Information and Advice Officer

2 weeks ago

Leicester, United Kingdom LAMP (Leicestershire Action for Mental Health Project) Full time

**At Lamp, we provide independent mental health advocacy to residents of Leicester, Leicestershire and Rutland. We are passionate about ensuring voices are heard, and rights are upheld in relation to mental health care and treatment. In addition to this, we offer an Information and Advice service, which is a single point of access facility. The purpose of this service is to ensure people are navigated to the right service for their needs.**

**Information and Advice Officer - Job Description, and Person Specification**

**Overall purpose**:
To provide client focused information, advice, and signposting to clients calling through to our service.

To provide referral support and other administrative tasks (where applicable) to the advocacy team.

To be a key team member in delivering a streamlined single point of access to the advocacy service.

**Key responsibilities**:

- To answer calls incoming from clients/members of the public, and triage the call to the appropriate team internally, or signpost to relevant organisations.
- To maintain a non-judgemental, person centred approach at all times.
- To escalate safeguarding concerns involving clients to the Head of Advocacy.
- To respond to queries from organisations or individuals.
- To capture data, record themes and trends, and other reporting tasks that the Head of Advocacy specifies.
- To introduce clients to the service, and provide information and advice face to face wherever applicable or appropriate.

**Operational and employee conduct**:

- To utilise your skills and knowledge to the best of your ability, to keep up to date with external organisations and their service delivery in order to accurately signpost and advise clients.
- Undertake duties with a confidential approach.
- Follow company policy and procedures at all times, including Safeguarding.
- To support and commit to the strategic and operational aims and objectives of the organisation.
- Upholds and promote LAMP’s commitment to Equal Opportunities at all times.
- To communicate effectively with the wider team and raise any concerns to the Head of Advocacy.

**SERVICE DELIVERY**

1. Works innovatively and flexibly to identify clients’ needs and preferences, and provide information, advice and support where appropriate.

2. Has exemplary communication skills - builds effective working relationships, and is clear and articulate. Maintains a professional and positive approach at all times.

3. Has knowledge of local mental health services, organisations and charities.

4. Has knowledge of advocacy practice and remits.

5. Manages a complex workload, prioritising and organising effectively.

6. Demonstrates sound time management and team working.

7. Keeps timely and accurate records, contributing to reporting documents.

8. Undertakes any training deemed necessary to the post, with the support of senior staff.

9. Takes part in supervision and appraisal processes.

10. Supports other team members by undertaking duties as instructed in their absence.

11. Holds a current driving licence and has access to a vehicle during working hours.

12. Appropriately seeks support, and records and reports any risk matters to the Senior Management Team.

**Person Specification**

Knowledge & Experience

Essential/Desirable

How measured

Experience of providing information and advice to individuals

Essential

2, 4

Knowledge of advocacy services and the remits of advocacy roles.

Essential

2, 4

Qualified to degree level, or holds a relevant professional qualification or experience.

Desirable

2,5

Experience of working in mental health or social care settings

Essential

1, 2, 4

Working knowledge and understanding of mental health legislation and practice including the Mental Health Act 1983.

Desirable

2,3, 4

Understands local community and voluntary service issues

Desirable

2, 4

Holds national advocacy qualification

Desirable

2, 4, 5

Working knowledge and understanding of The Care Act and Mental Capacity Act

Desirable

2, 4

Skills & Abilities

Essential/Desirable

How measured

Excellent Communication skills, understanding the need for empathy and sensitivity. Able to identify urgent matters that require further intervention.

Essential

2,3,4

Able to work on own initiative and as part of a team, under supervision and guidance of senior staff

Essential

2,4

Able to maintain confidentiality and adherence to data protection

Essential

2,4

Skilled in negotiating positive outcomes and in dealing sensitively, professionally and courteously with all agencies and individuals

Essential

2, 4

Understand and recognise the diversity and needs of all service users

Essential

2, 4

Good computer skills, providing effective recording and reporting

Essential

2, 4

Holds full driving license and has access to vehicle during working time

Desirable

2,4

**Measurements**:
**1. ** Test prior to shortlisting (i.e. all applicants)

**3. ** Test after shortlisting

**4. ** Probing at interview

*

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