Volunteer Role Profile

Role: Information & Advice Volunteer

Responsible to: I&A manager

Based at: Age UK Enfield John Jackson Library Agricola Place Enfield EN1 1D

Introduction

Age UK Enfield Information and Advice (I&A) service provides information and advice to older people on matters such as welfare benefits, health and social care, housing and local services. The team is based in the Age UK Enfield office in John Jackson Library, and made up of an I&A manager and 3 I&A volunteers. The service is delivered from the Age UK Enfield Office

Helping older people to complete welfare benefit applications and other types of documentation (e.g. Blue Badges/Taxicard) is an important function of an Age UK I&A service. Many older people struggle with such forms for several reasons – because of the complexity of the forms, issues related to failing health (poor sight, arthritis in their hands, struggling to concentrate, etc.), because they never learnt to read or write or because they do not have the IT skills to complete online applications. As a result, older people often do not receive money or services that they have a legal right or entitlement to.

In this volunteer role you will assist older people to complete a range of different forms and online applications for Age UK Enfield. I&A Training, induction and support will be provided.

Key responsibilities

Ø To interview clients in person or by telephone

Ø Explore the nature of the problem raised by the person and, where appropriate, their wider circumstances.

Ø Identify and research information relevant to the clients’ situation.

Ø Present and discuss information with the client in an accessible form, enabling them to identify a suitable solution.

Ø Where appropriate and at the client’s request, to act on their behalf and represent their interests with third parties by letter or telephone.

Ø Inform client regarding services that may be available to them and how to access them, including Age UK services; and where appropriate to refer clients to other agencies and sources of help.

Ø Give help with letter writing and completing forms.

Ø Completing records of client interventions on Charity Log and liaising with key staff and volunteers at Age UK Enfield.

Ø Complete benefit checks using Age UK’s software package.

Ø Liaise closely with the Information, Advice & Advocacy Manager and other advisers, seeking advice, guidance and support where required.

Ø Participate in training sessions and meetings as necessary.

Ø Carry out tasks according to Age UK policies and standards, in particular on confidentiality, equality and diversity policies and health and safety.

Ø Work as part of a team seeking guidance from Age UK Enfield staff as appropriate

Previous experience and role requirements

This role would suit somebody with previous experience of the Welfare Benefit / Community Care System. People who have previously worked in the public sector, for example the local council, the Department for Work and Pensions, the Health Service, the emergency services or in a regulated care setting would be particularly suited to the role. Any potential volunteer will need to be able to demonstrate:

Ø Strong literacy and Strong literacy and numeracy skills

Ø Good IT skills

Ø The ability to understand written information and explain things clearly without using jargon or being patronising

Ø A commitment to ensuring that customers are provided with accurate, relevant and timely information and support

Ø The ability to write clear notes and records

Ø A methodical and orderly approach

Ø An open-minded approach to individuals, avoiding judgement and stereotyping while demonstrating patience and empathy

Ø A willingness to attend training and support sessions

Ø Ability and interest in working with older people.

Ø Willingness to have a DBS check.

ESTIMATED HOURS: preferably two sessions per week (9.30am until approx 3.00pm) or a minimum of one day or two half-days a week.

For further information, please contact Denise Perkins, Information, Advice & Advocacy Manager on 020 8375 4120 or ?ageukenfield.org.uk

Job Types: Part-time, Volunteer

Pay: £1.00 per year

Benefits:

Casual dress
Company pension
On-site parking

Schedule:

Monday to Friday

Ability to commute/relocate:

Enfield: reliably commute or plan to relocate before starting work (required)

Application question(s):

Are you aware this is an unpaid voluntary role? Please only apply if you are looking for volunteer work.

Work Location: In person

Age UK Enfield

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