Background and problem

As a Communications Officer at Citizens Advice SORT, my job was to direct clients effectively to relevant resources like the website or phone lines for their problems while managing pressure on the Advice line team. One of my key responsibilities was collaborating with different CASORT teams to create videos about pressing/recurring problems within the community and how clients can solve problems themselves or access help. All the way we had to anonymise sensitive data, maintain consistent branding, and work under time pressure.

Solution

To overcome these challenges, we collaborated closely with other teams such as the Help to Claim team, Housing, and Crisis Teams. We also worked with national departments to gather information about localised issues on a national scale making relevant and accessible content on social media platforms such as Instagram, YouTube, Twitter and Facebook. We ensured that all our videos and social media posts were created in line with the organization's brand guidelines and were delivered within the set timelines.

Impact

Increased engagement on social media platforms by 50%
Increased traffic on the Citizens Advice SORT website by over 200%
Reduced pressure on the Advice line team
Increased awareness of CASORT services among the community

Testimonial

"Thank you very much for your help, it was much appreciated. You were very pleasent and understanding."

Source: Instagram

Team

Danny Sutcliffe - Communications Officer

Liaised with other teams such as Help to Claim, Housing Team and Crisis Team to create video content
Maintained consistent branding across all social media and video content produced by the team
Managed project timelines to ensure the timely delivery of scheduled social media posts and videos
Write and distribute the monthly in-house newsletter "The WRAP" informing about team progress and celebrating individual successes

Hayley Wright - Social Media Manager

Worked with CASORT departments to make information more accessible on social media platforms such as Instagram, YouTube, Twitter and Facebook.
Liaise with management and national teams to gather information about the geography of localised issues on a national scale

Communications officer for Citizens Advice SORT Group