Information and Advice Volunteer

Age UK Norfolk offers information and advice (I&A) on a wide range of issues. This provides older people, their families, friends and carers with the facts to enable them to make choices and decisions. We do this by offering a free I&A telephone helpline, drop in and appointment services, legal advice sessions, talks and presentations as well as information through our website and by email.

 Main Purpose

• To provide information and advice to older people, their carers, families and friends by telephone and in person (as appropriate)

 Responsibilities

• To field client enquiries in person or by telephone
• To further discuss enquiries with clients to develop a broader understanding of their circumstances
• To identify and research information relevant to client enquiries
• To offer information in an accessible format that empowers clients to identify a suitable solution to their enquiries
• At the client’s request only, to act on their behalf and represent their interests with third parties by letter, in person or by telephone (as appropriate)
• To offer information to clients about services or agencies that may assist them and to provide details of how they can be accessed
• To provide assistance to clients by completing forms (as appropriate)
• To accurately record details of actions taken in support of clients
• To follow up on actions agreed with the client
• To liaise closely with your supervisor, coordinator or team leader

To carry out tasks in accordance with Age UK Norfolk policies and practices; in particular those relating to confidentiality, anti-discrimination and health and safety

We are looking for volunteers to help with our new information and advice centre located in our retail store at the Kings Lynn Shop.