Information & Advice Supervisor

**Salary**:Point 3a - £25,799

**Hours: 5** days per week (37.5 hours)

**Start Date**:ASAP

**Contract Terms**: Permanent

**OVERVIEW**

Age UK North Yorkshire Coast and Moors is an independent charity but part of the Age UK family. That means we are a local charity for local people and donations stay where they are needed, on the North Yorkshire coast and the former districts of Scarborough and Ryedale in North Yorkshire.

We work with other Age UKs and our national charity to increase our impact on the over 50s, but we provide services that are exactly what our residents need here. A perfect blend of national and local services working together.

**OUR INFORMATION AND ADVICE TEAM**

Advice is available daily from our Scarborough Office, and home visits (bookable in advance) for those clients who would not otherwise be able to visit us and where telephone or remote advice is not practical. We aim to support our clients as much as possible and build a relationship to

provide the most appropriate and holistic help. We help people aged over 50 in the key advice areas, including benefits, housing, social care, and money problems.

**VISION, MISSION, VALUES AND OBJECTIVES**

Locally we have a vision of communities where older people are valued, listened to, and can access services which means they can lead a more fulfilling older age.

Our mission is to achieve that vision in three ways:

- By being an advocate and voice of the needs and views of older people, arguing for societal change locally, nationally and internationally.
- By building our services with older people at their core. We want our services, and those of our partners, to be informed by our older population to ensure they provide services of the highest quality and relevance.
- Providing more services that are relevant to the needs of older people, filling gaps where there is insufficient quality or provision.

Our Values continue to be an organisation that is respectful, inclusive and empowering, aiming to provide the highest quality services to people.

**WHAT ARE YOUR KEY RESPONSIBILITIES?**

The main responsibilities of the role are:
**Line management and supervision**
- Provide supervision to advisers and volunteers.
- Supervising team advice sessions and casework.
- Ensure referrals are actioned and clients are supported in a timely manner.
- Assist the manager in developing team competence in key advice areas.
- Line management of volunteers.

**Support learning and development**
- Support the team to embrace continuous learning and development and provide timely feedback on cases checked.
- Be responsible for making sure advisers are adhering to our case checking procedures.
- Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and everyone can do their best.
- Be responsible for assisting newly recruited staff and volunteers to become competent users of Salesforce.
- Be responsible for assisting newly recruited staff and volunteers in their training plans and keep the central team training record up to date.

**Quality assurance and reporting**
- Undertake Case checking and oversee the case checking procedure
- Keep technical knowledge up to date and provide technical support to advisers.
- Assist the manager in gathering outcome measures (survey design, for example) for the work of the I&A team.

**Partnership working and development**
- Refer/signpost cases to external agencies as appropriate. And support other staff to do so.
- Assist the manager in represent the organisation at outreach and community events as required, continuing to raise the organisational profile and develop wider awareness of our services.
- Work with colleagues to develop marketing materials, give talks and presentations, identify outreach opportunities.

**The general responsibilities of the role are**:

- To undertake any other duties commensurate with the level of the role.
- Embrace diversity and share in our commitment to equality of opportunity and to eliminating discrimination.
- Share our commitment to safeguarding.
- Use the charity’s resources efficiently and effectively to ensure that our financial resources are demonstrably used for the benefit of our service users.

**WHAT SKILLS AND EXPERIENCE ARE WE LOOKING FOR?**

We will require a DBS check prior to you commencing working with us. We also look for the following skills and qualities:
**Essential**
- Ability to monitor and maintain casework systems and procedures.
- Experience of supervising and/or supporting staff and volunteers giving advice or information to clients across a number of areas.
- Experience of Partnership working.
- Demonstrate an ordered and disciplined approach to managing a challenging caseload, meet targets; plan and prioritise work in the face of competing demands.
- Able to promote Age UK North Yorkshire Coast & Moors in a professional manner to a variety of audiences.
- Able to work efficiently and effectively