CR4, Mitcham
£25,000 - £28,000 per year
Contract, Full-time
Job description

Job title:  I&A Adviser

Hours: 37.5 hours per week           

Responsible to: Ask Us Anything Manager        

Contract: 12 months from start date (extension subject to funding)

How to apply: CV and covering letter by 12noon Monday 26th October

Interviews: TBC

Role Purpose:

The role will provide information and advice, including casework, in a wide field of subjects, including welfare benefits, housing, health, community care, and local services, to older adults (65+) across the London Borough of Merton as part of the Warm & Well Programme. Despite the rapidly evolving situation due to Covid-19 we anticipate that the role will deliver support face to face at our centre, in client’s homes, on the phone and by email. Travel within the London Borough of Merton will be an essential part of the role and access to own transport highly preferable.

Summary of Duties:

  1. To explore the needs of older people holistically, identifying options and follow up actions
  2. To respond to enquiries, providing high quality information and advice to older adults across multiple channels including face to face, clinics, home visits and telephone
  3. To perform benefit checks using our benefits calculation programme
  4. To support clients with forms and applications for benefits and other relevant matters such as accessible transport schemes e.g. Blue Badge, Taxicard, Dial-a-Ride
  5. To act as the client’s representative where required
  6. To complete case records and follow up actions on our confidential database
  7. To collect and report monitoring information
  8. To work with the Ask Us Anything Manager to support and train volunteers
  9. To liaise with external partner agencies in order to promote, develop and deliver the service
  10. To deliver outreach work and support events as required
  11. To conduct work in line with all internal policies necessary to deliver a good quality service, including confidentiality, conflict of interest, and referral procedures

Person specification


  1. At least 2 years’ experience of providing information and advice to the general public. Experience of face to face service delivery is desireable
  2. Experience of researching information from written and digital sources
  3. Experience of working with statutory (NHS, Local Authority, DWP etc.) & voluntary sector organisations
  4. Experience of working in a team


  1. Strong knowledge in at least one of the following: housing, health, community care, money and benefits. Knowledge of local services in Merton is useful but not essential
  2. Understanding of the challenges faced by older people in accessing advice and information (sensory, cognitive, mobility etc.)
  3. Willingness to undertake and update knowledge and skills with training


  1. Strong communication skills with an ability to relate to people at all levels and from a variety of cultural backgrounds
  2. Strong communication skills suitable for dealing sensitively with clients who may be vulnerable and distressed
  3. Ability to work competently across organisational boundaries
  4. Ability to organise your own work to ensure that priorities and deadlines are met
  5. Strong numeracy skills
  6. Ability to write clear, concise, and comprehensive case notes and letters
  7. Excellent IT skills particularly Microsoft word, email, Internet, and management database, such as Charity Log
  8. Proven ability to function well, and contribute to, teamwork
  9. A knowledge of, and commitment to, equal opportunities
  10. A sound understanding of the need for confidentiality in the role, and an ability to work to defined policies and procedures
  11. An understanding, and commitment to, the needs and dignity of older people and the contribution they make to society

Other requirements

  1. An enhanced criminal records bureau check will be required in this post
  2. An ability to undertake home visits for housebound and older people requiring travel across the borough
  3. Due to the nature of the role, a driver with own car or other transport is essential
Additional documents
AUKM - Equal Opportunities Form (.docx)
AUKM_AHSW Recruitment Pack_29 9 20 (.docx)
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Starting Address
Mode of transport
More about Age UK Merton
Age UK Merton

We are Age UK Merton and our goal is to enable people in the borough to love later life.

As we grow older we face new challenges and ... Read more

Posted on: 22 September 2020
Closing date: 26 October 2020
Tags: Advice, Information, Social Care/Development

The client requests no contact from agencies or media sales.

Job closes in 1 week
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