Advice Centre Volunteer at Possability People

What does the opportunity involve doing?

WHAT WE NEED:

We need volunteers to support a frontline advisory service to clients in one or more of the roles below. Volunteers give information and advice on a range of disability matters and signpost people to more specialised agencies when appropriate.

ROLE DESCRIPTION

All volunteers take part in these tasks:

• Provide a welcoming and accessible service.
• Take the necessary time to build trust and confidence with clients.
• Deal with telephone, email and face to face enquiries from members of the public, referring more complex issues to appropriate colleagues.
• Provide clear and accurate advice about the process of applying for the given benefit.
• Wherever possible, provide options to service users in order that they may make an informed choice(s) regarding their enquiry.
• Signpost to other relevant services where necessary.
• Take accurate telephone messages and ensure messages are passed to the correct team member
• Assist with administrative tasks such as updating client records, database entry, scanning, filing, uploading documents, and correspondence.
• Ensure that the policies and procedures are followed and at all times to recognise the Equal Opportunities policy.
• Maintain confidentiality on all enquiries received and all information regarding any clients.
• Attend internal and external training identified in line with role and aspirations.
Volunteers can then choose to specialise in one or more of the following roles:

What induction, training and support is offered?

Before starting with us you will attend a Group Induction Day to familiarise you with our culture, ethos and working practices and to prepare you for your role.

All volunteers have a full induction into the role with ongoing training and support from their volunteer lead, including day-to-day supervision and quarterly one-to-ones. Volunteers are invited to attend team meetings and social events throughout the year.

You will have access to a range of free courses, including confidence building, computer skills, disability equality, customer services, and more.
If you are looking to get back into work we can offer additional resources and tool kits, whether that’s around explaining a health condition to an employer, how to write a brilliant CV, or ways to build your confidence in the work place; after 6 months we can provide an employment reference for you.

Volunteering for us will give you the opportunity to meet new people and work alongside them to do things which you wouldn't or couldn’t do alone e.g. challenging discrimination, reviewing services, delivering training.

Volunteers are made to feel welcome as part of the Possability People Team.

What skills or qualities are needed?

These are some skills, knowledge and experience we are looking for. However, if you don’t have these don’t worry as we can offer training and development within these areas:

• Calm and supportive temperament
• Reliable
• Able make a regular time commitment
• Good communication and interpersonal skills
• Competent computer skills, including some experience of using email and Word
• Good organisational skills
• Ability to maintain confidentiality
• A friendly, confident, and supportive telephone manner
• Able to listen and relay information with precision
• An ability to use one’s own initiative and conduct research into areas of enquiry, and then communicate this effectively to service users.
• For appointment volunteers; an ability to use one’s own initiative and work one-to-one with clients
• Able to demonstrate empathy with the client and be able to understand their emotional needs.
• Able to discuss client issues of a personal nature with a sensitive and non-judgmental approach
• Able to deal with occasional challenging situations and behaviours
• Experience of working with people with complex needs
• Experience of working with the public
• Knowledge, experience, or awareness of disability and mental health issues
• Knowledge of disability-related benefits
• Knowledge of local service provision
• Experience of completing benefit forms
• Experience of conducting benefits appeal work
• Knowledge or willingness to learn about the social model of disability