Please bear in mind that coronavirus restrictions mean some organisations are not currently able to operate as they did pre-covid. While a volunteering role profile may be listed as available on this website it is possible that the opportunity may have had to be temporarily suspended. Things are a little more challenging just now so please also allow a little more time to hear back from them. Thank you.
Age UK West
Sussex, Brighton and Hove FPOC service provides support to people to enable
them to access the information they require to be able to move their issue
forward. The service
covers the whole of West Sussex, Brighton and Hove and is delivered by
paid staff and volunteers.
The purpose of the role is to contribute
towards the provision of information
& advice service across both counties supporting people 50 and above their
families, carers and friends. You will be supporting people with information and
signposting by answering enquiries from the public over the telephone,
responding to requests for signposting and routing clients who need advice to the
most appropriate adviser.
You will be supported by the First Point of Contact
(FPOC) coordinator. For the most
vulnerable you will navigate people to the help they need. This maybe by an
internal referral to one of our own services or an external referral to partner
organisation or services.
support the service by researching services and organisations and contributing
to our information database.
To provide a wide range of information
to older people, their families and carers, meeting the AQM ‘Quality’ standard
and Age UK IAQP in accordance with Age UK
West Sussex, Brighton and Hove policies
To provide clients with information in
relation to their issues to enable them to make informed choices. Offering our
information guides and factsheets where applicable.
To identify the key issues and signpost
to the most relevant service or advisor.
To ensure clients are either provided
with or can access the support they need to achieve their desired outcome.
support the most vulnerable with the next steps by navigating them to the most appropriate service or organisation
making direct referrals both internally or externally.
To ensure that clear and comprehensive
records of all enquiries are received and noted how they were resolved, enter
them on our bespoke database, with all relevant documentation attached to the
client record. Follow the bench marks for the service.
To attend and contribute to team
meetings either remotely through
Microsoft teams or face to face.
To attend relevant training applicable
to your role ensuring you have the most up to date information required for the
To liaise with the FPOC coordinator to
ensure correct information is given and check that there are no missed issues
To support the FPOC with training and
support of other volunteers
To understand when to refer onto then
advisors for further support.
This will be based at Lavinia House, Dukes Square, Horsham.
What skills do I need?
skills including MS packages, MS teams and ability to use our bespoke database