JOB TITLE: Administrator
[Depression following Bereavement service]
ACCOUNTABILITY: Service Manager
LOCATION: 198 Corporation Street, Birmingham
HOURS: 35 hours per week, to be worked Monday to Saturday
on a rota basis
SALARY: £15,000 per annum
This is an initial fixed term post to 31 October
2013. There is two years’ funding available for this
post with the funders retaining the right to confirm
this in 2013.
To give an efficient and effective administration service to the Service Manager and
Bereavement Support Officers in order to meet the aims and objectives of the
The Bereavement service is mainly aimed at older people aged 60 and over, involving
rapid intervention when depression as a result of bereavement is identified and referred
to the service. The service will offer support with practical advice and guidance as well
as acting as a facilitator between the older person and other referral partners. This will
enable the bereaved to deal with immediate practicalities and find realistic solutions to
The post holder will be required to demonstrate excellent administrative and
ROLE AND RESPONSIBLITIES:
1. To assist the Service Manager in all aspects of the administration of the service.
2. Support the Service Manager, the Bereavement Support Officers and the Volunteer
Co-ordinator in the overall administrative function of the Service responding to
requests for assistance or information in a quick and efficient manner.
3. Assist in dealing with staff rotas, making appointments for the Bereavement Support
Officers as requested, carrying out all general administrative work relating to
meetings, presentations, support and friendship groups, presentations and seminars
according to the needs of the Service.
4. To deal with incoming calls in accordance with Age Concern Birmingham guidelines
in a methodical and prompt way, being clear and interested, helpful and responsive.
Correctly recording and delivering messages for absent staff as soon as possible
and responding to and re-directing enquiries as appropriate.
5. To understand the reporting requirements required by Age Concern Birmingham,
and carry out monitoring and evaluation procedures in order to produce regular
reports and statistical returns to the line manager to monitor the progress of the
6. To understand the reporting requirements required by Birmingham City Council and
to assist all Service staff in achieving this by keeping excellent ongoing records of all
data relating to the Service.
7. Accurately maintain the service database on an ongoing basis, producing reports
and information as requested by the Service Manager and on a regular basis.
8. Carry out quarterly and annual analyses of Customer Service Questionnaires.
9. To keep computer files and emails in good order, deleting or archiving as necessary.
10. Participate in meetings internal and external as agreed with the line manager.
11. To undertake any relevant identified training as directed by the line manager.
12. Greeting directing and dealing with service visitors in a courteous manner, making
sure that they sign in and out in accordance with health and safety regulations and
ensuring their enquiry and needs are met.
13. To undertake any other necessary administrative tasks conducive to the day to day
running and marketing of the service.
14. To work at all times within the parameters of the service guidelines and the Mission
Statement and the Diversity & Equality Policy of Age Concern Birmingham.
15. To promote a positive image of the Bereavement service and of Age Concern
Birmingham at all times.
Efficient word processing and organisational skills to support and maintain suitable
Experience of diverse and heavy workloads and prioritisation.
Excellent and demonstrable understanding of databases and record keeping.
Ability to achieve a high standard of accuracy and presentation in all tasks
Administration qualification such as NVQ level 3 or equivalent
Good standard of written and spoken English.
Ability to work as a member of a team.
Previous relevant administration work experience
Ability to practice and promote integrity and ethical behaviour and behave in a way
that demonstrates trust and gains the confidence of others
Ability to work without supervision on occasions
Ability to communicate verbally with a wide range of individuals and agencies and to
represent the Bereavement service and Age Concern Birmingham in a professional
Ability to demonstrate empathy and understanding for those who have been recently
An understanding of what constitutes confidential issues, and the ability to apply this
appropriately in all circumstances.
This is a description of the job as it is at present. It does not form part of the contract of
employment. Job descriptions are regularly reviewed and altered when necessary in conjunction
with the post holder.
ADMINISTRATOR, BEREAVEMENT SERVICE
Knowledge, Skills and Abilities:
1. Good communication and interpersonal skills including the ability to *
communicate easily and effectively with people from all
backgrounds and in a variety of settings
2. Excellent telephone skills *
3. Knowledge and working ability with software packages including *
word processing abilities, spreadsheets and databases
4. Ability to work to a high standard of accuracy and presentation *
5. Ability to deal with a wide variety of tasks during the course of a day *
6. Ability to multi task and to organise and maintain effective *
7. Knowledge and understanding of confidentiality issues *
8. Knowledge and keen awareness of Customer Care practices *
9. Understanding and ability to implement Equality and Diversity *
10. Previous office experience in a busy environment where *
organisational skills were demonstrated
11. Experience of working in an administrative role, including working *
on own initiative
12. Experience of working in voluntary and community sector *
13. Experience of working in a team *
Education and Qualifications:
14. Relevant administration or secretarial qualification *
15. Evidence of job related training *
16. Good overall standard of education *
17. Well presented and professional *
18. Friendly, polite, outgoing personality with the ability to be instantly *
welcoming to all
19. Sensitive and empathetic to the needs of the bereaved and the *
work of the Bereavement service
20. Ability to work both independently and as a member of a team *
21. Customer and target focused *
Background Information for Depression following Bereavement Service
This is a new service, funded by Birmingham City Council for an initial period of twelve months
with the option for the Council to extend the agreement for a further twelve months if the project
is deemed to be successful by the Council’s Commissioners.
Service staff will be a Service Manager who will line manage four Bereavement Officers
responsible for different areas of the city; one Administrator and one Volunteer Co-ordinator.
This service is low level prevention support for older people with early stages of depression
following bereavement and was deemed to be high priority with particular vulnerable groups
identified as requiring some targeted low level intervention that would assist people to remain at
home safely whist maximising their independence.
Being bereaved can be a very traumatic period and the lost of a partner can at times lead to the
isolation and depression of the surviving partner and family members, especially in older people
whose own health may be deteriorating. Research evidence has shown that both the
immediate loss of a partner and the impact of any resulting reduction in finances have been
associated with poor bereavement outcomes and lack of information and advice. The loss of
financial resources has been linked to grief and emotional loneliness and a lack of
understanding of welfare entitlements.
This service will be offered:
To support individuals as part of a prevention approach
As a discretionary support package for individuals whose needs fall below the Council’s
substantial and critical eligibility criteria
To provide early targeted support which can improve the quality of life for people living
alone, following the bereavement of their partner
The Service will be based at 198 Corporation Street, Birmingham, which is Age Concern
Birmingham’s shop front city centre office with a number of ACB services working out of that
location, including trading, advice and information services and the Birmingham Carers Centre.
Head Office is based in Sutton Coldfield where the Chief Executive and the Senior Management
Team are located, together with Finance, HR, Development and Quality. Age Concern
Birmingham also has Area Managers based in the South, North and East of the city and a
number of day centres and lunch clubs across Birmingham.
This Service is to be managed overall by the Director of Administration & Quality.