Information & Advice Adviser

Age UK Ealing
08 Jun 2021
26 Jun 2021
Contract Type
Full Time
Hours: 3 days per week (18 hours – Mondays, Tuesdays and Wednesdays)

Reporting to: Head of Services

Responsible for: No direct reports, however the ability to support Volunteers is essential

Salary: £14,616 per annum

Annual Leave: 25 days per annum (pro rata)

Location: The role will be based at Greenford Community Centre, 170 Oldfield Lane South, Greenford, UB6 9JS, with option for some ongoing homeworking


Closing Date: Monday 28th June 2021 at 9am

Interview Date: Thursday 8th July 2021

Expected Start Date: Monday 12th August 2021


Job Context

Age UK Ealing’s mission is to promote the wellbeing of all older people in Ealing and empower them to achieve full quality of life. We provide a range of support services for older people in the London Borough of Ealing including an information and advice service, day centre and befriending. We also run Greenford Community Centre, where our office and services are based alongside a range of other community activities.

Purpose of the job

To provide information and advice to and in support of older people and their relatives and carers
To assist in the provision of a high-quality Information & Advice Case work service for older people and their carers to the standard of the Advice Quality Standard Mark and the quality standards set by Age UK National.
To support Age UK Ealing’s Information & Advice volunteers.

Main Duties and Responsibilities

Service Delivery

To assist the Head of Services in the provision of and Information and Advice Service to older people and their carers by telephone, face to face, home visits and outreach sessions
To provide Information and Advice on welfare benefits; housing; travel and transport, community care; local government services and support as required under the Age UK Brand Partnership and the Ealing Advice Service
To manage and prioritise one's own workload, to participate in team meetings and to work as part of the team to ensure the smooth and effective running of Age UK Ealing.
To keep up to date with relevant changes in the Law, policies, and procedures both locally and nationally as applicable to older people and their carers.
To liaise and negotiate with outside agencies such as Social Services, Department for Work and Pensions, and the local council on behalf of the older person.
To establish close working links with outside agencies through partnership working delivering advice surgeries, talks and events for the benefit of the older people of Ealing
To assist with the training and supervision of the Information and Advice volunteers.

Case Work and Quality Assurance

Work within Age UK Ealing’s file recording and case management policies and procedures to deliver consistently high standards of recording and casework.
To ensure that all casework conforms to the legal framework, Age UK Ealing’s policies and procedure and quality standards in accordance with the Data Protection Act.
To maintain appropriate records of all clients related activity and interventions, ensuring that follow-up procedures are completed to monitor quality and client satisfaction.
Always display good customer service, treating people with respect and dignity at all times. Being aware of individual needs and cultural requirements.
To ensure that all referrals are dealt with in a timely and professional manner ensuring all protocols are followed.
To monitor and evaluate case outcomes for statistical reporting and performance.

Evaluation & Reporting

To regularly review service and monitor targets as required, 
Prepare monitoring report for the management team, CEO, Board and funders as required
Working with the EAS consortium to review clients’ experiences and evaluate the effectiveness of the service


Promote a wider interest in understanding the needs of older people in the Ealing Borough with particular emphasis on the need for independence, self-reliance, respect and dignity.
Support the Age UK brand and contribute to the work of Age UK Ealing and its partners.
Act as a representative of Age UK Ealing when needed.
Work within Age UK Ealing’s ethos, values, principles, policies and procedures.
Ensure all relevant administration and reporting is completed in a timely manner as required
Postholder will be required to be flexible with their working hours, to include the occasional evenings/weekends
To work as a member of Age UK Ealing’s staff team and support / assist colleagues in the achievement of organisation objectives
To use initiative and work effectively with others
Maintain high levels of discretion, confidentiality and professionalism at all times.
Age UK Ealing is committed to achieving equality of opportunity in its activities, services and employment — the post holder will demonstrate commitment to Age UK Ealing’s policies on equalities and promote these in all aspects of the work
To support colleagues with the provision of information as requested for other functions within the organisation
Implement the delivery of new standards as they arise
Report any safeguarding and Health & Safety issues or concerns

Person Specification


Experience of delivering I&A for a minimum of 2 years
Working knowledge of Welfare Benefits including Pension Credit, Disability Benefits, Housing Benefit
Ability to prioritise and manage workload
Ability to work alone or as part of a team
Good communication skills (written and verbal)
Competent use of MS Office (Word, PowerPoint, Excel and email) and database
Able to reflect on own performance
Able to act as a representative of the organisation externally
Able to reflect on own performance
Able to act as a representative of the organisation externally
Experience working within the charity sector
Ability to assimilate and understand information by listening, reading and use of the telephone
Willing to work to guidelines and standards and to take a flexible approach to work
Ability to listen to others and to explain things clearly


Knowledge of other areas of work i.e., Housing, Social Care, Travel & Transport
Experience of managing/supporting volunteers
Experience of working with and supporting older people
Knowledge of issues affecting older people
Experience working within the charity sector
Awareness of discriminatory practices and equal opportunity issues

General requirements:

To develop and work with other and agencies; and to seek and offer support
Willingness and interest in learning, to attend training, meetings and other community events
Able to work without direct supervision and demonstrate initiative
Understanding of outputs and outcomes monitoring and reporting

To Apply: Please submit your CV together with a Supporting Statement, no more than 2 sides of A4, explaining why you are suitable for this role. Shortlisted candidates will be required to complete a Declaration Form and Equality, Diversity & Inclusion Form.

This post is offered subject to a satisfactory Disclosure and Barring Service (DBS) check.

Age UK Ealing strives to be an Equal Opportunities employer.

Age UK Ealing is committed to safeguarding and promoting the welfare of older people and all vulnerable groups within the London Borough of Ealing.