Background to the role
We are recruiting a Service Manager to lead the work of our information and advice team. The postholder will maximise the reach and impact of our advice service by raising awareness amongst older east Londoners of their entitlements and overseeing the delivery of an efficient, high quality and well-integrated service.
Working across three of the most deprived boroughs in the capital, our advice team is made up of five advisers and three information officers. Together, they support over 8000 people a year across Newham, Tower Hamlets and Hackney. Building and strengthening this offer by growing funding for the service and increasing our use of volunteers is central to our ambitious new organistional strategy. We are looking for a new advice service manager to support the Head of Advice and Advocacy to drive this change forward.
Job description
Job Purpose
* Oversee the delivery of a high-quality information and advice service across three London Boroughs with high levels of income deprivation and health inequality.
* Manage, lead and motivate a team of experienced advisers and information officers.
* Ensure a high-quality service is delivered to clients and that our professional accreditation is maintained.
* Ensure that information officers are equipped with the knowledge and processes necessary to effectively triage people to the relevant internal and external services.
* Increase awareness of entitlements amongst residents by initiating and delivering campaigns, and by working in partnership with internal and external stakeholders
* Develop and grow the information and advice service to guarantee older people have access to accurate information about local services and free, quality independent advice into the future in a challenging funding environment.
Key Tasks
* Day-to-day management and leadership of the Advice Team comprising 5 Advisors, Information Officers plus volunteers, ensuring a strong team culture and their ongoing professional development.
* To maintain excellent working relationships with all internal and external stakeholders.
* Promote access to advice, deliver training sessions to the wider health, social care and VCS and otherwise be a tireless advocate for the independent advice sector to create strong local social justice partnerships.
* Conduct frequent quality checks/file reviews of all advice case records and guarantee compliance with professional standards to maintain quality marks and deliver excellent client outcomes.
* Lead and oversee the recording and reporting of the advice service; ensuring that multiple funders receive accurate and timely reports.
* Support the Head of Advice to ensure that evidence of the wider impact of advice is evidenced and reported to funders, commissioners and other stakeholders.
* Contribute to the organisational objectives contained with AUKEL s 5-Year strategy and actively identify opportunities for development, fundraising and systems improvement.
* To ensure the maintenance of relevant case recording and data systems for accuracy while complying with statutory requirements and maintaining client confidentiality.
* To undertake any other duties within the competence of the post hold as may be required from time to time for the smooth running of Age UK East London.
* To undertake all duties in line with Age UK East London policies and procedures (e.g. Health & Safety, Complaints, Confidentiality, Equal Opportunities).
Person Specification
Experience
Essential
* Of delivering a high-quality advice service.
* Of service recording and reporting.
* Of leading and motivating colleagues to deliver impactful services
* Understanding and commitment to safeguarding and promoting the welfare of vulnerable adults and their carers.
* Ability to keep an up to date knowledge of relevant changes to policy and practice, and to cascade this information effectively to colleagues.
Desirable
* Of providing services for older people
* Of developing and delivering successful applications to funders
* Of line management, and team leadership.
* Of operating information and advice helpline
Knowledge & Understanding
Essential
* Knowledge and understanding of Welfare Benefits legislation policy and practice.
* Understanding of confidentiality policy and practice
* Understanding of Equity, Diversity and Inclusion, including the impact of discrimination and disadvantage on our clients, as well as a commitment to investing in increasing your own awareness of EDI issues so you can contribute to making our organisation as equitable and inclusive as possible
Desirable
* Knowledge of other relevant areas of social welfare law e.g. Housing, appropriate case law, the Care Act 2014, Mental Health Act and Mental Capacity Act
* Of the specific needs of older people
* Of user involvement.
Skills/Attributes
Essential
* Excellent spoken and written communication skills, and the ability to clearly explain complex issues.
* Excellent IT skills
* Ability to give and receive feedback in a thoughtful, reflective and impactful way.
* Can demonstrate AUKEL values (accountable, kind, flexible, inclusive, collaborative) in the way the service is delivered.
Desirable
* Experience of delivering training
* Experience of delivering benefit take-up campaigns.
Additional Requirements
This post is subject to Disclosure and Barring (DBS) checks