Deciding whether to signpost or refer
This learning looks at the different ways to help a client get support from the most appropriate agency.
ASA Learning Category: Advice Skills
All learning from the Advice skills category
Developing your advising and interviewing skills
What makes for an effective advice and interview session and how best to achieve that? This course offers a structure for interviewing clients and an outline for moving from acknowledging the client’s feelings to dealing with the client’s issue in order to build rapport, stay focused and get the best … Read More
Difficult dialogues: using scripting
This bite size introduces a technique that will help you prepare for those occasions when you have to have a ‘difficult’ conversation with someone you supervise – for instance, when their performance is not up to scratch.
Discrimination : supporting advisers and gateway assessors
This bite size is for advice session supervisors. It gives some ideas on how to support advisers and gateway assessors when dealing with discrimination cases and points out some sources of further help and advice.
Discrimination: why issues are not spotted
This session looks at reasons why possible discrimination issues are not readily picked up by assessors and advisers. It aims to give supervisors an opportunity to consider the next steps for their Citizens Advice office to help in picking up these issues.
Effective casework management
This course equips delegates with the key planning and organisational skills to manage their caseload effectively. Participants will be enabled to set targets, identify deadlines and overcome the difficulties associated with long-term casework. Delegates will explore the issues around shared work on case files, the importance of note taking and … Read More
Effective evidence collection
This e-learning will help you to develop an effective evidence collection system.
Ending an advice interview
This e-learning will help you end advice interviews.
Enquiry areas induction pack
This pack is for anyone who has contact with clients, or wants to know more about the types of problems people bring to local Citizens Advice. At the end of the pack there’s a short exercise to check your understanding.
Essential information questions (EIQ) – Interview Skills
Part of the Adviser Learning Programme. The pack covers areas like: Initial questions to consider for research and campaigns, consumer, debt, housing, benefits and tax credits, some questions to use to find out entitlement to benefits/tax credits. Also covers ending a relationship with clients.