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First Contact and Information Volunteer

Age UK Sutton

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Age UK Sutton provides a free, confidential and impartial service to older residents of Sutton, their families and carers. The Information and Advice service is part of the Community Support Service and can be accessed by the public via our helpline, at the office (appointments and drop in), at community hubs and via our website and email.

We support clients with a variety of enquiries, including benefit entitlement and support, housing information and advice, health and social care, wellbeing, local services and facilities and much more.

First Contact and Information Volunteers are the first point of contact for older people, their families, carers and other professionals accessing our service. Responsibilities include:

● Responding to initial enquiries via the helpline, in person and email
● Providing excellent customer care
● Spending time investigating and understanding the enquiry
● Assisting clients with information requests
● Allocating clients for triage (as appropriate)
● Recording and updating client records on the charity database
● Liasing with the Community Support Manager
● Completing online feedback forms at the end of each session
● Participating in learning and development sessions as required
● Participating in support and supervision sessions as required.

Support Work,Administration,Advice, Information & Support,Community Work,General & Helping

Admin,Basic IT skills - internet & email,Good IT Skills,Managing People,Reading & Writing,Research

We are looking for volunteers who: ● Are reliable, honest and trustworthy ● Are comfortable volunteering in a busy role and environment ● Enjoy face to face and telephone contact with people ● Have excellent interpersonal, communication and active listening skills ● Understand the challenges faced by some older people ● Are patient, non-judgemental and open-minded ● Are able to communicate professionally via email ● Are able to enter accurate records into a database ● Are able to research information on the internet ● Are able to complete online feedback forms ● Are willing to attend training and support sessions (in person, via video or online) ● Are willing to follow Age UK Sutton policies and procedures including professional boundaries, safeguarding, equality and diversity, confidentiality, data protection, and health and safety. This role is open to volunteers who are a minimum of 18 years old and is subject to an enhanced DBS (Criminal Record) check.

We Offer ● The opportunity to make a positive difference for older people ● The opportunity to meet new people and be part of a great team ● The opportunity to develop new skills and gain new experiences ● Reimbursement of reasonable (pre-agreed) travel and subsistence expenses.

Further location details may be provided below.

Sutton Gate 1 Carshalton Road Sutton


Our office is located at the top of Sutton High Street, almost opposite the Sutton Police Station Buses: 280, 164, 80, 213, 413, S1, 151, 164, 80, 470, S3, 407 Train: Sutton Station, Brighton Road Link to map: https://www.google.com/maps/place/Age+UK+Sutton/@51.361455,-0.191782,16z/data=!4m5!3m4!1s0x0:0x122557797eddcecb!8m2!3d51.3613997!4d-0.1917554?hl=en-US


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 We welcome and/or have the resources to support:

We welcome applications from any-one over the age of 16 or 18 (depending on the role). Age UK Sutton is committed to the principle of equality of opportunity for all of its service users, staff, volunteers and trustees and to implementing non- discriminatory practices.

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Volunteer Centre  Other Roles for this organisation

This Organisation has  7  other volunteer role(s).
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