Info and advice manager job description

JOB DESCRIPTION

This Job Description is indicative only, and does not form part of the Statement of Terms and Conditions or Contract of Employment of the post holder.

The job as described will be reviewed on a regular basis to respond to the changing needs of the post and of the organisation.

Job Title:	Information and Advice Manager
Base:	Unit 119, Broad Street Mall, Reading, RG1 7QE
Employer:	Age UK Berkshire: Company No. 7928260, Charity No. 1146462
Hours of work:	25-37.5 per week
Salary:	£28,500- £30,500 (FTE)
Responsible to:	Operations Manager
Responsible For:	Information and advice staff and volunteers
Terms and Conditions:	All terms and conditions are in accordance with the standard terms and conditions of employment with Age UK Berkshire. Details of these can be found in your Contract (Statement of Terms and Conditions of Employment).
Special Conditions:	Local travel during work may be required, for which mileage allowance or public transport costs will be paid.
	Occasional evening and weekend work may be necessary, for which time off in lieu on an hour-by-hour basis is allowed.
	The post is subject to a satisfactory Disclosure and Barring Scheme check.
Date this Job Description was last reviewed:	September 2024	Intended end of contract:	Permanent

JOB SUMMARY

Managing, supporting and developing the Information & Advice team, including staff advisors and volunteers.
Directly providing advice, managing a caseload.
Ensuring the Information & Advice team meet KPI’s and help deliver the organisations strategy.
Working in partnership with other local services and looking for development opportunities.
Ensuring the provision of high quality, accurate and accessible advice.
Achieving and maintaining Information & Advice quality standard accreditations.

Main Duties:

Manage the Information & Advice service including ensuring clients are given prompt, accurate, confidential, relevant and complete advice.
Directly provide advice to older people in over the phone, online, in their own homes or in other community locations, managing a caseload. The main area of work is welfare benefits advice. Other topics could include housing, accessing care, scams and independent living.
Manage, guide and develop the small team of Information & Advice advisors and volunteers, with a particular focus on improving knowledge and skills.
Ensure the service achieves and maintains relevant Information & advice quality standards (QAA and QUISS), including processes for case checking and independent file reviews.
Ensure the Information & Advice team take a highly holistic and person-centred approach to advice, actively referring and signposting to other support and always looking to make every contact count.
Ensure accurate and complete records are maintained.
Coordinate monitoring of the service including collecting outcome-based feedback / case studies and produce quarterly and annual reports for funders and evaluation.
Ensure the service builds close partnership with other internal and external services – always looking for opportunities for development and improvement, as well as ensuring good communication.
Ensure the Information & Advice team attend relevant training to keep updated with developments. Ensure high levels of understanding of the welfare benefits system and entitlements.
Attend meetings as required, including external meetings and events to raise the awareness of the service and build partnerships.
Communicate effectively - electronically, verbally and in writing.
Be aware of and report any safeguarding concerns.
To comply with all Age UK Berkshire policies and procedures and with all relevant legislation.
To carry out any other duties, commensurate with the rate of pay and grading, as may from time to time be assigned by the Directors of Age UK Berkshire.

Person Specification

Please see below requirements requirement when completing your application.

These will be identified through the application process and Interview, including exercises.

ATTRIBUTES	ESSENTIAL	DESIRABLE
EDUCATION TRAINING KNOWLEDGE	Good level of general education Evidence of motivation for personal development Demonstrate of knowledge and understanding of the problems and issues that vulnerable people face. Knowledge and understanding of the national and local policy context and developments for information and advice services. Awareness of current issues impacting on health and social care, welfare benefits and housing, including the use of reference materials and consideration of relevant legislation and regulations. Wide knowledge and understanding of a range of services / benefits calculations, eligibility and qualifying criteria.	Qualification in I&A or health and social care Enhanced Quality Standards knowledge Educated to degree level or equivalent
RELEVANT EXPERIENCE (PAID OR VOLUNTARY)	Experienced of working as a service coordinator / manager Experience of managing a complex service Experience of working with vulnerable people and / or people in vulnerable situations and deprived areas; able to demonstrate experience and understanding of boundaries Experience of networking and working collaboratively liaising with agencies and professionals in health/social care settings or similar in the Statutory/Voluntary/Community sectors.	Experience of working with Information & Advice services Experience of working with older people and their carers Experience of working with geographically spread teams
ATTRIBUTES	ESSENTIAL	DESIRABLE

Experience of working to deadlines, working compliantly with client confidentiality, GDPR, health and safety and safeguarding policies

Experience of working with individuals in a

Strength based and facilitative way

SKILLS AND ABILITIES

Identifiable leadership and management skills and understanding of effective performance management and quality standards compliance.

Excellent interpersonal and written communication skills with the ability to communicate positively with people at all levels

Ability to lead, manage and support a diverse and geographically spread teams of staff and volunteers

Ability to build motivational working relationships with team of workers, building on their strengths

Ability to manage case load and priorities own workload without close supervision

Excellent organisational skills and the ability of delivering quality services within required timescales and making efficient use of time and resources

Ability to analyse and evaluate performance or practice and make recommendations to drive continuous improvement

Analytical, solution focused with ability to problem solve, including dealing with complexity in a creative and imaginative way

Ability to work effectively in situations of conflict with integrity and diplomacy

Advanced skills in monitoring and evaluation and in producing full content reports as required.

Fully confident in the use of IT and web-based systems, tools/information and mobile technology

Presentation skills

Marketing and Promotional skills

Experience in Microsoft Word, Outlook and Excel, as well as knowledge of database management.

ADDITIONAL FACTORS

Confident and self-motivated

Ability to work collaboratively as lead for and as part of a team

Understanding influences on health, independence, and well-being

Commitment to confidentiality and equality and diversity and to working compliantly with legal and policy requirements

Self-motivated with a High Level of enthusiasm and willingness to work flexibly and “can-do attitude”.

Local knowledge of Berkshire and local agencies

Understanding of the Statutory and Voluntary sectors

Willingness to attend occasional out-of-hours events

ATTRIBUTES

ESSENTIAL

DESIRABLE

Commitment to involving people in work including staff, volunteers and clients

Ability to demonstrate a good attendance record

Non-judgmental attitude and positive attitude to older people and ageing

Availability of own transport / ability to travel independently between locations