Job Description

6 month contract - Home based intially - although the post-holder will be expected to move to an office location in due course.

1. CONTEXT AND PURPOSE OF JOB:

1. Hourglass is the only charity in the UK dedicated to calling time on the harm, abuse and exploitation of older people. We support older people experiencing, or at risk of, harm, abuse or exploitation, and work towards a fairer society for all older people.
2. We are seeking an Online Information Officer to provide information, advice and support via Hourglass’ new online information services specifically the Instant Messenger and Text Message services. Alongside a team of staff and volunteers working across the UK on our well-established Helpline, you will provide support to older people and others from across the UK. Providing information via Instant Messenger, Text Message and email you’ll play a vital frontline role in providing immediate advice and support, as well as referring on to other sources of support and expertise.

2. MAJOR DUTIES AND RESPONSIBILITIES:

2.1 INSTANT MESSENGER (IM), TEXT MESSAGE AND EMAIL

2.1.1 To provide information, advice and support to older people relating to support options for older people experiencing (or at risk of abuse), and safer ageing. To provide accurate and appropriate information and support via IM, text message and email and assist enquirers to explore their options.

2.1.2 To provide practical and initial emotional support to service users, assessing the nature of each enquiry and responding in an empathetic and supportive manner. To ensure service users receive advice and support which is appropriate to their needs in a non-judgmental manner and which clearly identifies realistic and achievable options.

2.1.3 To explain safeguarding approaches to service users and make safeguarding referrals and liaise on behalf of service users who request or require such support, pursuing conclusions that are satisfactory to the service user.

2.1.4 To notify the Information Manager or a member of management of any circumstances in which there may be an immediate risk to an enquirer and to act as authorised.

2.1.5 To identify service users who may be willing to speak to the media, bringing these to the attention of the Information Manager or other member of the management team.

2.1.6 To undertake follow up contact with service users on a pre-determined basis to provide further support and/or ascertain outcomes; seeking contact details when possible.

2.1.7 To identify own needs for support, including emotional support, and use support services as needed. To attend and participate in training events as required.

2.2 INFORMATION

2.2.1   To assist in maintaining information resources, including briefing packs to be issued to service users.  To inform the Information Manager of new information requirements.

2.2.2 To undertake research through telephone and internet to identify statutory, voluntary or other agencies or individuals who could receive information to publicise the online information services / helpline and other charity services, notifying the Information Manager of such gaps or opportunities, and supplying information.

2.2.4 To distribute follow-up information materials to online information service users via post, email or other electronic methods.

2.3 RECORD KEEPING AND INFORMATION SHARING

2.3.1 To maintain enquiry records using our Customer Relationship Management (CRM) database and other internal records.

2.3.2 To share relevant information relating to enquiries with Helpline and Community Response colleagues in line with organisational practice relating to data protection and confidentiality

2.4 GENERAL

2.4.1 In the absence of the Information Manager, to ensure volunteers are supported in line with organisational policy, providing advice and support, and regular de-briefing.

2.4.2 To organise additional tasks for volunteers where appropriate.

2.4.3 To undertake administrative support as required.

2.4.4 To attend regular team meetings.

2.4.5 To travel as required.

PERSON SPECIFICATION:

ESSENTIAL CRITERIA:

1. At least one year’s experience, either formal or informal, in either Online Information Services / Helpline work or another environment providing advice and support to clients; with demonstrable skills in responding to enquiries using digital systems.

2. An ability to analyse objectively, and provide advice and guidance in a non-judgmental manner.

3. An ability to work as part of a team, be flexible and adaptable according to changing needs, and work to deadlines;

4. An ability to liaise and communicate effectively (both in writing and orally) and work collaboratively with colleagues and outside agencies;

5. An ability to constructively challenge and advocate on behalf of enquirers, identifying issues key to the individual circumstances, and pursuing matters to a satisfactory conclusion.

6. Able to manage own workload, cope with challenging or emotional enquirers, and be non-judgmental and empathetic

7. An ability to demonstrate a positive attitude to older people and a demonstrable interest in challenging the abuse of older people.  An ability to deal appropriately with sensitive issues;

8. Numeracy and literacy skills of an excellent standard to respond to online enquiries, provide reports and observations, and maintain administrative records as required;

DESIRABLE CRITERIA:

1. Understanding/experience of issues relating to older people, adult safeguarding, abuse, and/or health and social care.

1. Direct experience of working with older people.