Information and Advice Service Volunteer - Age UK HHB
You'll provide information and advice to older people and their carers by telephone, e-mail or to personal callers at our Information Centre’s in Uxbridge, Ruislip and Townfield.
Activities can include:
- Meet clients in person or by telephone.
- Exploring the nature of problems raised by clients and, where appropriate, their wider circumstances.
- Identifying and researching information relevant to the users’ situation, drawing on information resources available.
- Presenting and discussing information with the client in an accessible form, enabling them to identify a suitable solution.
- Informing clients about services that may be available to them and how to access them and, where appropriate, refer people to other agencies and sources of help.
- Obtaining permission from client to store their details on Charity Log, to contact other agencies on their behalf and for their case notes to be audited for quality by Age UK or Advice Quality Standards.
- Maintaining statistical and client records using manual and electronic systems.
- Liaising closely with Information and Advice Advisers and Manager seeking advice, guidance and support where required.
- Participating in Bi monthly support meetings and training sessions as necessary.
Personal qualities and experience
IT skills, excellent communication and a good standard of written and spoken English. A team player, a flexible approach and have an interest and awareness of the needs of older people.
Commitment
Following training a minimum of one year commitment in the role, and a minimum of 3 hours a week with the flexibility to cover on an ad hoc basis.
Attend bi-monthly volunteers support meetings.
Attend an annual review meeting.
Attend all mandatory training as required by Age UK HHB.
Develop a working knowledge of Age UK HHB and its’ services and the information and office systems supporting the service.
Keep up to date with relevant laws, policies and procedures – locally and nationally
