RESPONSIBLE FOR: The provision of information, advice, casework and reporting in or order to support our 50 community. PURPOSE OF THE ROLE: To offer a person-centred approach to information and advice to enable older people to remain independent, be involved in their community and experience an active and fulfilling life. THE MAIN DUTIES OF THE ROLE: The person appointed will work as part of a team of paid and voluntary staff. • To be an active member of the Charitable Services team • To deliver a person-centred service covering welfare rights, housing, social care and local advice according to client needs. This will include information, signposting, advice work and casework. • To carry out home visits, outreach appointments, deal with telephone enquiries and appointments in house. • To ensure the Information helpline operates in line with the required hours of operation. • To act on behalf of and with permission of clients, including correspondence, filling in forms and seeking information from third parties. • To manage own caseload with minimal supervision and work in close partnership with other agencies that provide information and advice. • To assist in developing the knowledge of volunteers and support them with more complex enquiries. • To assist in supervising and training a team of volunteers as and when required. • To maintain Charity Log database; keep full and accurate records of work done including case records and statistics, providing reports as required. • To provide talks and presentations to local groups about the service Information and Advice offer. • To work within the Age UK Northumberland policies and procedures and to ensure compliance with all relevant service standards and legislation, including Information and Advice Officer February 2022 for example; external compliance standards; the confidentiality of client information; any other data protection requirements; Health and Safety and monitoring of equal opportunities. • To develop and maintain effective relationships with clients, their carers and all other key individuals and/or groups whilst demonstrating a positive commitment to providing good customer service at all times. • To communicate effectively by maintaining clear concise and open communications at all times, ensuring the Line Manager is kept fully informed and updated. • Demonstrate personal leadership by contributing towards continuous service improvement adopting a positive approach to change and willingness to seek solutions to resolve the day to day challenges of delivering effective services for older people who live in Northumberland. • To attend regular formal supervision with the Line Manager and undertake training to update skills and knowledge appropriate to the role. • Willingness to work outside normal working hours on occasion if required and to participate in promotional, fundraising and income generating events, activities and any other duties as may be reasonably required by the organisation. • Strictly observe the need to be discreet with personal, sensitive information and adhere to the rules of confidentiality and the Data Protection Act. • Collaborate with the Volunteer Co-ordinator in ensuring that volunteers are supported in their roles within the organisation to achieve the desired outcomes. • Any other duties as delegated.