Information, Advice and Advocacy Co-ordinator

Job role: Adviser
Advice Area: Welfare Benefits
Organisation: Age UK East London
Job type:Permanent
Working hours: Part time
Location: London
Salary: £20,001 - £25,000
Job ref number:
Closing date: 19-04-2019

Job Purpose

To coordinate delivery of our information and advice service within Hackney across multiple community and health settings

To act as first contact for all our services across the organisation and to maintain referral pathways and communication across departments

To support the work of the advisors by effectively triaging clients and managing referrals into the service

To work with the Information & Advice Manager to develop, deliver and promote our advice services and sustain quality and ensure continuous improvement

To work closely with Volunteer Manager to ensure the service is supported by well-trained and motivated volunteers

To complete monitoring, evaluation and service reviews in line with contract(s) requirements

Co-ordination, Operational Management & Service Development

  • To ensure that client records are maintained and updated in line with legislation
  • To deliver excellent levels of customer service to a diverse range of clients across multiple community locations
  • To maintain excellent working relationships with professionals across multidisciplinary teams and multiple stakeholders;
  • To ensure that services meet the requirements of the funder(s) and service level agreement(s) and/or contract(s) is delivered effectively;
  • To support the Information and Advice Manager in delivering on evaluation and monitoring requirements and prepare relevant reports as requested by the Information & Advice Manager;
  • To ensure that a sufficient number of trained volunteers are recruited and available at all times to support the delivery of services and support volunteer development
  • To ensure that the information desk volunteer rotas provide sufficient cover outside of funding and during annual leave period;
  • Ensure that all information resources are appropriate, up to date and fit for purpose;
  • Refer service users on to appropriate internal and external services, booking appointments as required;
  • Represent Age UK East London at appropriate meetings, events and consultations as requested by the Information & Advice Manager
  • To attend team and staff meetings, committee meetings, and help with membership meetings (e.g. AGM, General meetings) as required
  • To undertake any other duties within the competence of the post holder under the direction of the Information & Advice Team Manager as may be required from time to time for the smooth running of Age UK East London
  • To test and record regular health & safety checks e.g. fire alarms etc. supported by the Information & Advice Manager
  • To undertake all duties in line with Age UK East London policies and procedures (e.g. Health & Safety, Complaints, Confidentiality, Equal Opportunities)
Download Attachment