Information & Advice Casework Advisor

6 months ago

Gateshead, United Kingdom Age UK Gateshead Full time

**HOURS**:21 per week

**SALARY**:£13104 per annum

**RESPONSIBLE TO**:Service Manager

**RESPONSIBLE FOR**:Delivery of information and advice casework

The role involves responding to all incoming telephone enquiries to the organisation, logging calls on our internet based record system (Charitylog) helping to achieve efficiency in the organisation.

A key part of the role is to provide information, advice and ‘signposting’ support, as well as assisting with the successful delivery of the income maximisation and the disability benefits claim service to older people and their families living in the Gateshead Newcastle areas.

**Objective**:

- To provide an effective and welcoming telephone answering response to our clients, customers and other callers and providing excellent customer service in a friendly and supportive manner.
- To provide an income maximisation advice service to older people and their carers.
- To assist with the disability benefits claim service to older people and their carers, including completion of forms by face to face appointment at Age UK Gateshead’s offices, partner locations or home visit when necessary.

**The role involves**:

- Looking at information provided by clients about their financial and wider circumstances and ensuring information provided is appropriate and correct, investigating and verifying with the client where necessary.
- Using verified information to calculate benefits which may be available to claim.
- Using template letters to inform clients of the outcomes and how to progress any actions needed.
- Meeting with the clients in person, using your skills and questioning to draw out the full picture of their health circumstances and how this affects their day to day living and transferring this information to the relevant forms.
- Completing associated paperwork as necessary.
- Explaining the claims process, rights, and responsibilities to the client. Answering all incoming calls across the organisation, deciding who the calls are for and what action is needed.
- Using Charitylog to record enquiries, take basic details and messages and set follow up actions where appropriate as well as maintaining the case records.
- Providing signposting or information for Information and Advice queries and requesting specific adviser callbacks for enquires outside of your knowledge area.

**Your role will also require you to**:

- Liaise closely with the Information and Advice manager and other advisers, seeking advice, guidance and support where required.
- Work within Quality Mark Frameworks such as ISO9000 or Advice Quality Standards.
- Participate in training sessions and meetings as necessary.
- Develop a working knowledge of the information and office systems supporting your service role; use them effectively and contribute to their improvement.
- Carry out tasks according to Age UK policies and standards, in particular on confidentiality, anti-discriminatory policies and health and safety.
- Work as part of a team with other Age UK staff.
- Deal efficiently with incoming calls to ensure minimum delay in providing the client’s required outcome.

**The skills required for the post are**:

- Ability to assimilate and understand information by listening and questioning with a clear and confident telephone manner.
- Good verbal and written communication skills, a sound understanding of both spoken and written English.
- Quick and accurate keyboard skills with an ability to write legible notes and records;
- Willingness to work according to guidelines and standards and to take a flexible approach to work requirements.
- An open-minded approach to individuals, avoiding judgement and stereotyping.
- Ability to listen to others and to explain things clearly without jargon or being patronising.
- Knowledge or experience in the lives of older people and their carers and a commitment to improving their quality of life.
- Awareness of discriminatory practices and equal opportunity issues; and a commitment to social justice and equity.
- Ability to work as part of a team as well as on own initiative with mínimal supervision, and to work with other Age UK staff and other agencies; and to seek and offer support.
- Willingness and interest in learning and attend training and other events.
- A positive, enthusiastic and customer focused attitude with an ability to demonstrate patience and sensitivity, and to respond appropriately to different and sometimes difficult situations.
- Awareness of own limitations and boundaries within the service, together with an understanding of the need for confidentiality.
- Any other task requested by the CEO

**The skills required for the post are**:
Application

Interview

**Essential Criteria**:

- Good General Standard of Education


- Experience of an advice role




- Experience of working with multi-disciplinary teams across health, social care, the voluntary

sector and GP practices




- Up to date knowledge and unders

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