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Volunteer Role Profile

Office Based Form filler

Introduction

Age UK Enfield Information and Advice (I&A) service provides information and advice to older people on matters such as welfare benefits, health and social care, housing and local services. The team is based in the Age UK Enfield office in John Jackson Library, and made up of an I&A manager and 6 I&A volunteers. The service is delivered from the Age UK Enfield Office Monday to Wednesday in between 9.30 – 2.30.

Helping older people to complete welfare benefit applications and other types of documentation (e.g. charitable grant forms and housing applications) is an important function of an Age UK I&A service. Many older people struggle with such forms for several reasons – because of the complexity of the forms, issues related to failing health (poor sight, arthritis in their hands, struggling to concentrate, etc.), because they never learnt to read or write or because they do not have the IT skills to complete online applications. As a result, older people often do not receive money or services that they have a legal right or entitlement to. 

In this volunteer role you will assist older people to complete a range of different forms and online applications at Age UK Enfield I&A office. Training, induction and support will be provided. 

Key responsibilities

  • Completing forms and online applications through face-to-face appointments with older people and their carers or family
  • Providing guidance to clients on ‘next steps’ to be taken after the completion of a form or online application to enable a successful outcome (e.g. explaining any documentation they may need to send with an application form and the deadline for sending a form)
  • Completing records of client interventions on Charity Log and liaising with key staff and volunteers at Age UK Enfield I&A service.

Previous experience and role requirements

This role would suit somebody with previous experience of completing complex forms or supporting individuals with complex needs. People who have previously worked in the public sector, for example the local council, the Department for Work and Pensions, the Health Service, the emergency services or in a regulated care setting would be particularly suited to the role. Any potential volunteer will need to be able to demonstrate:

  • strong literacy and basic numeracy skills
  • basic IT skills
  • the ability to understand written information and explain things clearly without using jargon or being patronising
  • a commitment to ensuring that customers are provided with accurate, relevant and timely information and support
  • the ability to write clear notes and record
  • a methodical and orderly approach
  • an open-minded approach to individuals, avoiding judgement and stereotyping while demonstrating patience and empathy
  • a willingness to attend training and support sessions and provide at least one form filling session per week (approximately 3–4 hours) preferably on a set regular day. In this time we would expect that you would see 2 or 3 clients.

Volunteer Role Profile

Administrator and Outcomes Collector

Introduction

Age UK Enfield Information and Advice (I&A) service provides information and advice to older people on matters such as welfare benefits, health and social care, housing and local services. The team is based in the John Jackson Library, and made up of an I&A manager and 6 I&A volunteers. The service is delivered from the Office on a Monday Tuesday and Wednesday between 9.30 – 2.30.

Helping older people to complete welfare benefit applications and other documentation is an important function of an Age UK I&A service. Finding out the results of this work is important because it can help the client attract further support and assistance; help us demonstrate our work and show funders the value we provide to local older people; and help the organisation plan further services and support to older people.

In this volunteering role, you will be helping the I&A service with day to day administration tasks and to establish the results of the work and outcomes of the service. It will involve making contact with older people. [This may be done by letter, online or using a telephone survey.]

Main tasks

  • Photocopying, filing, scanning and shredding
  • Word-processing and inputting data
  • Ordering and re-stocking leaflets and information
  • Making contact with recent Age UK Enfield clients, who have been in receipt of an I&A service (by phone, letter or email)
  • Assisting them to complete an outcomes questionnaire
  • Collating the results and producing reports.

Personal qualities most suited to this role

  • A methodical and orderly approach
  • Experience of using a computer, in particular Word
  • A good command of written and spoken English
  • Excellent communication skills
  • An excellent telephone manner
  • Patient, flexible and reliable
  • Able to use own initiative and work as part of a team
  • Understand the need for confidentiality
  • Literacy, numeracy and IT skills
  • An open-minded approach to individuals
  • A sense of humour

Responsible to: I&A manager

Based at: Age UK Enfield main office John Jackson Library Agricola Place Enfield EN1 1DW

 

 

 

 

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