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Advice worker: Job description and activities

Job description

Advice workers provide free, impartial and confidential advice to their clients on a wide range of issues. Some advice workers offer general guidance in several areas, such as debt, housing, employment, welfare and education, while others specialise in a particular area. Specialists are common in areas which require in-depth knowledge or which service a particular client group. These areas may include immigration, homelessness and drug dependency.

There are usually no restrictions on people who can use the services of an advice worker, although clients will often belong to groups with particular needs, such as refugees or people with disabilities.

Typical work activities

The work of all advice workers is varied, but typically falls into six broad categories:

• information;
• advice;
• referral;
• mediation;
• representation;
• administration.

The activities involved will depend on the kind of advice provided and the seniority of the adviser. But most positions usually involve:

• providing information to clients in person, on the phone and by email;
• interviewing clients;
• researching individual cases, assessing problems and identifying possible courses of action;
• guiding clients to decide on the best course of action based on the information available;
• producing information for publications, leaflets and web pages;
• distributing publicity materials;
• mediating on a client’s behalf, for example, by writing letters, making phone calls or attending meetings;
• referring clients to other sources of help, for example solicitors, social workers or other internal departments;
• liaising with other internal departments and external organisations;
• representing clients in court, at tribunals or disciplinary hearings;
• keeping up to date with appropriate legislation and policies;
• interpreting and explaining legislation, official documents or the content of letters to clients;
• writing reports and compiling statistics;
• providing training or talks to internal staff or external organisations;
• setting up support groups;
• ensuring impartiality and confidentiality when dealing with clients;
• maintaining confidential case records and administrative systems.

AGCAS

Written by Dan Huston, Northumbria University

Last updated:

December 2008

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