizens Advice East Berkshire team. As such, you will be invited to participate in regular briefings, team meetings and training opportunities.

We are advertising for a full-time position but would be open to a combination of part-time hours for suitable candidates. This role is predominantly working from Citizens Advice East Berkshire Offices and Bracknell, Crowthorne and Sandhurst Foodbank Collection Centres but some hybrid working will be possible. We will provide a suitable laptop, telephony, and headset. This role will be for up to an initial 12-month contract with the potential to be extended.

The closing date for this role is 5th July 2023 at 23:59. Applications will be reviewed as they are received so we’d love to hear from you as soon as possible!

Key Details:

Location: Citizens Advice East Berkshire Offices and Bracknell and Crowthorne Foodbank Collection Centres (some hybrid working is possible)
Hours: Full-time 37 hours per week
Salary range: £24,000 per annum
Type of Contract: One-year fixed term (with strong likelihood of extension)

The Role: Crisis Support Adviser

Our Advisers support clients with income maximisation advice and support. This includes:

  • An offer of a comprehensive benefits check, exploring the range of available state entitlements
  • Identification of emergency issues and advice on how to move forward with those emergency issues.
  • Identification and assessment of eligibility for grants and other one-off support, signposting to local Citizens Advice or other agencies for more localised grants that may be available.
  • Determination of whether a food bank referral is needed by establishing that the client is unable to afford food as part of the advice interview, if required, an e-referral will be made to the local food bank.
  • An initial assessment of wider advice needs, client offered information and, where required, advice. If further advice, follow up or casework is required, the adviser would identify an appropriate agency and signpost for onward support (this may be a local office or another specialist advice provider).

Main Duties and Responsibilities

Activities and Tasks 

  • Deliver advice, information through telephone and other appropriate digital channels to clients calling from throughout England and Wales.
  • Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to address their problems.
  • Research local solutions and Issue food bank voucher using Trussell Trust’s systems (training provided)
  • Use Language Line interpreting services when required.
  • 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.
  • Refer internally or to other specialist agencies as appropriate.
  • Ensure that all work conforms to Quality Standards
  • Accurately input case records in the Case Management system for the purpose of continuity of case work, information retrieval, and monthly reporting of statistical data
  • Participate in team meetings and team chat with other remote workers.


  • Identify campaigning issues of direct relevance to the client group, using evidence to plan and coordinate campaigns for presentation at local level.
  • Liaise with Citizens Advice and/or other agencies to take concerted action on issues and attend when required relevant meetings.
  • Liaise with key stakeholders to develop and highlight work of the project.


  • To work in partnership with key internal and external stakeholders (Bracknell and Crowthorne Foodbanks, National Citizens Advice, Trussell Trust and other local food banks nationwide)
  • To cultivate good working relationships with statutory and voluntary agencies.
  • Provide feedback and updates on client casework and action plans as required.

Join Our Team: If you’re ready to make a positive impact in your local community, apply now to become our Crisis Support Adviser.

To Apply: After reviewing the Job Description and Information Pack, please send your CV and a cover letter outlining your suitability for the role to

The closing date for this role is 5th July 2023 at 23:59. Applications will be reviewed as they are received so we’d love to hear from you as soon as possible!

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK.

Please also note, in the event of a high number of applications, we reserve the right to close the application early.

Citizens Advice East Berkshire is an equal opportunity employer. We welcome applications from all qualified individuals regardless of race, ethnicity, gender, sexual orientation, disability, religion, or age.

Crisis Support Adviser Job Description (June 2024)

Job Application Form (June 2022)

Diversity Monitoring Form (June 2022)

Application Pack (May 2022)

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