JOB ROLE DESCRIPTION
Role Title: Senior Advice Worker Service Area: Advice & Support
Location: Head Office, London N17
Reports To: Deputy Chief Executive Salary: Spinal pt. 29 - 33
Age UK Haringey is at a turning point in its development - as it looks to re-design its
services in line with the current and future needs of older people in a way that is
sustainable for the long term. This will help us meet the needs of older people and
enable them to continue living as active citizens in the local community, access
healthy living activities and contribute their skills whilst making and regaining
The Advice and Support service area works with older people empowering them to
obtain the information, advice and practical support they need to lead independent
Age UK Haringey is re-designing its services in line with the current and future needs
of older people in a way that is sustainable for the long term. This will involve
recruiting, training and deploying volunteers to support an updated approach which
will ensure older people are signposted to appropriate local services; ensure that
they access benefit entitlements, help them organise practical help at home and
support their continued active participating in the community
Core Purpose of Role:
To assist the Deputy Director in the provision of a high quality and personalised
information and advice service for older people and their carers, delivered to
Community Legal Services quality standards.
To promote the opportunities of working with volunteers, signposting to available
support and maximising benefit entitlement.
To train, supervise and develop Information/Advice staff and volunteers.
To devise and implement a structured training programme for Information and
1. To deliver face-to-face advice and casework to older people and their carers
via telephone, home visits and outreach sessions at a range of community
2. To monitor and manage caseloads, ensuring clear targets and to allocate
work to Information/Advice staff and volunteers.
3. Recruit, train and develop volunteers to provide information and advice
including welfare benefits.
4. Supervise and support staff and volunteers enabling them to use a time
specific, goal oriented approach.
5. Ensure that staff and volunteers adhere to the principles of good customer
care ensuring that feedback from users is received analysed and considered
to an agreed timescale.
6. Make use of qualitative and quantitative data across information and advice
initiatives to demonstrate their value; providing reports and service statistics
on a monthly basis.
7. Comply with the Community Legal Service Quality Mark and other relevant
8. Liaise effectively with a range of people across the local community, including
statutory, voluntary and commercial sectors.
9. Keep abreast of all relevant legislation and health and social services
provision that affect the provision of care for older people and share this
knowledge with colleagues and service users.
1. Provide an agreed combination of drop-in and appointment-based information
and advice service sessions supported with Information and Advice staff and
2. Oversee the risk assessment process for all venues used for information and
advice activities, ensuring compliance with health and safety guidance.
3. Maximise the opportunity for people who use the information and advice
service to move on to becoming information and advice volunteers
4. Lead regular allocations meetings to review progress against agreed
Information and Advice quality standards; ensure correct opening and closing
of files are observed.
5. Monitor the range of services (information, advice, advocacy, leisure /
educational activity, medical, social, benefits, housing, etc) that service users
are being empowered to access; take affirmative action enabling individuals to
6. Work with Development Officers leading on local networks to enable them to
address the non-specialised needs of older people at neighbourhood level.
7. Maintain accurate, effective casework notes.
8. Collate and analyse quantitative (output) data in required report formats to
9. Produce outcome-focused reports including qualitative data, demonstrating
the impacts, benefits, risks for the services delivered to agreed timescales.
10. Implement agreed methods of obtaining and responding to older people’s
views with particular emphasis on capturing information and advice service
user satisfaction feedback in a timely, appropriate and culturally sensitive
11. Maintain up to date knowledge of national and local information that can lead
to new opportunities for initiatives to be developed; use report writing skills to
show why and how these could be of benefit to local people.
12. Ensure the Information and Advice initiatives and activities are promoted and
marketed to all sections of the community, delivering effective presentations
to encourage take-up of available services with a diverse range of older
13. Contribute to relevant websites and newsletters (etc) to promote the work of
Age UK Haringey and the wider voluntary and community sector.
14. Contribute to the preparation of fundraising bids for the sustainability of
established and evolving projects within your service area.
1. Energetically contribute to Age UK Haringey’s professional, friendly and timely
welcome, enabling older people to access and gain from our own and other
2. Support the ethos of Age UK by maximising engagement with activities and
tasks that promote volunteers and volunteering, implementing a consistent
and effective support structure for volunteers and staff.
3. Develop innovative and individually-focused solutions to respond to the
changing needs of service users.
4. Work as part of a team acting as a leader and/or participant as required.
5. Contribute to fundraising initiatives including new ideas that use
entrepreneurial solutions to meet the challenges faced by Age UK Haringey
and our service users; supporting the organisation to move from grant
provided services to offering charged-for services using the principles and
values of a sustainable social business model.
6. Develop external networks that support collaborative working, such as,
working on a voluntary and community sector led service initiative (e.g.
Timebank - that will enable older people to access non-paid for support).
7. Attend and participate constructively in supervision and appraisal sessions,
training programmes, and meetings.
8. Contribute to relevant websites and newsletters (etc) to promote the work of
Age UK Haringey and the wider voluntary and community sector.
9. Be responsible for recognising vulnerable people and following agreed
procedures to report and record, following all Safeguarding Policies as
10. Undertake other duties as required to support the smooth functioning of Age
UK Haringey in keeping with the overall grading and general responsibilities of
NB: All employees are expected to adhere to Age UK’s Data Protection,
Diversity & Equality and Health & Safety Policies.
Able to lead, supervise and motivate a team of staff and volunteers.
Ability to plan, record, organise and delegate work appropriately and the ability to set
and work to clear targets.
Excellent verbal and written communication skills; able to write concise, accurate
and timely reports and casework notes.
Able to grasp and interpret complex and detailed information; able to explain and
share this with others.
Excellent interpersonal skills with the ability to negotiate at different levels and
across a range of agencies to support service users and ensure service
Extensive and up to date knowledge of the welfare benefits system.
Understanding of the issues around working closely within a multi-disciplinary team.
Understanding of older people’s circumstances with knowledge of their physical,
psychological, social and financial needs.
Knowledge of relevant Quality Assurance systems.
An understanding of the legislative and policy context underpinning services and
A wide range of typical IT tools including database, word processing, email and
The importance of confidentiality and protection of data.
Equal Opportunities Policy within employment and service delivery areas; knowledge
of issues related to equalities and diversity.
Health and Safety requirements, including First Aid.
Experience of undertaking casework as welfare rights worker.
Experience of supervising and developing staff and volunteers
Involving older people in the development of services and activities; taking a holistic
view of the person and their needs.
Experience of working within the third, public or social sectors.
Telephone-based or face-to-face assessment, advice and signposting.
A current Enhanced Criminal Records Bureau assessment
Good numeracy skills
A flexible approach to service delivery and working hours; reliability and good
timekeeping, available for occasional working across weekends and evenings to suit
the needs of the service and service users.
To travel around the borough in a timely manner.
To deal with a variety of challenging situations in a calm and sensitive manner.
A strong commitment to learning/continuous development for self.
Please return this application form to :
Imelda Mullins, Age UK Haringey, 20e Waltheof Gardens, Tottenham, London N17 7DN
Tel: 020 8801 2444 Fax 020 8365 1732 e-mail : firstname.lastname@example.org
Please complete all sections clearly in black ink or type, using additional sheets if
required. Please do not enclose your cv with this application
All information will be treated as strictly confidential.
POSITION APPLIED FOR: Senior Advice and Information Officer
1. Personal information
Surname Mr / Mrs / Miss / Ms / Other:
Phone (home) Phone (work)
Mobile phone no. E-Mail Address:
May we contact you at work if necessary YES/NO (delete one)
Do you have a clean current full driving licence valid in the UK? YES/NO
Are you a car or van owner? YES/NO
Where did you see this job advertisement?
Is there anything concerning your
medical history that is relevant to your
How many days have you been absent
due to illness in the last 2 years?
Please give details of any individual
periods of sickness absence of more
than 5 days’ duration in the past 2 years
Reason(s) for above sickness absence
Do you have a disability which will YES NO
Require special provision at interview or
if you are offered the post?
If yes, please give further details:
ASYLUM AND IMMIGRATION ACT 1996
Under the terms of the Asylum and Immigration Act 1996, Age UK Haringey can only
employ people who are entitled to work in the UK. In observing this Act, Age UK Haringey
will need to see a document which confirms this entitlement before employment starts. It
would also be helpful if you confirm entitlement at this stage.
I confirm that I am entitled to work in the UK
REHABILITATION OF OFFENDERS ACT 1974 (EXCEPTIONS ORDER 1975)
Due to the nature of the post holder’s duties for which you are applying, Age UK
Haringey is of the opinion that the post is exempt from the Rehabilitation of
Offenders Act which means that applicants are required to declare any past spent
and unspent criminal convictions.
Do you have any criminal convictions? Yes No (please indicate)
Please give details of any convictions for criminal offences which occurred within the
previous 5 years and where the conviction is not yet spent under the terms of the
Rehabilitation of Offenders Act. Please also include those that may be “spent” that
fall within the following categories:
a) offences of a sexual nature
b) offences involving minors under the age of 18
c) drug trafficking
d) theft, burglary, fraud or similar offences
e) offences which involved the use of threat or violence
Please provide this information on a separate sheet and envelope and attach it to
your application form. This will be returned to you unopened in the event that you are
not considered for appointment for the post.
This post is also subject to a relevant Disclosure by the Criminal Records Bureau.
A conviction will not necessarily be a bar to employment.
Age UK Haringey follows the Criminal Records Bureau Code of Practice.
2. Present or most recent work
Name of employer
Brief description of organisation
Date of appointment Date of termination
Reason for leaving Salary + benefits
To whom do you or did you report?
If employed, what period of notice are you required to give?
Brief description of duties
3. Employment History
Please give details of all employment undertaken, including voluntary work
and holiday jobs lasting more than one month. Start with the most recent job
and account for any breaks in employment or voluntary work
Dates of period Name and address of Details of post held, duties
of employment employer undertaken & reason for
4. Education and Training
Please list any education and/or training you have undertaken, including part-
time and in-service training.
Dates of period Name of school, college Details of course and
of study or training organisation qualifications gained
Are you currently studying? YES/NO
If yes : College
Expected completion date
Professional or other qualifications
Are you a member of any professional organisations? Yes/No
If so, which and at what level(s)?
5. Supporting statement
In this section we would like you to say why you are interested in this
Please read each section of the person specification and describe the skills
and experience which you could bring to each part of the job from either your
working or personal life.
Continue on another sheet if necessary
6. Additional information
This is an opportunity for you to draw attention to aspects of your work,
voluntary activities, interests, public duties etc. which you feel have not been
covered elsewhere on this form.
Continue on another sheet if necessary
Please give the names and addresses of two referees, one of whom should be
your present or immediate past employer or in the case of school/college
leavers, the Head of your last school or Head of department/Tutor of your
Please tick the box provided if you do not wish us to contact your
referee(s) before interview.
Position (Job Title): Position (Job Title):
Work Relationship (if applicable): Work Relationship (if applicable):
Tel. No: Tel. No:
Age UK Haringey reserves the right to contact any of your previous employers.
I declare that, to the best of my knowledge and belief, the information I have given in applying for
this position is true and accurate. I understand that if it is subsequently found that any information
is false or misleading, my employment may be terminated without notice.
By signing and returning this application, I consent to the processing of the form’s data, including
any Criminal Records Bureau check which will be kept confidential and used only for the
purposes of selection and administration.
I agree that Age UK Haringey may keep this information for six months, or, in the event of my
being offered a position, as long as is necessary. This information will be used to consider
whether or not to offer me a position, the terms on which to make such an offer, to answer any
queries about my application and to monitor the recruitment process.
Signed ………………………………………… Date …………………………………..
DIVERSITY AND EQUALITY MONITORING FORM
We hope that you will assist us by completing this form.
The information you give will be treated with the utmost confidentiality and will not be taken into account in
assessing information on your application form.
By signing and completing the form, you consent to the charity using this
information to monitor its Diversity and Equality policy and the effectiveness
of its advertising media and for no other reason.
Position Applied For:
Where did you see the post advertised? Advertisement
(please state the name of the publication)
Other (please specify)
Your age ? 25 & under 25 to 50 51 to 60 61 to 69
70 to 79 80 to 89 90+
SEXUALITY Homosexual Bisexual
How would you define your Heterosexual No comment
MONITORING CATEGORIES : please choose ONE section from A to E, then tick the appropriate box to
indicate your ethnic origin.
A White B Mixed C Asian D Black E Chinese/Other
British White & Black Indian Caribbean Chinese
Scottish Caribbean Pakistani African
Irish White & Black Bangladeshi Any other Black Any other
Welsh African Any other Asian background, ethnic background,
Other, please White & Asian background, please write in please write in
write in Any other mixed Please write in …………………… ……………………
………………… background, …………………...
please write in
Please tick as applicable :
Non disabled Have visual impairment
Disabled but not in receipt of disability benefits Have hearing impairment
Disabled and in receipt of disability benefits Have special access needs
Reg Charity No. 1005145
EQUAL OPPORTUNITIES STATEMENT OF INTENT
Age UK Haringey (AUH) believes that the organisation should not discriminate on any grounds,
including age, gender, race, culture, sexual orientation, disability, trade union activity or religious
As an employer and service provider in the community, AUH has a responsibility to promote this
view. To this end, AUH is pledged to equality of opportunity for all, not only within the confines of
legislation relating to race, gender and disability, but also encompassing the broader spheres
which are unacceptable, such as discrimination on the grounds of age, religion and sexual
orientation, as well as the discrimination that arises from sexual harassment.
For AUH, this involves treating people with respect and as individuals and removing unnecessary
barriers to the acquisition of skills and therefore personal development,
AUH believes that team work is essential to this principle and that team work must be the basis
for work at its offices and day centres, for the relationship between its staff and users and for the
development of work with other organisations in Haringey.
Code of Practice for Employment.
AUH is working towards being an equal opportunities employer. Our policy is to ensure that no
job applicant, or employee during recruitment, interviewing, promotion training or other career
opportunities suffers direct or indirect discrimination, or receives less favourable treatment on the
grounds of gender, race, culture, age, sexual orientation, disability, trade union activity or
To carry out this policy in terms of paid staff, AUH shall:
(i) make its policy known to all job applicants and all members of the interviewing panel;
(ii) declare in all job advertisements that it is ’working towards being an Equal Opportunities
(iii) make its procedure for staff appointment known to all members of any interviewing panel;
(iv) monitor applicants for gender, disability, age and racial origin, and process the results to
ensure that AUH is attracting a reasonable cross section of people to apply for jobs and
is not discriminating on the basis of gender, disability, age and race in appointment;
(v) provide training for staff in equal opportunities and for personal development in line with
post holder’s job description.
Guidance notes on completing application forms
1. Included in the information sent out with the application form is a job
description and person specification. The job description lists the duties
required of the post holder, and the person specification contains details of
the experience, skills and knowledge we consider are necessary to carry
out these duties. What you say on your application form will be matched
against these criteria.
2. These are the skills and abilities you need for this job. Candidates who do
not clearly demonstrate these skills on their application forms will not be
short listed for interview, so please take care to cover each point.
3. It is essential that you show on the application how your current and
previous work, training and voluntary activities equip you for the post.
4. It is also essential to complete every section of the form. Curriculum Vitae
(CV) should not be attached as they will not be considered in the
5. The most difficult part can be the supporting statement (Section 3). The
following is designed to help you complete this section as effectively as
If you need more information about the post ask for it.
Identify the selection criteria set out in the person specification, and
address each of these points directly.
Make a rough draft of your application first, to avoid mistakes and
repetitions, and to help in making your application structured, interesting
Consider dividing your statement into paragraphs, each one linked to a
point under the selection criteria.
Be specific and direct about your experience. Give examples. Try to
use positive words “I organised…”, “I taught…. “.
6. Say what you think, followed by what you have done or would like to do, a
mixture of ideas and practice. Where you have no direct practical
experience, try and show your awareness by stating how you would deal
with situations using your other experience.
7. It’s not only success that is of interest to the appointing panel. Your view on
why things did or did not work and your opinions and evaluation may be
8. Equal opportunities are at the centre of Age UK Haringey’s recruitment and
service delivery, and will be reflected in the selection criteria. Keep your
comments about this practical. Talk about your work or other experience of
equal opportunities policy and implementation.
9. If you do things outside of work which demonstrate your skills or experience
then say so (community or voluntary work, life experience e.g. managing
10. You may use a separate sheet attached to the form to write your supporting
statement, rather that cram it onto the form. It is important to ensure that
what you write is relevant, this can normally be put into two additional
11. Keep a copy of the form so that you can refer back to it.
12. Write or type clearly (preferably in black ink) because the form will be
These notes have been produced as a result of candidates not doing justice to
themselves. None of this information is meant to tell you what you must do.
Only use it if it helps.
If you need further help in completing the form please contact Imelda Mullins,
Age UK Haringey, 20e Waltheof Gardens, Tottenham, London N17 7DN
Tel: 020 8885 8356
Haringey February 2011
To promote the well-being of all older people in and around
Haringey and to help improve their later life
To enable increasing numbers of Haringey’s older residents to lead
Objective 1.1: To lead on the provision of a broad range of opportunities for
to continue to be - or to become - active contributors in the community.
Objective 1.2: To improve access to affordable products and community
Objective 1.3: To develop effective ways of enabling older people to
navigate their journey
to optimise personalised benefits & the services purchased with personal
To act as a local independent, expert and strategic advocate for
Objective 2.1: To influence the form and content of the services available to
Objective 2.2: To ensure that older people’s diverse needs and
perspectives are high on
the local agenda
Objective 2.3: To be recognised by the people of Haringey and its policy
makers, as the
leading independent older peoples’ organisation
To promote and develop volunteering as a significant mechanism for
delivering services and for releasing the potential of individuals
Objective 3.1: To ensure provision of the broadest possible range of
opportunities within Age UK Haringey (AUKH)
Objective 3.2: To promote the potential and value of volunteering by older
throughout the Borough and possibly beyond
To work towards long-term sustainability of the services AUKH
seeks to provide
Objective 4.1: To expand the range of sustainable services, designed to meet
expressed needs of older people
Objective 4.2: To develop opportunities to diversify the sources of funds for
Objective 4.3: To ensure that AUKH is governed, led and managed in such a
way as to
optimise benefit to its beneficiaries
Age UK Haringey (previously Age Concern Haringey) will work in partnership with Age UK,
the new national charity combining Age Concern England and Help the Aged. By working
together we know we can achieve more for older people in Haringey and across the UK.
Age UK’s one clear objective is:
“To make a difference to the lives of older people”