Background to the role Age UK East London are recruiting a Senior Information Officer to join our growing information and advice team. We support thousands of people a year to maximise their income, challenge decisions and ensure that they understand their rights and entitlements. Job description Job Purpose We support some of the most deprived communities in the UK, tackling poverty and health inequality while promoting independence and well-being. Working in well networked and integrated systems you will make a key contribution to improving the lives of adults, their carers and the wider community. As a Senior Information Officer at AUKEL you will provide be responsible for the smooth operating of our ‘front door’. Your will ensure that people get a timely and professional response from us whether they contact by email, telephone, or by dropping-in to one of our centres. You will line manage a small team of information officers, ensure the service runs efficiently and effectively, and is properly integrated with all our wider services. You will help clients with their enquiries by providing accurate information, signposting, and referral. You will also triage referrals from professionals and ensure that every query gets appropriately responded to by the appropriate member of our team. Key Tasks Support the growth and development of the AUKEL helpline to meet demand and support wider AUKEL Strategy. Line Manage information officers to Advice Quality Standard and in line with relevant legislation. Compile rotas and ensure that there is always adequate cover on the helpline and support the day to day running of the AUKEL front door. Develop and maintain a comprehensive, up to date directory of local services for AUKEL and the wider community. Provide information, signposting and referrals to older people and their carers on matters of social welfare, housing, health and social care etc. Carry out accurate welfare benefit calculations. Oversee referrals and enquiries for the advice team ensuring that referrals for case work are appropriate. Ensure that all evaluation and monitoring information is collated and available for funding reports. Ensure the reception areas are kept stocked with up-to-date information resources and all literature is current and accurate. Ensure our ‘front door’ services are accessible to all older people. General To meet regularly with Advice Service Manager for support, supervision and appraisal. To attend team and staff meetings, (and other meetings) as required. To undertake any other duties within the competence of the post holder as may be required from time to time for the continued smooth running of Age UK East London. To undertake all training required to fulfil the role. To carry out the duties of the post in accordance with Age UK’s East London’s policies and procedures including: EDI, Health & Safety, Confidentiality, Complaints, Data Protection, Safeguarding Vulnerable Adults. Functional Links The role reports to the Advice Service Manager. Person Specification Experience Essential Minimum of 2 years’ experience working in an information and/or advice service, or similar helpline.Demonstrable experience in Social Welfare Policy and practice inc. Social Welfare, Housing, Care Act etc. Desirable Experience of working on busy helpline. Holds NVQ Level 3 Advice & Guidance, or equivalent qualification and experience. Knowledge & Understanding Essential Understanding of the impact of discrimination and disadvantage on the lives of people and ability to work in a trauma-informed manner. Understanding and commitment to safeguarding and promoting the welfare of vulnerable adults and their carers. Understanding of Data Protection and Privacy in policy and practice. Knowledge and understanding of local health, social care and voluntary community sector services. Desirable Knowledge of service available locally to residents and their carers. Experience of supporting older people and knowledge of the issues affecting them. Skills/Attributes Essential Good IT skills Can demonstrate AUKEL values (accountable, kind, flexible, inclusive, collaborative) in the way the service is delivered. Commitment to learning and development and reflective practice. Excellent written and verbal communication. Additional Requirements This post is subject to the relevant check through the Disclosure & Barring Service (DBS). Flexibility in working hours to meet organisational needs.