Information and Advice Adviser

2 weeks ago

Worcester, United Kingdom Age UK Herefordshire and Worcestershire Full time

Post Title: Information and Advice Adviser

Reporting Line: Information and Advice Team Leader

Base: Malvern Gate, Lower Wick

You will manage your work time effectively, have a passion for supporting older people and have the ability to be flexible in order to meet service needs. The ability to drive and access to your own vehicle for work purposes is essential to your role. You will also undergo an enhanced DBS check.

MAIN DUTIES AND RESPONSIBILITIES:

- Assist clients with welfare benefit claims such as Attendance Allowance.
- To accurately record casework as per the I&A procedures guide, adhering to the Age UK National Information and Advice Quality Mark standard, AQS and General Data Protection Regulations.
- To log clear and concise case notes on IT systems (Charity Log), following up on any actions and ensuring these are up to date for all cases across the team
- To work in a person-centred way ensuring the clients are treated with dignity and respect based on their individual circumstances.
- To provide quality support to clients in the community, from an office, via telephone, Teams, Zoom or WhatsApp as directed by the client.
- To carry out standard benefit assessments, inform clients of their entitlements and provide support with making appropriate claims.
- To maintain and compile detailed records to ensure accurate statistics can be created as required by the funders and for our impact report
- To maintain up to date knowledge of local services and of internal services, referring in wherever appropriate.
- To ensure that the administrative tasks associated with the role, such as case recording, database entries, statistics, form completion, scanning, etc are completed in a timely, accurate and efficient manner and meet all deadlines.
- To undertake any training deemed necessary.
- To work effectively as part of a team, with commitment to ongoing personal development relating to advice work.
- Providing a welcoming, accessible first impression for clients; whether face to face, via the telephone or digitally.
- Inputting client and project information onto our 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 prioritize Safeguarding our clients and colleagues.
- To support person centered 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.
- To be willing to travel and work flexibly throughout the charities operational area
- To be prepared to work from any of our operational bases as required

PERSON SPECIFICATION

ESSENTIAL CRITERIA

EXPERIENCE
- Experience of understanding and maintaining accurate and concise records

EDUCATION AND TRAINING
- Experience in a similar role or a qualification in a relevant discipline or a willingness to undertake such a qualification
- A well-developed knowledge of IT either by qualification or experience in using databases, Outlook and Microsoft Office
- Admin/organisational skills and experience
- Driving license and access to a vehicle for work purposes

**SKILLS AND ABILITIES**
- An understanding of the needs of older people in the community
-

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