Carers Hub

5 months ago

Sutton Coldfield, United Kingdom Age Concern Birmingham Full time

**Advice and Information Officer**

This vacancy also give the opportunity for anyone looking for a career change in a role that makes a real difference every day.

Hours of work 37.5 hours per week
Occasional evenings and weekend working outside of the above hours in response to the requirements of the service

Salary £21,742 per annum

Location 76-78 Boldmere Road, Sutton Coldfield

Contract type Fixed Term Five Years

This vacancy also give the opportunity for anyone looking for a career change in a role that makes a real difference every day.

**Job Purpose**
To be a key member of the team, making a major contribution by providing free personal, confidential and accurate information, support and advice

**Essential Duties/Responsibilities**:

- To handle telephone enquiries and provide the appropriate information using available resources
- Refer to appropriate outside agencies ensuring each individual’s needs are identified and met
- To provide comprehensive information and advice and follow up calls where necessary
- To register carers and provide statutory carer assessments if requested to registered carers of people, following the agreed model of a comprehensive conversational assessment
- Document all call information according to standard operating procedures
- To produce regular figures and reports as required
- Undertake any necessary administrative tasks conducive to the day to day running of the service
- Maintain confidentiality at all times
- To personally keep up with current legislation and guidelines regarding entitlements to ensure accurate and appropriate information is passed on
- Comply with Health and Safety arrangements within all places of work and to act in accordance with the Policy and Procedures
- Undertake additional duties commensurate with the overall purpose of this post, which may arise from time to time.

**Skills & Qualifications**:

- Detailed knowledge of welfare benefits
- Ability to maintain substantial, detailed information systems including case file management
- Ability to relate to, communicate and empathise with people from all different kinds of backgrounds and cultures
- Excellent Customer Service skills with the ability to be completely patient and understanding.

**Relationship Management**: **To signpost on to partner organisations and others with the aim to coordinate support and additional services in order to provide at up to date and comprehensive service within the**

Birmingham
- To liaise with professionals from other organisations and to foster relationships with them

**Special Conditions**:
Carers Hub - Advice & Information Officer
- Disclosure and Barring Service (DBS **) **check will be undertaken for this role
- This is a description of the job as it is at present
- It does not form part of the contract of employment
- Job Descriptions are regularly reviewed and altered when necessary in conjunction with the post holder

Age Concern Birmingham / Jubilee Citizens UK are committed to Safeguarding:
Promoting good practice and prevention of harm and abuse
To ensure allegations of abuse or suspicions are dealt with and the person experiencing abuse is supported

**PERSON SPECIFICATION**

**FACTORS **ESSENTIAL DESIRABLE

**Knowledge, Skills and Abilities**:

- 1. _Knowledge and understanding of welfare benefits used in a professional capacity.
- 2. _Knowledge of welfare benefits relating to all ages
- 3. _Good listening and communication skills with individuals of all backgrounds
- 4. _Able to deal with people in distress or showing signs of anger
- 5. _Able to deal with challenging groups or individuals
- 6. _Good IT skills, including word processing, databases and internet
- 7. _An organised, methodical and analytic approach to workload
- 8. _A good understanding and knowledge of diversity & equality

**Experience**:

- 9. _Experience of working with a wide variety of people from different backgrounds, in both public and professional settings
- 10. _Experience of working in an information and/or research background
- 11. _Experience of accessing and providing a wide range of information
- 12. _Experience of keeping confidential records [computerised and manual] and an understanding of what confidentiality means
- 13. _Experience of working in a customer focused environment

**Education and Qualifications**:

- 14. _Good overall standard of education
- 15. _Evidence of job related learning & development
- 16. _Willingness to continue professional development

**Personal Characteristics**:

- 17. _A willingness to work alongside other colleagues and agencies in a mutually supportive way, to improve services to carers
- 18. _An overall ability to respond to the specified requirements of the individual with empathy and understanding
- 19. _A willingness to keep updated on issues relating to carers and to attend relevant training as necessary
- 20. _Empathetic and non-judgemental approach

**Salary**: £21,742.00 per year

**Benefits**:

- Additional

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