Dear Applicant,

Trainee Project Assistant (Trainee Grade Scheme – TGS – 50 week fixed term contract) - Ref AB501

Please find enclosed your application for employment with Action for Blind People, part of RNIB Group.

As a hugely ambitious national charity, we provide expert practical support to blind and partially sighted people. Part of RNIB Group, combining our resources and expertise – we're reaching out to even more people and working more effectively than ever. You can obtain further information about the work of Action from our website www.actionforblindpeople.org.uk

Applications for this post will close at 5pm on Friday 12th February 2016

If you wish to have your application acknowledged, please affix a self-addressed stamped postcard to your application. This will be returned to you date stamped.

Your completed application and supporting statement should be returned to:

Action for Blind People Recruitment Team
105 Judd Street
London
WC1H 9NE
Email:

If you require this pack in an alternative format or if you require assistance in completing your application form please do not hesitate to contact the Recruitment Team on 0207 391 2277.

As a charity and in order to reduce our costs we do not notify applicants who have not been shortlisted for interview. Therefore if you have not been invited for interview a maximum of three weeks from the closing date then you should consider your application unsuccessful.

I would like to take this opportunity to thank you for interest you have shown in working with Action for Blind People, part of RNIB Group.

Yours sincerely

Aiste Lester

Assistant Resourcing Business Partner

Job Description

Job Title: Trainee Project Assistant

Job Level Cluster: S

Job Level: S3

Group: Customer Service and Support

Section: Advice and Support

Unit: Advice Service

Location: 10 Duke Street, Liverpool, L1 5AS

Type of Contract: 50 week Fixed Term Contract (TGS)

Salary: £14,736 per annum

Reports to: HMRC Project Manager

Purpose of Job:

To provide assistance with the HMRC project, carrying out calls to and from customers and inform people with sight loss about the services and practical support available to them, including tax and benefit entitlements, with the aim to increase independence and improve quality of life.

Trainee Grade Scheme

This post is part of the Trainee Grade Scheme (TGS). TGS provides valuable paid work experience to unemployed blind and partially sighted people and assists them in looking for permanent employment.

To be eligible to apply, you need to be unemployed and either blind or partially sighted. Previous trainees and ex-RNIB and Action for Blind People staff are not expected to apply.

Trainees will need to show a willingness to commit to further training dependent on individual need up to a maximum of one day a week.

The position is a fixed term contract of 50 weeks (that cannot be extended) and trainees will be subject to RNIB personnel policies / procedures.

Financial Responsibility:

None

Decision Making Responsibility:

Role well defined with recurrent work, limited timeframes and limited freedom to act.

Main Accountabilities:

1.  Following a period of training, to undertake scripted Quality of Life Checks with people with sight loss who are new to RNIB. The majority of checks will be conducted over the telephone or by email.

2.  To support service activities under supervision, including taking telephone enquiries, answering emails and following up voicemails.

3.  To provide information on tax and HMRC issues and welfare benefits by telephone, post or email and where appropriate refer on to colleagues and organisations to meet customer needs.

4.  To promote RNIB Group services via telephone, post or email.

5.  To refer the customer to other RNIB Group services and external agencies (e.g. local authority social services / social work department) so additional support can be obtained.

6.  To create and update customer records on our CRM (Customer Relationship Management) system and make referrals for volunteers as appropriate.

7.  To assist with carrying out follow up calls with customers to monitor and evaluate the service.

8.  To undertake any general administrative duties, as necessary, including photocopying and mailings.

9.  To maintain a working knowledge of RNIB Group factsheets and leaflets and to use the RNIB website, internet, and Enquiry manual to research appropriate services available.

General

1.  Undertake any other duties commensurate with the post.

2.  Adhere to all RNIB policies and procedures.

Person Specification

Please note all criteria are essential unless otherwise stated

1.  Specialist knowledge, skills and experience

1.1 Ability to help people affected by sight loss with practical and emotional support.

1.2 Ability to use Microsoft Office packages such as Word, Excel and Outlook (including access technology where relevant) to produce own correspondence, use the internet and email systems.

1.3 Ability to learn to use service specific IT systems e.g. databases.

Desirable

1.4 Knowledge of the main areas of disadvantage faced by people living with serious sight loss, especially older people and people who have been recently diagnosed.

2.  Team working skills

Ability to develop effective and supportive relationships with customers and colleagues.

3.  Planning and Organisational skills

Ability to organise time effectively, create work schedules, prioritise workload and meet deadlines.

4.  Problem-solving and creative skills

4.1 Ability to consult appropriately with others when making decisions.

4.2 Ability to remain calm and controlled under pressure.

4.3 Ability to know your own boundaries and when to refer customers who may be distressed or anxious to emotional support services.

5.  Communication skills

5.1 Ability to communicate effectively, both verbally and in writing, adapting style to suit the audience.

5.2 Ability to draft and format customer correspondence.

5.3 Ability to interact with customers, colleagues and a range of organisations in a professional and appropriate manner.

6.  Equal Opportunities

Ability to understand and demonstrate commitment to RNIB's Equal Opportunities Policy and to ensure all activities are consistent with the Equal Opportunities Policy. This includes all staff activities and their interface with the general public.

7.  Special conditions

7.1 Appointment subject to an Enhanced Disclosure and Barring Services Check for regulated activity.

7.2 This post has been identified as one where there is a significant amount of time spent on keyboard work. Training is offered in the correct use of VDUs.


Behaviours

Deliver results

·  Shows commitment to continuous personal learning and development which supports the delivery of outstanding service.

Engage customers

·  Prepared to go the extra mile to exceed customer expectations.

Engage others

·  Builds and sustains strong support relationships with colleagues and customers and others which engenders trust and respect and contributes to team and organisation’s profile and reputation.

Set direction

·  Demonstrates awareness of commercial and financial considerations.

·  Identifies opportunities for innovation and creativity which contribute to team’s goals and continued success.

·  Cooperates and is open to possibilities of change, responds positively to change and considers ways to implement and adapt to change.

Lead and inspire

·  Shows willingness to take responsibility for own action.

·  Remains calm and focused under pressure.

·  Displays resilience and takes a rational approach.

Personal impact

·  Communicates clearly, concisely, accurately and appropriately to the audience.