Helpline Advisor - Tower Hamlets Connect

Age UK East London are recruiting a helpline advisor to our Tower Hamlets Connect service. Tower Hamlets Connect is Age UK East London’s integrated health, social care and social welfare helpline providing all Tower Hamlets residents with the right advice and support at the right time. Acting as the front door to adult social care in the borough and an independent advice and advocacy service, we provide residents with advice and support to access appropriate services in the statutory, health and voluntary community sector.

Job description

Job Purpose

• To contribute to the delivery of an effective, efficient and safe helpline for the residents of Tower Hamlets.

• To provide information and advice to customers on support and services available in the borough, enabling them to remain as independent for as long as possible and with improved health and wellbeing.

• To act as a first point of contact for Tower Hamlets residents and professionals.

• To ensure accurate and timely case records are maintained to support ongoing service improvement.

• To ensure all referrals to health or social care are appropriate.

Key Tasks

• To act as a first point of contact for Tower Hamlets residents and professionals via telephone and email

. • To gather information required to efficiently triage customers’ strengths and needs and make appropriate referrals.

• To provide information and advice to residents on local services to support prevention and promote independence.

• To actively promote use of the digital portal and signpost to digital support services where appropriate.

• To maintain excellent records of all contacts and enquiries on all relevant case recording and data systems ensuring accuracy, quality and timeliness while complying with statutory requirements and maintaining confidentiality.

General

• To meet regularly with line manager for support, supervision, and appraisal.

• To attend team meetings required.

• To undertake any other duties within the competence of the post holder as may be required from time to time for the continued smooth running of Age UK East London.

• To undertake all training required to fulfil the role.

• To carry out the duties of the post in accordance with Age UK’s East London’s policies and procedures including EDI, Health & Safety, Confidentiality, Complaints, GDPR, Safeguarding Vulnerable Adults.

Functional Links

• The role reports to the Helpline Team Leader.