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Information & Advice Team Leader

We are thrilled to offer an exciting opportunity for a motivated and experienced professional to take on a vital leadership role within our Information and Advice team.

  • Reporting to: Client Services Manager
  • Hours: 18 to 35 hours per week (Negotiable)
  • Salary: FTE from £27,473 to £29,500 - PRO RATA, PER ANNUM (dependent on hours and experience)
  • Contract Type: Permanent
  • Start Date: ASAP
  • Location: Based at Age Cymru West Glamorgan, 250 Carmarthen Road, Swansea, SA1 1HG, with travel throughout the community.
  • Travel Expenses: 45p per mile
  • Annual Leave: 26 days pro rata and customary bank holidays27
  • DBS: This role is subject to an Enhanced DBS with Adult Barring

Benefits:

  • 26 days paid leave + Bank Holidays.
  • Enhanced pension- up to six percent employer contributions.
  • Free access to 24/7 Employee Assistance Programme (includes counselling support, Financial Advice, Legal Advice etc)
  • Competitive additional leave package including paid time off for special circumstances.
  • Numerous paid training opportunities available.

Our Vision

  • Our vision is that everyone in Swansea, Neath Port Talbot, and Bridgend is able to age well and enjoy life.

Our Mission Statement

  • Age Cymru West Glamorgan is a local charity that delivers trusted, quality-assured, and person-centred support that promotes well-being and empowers people to age well.

Values
Age Cymru West Glamorgan’s values are to ensure that we C.A.R.E:

  • Centred - We put our clients at the heart of everything we do, ensuring our services are relevant and appropriate.
  • Adaptive - We see the individual, delivering person-centred, quality-assured, and outcome-focused services.
  • Responsive - We listen, learn, and take action based on feedback.
  • Efficient - Donations are a gift; we constantly strive for efficiency and effectiveness to make sure nothing is wasted.

Purpose of Post
We are thrilled to offer an exciting opportunity for a motivated and experienced professional to take on a vital leadership role within our Information and Advice team at Age Cymru West Glamorgan. As the Team Leader, your primary mission will be to elevate the quality of our service by providing expert guidance and support to our team. Acting as the organisation's senior Information and Advice Officer, you will bring your passion for holistic information and advice to the forefront, offering support on the most complex cases. You will be instrumental in mentoring both new and seasoned Information and Advice Officers, helping them to develop their skills and confidence in delivering high-quality, independent advice to older people and their carers across Swansea, Neath Port Talbot, and Bridgend.

In addition to your mentoring responsibilities, you will play a key role in ensuring that our Advice Quality Standard (AQS) registered service remains robust. This will involve conducting quality checks and offering technical support on advice related to welfare benefits, health, social care, and issues affecting older people. Safeguarding is a crucial aspect of our work, and you will be at the forefront of identifying and addressing concerns, ensuring that appropriate actions are taken to protect our clients.

This post is ideal for someone with extensive knowledge of welfare benefits, safeguarding practices, the health system, social care, and other essential advice areas for older people, who is eager to pass on their expertise and make a meaningful impact on the lives of those we serve.

Key Responsibilities

  1. Team Leadership & Mentorship
    • Lead and support a team of Information and Advice Officers, providing internal mentoring and sharing your extensive knowledge of welfare benefits, health, social care, and issues affecting older people.
    • Conduct regular quality checks on advice provided by the team, ensuring adherence to organisational standards.
    • Foster a collaborative team environment, encouraging the sharing of knowledge and best practices in dealing with complex welfare benefits cases, safeguarding issues, and other technical matters.
  2. Safeguarding & Client Protection
    • Identify safeguarding concerns promptly and ensure they are addressed according to the relevant procedures, protecting the well-being of clients.
    • Support team members in handling safeguarding issues, providing guidance and expertise to ensure that all actions taken are in line with safeguarding policies and best practices.
    • Maintain up-to-date knowledge of safeguarding legislation and ensure that the team is fully trained and confident in identifying and dealing with safeguarding concerns.
  3. Technical Support & Expertise
    • Provide technical support to the team, particularly in complex areas such as welfare benefits, housing, health and social care, and other relevant advice topics.
    • Ensure team members are fully equipped to handle intricate welfare benefits enquiries, offering guidance on navigating these systems, form-filling, and understanding eligibility criteria.
    • Keep abreast of changes in welfare benefits regulations and safeguarding practices, ensuring the team’s advice is always accurate, safe, and up-to-date.
  4. Client-Centred Service Delivery
    • Continue to deliver high-quality, holistic and independent Information and Advice Services to clients across Swansea, Neath Port Talbot, and Bridgend through various channels, including phone, email, face-to-face, and community outreach.
    • Actively listen to and identify client needs, ensuring they feel heard, understood, and supported with appropriate solutions.
    • Manage a personal caseload, particularly involving more complex welfare benefits and safeguarding cases, ensuring all records are accurately maintained in line with the charity’s procedures and GDPR regulations.
  5. Promotion & Representation
    • Actively promote Age Cymru West Glamorgan’s services, attending events and networking meetings to raise awareness and foster community links.
    • Represent the organisation and the Information and Advice Team at external events, ensuring the charity’s values and mission are well communicated.
  6. Additional Duties
    • Be willing and able to work and travel within Swansea, Neath Port Talbot, or Bridgend as required.
    • Undertake any other duties as requested by the Line Manager, including attending occasional out-of-hours events.

Person Specification
At Age Cymru West Glamorgan, we recognise the diversity of experience and education. We welcome applications from candidates with varied backgrounds who bring unique perspectives to our work. We value work experience equally with formal education, in line with our commitment to equality and diversity.

Technical Competence

  • In-depth knowledge of welfare benefits systems, including the ability to navigate complex cases and provide accurate, up-to-date advice.
  • Strong understanding of safeguarding principles, particularly concerning adults, and the ability to effectively manage safeguarding concerns within the team.
  • Confidence in providing specialist information and advice on a range of topics, with a strong focus on welfare benefits, safeguarding, housing, health and social care, and related areas.

Essential Knowledge and Experience

  • Proven experience in providing specialist information and advice in a professional environment, particularly in welfare benefits.
  • Demonstrated ability to manage a demanding and dynamic caseload
  • Experience in identifying and dealing with safeguarding concerns, with a commitment to protecting vulnerable clients.
  • Knowledge of the needs of clients with disabilities and the changing needs of older people.
  • Experience in mentoring or leading a team, with a focus on quality assurance and safeguarding.

Desirable Knowledge and Experience

  • Experience working in an Advice Quality Standard (AQS) registered service.
  • Experience within the Third Sector.
  • Level 4 NVQ in Advice and Guidance or equivalent.
  • Ability to research and resolve complex enquiries
  • Experience working with or supervising volunteers.
  • Specialist knowledge in areas such as Housing, Advocacy, Health and Social Care, Welfare Benefits, Consumer Rights, or Human Rights.

Skills and Abilities

  • Highly driven to meet client needs with empathy and professionalism.
  • Comfortable embracing and leading through change.
  • Highly organised with excellent time management skills.
  • Strong communication skills, both verbally and in writing, with the ability to adapt communication styles to meet audience needs.
  • Strong interpersonal skills with the ability to lead and work effectively as part of a team.
  • Self-reliant and able to maintain a professional image at all times.
  • Flexibility to adapt to evolving team and client needs.

Commitment to Equal Opportunities

  • A commitment to an effective understanding of and compliance with the organisations Equal Opportunities Policies and Practices.  

Welsh Language

  • The ability to speak Welsh is highly desirable.

Commitment to Continuous Professional Development

  • To undertake further training and development in-line with the needs of the developing role

Method of Travel

  • Full UK Driving License and access to a reliable vehicle with the ability to travel throughout the area is essential.

 

Closing date for applications:

20th of September 2024.

Please note that we reserve the right to close applications early if we receive a high number of submissions.

In person interviews will take place during the week commencing 30th September.

 

Please note that we reserve the right to close applications early if we receive a high number of submissions.

In person interviews will take place during the week commencing 23rd September.

Apply online here