Information Service Worker

**Information Service Worker (part-time - 18.5 hours per week)**

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HOURS:

- Part-Time - 18.5 hours per week
**SALARY**: £22,129 - £25,419 per annum (11-18 NJC Salary Scale), pro-rata
**CONTRACT**: Permanent
**HOLIDAYS**: 28 days per annum, plus bank holidays (pro rata)
**PENSION**: Auto enrolment scheme in place
**PROBATIONARY PERIOD**: 6 months
**ACCOUNTABLE TO**: Information Service Coordinator
**BASE**: Osney Mead and remote working (Mixed Model)

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What are we looking for?*
Are you passionate about supporting others? Do you want to make a difference to the lives of people with fluctuating mental health and wellbeing? Working for the Oxfordshire Mind Information Service will enable you to support Oxfordshire residents to improve their mental health and wellbeing.

This fast-paced environment will see you support clients to access Oxfordshire Mind Services or find out about other appropriate services in Oxfordshire. You will need strong interpersonal skills, be able to perform well on the phone, and deliver high quality customer service.

You will have excellent problem-solving skills, an ability to work under pressure and be able to support clients with a variety of needs. You will need to be mindful of your own wellbeing and have the resilience to cope with fluctuating demands. This is an exciting and important role within the organisation. The team is small and friendly and integral to the running of our services county wide. The team will give you the scope to develop and grow within Oxfordshire Mind.

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Key responsibilities*
- Information Line duties
- Follow up calls
- Processing referrals
- Maintaining our text service to clients
- Updating the online Mind Guide
- Monitoring of data
- Liaison and development work

**Information Line duties**
- Providing accurate mental health information.
- Making bookings for options sessions, benefit appointments and courses using IT systems including Outlook and Eventbrite.
- Providing informal support for volunteers and colleagues.

**Follow up calls**
- Undertaking a follow up telephone call with clients who have previously had an options session with Oxfordshire Mind.
- Recording details of client’s referrals, wellbeing, advice and signposting (including follow up actions) into the Oxfordshire Mind Case Management System (CMS) which uses the Salesforce platform as well as related Information Service recording systems.
- Supporting and/or signposting individual referrals into the Wellbeing Service and/or other community services as appropriate.
- Keeping accurate case notes and sending follow up information to clients as appropriate.

**Processing referrals**
- Maintaining the current Oxfordshire Mind CMS and additional monitoring sheets.
- Making calls to clients in order to book them in for appointments.
- Working in consultation with the coordinator to resolve any issues around the processing of referrals.
- Processing the referrals as per protocol.

**Maintaining our text service to clients**
- To contribute to the successful running of our new text service.
- To undertake the necessary training associated with a new service.
- To follow all guidance and processes associated with the text service.

**Updating the online Mind Guide**
- Keeping up to date with new services in Oxfordshire and updating the online Mind Guide as required.
- Regular checks of the information on the online Mind Guide to ensure the correct information is available.

**Monitoring of data**
- Maintaining the Oxfordshire Mind CMS to expected standards.
- To be aware of and work towards the targets and standards that are required across the various contracts in line with the Information Service.
- To be able to assist with providing data as and when requested.

**Liaison and development work**
- To engage with key partners, stakeholders, and other agencies as part of Oxfordshire Mind’s Wellbeing Service as and when instructed by the Information Service Coordinator.
- To work in partnership with the wider Wellbeing Service.
- To promote and publicise the service including representing the organisation at meetings and community events.

**Other responsibilities**
- Work in a flexible way and take on other responsibilities as appropriate.
- Always represent the organisation in a professional and appropriate manner.
- Any other reasonable duties required to ensure contractual obligations are adhered to.

**Supervision, training, meetings, and support**
- Ensure staff training is kept up to date.
- Attend regular supervision and participate in annual appraisals.
- Attend training as appropriate.
- Be proactive in reviewing and evaluating personal performance and identifying areas for improvement and development.
- Attend and participate in team meetings and other meetings as required.

**General**
- Adhere to Oxfordshire Mind Policies and Procedures at all times.
- Occasional evening and weekend work will be required.
- Cover for other members of the team as necessary.

This job des