Advice Services Transition Project

Funded by the Big Lottery, this project aims to improve information and advice services in South Tyneside. These services form a crucial part of our infrastructure and provide a valuable source of free impartial advice on issues including benefits, income and housing and often somewhere to turn to in a crisis. The project is a partnership between Age UK, Citizen’s Advice Bureau and Welfare Rights in South Tyneside and aims to ensure advice services in the borough are able to continue supporting our communities effectively. Volunteers will be a vital part of our new service model and we are looking to recruit to the following role to support this project:

INFORMATION AND ADVICE VOLUNTEER

Purpose:

To provide information and advice to older people and their carers and family by telephone, e-mail, letter or personal contact. Information and Advice Services offers free confidential and impartial advice. We help thousands of clients to claim additional benefits and access grants and services. Advisors can help in dealing with a wide range of issues that concern people including benefits and income, money management, housing issues and care issues, as well as providing general information. Advisors can also make referrals and signpost to other organisations that will benefit the client.

Main activities:

  • Interview clients in person or by telephone
  • Correspond with clients by either telephone, e-mail, letter or personal contact
  • Identify and research information relevant to the clients situation drawing on information resources available both internal and external
  • Where appropriate and at the clients request, to act upon their behalf and represent their interests with third parties and assist with letter writing and form completion
  • Cover outreach services and office drop-in
  • Maintain statistical and case records using electronic systems

Qualities/experience/skills:

  • Effective communication skills, both oral and written
  • Excellent interpersonal skills and reliability
  • An understanding of the needs of older people
  • Patience and sensitivity in dealing with older people with an understanding of confidentiality and data protection
  • Ability to be self reliant with a confident approach
  • Ability to project a professional image
  • Effective IT skills

Training Provision:

All volunteers will undergo mandatory training in Information and Advice. Other training offered will depend on the individuals’ previous experience and skills.

Times you can volunteer (volunteers are not expected to volunteer full time):

Monday9:00am – 4:30pm

Tuesday9:00am – 4:30pm

Wednesday9:00am – 4:30pm

Thursday9:00am – 4:30pm

Friday9:00am – 4:00pm

Expected Volunteer Commitment:

Individuals can volunteer for as long or as little as they are comfortable with. Volunteers may want to start off with a few hours a week and then increase their commitment once they are comfortable and familiar with their role.

Location (where volunteers will be based):

Age UK office, Beach Road, South Shields

or

CAB, Edinburgh Buildings, Station Approach, South Shields

Line Manager:

Age UK Information & Advice Manager

Or

CAB Line Manager

Expenses

We will cover agreed out-of-pocket expenses for volunteers (e.g. travel costs). We will also insure you for the time you are volunteering with us.

DBS (Disclosure & Barring Service)

This opportunity is subject to a Standard Disclosure & Barring Service check.