JOB TITLE: Information, Advice and Signposting Senior Lead

BAND: Band D

SALARY: £26,208 (FTE: £32,760 per annum)

CONTRACT TYPE: Permanent

WORKING PATTERN: 28 hours per week

DAYS & TIMES: To be agreed

DEPARTMENT/LOCATION: Hybrid Working

REPORTING TO: Chief Operating Officer

JOB PURPOSE

As the Information, Advice, and Signposting Senior Lead at Age UK Bath & North East Somerset, you will be at the forefront of empowering older people with the information and resources they need to make informed decisions about their lives. Your primary focus will be on delivering accurate, accessible, and timely information, advice, and signposting services to older adults and their families.

You will lead a team dedicated to delivering high-quality advisory services, ensuring that people are well-informed about their options and supported in accessing the right resources. You will collaborate with community partners and stakeholders to enhance the reach and impact of our information and advice services, advocating for the rights and needs of older people. Furthermore, you will be responsible for continuously evaluating these services and improving them based on feedback and community needs.

As a Senior Lead, you will embody the core values of Age UK Bath & North East Somerset: Empowerment, Inclusion, Collaboration, Quality, and Accountability. 

You will be responsible for leading a team, developing strategic initiatives, and working collaboratively with various stakeholders to achieve our mission. Your role will involve advocating for the rights and needs of older people, challenging age discrimination, and promoting positive images of ageing. You will ensure that our services are delivered with the highest quality, meet the evolving needs of our community, and work collaboratively with partners at the Community Wellbeing Hub.

Your commitment to delivering quality services will reflect our three organisational goals, including:

· We Enable: Our goal is to enable older people to live their lives on their own terms, with dignity, respect, and independence. Creating an age-friendly community that is supportive of older people.

· We Influence Our goal is to create an age-friendly community that is supportive of older people.

· We Provide: Our goal is to provide high-quality services that older people have identified as being required

KEY RESPONSIBILITIES

• Work closely with other Senior Leads, the Chief Operating Officer, and the Chief Executive Officer to ensure cohesive strategy and operations.

• Collaborate in close partnership with Community Wellbeing Hub partners to enhance service delivery and community impact.

• Uphold the values of Age UK Bath & North East Somerset: Empowerment, Inclusion, Collaboration, Quality, and Accountability in all activities.

• Lead and manage a dedicated team of Advisors, Community Connectors and Volunteers providing guidance, general and technical support, and professional development opportunities.

• Ensure the quality of information, advice and signposting meets Age UK National standards including regular case checking and completion of Independent File Reviews (IFR)

• Ensure the team follow a consistent approach when using the client record systems (CRM) to accurately store service user information.

• Develop and implement strategic initiatives in alignment with organisational goals.

• Advocate for the rights and needs of older people, challenging age discrimination and promoting positive images of ageing.

• Ensure services are delivered with the highest quality and meet the evolving needs of the community.

• Monitor and evaluate the effectiveness of programmes and services, adapting them based on feedback and changing needs.

• Foster partnerships with other organisations, stakeholders, and service providers to enhance resource access and service quality.

• Ensure compliance with organisational policies, procedures, and relevant legislation.

• Maintain the strictest level of confidentiality in all matters.

• Promote a diverse and inclusive work environment, supporting team members from various backgrounds.

• Communicate effectively with people, their families, and partners, ensuring clear and responsive interactions.

• Manage multiple tasks efficiently, demonstrating excellent organisational and multitasking skills.

• Uphold a flexible work approach to meet the dynamic needs of the community and organisation.

• Take a lead in health and safety by ensuring compliance with all regulations, conductingr egular safety audits, and providing ongoing support to the team.

COMPETENCIES

· Empowerment: We believe in empowering older people to live their lives on their own terms, with dignity, respect, and independence.

participate and contribute. We challenge ageism wherever we find it, and work to promote positive images of aging.

· Collaboration: We believe in working collaboratively with others, to create positive change and achieve our shared goals.

· Quality: We are committed to delivering high-quality services that meet the needs of our community, and to continuously improving our practices and processes.

· Accountability: We are accountable to our community, our funders, and our stakeholders, and we are committed to being transparent and responsible in our actions.

RELEVANT FUNCTIONAL/TECHNICAL SKILLS OR INDUSTRY EXPERIENCE

Essential

Desirable

· Experience providing Information and Advice including the supervision of advisors.

· Working knowledge of the welfare benefits system

· Understand the need for and maintain confidentiality.

· Driving license and access to a car

· Competence and confidence in supporting groups.

· Reliable and self-motivated with the ability to work on own initiative.

· Proven management skills which mirror our internal values

· Excellent computer skills, including proficiency with Microsoft Excel, Word, PowerPoint and CRM systems.

· High level of verbal and written communication skills and adaptability with different work groups.

· Capability to follow set protocols and guidelines and maintain boundaries, including compliance and legislation requirements.

· Exceptional interpersonal skills and influencing skills.

· Extremely organised and responsive to the needs of the charity

· Multi-tasking skills

· The capability to have challenging conversations in a professional manner.

· Experience of working with a diverse workforce in an inclusive way.

· Flexibility to respond to unexpected circumstances.

· Experience in a management role.

· Experience working within the charity sector.

· An awareness of health, social and economic issues that can affect older people.

· A good standard of education.

· Further training in or sound knowledge of the Health and Social Care System

· Effective leadership skills

· Training in GDPR, Safeguarding, Professional Boundaries, Health and Safety.

Standard Clauses:

Equal Opportunities: The postholder will be expected to adhere to the organisation’s Equal Opportunities Policy in all aspects of their work.

Confidentiality: The postholder will be expected to adhere to the organisation’s Confidentiality Policy at all times.

DBS Check: Confirmation of appointment to this post will be subject to a satisfactory DBS check