Job Description

Overall objectives:

Our information and advice service works with people with a sensory impairment to identify the support they require, access services, information and equipment, assist them to develop skills to live more confidently and independently and make decisions about their own lives.

Expected impact

: People who are D/deaf, hearing impaired, deafblind or have dual sensory loss will have improved access to information, advice and support to enable them to make informed decisions and feel more in control of their lives. Clients will have improved access to aids, equipment and support services which enable them to carry out day to day tasks and engage in activities that increase their independence. Clients will experience improved wellbeing, including physical and mental health.

Main accountabilities and activities:

Information and advice service delivery

Provide initial information, advice and guidance for people who are D/deaf, hearing impaired, deafblind or have dual sensory loss, and their families, and professionals who are supporting them.

Conduct initial client needs assessment face-to-face, over the telephone, or online.

Input new referrals and ongoing case notes to maintain our client relationship management (CRM) database in an accurate and timely manner.

Provide a face-to-face information and advice service across the county including in each district of Worcestershire.

Provide short-term, focussed interventions to support people with sensory impairment to overcome challenges, make adaptations and connect with services which enable them to develop and maintain independence.

Avoid dependency by concentrating on strategies which empower the individual and give them the confidence and skills to progress to successful independent living, including challenging inaccessible service providers.

Actively manage a caseload, making appointments, completing risk assessments, and prioritising tasks as appropriate.

Understand and take appropriate steps to identify and manage risks, behaviours, and concerns to protect and safeguard vulnerable adults and maintain their right to self-determination.

Aids and equipment

Demonstrate a range of equipment and assistive technology solutions for people with hearing impairment. Work with partners such as Worcestershire Council Sensory Impairment Team, grant-making bodies and equipment providers to support access to the most appropriate equipment at the best price.

Partnership working

Effectively manage working relationships and referral mechanisms with other agencies and relevant stakeholders.

Research the work of other organisations locally and nationally. Maintain knowledge of sensory health guidance, programmes, and support, including Sensory Matters Worcestershire's and partner literature, websites, and other resources to provide up-to-date information, advice and guidance.

Regularly contribute to the upkeep of the online and hardcopy Knowledge Hub.

Work collaboratively with other professionals and organisations involved with clients to ensure the best possible support is provided throughout the pathway, in particular the Sensory Impairment Team, audiologists, other charities, equipment providers and hearing service providers. Signpost or refer as appropriate.

Support clients to develop links with other service providers, community groups, activities, volunteers, and befrienders, where appropriate.

When necessary, work with trained volunteers and partners to provide basic D/deaf and hearing impairment awareness training to local businesses and community groups to support better client integration in the community.

Service marketing, communications and teamwork

Work with other staff to develop the Sensory Matters service, growing numbers of clients who are D/deaf, hearing impaired, deafblind or have dual sensory loss.

Regularly provide case studies with permission as content for Sensory Matters Worcestershire's reporting, communications and media.

Support Sensory Matters Worcestershire events and wellbeing activities including fundraising and social events.

Data management

Promptly and accurately enter data into the CRM to enable reporting on outputs and outcomes.

Support outcome measurement processes for this service.

Use Sensory Matters Worcestershire's systems appropriately to ensure client data is captured in a way that is compliant with data protection legislation. This will enable clients to receive the information they want on an ongoing basis and enable us to measure the impact of what we do.

General

The following points are common to all job descriptions:

Undertake any other duties commensurate with the post.

Attend training, supervision, and appraisals as and when appropriate.

Adhere to legislative and organisational policy and procedure.

Use Sensory Matters Worcestershire's systems appropriately to ensure client data is captured in a way that is compliant with data protection legislation and enables clients to receive the information they want on an ongoing basis and Sensory Matters Worcestershire to measure the impact of what we do.

Work with other parts of the organisation to promote and support the work of Sensory Matters Worcestershire and provide opportunities for support and involvement in local fundraising and awareness activities and events.

Assist in the planning and delivery of service improvement and participate positively in the implementation of new working methods and practices as required.

Person specification

: Criteria are essential unless otherwise stated

Experience of working in a public-facing role (e.g., customer service, advice, health, social care).

Understanding of the issues and barriers faced by people with a hearing impairment.

Communication skills for working with D/deaf and people with hearing loss, basic BSL skills (desirable).

Communication skills for working with Deafblind, basic deafblind manual (desirable).

Experience of working with people with disabilities, including hearing impairment (desirable).

Commitment to and understanding of working in a person-centred way.

Experience of offering person-centred support, advice or guidance (desirable).

Experience of managing a challenging and varied workload (desirable).

Knowledge of and strong commitment to equality and diversity.

Knowledge and understanding of safeguarding adults and a clear focus on taking appropriate action.

Experience of working with volunteers (desirable).

Experience of multi-agency working (desirable).

Ability to work remotely and autonomously.

Excellent communication skills with an ability to adapt to the needs of others appropriately.

Competent IT user, including use of Microsoft Office and databases.

Experience of using Charity Log or other CRM (desirable).

Ability to work within professional boundaries and to respect and adhere to confidentiality aspects of the work.

Experience of producing reports and/or collating data relating to key performance indicators (desirable).

Willingness to be flexible and work as part of a whole-organisation team.

Ability to travel throughout the county, with the support of Access to Work where appropriate.

Job Type: Part-time

Pay: 12.60 per hour

Expected hours: 16 - 24 per week

Benefits:

Free parking Health & wellbeing programme
Application question(s):

Are you based in Worcestershire and/or able to travel to our office in Worcester?
Work Location: In person

Application deadline: 14/07/2025