Job Description

Job description: I&A Officer

Job Title:

Information & Advice Officer

Job Location:

Age UK HB&W Office in Herne Bay with visits to

Clients homes in Whitstable and Herne Bay.

Reporting to:

Age UK HB&W Head of Client Services

Responsible to:

The Chief Officer

Hours of Work

: Full time, Mon-to Fri (8.30a.m. to 4.30p.m.)

Includes a 30-minute unpaid lunchbreak.

Salary:

27,366.71 (per annum). Employee Assistance Program,

Blue Light Card and Age UK discount schemes.

ABOUT THE ORGANISATION

Age UK Herne Bay & Whitstable is an independent local charity

supporting older people across Herne Bay & Whitstable and the

surrounding villages. We provide broad ranging services designed to

improve wellbeing, enhance independence and tackle loneliness and

isolation. We work in collaboration with statutory and voluntary sector

partners in order to maximise impact and reach. Our friendly and

committed staff team are supported by around 230 volunteers who are

the lifeblood of our organisation.

PURPOSE OF JOB

Our Information & Advice service is a central part of our organisation. The Information & Advice Officer, supported by a team of volunteers provide free and confidential information & advice to older people in Herne Bay and Whitstable on a range of issues. The post holder will be responsible for overseeing the services to older people approaching Age UK Herne Bay & Whitstable for information, advice and support and to ensure that they are provided with an appropriate service in-house or suitably referred on.

The main area of support is to claim welfare benefits and other financial support- but also includes a range of other issues such as accessing care and support, independent living solutions and assistance with paperwork and housing issues. The post holder will also be responsible for working collaboratively with The Operations Manager to ensure the effective and efficient operation of the information service delivered by our reception team.

MAIN DUTIES AND RESPONSIBILITIES

To provide information &advice on a wide range of queries over the phone by email and in person. To triage referrals appropriately. To carry out eligibility checks and welfare benefit calculations To assist with the completion of relevant claim forms and ensure financial information is accurate and verified. Carry out home visits when necessary. Take a holistic approach by signposting/ referring older people to other support and services that may be of benefit. To go " above and beyond" for the older people who contact us, to ensure they get the support they need and more- following the " make every contact count" initiative.

Management of volunteers

To monitor and manage caseloads, allocate work to volunteers ensuring that work is purposeful, targets are clear and caseloads are manageable. To manage volunteers in line with Age UK's policies and guarantee the efficient and effective operation of the Information & Advice Service, ensuring cover at time of absence. To develop the role of volunteers involved in delivery of the information and advice service.

Quality

To ensure that the post holder and advice team work to sound professional standards that meet the Age UK I&A Quality Programme benchmarks and thus conform to the requirements of the Advice Quality Standard, and Age UK Herne Bay and Whitstable's policies and procedures. To keep informed of developments in benefits, community care, housing options and other issues relating to older people, including attendance at training and updating events, and to ensure that the team is appropriately informed. To ensure that, at all times, team members adhere to the principles of good customer care, ensuring that feedback from clients is received, analysed and considered on a regular basis, and to be involved in arranging more formal service evaluations. To be responsible for compiling and presenting monthly and quarterly reports (statistical and narrative- case studies) for internal and external reporting purposes and other reports as required, making use of IT and attending monitoring meetings. To ensure that records are maintained to meet quality standards and in accordance with the Data Protection Act and General Data Protection Regulations.

Public relations

To give talks and presentations to statutory and voluntary agencies and groups to promote Information & Advice and more generally the profile of Age UK Herne Bay & Whitstable in the region. To represent Age UK Herne Bay & Whitstable at meetings and conferences as appropriate. To work with other Age UK Herne Bay & Whitstable staff in the updating and dissemination of publicity material.

General requirements

To attend staff meetings and join working parties and project groups as appropriate. To engage in supervision and appraisals. To implement Age UK Herne Bay & Whitstable's Equality and Diversity Policy and ensure that equality and diversity principles are incorporated into the planning, delivery and monitoring of services. To work within core policies such as confidentiality and quality.
Other such duties as may be required that are consistent with the duties and responsibilities of the post.

Person Specification - Information & Advice Officer

Experience

Essential (E)/Desirable (D)

Experience of working in an information, advice, and guidance setting

E

Experience of providing information and advice to older people, their relatives, and carers

D

Experience of completing welfare benefit eligibility checks and benefit calculations

E

Experience of completing benefit forms

E

Experience of taking welfare benefits claims to mandatory reconsideration stage

D

Experience of working with or managing volunteers

D

Experience of working within a customer focused environment, face to face or telephone

E

Experience of facilitating groups

D

Experience of following safeguarding processes and practices

D

Experience of Partnership working

D

Attributes & Competencies

Excellent verbal and written communication skills

E

Excellent listening skills and the ability to provide empathy and understanding

E

Ability to proficiently use Microsoft packages & CRM systems to a competent level

E

Awareness of key issues affecting older people at both individual and social levels.

E

Ability to adapt communication styles to meet the audience

E

Able to work efficiently and effectively with a range of stakeholders forming productive and professional relationships

E

Self - motivated, organised with the ability to work to deadlines

E

Assertive and calm under pressure

E

Confident, clear, concise, and articulate use of language in presenting ideas verbally and in writing and speaking to groups

E

Understanding of and commitment to equality & diversity

E

A strong commitment to training and self-development.

E

To be a car driver and have access to a vehicle for use at work. Proof of appropriate insurance cover, including business use will be requested.

E

Awareness and understanding of the voluntary and community sector and inter-agency working.

E

Job Type: Full-time

Pay: Up to 27,366.71 per year

Benefits:

Discounted or free food On-site parking
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 24/07/2025