Trainee Information and Advice Advisor
You will be responsible for providing initial triage and a basic Information & Advice service for clients within the Information and Advice (I&A) Service. You will provide a welcoming and accessible support service for clients; whether face-to-face, via the telephone, or digitally.
You will complete your Advice and Guidance Level 3 NVQ as part of your employment as well as a comprehensive internal training programme and you will be allocated to a peer mentor to support you.
Following successful completion of the course and the 12-month training programme you will be eligible to apply for a post as an Information & Advice Advisor -subject to availability.
MAIN DUTIES AND RESPONSIBILITIES:
- Providing an initial Information and Advice triage service, responding to telephone enquiries, emails internal and external referrals ensuring that appropriate and timely signposting and referrals are made for clients, including to other services provided by Age UK H&W, such as for specialist I&A Advice.
- Providing a welcoming, accessible first impression for clients; whether face to face, via the telephone or digitally.
- Carrying out benefit checks.
- Providing telephone assistance with the completion of basic benefit forms e.g., Council Tax Reduction, Blue Badge applications.
- Initial Assessment of eligibility for benefits such as Pension Credit, Attendance Allowance, PIP
- Inputting client and project information onto organisational CRM System - Charitylog, maintaining relevant databases and undertaking statistical work using Excel and Charitylog.
- Maintaining an overview of developments in local services, benefits, rights and other issues relating to older people, helping to maintain Information and Advice resources, including attendance at training and events.
- Supporting the efficient delivery of outreach surgeries including duties such as ordering sufficient stock and promotional materials and providing assistance at drop-in sessions where appropriate.
- Providing effective support to the Information and Advice service, including the implementation and ongoing maintenance of administration systems, statistical reporting and information gathering.
- Assisting in setting up and staffing promotional events about local services and more widely.
GENERAL
- To be an active, integrated and cohesive team member.
- To maintain and develop good working relationships
- To ensure your behaviour reflects Charity values: We are friendly, we work together, we make a difference, we are always learning, we are flexible.
- To be responsive to the needs of the charity and its clients.
- To develop and deliver effective systems of working and procedures creating a culture of continuous improvement.
- To support the development of KPI reporting, ensuring delivery of the Strategic Plan and a commitment to demonstrating impact across the organisation.
- To prioritise Safeguarding our clients and colleagues.
- To support person centred evaluation processes in order to inform current and potential service development.
- To embrace equality, diversity and inclusion principles.
- To adhere to all relevant policies with particular reference to health and safety.
- To comply with all relevant legislation.
- To undertake appropriate training and personal development as required for the role.
- To portray a positive image of the organisation both internally and externally and set high standards of personal integrity and professionalism.
- To undertake such other duties as may be reasonably required, consistent with the nature and grade of the post.
PERSON SPECIFICATION
EXPERIENCE
ESSENTIAL
- Full digital literacy
- An understanding of GDPR
- Experience of working with the public
SKILLS AND ABILITIES
ESSENTIAL
- Strong interpersonal skills
- Excellent verbal and written communication skills
- Ability to use the full Microsoft Suite – Word, Excel, Outlook
- Ability to use a database
- Strong attention to detail
- Ability to problem solve using initiative
- Ability to manage time effectively
KNOWLEDGE
ESSENTIAL
- An awareness of the issues affecting older people and their carers
- An awareness of the services available to support older people
DESIREABLE
- A related NVQ Level 2 qualification or equivalent
- Evidence of Continuous Professional Development
- Administration experience
CIRCUMSTANCE
- Ability to work flexibly to suit service delivery
- Ability to travel throughout Worcestershire
*This post is offered as a 12-month fixed term contract in the first instance.
OTHER INFORMATION
- Age UK Herefordshire & Worcestershire is in full membership of, and works within, the philosophy and principles of the Age UK Federation.
- Age UK Herefordshire & Worcestershire is committed to equal opportunities, principles and practice.
- All staff, in their particular roles and working collaboratively, will be expected to pursue the aims and objectives of Age UK Herefordshire & Worcestershire set out in the overall strategic plan of the Organisation.
- All staff must work within the policies and guidelines adopted by the Organisation
- All staff will participate in the supervision and appraisal systems adopted by the Organisation.
- Age UK Herefordshire & Worcestershire is recognised as an Investor in People and, in its commitment to staff and organisational development, will identify training needs and will expect and encourage the involvement of all staff in meeting them appropriately.