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Information & Advice Adviser
Age UK Merton

Job Description

We are recruiting a full-time I&A Adviser to join our exceptional Information & Advice Service. This is an exciting opportunity for someone with a good background in advice work to provide genuine, high impact person-centred, accredited advice for older people to help them improve their health and wellbeing. 

Given the significant impact of Coronavirus on older adults, Age UK Merton has been successful with a bid to the City Bridge Trust to provide specialised advice for older adults on issues like money & benefits, community care, housing, health and transport.

This is an exciting time to join the organisation at a period of growth in size and reputation. You will be given training, regular supervision and development opportunities to help you excel in this role.

Due to the nature of the role a car driver with access to own transport is essential

Job summary

The I&A Adviser will have an essential role in the response to the impact of the Coronavirus pandemic, working directly with older people to triage and identify needs and provide advice to help people to access high quality support. 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 (66+) across the London Borough of Merton. 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. You will be joining an accredited (AQS) advice service, high caliber team and given opportunities to train and develop in the role.

Summary of Duties:

  1. To explore the needs of older people, identifying options, providing high quality information and advice to older adults across multiple channels including face to face, clinics, home visits and telephone
  2. To perform benefit checks using our benefits calculation programme
  3. 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
  4. To act as the client’s representative where required
  5. To complete case records and follow up actions on our confidential database
  6. To collect and report monitoring information
  7. To work with the Information & Advice Manager to support and train volunteers
  8. To liaise with external partner agencies in order to promote, develop and deliver the service
  9. To deliver outreach work and support events as required

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 desirable
  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

The client requests no contact from agencies or media sales.