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Information and Advice Form Filler Volunteer

Information & Advice Form Filler  

Reports to: Information & Advice manager 

Based at: Age UK Enfield, John Jackson Library, 35 Agricola Place, Enfield EN1 1DW 

Role Introduction 

In this volunteer role, you will help older people complete a range of forms and online applications for Age UK Enfield. We offer this service in person, telephone or via video calls (by appointment only). Training, induction, and support will be provided.  

Background 

Age UK Enfield Information and Advice (I&A) service provides information and advice to older people on matters such as welfare benefits, health and social care, housing, and local services. The team is based in the Age UK Enfield office in John Jackson Library and is made up of an I&A manager and 4 I&A volunteers. The service is delivered Monday to Friday 10am to 4pm.  

Helping older people to complete welfare benefit applications and other types of documentation is an important function of an Age UK I&A service. Many older people struggle with such forms for several reasons – because of the complexity of the forms, issues related to failing health (poor sight, arthritis in their hands, struggling to concentrate, etc.), because they never learnt to read or write or because they do not have the IT (Information Technology) skills or access to technology to complete online applications. As a result, older people often do not receive money or services that they have a legal right or entitlement to.  

Key responsibilities 

  • Completing forms and online applications, in person or by phone / Zoom appointments with older people and their carers or family 
  • Providing guidance to clients on ‘next steps’ to be taken after the completion of a form or online application to enable a successful outcome (e.g., explaining any documentation they may need to send with an application form and the deadline for sending a form) 
  • Completing records of client interventions on Charity Log and liaising with key staff and volunteers at Age UK Enfield. 
  • Carry out tasks according to Age UK policies and standards, on confidentiality, equality and diversity policies, health, and safety.  

Experience 

  • This role would suit somebody with previous experience of working within the Welfare Benefit / Community Care System. (Public sector, local council, DWP, Adults Social Care, etc.) 
  • Experience of working or volunteering with older people in community settings 

Skills 

  • Good literacy and numeracy skills  
  • Recording & Reporting skills - the ability to write clear concise notes and records 
  • Good IT Skills - Understanding and experience of using Microsoft Suite packages, CRMs etc. Skills 
  • A methodical and orderly approach 

Qualities 

  • Patience & empathy - a commitment to ensuring that customers are provided with accurate, relevant, and timely information and support 

 Other requirements 

  • Ability to speak community languages is desirable   
  • Attendance of training and meetings 
  • The appointment is reliant on a successful DSB check  

Volunteering Commitment  

1 form filling session per week (approximately 3–4 hours) preferably on a set regular day. 

 

For further information, please contact Sian Peers, Volunteer Coordinator 

E:  volunteering@ageukenfield.org.uk   

T: 0208 375 4120