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Information & Advice Volunteer  

Reports to: I&A manager 

Based at: Age UK Enfield, John Jackson Library, 35 Agricola Place, 

Enfield, EN1 1DW 

Role Introduction 

In this volunteer role, you will help older people complete a range of forms and online applications for Age UK Enfield. We offer this service in person, telephone or via video calls (by appointment only). Training, induction, and support will be provided.  


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 is made up of an I&A manager and 4 I&A volunteers. The service is delivered Monday to Friday 10am to 4pm.  

Helping older people to complete welfare benefit applications and other types of documentation 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 (Information Technology) skills or access to technology 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.  

Key responsibilities 

  • To complete a guided conversation with clients in person or by telephone / video calls (depending on their preferences) 
  • Explore the nature of the problem raised by the person and, where appropriate, their wider circumstances.  
  • Identify and research information relevant to the clients’ situation.  
  • Present and discuss information with the client in an accessible form, enabling them to identify a suitable solution.  
  • Where appropriate and at the client’s request, to act on their behalf and represent their interests with third parties by letter or telephone.  
  • Inform client regarding services that may be available to them and how to access them, including Age UK services; and where appropriate to refer clients to other agencies and sources of help.  
  • Give help with completing forms.  
  • Completing records of client interventions on Charity Log and liaising with key staff and volunteers at Age UK Enfield. 
  • Complete welfare benefit checks using Age UK’s software package. 
  • Liaise closely with the Information, Advice & Advocacy Manager and other advisers, seeking advice, guidance and support where required.  
  • Participate in training sessions and meetings, as necessary.  
  • Carry out tasks according to Age UK policies and standards, on confidentiality, equality and diversity policies, health, and safety.  
  • Work as part of a team seeking guidance from Age UK Enfield staff as appropriate 


  • This role would suit somebody with previous experience of working within the Welfare Benefit / Community Care System. (Public sector, local council, DWP, Adults Social Care, etc.) 
  • Experience of working or volunteering with older people in community settings 


  • Good literacy and numeracy skills  
  • Recording & Reporting skills - the ability to write clear concise notes and records 
  • Good IT Skills - Understanding and experience of using Microsoft Suite packages, CRMs etc. Skills 
  • A methodical and orderly approach 


  • Patience and empathy - a commitment to ensuring that customers are provided with accurate, relevant, and timely information and support 

Other requirements 

  • Ability to speak community languages is desirable   
  • Attendance of training and meetings  
  • The appointment is reliant on a successful DBS check.  

Volunteering Commitment  

A minimum of a half day commitment weekly, ideally a designated day.  


For further information, please contact Sian Peers, Volunteer Coordinator  


T: 0208 375 4120