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Author: Age NI
Published on 09 August 2013 11:00 AM

Age NI is delighted to invite applicants for the role of full-time Advice & Advocacy Officer. This role plays a pivotal part in our Advice Service; which itself provides confidential advice to over 10,000 older people, their carers and families every year.

The main purpose of this exciting role, is to deliver the telephone advice and advocacy service for older people in Northern Ireland.

The main responsibilities include:

  • Meet or exceed targets as per business plans
  • Keep informed on issues/legislation affecting older people to ensure advice given is up to date and accurate
  • Operate and utilise computer system effectively for information retrieval and to ensure data is stored accurately
  • Monitoring / reporting of call data
  • Ensure social policy issues are recorded accurately for use by other charity departments as per procedures manual
  • Work collaboratively across departments, across the UK and with other stakeholders/partners to inform business development, social policy development and campaigns as required,
  • Work collaboratively with other departments to maximise the Age NI experience for clients
  • to maintain agreed standards of service delivery and quality of advice and advocacy work
  • Operate an effective and confidential system for service delivery
  • Maintain standards for call answering with particular emphasis on empathy, patience, understanding and impartiality
  • To provide professional support to peers on an on-going basis for complex and difficult cases.  Lead support role will be shared by the team on a rotational basis and to agreed thematic leads (ie. Social care, welfare benefits, housing, etc.).
  • To update information sheets and guides
  • To provide case studies to support on-going communication strategies and plans
  • To provide outreach advice when required

It is essential that applicants meet the following criteria:

  • Demonstrate experience of providing advice and advocacy in the areas of welfare rights, benefits, housing and community care
  • Experience of maintaining computerised and manual information systems
  • Up to date knowledge and awareness of the benefits system, community care, housing and other issues affecting older people and their carers
  • Excellent verbal and written communication skills including report writing skills
  • Problem solving skills and ability to analyse and breakdown complicated information
  • Planning and organisation skills
  • Ability to work on own initiative and within a team
  • Ability to research/interpret complex legislation/reports
  • Keyboard skills
  • Postholder will be subject to Access NI check

Read more and download the application forms

For more information: Call Age NI Advice: 0808 808 7575