Information and Advice Adviser - Worcester, United Kingdom - Age UK Herefordshire and Worcestershire
Description
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.
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 personcentred 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 dropin 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 welldeveloped 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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