Meet the Team - Supervisors
In this blog, we meet our supervising team Tansy, Andreas, Justyna and Derek.
How long have you been here for:
Tansy: 7 years
Andy: 9 years
Justyna: 15 years
Derek: 9 years
Job title:
Tansy: Client services team leader.
Andy: Advice session supervisor.
Justyna: Advice Session Supervisor
Derek: Volunteer advice supervisor
What would you say to someone who is nervous about getting help?
Tansy: Our team is very friendly and non judgemental and willing to listen. You're in safe hands and we will do what we can do to support. There is almost always an option.
Andy: Just come and speak to us. We don't share anything and we’re completely independent.
Justyna: That we are here to help and support them the best we can, either by providing clients with practical assistance or empowering the client to take action themselves if they have a capacity to do that on their own.
Derek: Everything is confidential, It's only our private discussion unless you choose otherwise. It's just to let us know what you're concerned about.
What is one thing that you wish more people knew we could help with?
Tansy: income maximisation that goes beyond benefits,
Andy: Housing and employment
Justyna: We are coming across quite a lot of clients not being aware that they could qualify for Attendance Allowance or Pension Credit.
Derek: Just the scope of what we cover, the breadth of advice that we cover. I'd advise that you come and speak to us earlier!
What does a typical day look like for you?
Tansy:
There is no typical day for me!
Debriefing team of anything of to be aware - so if there are any changes with staff
Monitoring queue and supporting staff. I take calls myself when it gets busy.
1 to 1s with my team
I attend meetings regularly. I recently attended an event based on supporting clients with sight loss, sensory issues and a loss of hearing. I also attend Council events such as the recent Pension Credit event at Leigh Life Centre.
Quality checking - Each of our cases get checked to make sure we are providing the best advice and meeting GDPR requirements.
Andy:
The supervisors are on a rota to switch between tasks. So some days I mentor new volunteers so they get the training they need to be able to advise alone, and some days I am working with the advisers to provide support.
Justyna:
Depending on the rota: Drop in supervision or AL supervision
Supporting advisers via Advice supervision chat and directly
Case notes checking, both drafts and daily sense checks
In depth checks for both face to face and phone cases
Mentoring new trainees on drop in/ full advice session mentoring
Stepping in to provide advice to clients when needed, both at drop in and on AL
Derek:
I volunteer on Wednesdays and Thursdays. In the morning, I supervise the drop in service, and then in the afternoons I have appointments with clients.
What do you enjoy the most about working for Citizens Advice?
Tansy: I love supporting the team and seeing them succeed. Clients have complex queries and my staff are able to respond quickly.
Andy: Helping people and working with people who are like minded - we all started here because we want to help people.
Justyna: Helping clients with their issues and knowing it made a difference for them. Supporting our advisers with researching information/advice for the clients. Working as a team to make things better for our clients and community.
Derek: The people! Both employees, volunteers and clients. Its such a mix of the people and personalities. It's what makes our organisation work. I’ve been working and volunteering for 47 years so I’ve been evolving through the people I work with.
What do you like to do outside of work?
Tansy: I love to go to concerts, I play video games - my current one is Ghost of Tsushima. I learnt to crochet in lockdown so I keep learning with that, and I’ve recently joined the National Trust so that I can go on walks with my husband and my kids.
Andy: I like to spend time with my cats, Eddie and Sooty. I love to listen to music. My favourites are Aerosmith and Queen - depending on my mood.
Justyna: I love to spend time with my family, walking, hiking and travelling/visiting interesting places in general. I like reading (both fiction and nonfiction) and watching documentaries. I have been to several P!nk concerts and she is always amazing.
Derek: I cycle in my spare time, and like to garden. I love to get away on holidays and go to concerts. My last concert was folk and classical. It was harpist and fiddle folk themes but classical training.
What do you think are the best qualities of an adviser?
Tansy: Empathetic. Patient. Resilient.
Andy: Patient and adaptable and being able to learn how to speak to people and ask questions without feeling like you're prying. Being able to understand where to find information independently.
Justyna: I think that an adviser needs to have a lot of empathy and a good understanding of issues the client may be facing. Only then, they will be able to provide the client with the right level of support.
Derek: Listening. If you can't listen, it doesn't matter what other skills you have.
