Advice and Information Service
Your role within the organisation will be to support the increased demand within our Advice team.
On a typical session you may receive a number of calls that you will be with able to deal with instantly or have client case sheets and/or Customer Management System software to work from. There will be many occasions where face to face work is carried out, usually by appointment, which will cover a number of different scenarios and benefit types such as PIP, DLA, ESA, Attendance Allowance and many more. This could include anything from helping with a benefit related form to calculating someone’s benefit entitlement due to circumstances – As an advisor you will oversee the journey of a client up to submission of forms and in some cases beyond to appeal.
Your role will be within a triage system (Telephony – Advisor – Caseworker) so you will only deliver the part of this service that training determines, there will however be clear scope to advance within this system with further training opportunities. - You will not be able to give any welfare benefit advice without specific Advisor training.
You will be working within a pan disability organisation so the client group will be diverse and include mental ill health, learning difficulties, physical and sensory disabilities. Nearly all will be considered vulnerable and a fully enhanced Disclosure (DBS) will be sought before taking up role.
The role dictates a high level of clarity and accuracy over all information taken by you and subsequently any work undertaken by you, whilst also adhering to strict data protection protocol.
Skills needed for role
We require for this role individuals with a pleasant and empathetic manner who are motivated and dedicated to making a difference.
A working knowledge of the welfare benefit system or firm agreement to training A good standard of both written and spoken English is a must.
Volunteer – General Information - Advisor
Insurance Volunteers are not paid for their time, but travel and any
additional agreed out of pocket expenses are claimable. Volunteers can receive an expenses form from the Volunteer Coordinator. Payments can only be made in cash up to the value of £30, BACS transfer or cheques will be issued for larger amounts.
All volunteers are covered by our own Public Liability insurance whilst on premises. When Volunteering off site you will still be covered by Public Liability either by Disability Solutions or a third parties’ policy. Hours This role requires a minimum of 4 hours per week. Note: If you are in receipt of certain benefits and are worried about how these will be affected by Volunteering it is advisable to speak to either your local benefits office or our Volunteer Coordinator. Holidays Notice of any holidays that will affect your normal volunteer hours can be given verbally or ideally in writing to the Volunteer Coordinator – With as much advance notice as possible to help plan cover. Sickness Notification to Volunteer Coordinator and Department (your role) Manager as soon as possible in order to arrange cover. If a period of absence extends beyond 6 weeks,
re-training or back to work interview may sometimes be necessary Base location Our main office for Disability Solutions is situated within The North Staffordshire Medical Institute, Hartshill Road, Hartshill, Stoke on Trent ST4 7NY.
Some volunteer opportunities will involve roles out of office within North Staffordshire, Newcastle under Lyme and Moorlands. Responsible to Volunteer Coordinator and your Department Manager