JOB TITLE: First Call Information Service Co-Ordinator

LOCATION: Based at, and working from, the Age UK York’s offices in Walmgate


To provide a single point of call for older people and their representatives to access appropriate information, advice and low level support. The service provides information for people aged 50 years and over who may not be in contact with statutory services but need low level support for independent living. The key areas of support the service will focus on will include;

  • Finding support to enable customers to live independently and safely at home
  • Repairs and maintenance
  • Local groups and community activities available in your area
  • Money and benefits advice and information
  • Local transport and community schemes
  • Home security and fire safety
  • Housing and accommodation matters
  • Support for carers
  • Local health and exercise options
  • Keeping the home warm
  • Befriending and home visiting services

First Call Information Service Co-Ordinators identify and clarify the needs expressed by the older people/ their representatives. In response they provide information and make referrals to appropriate partner agencies. All referrals will be followed up to ensure the older person has received the requisite support. Gaps in services identified through the service will be highlighted to the Service Commissioners.


The First Call Information Service Co-Ordinator is to work in conjunction with, and under the day-to-day supervision of, the Community Befriending & Support Service Manager to take responsibility for:-

Referrals/ Requests for Information

  • To be the Age UK York ‘First Point of Contact’ for all Information & Advice enquiries/ referrals either direct from customers/ their representatives, partner agencies and from Age UK York Reception and other Services within the Organisation.
  • To Log all referrals, complete a referral form for each new referral detailing the support/information required and update AEGIS database.
  • To contact the customer by phone to clarify needs.
  • To make assessment visit to customers with complex needs or communication difficulties.

Response/ Resourcing

  • Undertake research on behalf of the customer to provide information/ support required
  • Discuss options with the older person and seek permission to signpost to partner agency.
  • Signpost older person to partner agency/ other Age UK York Services eg. I&A, Housing, Benefits or Casework
  • To record outcomes and information provided on referral form and AEGIS database.

Monitoring and Evaluation

  • Where appropriate, follow- up call/ visit with customer to ensure they have received appropriate support/ advice
  • Where appropriate, follow- up with partner agency to monitor progress.
  • Identify gaps in services/ capacity issues highlighted by partner agencies
  • Ensure all information is accurately recorded on AEGIS database.
  • Support Service Manager to complete and submit quarterly monitoring and evaluation forms to Commissioners.

Publicity and Promotion

  • To publicise the service at information events and give presentations to local groups for older people.


  • Toensure To complete evaluation questionnaire, where appropriate.
  • To complete visit reports following any home visits and link to AEGIS.
  • To keep records of all personal expenses to be reimbursed and expenses incurred, for the service;
  • To undertake any other administrative assistance commensurate with the post.

Office Cover

  • The Co-Ordinators must ensure that the office is manned between the hours of 9.00am and 4.00pm (open to the public 9.30am to 3.30pm). As far as possible, cover should be arranged by mutual agreement between Co-ordinators. However, Management reserves the right to organize cover according to the requirements of the Service. Flexibility of working days is required to provide adequate cover for staff holidays and staff sickness absence. 2 Co-ordinators to cover the office during core hours.

Other Duties

  • This post is offered through Age UK York and all staff employed on the Signposting Service are expected to adhere to, and promote, the policies of Age UK York, including Health & Safety, Equal Opportunities, Anti-discriminatory practices and Confidentiality.


The Co-Ordinator is accountable on a day-to-day basis to the Community Befriending & Support Service Manager, but under the overall management of the Deputy Chief Officer and, ultimately, the Chief Officer. Supervision is provided on an ongoing basis. There is also a requirement to attendregularteam meetings.



Essential Criteria

  • Excellent communication & listening skills
  • Ability to work independently
  • IT Skills essential
  • Excellent organisational / administrative skills
  • Networking/ resourcing skills
  • Ability to empathise with older people
  • An understanding of the importance of Health & Safety regulations
  • Access to car insured for business use
  • Commitment to anti-discriminatory and equal opportunities policies
  • Commitment to Age UK York's confidentiality policy

Desirable Criteria

  • Experience of working with older people
  • Commitment to promoting user choice
  • Experience of working with databases


BASE LOCATION: Age UK York offices in Walmgate, York. The post holder will also be required to visit service users in their own homes within the York area.

HOURS: 2 posts

15 hours per week Currently Monday, Tuesday and Wednesday 11 – 4pm

(with flexibility to cover holidays and staff absences)

It is essential that we provide office cover 9.00am – 4pm Monday to Friday.

Co-ordinators will be required to work on rota basis to ensure office cover.

2 Co-ordinators will be on the rota each day .

TERM: until 31.3.17 (subject to review)

SALARY: £9.14 per hour

HOLIDAYS: 5 weeks + 1 day (full-time equivalent) - pro rata

Travelling expenses will be paid at 41p per mile