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  • Disability
  • Health and Hospices
  • No Specific Interest
  • Older People


  • Administration and Office
  • Advice and Information
  • Caring and Helping People
  • No specific activites

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. 

You will support the service by researching services and organisations and contributing to our information database.

Main tasks:

  • 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 and procedures
  • 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.
  • To 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 role.
  • 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?

This role requires:  

  • Good Computer skills including MS packages, MS teams and ability to use our bespoke database
  • Good communication 
  • Good listening skills 
  • A professional manner
  • Able to think outside the box      
  • Respect for difference  
  • Minimum three hour commitment a week 


  • Disability
  • Health and Hospices
  • No Specific Interest
  • Older People


  • Administration and Office
  • Advice and Information
  • Caring and Helping People
  • No specific activites


No additional details recorded for this opportunity.

When can I volunteer?

Start Date: 29/06/2021

End Date: 29/06/2022

Slot Mon Tue Wed Thu Fri Sat Sun
Morning Yes Yes Yes Yes Yes No No
Afternoon Yes Yes Yes Yes Yes No No
Evening No No No No No No No

Availability Details

Mon to Friday 9 – 5 (can be done in 4 hr shifts) or whatever you are able to offer.


Lavinia House,
Dukes Square,
West Sussex
RH12 1GZ

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