Job Description

To apply for this role, please follow the link below to access the Age Cymru Gwent website.

https://agecymrugwent.jobs.people-first.com/jobs/details/recruitment%2Fjobdetails%2F1c56dcdf-1401-4b4f-b7f7-1951404dbb00

JOB PURPOSE

You will have a clear understanding of information and advice provision in line with the Information and Advice Quality Performance Mark. You will provide comprehensive information, advice, support and guidance to clients aged 18 plus in a variety of settings.

Supporting them through identifying eligible welfare benefits, assisting with application form completion, signposting to alternative services and providing accurate information on a diverse range of issues affecting adults. You will manage your work time effectively, have a passion for supporting people and the ability to be flexible in order to meet service needs, including working anti-social hours when required. The ability to drive and have access to your own vehicle for work purposes is essential to your role. You will also undergo an enhanced DBS check.



MAIN DUTIES AND RESPONSIBILITIES

To provide comprehensive information, advice, support and guidance on a wide range of subject areas, including but not exclusive to welfare benefits, housing, care support, planning and residential care options To work in a person-centred way ensuring the clients are treated with dignity and respect based on their individual circumstances. To act for the client where necessary by calculating, negotiating, drafting or writing letters and/or telephoning on their behalf and application form completions To identify appropriate solutions that will suit the client's individual needs through the provision of signposting, information and/or advice. To provide quality support to clients in the community, from an office, via telephone, Teams, Zoom or WhatsApp as directed by the client To log clear and concise case notes on IT systems (Charitylog), following up on any actions and ensuring these are up to date for all cases across the team To record case notes in line with AQS quality framework and organisational standards To maintain and compile detailed records to ensure accurate statistics can be created as required by the funders To ensure that safeguarding of clients is a key priority and take any necessary internal and external procedures and action To maintain confidentiality and understand data protection - GDPR regulations To form an active part of the Information and Advice Department and attend team meetings, individual meetings, external meetings, and supervisions To act as a champion for Age Cymru Gwent, its work and the Information and Advice Team when needed at external events, networking meetings and similar. To work with the Manager, colleagues and the wider team to develop and improve service to our clients To assist with telephone enquiries and accept referrals to the service as required To carry out any routine administrative duties and any other additional duties as required by the Manager To be prepared to undertake regular training as required under external and organisational regulations, including online training modules To be willing to travel and work flexibly throughout the charity operational area To be prepared to work from any of our operational bases as required
The list of duties and responsibilities is not an exhaustive one and may be varied from time to time by the organisation.

This job description is subject to regular review.

PERSON SPECIFICATION ESSENTIAL DESIRABLE

Qualifications and technical skills

High standard of literacy and numeracy Driving licence and access to a vehicle for work purposes or experience Strong IT skills including Microsoft Office, Teams and Outlook. Confident in using Customer Relationship Management (CRM) systems. Good administration skills with strong attention to detail. Experience in a similar role or a qualification in a relevant discipline or a willingness to undertake such a qualification within 1 year Ability to speak Welsh. Knowledge Knowledge and understanding of the needs of clients with disabilities. Knowledge and understanding of the changing needs of both working age and older people. Knowledge and understanding of the needs and pressures of unpaid carers. Knowledge and understanding of Safeguarding good practice General Data Protection (GDPR) Experience Experience providing information and advice in a professional environment. Experience effectively managing a demanding and ever-changing caseload. Experience of researching information and/or solutions on more complex enquires. o Experience of working within the Third Sector. Experience working in an Advice Quality Standard registered service. Experience working with or supervising volunteers. Specific/expertise in one of the following areas would be advantageous: Housing Advocacy Health and social care Welfare benefits Consumer rights


Aptitude & Skills

Highly driven to meet the needs of our clients. Excellent communication skills both verbally and in writing, along with the ability to adapt communication as needed. Effective time management skills and highly organised. Good networking and relationship building skills. Ability to operate effectively as part of a team and on own initiative. Ability to be self-reliant and to portray a professional image always.
EXPECTED BEHAVIOURS & VALUES

When we work with our clients, each other, and our stakeholders, we are expected to:

Work together to get things done and achieve more. Treat our clients, colleagues and stakeholders with friendliness, respect, dignity, and empathy. Act professionally, openly, and honestly. Embrace diversity and are inclusive to all. o Treat our clients and colleagues with care. Treat people as individuals.
SPECIAL CONDITIONS

Disclosure & Barring Service Disclosures

This post will result in you having substantial contact with the public. The Charity, therefore, requires that if you are successful in your application, you will be subject to a Disclosure and Barring Service Disclosure. Other Current, full, UK driving licence and access to a vehicle for work purposes.

For non-registered service - willing to work flexibly between 9 a.m - 5 p.m Monday to Friday to meet the needs of the business (some occasional weekend work may be required.) For registered service - willingness to work flexibly across 24 hours, 7 days a week.

TRAINING Undertake all mandatory training relevant to the role and be responsible for your own Continuing Professional Development.

Job Type: Part-time

Pay: 14.02 per hour

Expected hours: 18.5 per week

Work Location: In person