Information and Advice Worker

Job Title: Information and Advice Worker

Hours: 35hrs p/w Monday to Friday, plus 1 Saturday morning every 8 weeks

Salary: £25,000 - £29,000 per annum (depending on experience)

Contract: 12 months initially

Project: Information & Advice

Accountable to: Information and Advice Manager

Location: Based in South Tyneside. The nature of this role requires the post holder to have the means to travel for work purposes.

Context: Age Concern Tyneside South (ACTS) is a Registered Charity which promotes the well-being of people living in South Tyneside, improving their quality of life and helping them maintain their independence.

Deadline is Tuesday November 3rd 2026

**IF INTERESTED IN THIS JOB, PLEASE DO NOT SEND A CV, INSTEAD REQUEST AN APPLICATION FORM FROM [email protected]**

Purpose

To provide information, advice and guidance [IAG] to people living in South Tyneside within the I&A service at ACTS. This role includes delivering I&A at outreach venues, community settings, and placements with other organisations ACTS works in partnership with. The role will address financial wellbeing, health literacy, and access to early interventions, reducing health inequalities in line with the Marmot Principles.

To provide information, advice, guidance, and practical support with client multi-issue and single query cases, provide emotional support and direction to assist clients to adapt and cope with change and promote their independence.

To also identify and address issues such as reducing loneliness, social isolation, and improving health and wellbeing, reducing instances of falls and reducing hospital re-admissions, producing effective support outcomes to ensure clients resolve issues and effectively manage life changing events.

Due to the nature of this role, you must have the means to travel freely independently across the borough of South Tyneside

Main Tasks

· To deal with enquiries from people, their families, carers, friends and other interested parties.

· Client Consultations: Conduct client meetings at most appropriate location (ACTS office, outreach location, etc.) by prior appointment to gather information, listen attentively to clients' needs and preferences to ensure IAG is tailored to individual need.

· Record activity on CRM system under clients details

· To deliver IAG in a variety of ways (face to face, telephone, email, digital link-up etc.) as is best suited to the client

· To explore the nature of the issues raised by the person and their wider circumstances

· To identify and research information relevant to the client’s situation, drawing on information resources available

· To present and discuss information with the client in an accessible form, enabling them to identify a suitable solution

· To provide appropriate and timely advice and information to inform clients about services available to them and how to access them, including Age Concern Tyneside South services and where appropriate, to refer clients to other agencies and sources of help

· To give help with letter writing and completing forms

· To provide emotional and practical support, ensuring required and identified support is actioned

· To maintain accurate and timely records and maintain case records using ACTS Management Information System

· To use appropriate systems to monitor and evidence the work of the service, and to help gather, update and organise relevant information to produce reports and statistics from appropriate sources

· To prepare monthly reports for management and board as requested

· Where appropriate, to work with other agencies in contributing to the development of the service

· To attend necessary training sessions and meetings in order to remain up to date on developments and issues affecting older people

· Undertake training and development as required. Also to assist, where appropriate and necessary, with the training and development of colleagues

· Ensure service users information is secure and shared through secure processes.

· To keep up to date with relevant laws, policies and procedures

· To carry out tasks according to Age Concern Tyneside South policies and standards, including the confidentiality, anti-discrimination and health and safety policies.

· To carry out any other duties commensurate with the post

Person Specification

Specification

Knowledge

Knowledge of the welfare benefits system, including means tested and non means tested benefits

Understanding the issues affecting people and their carers

Understanding the difficulties faced by disadvantaged groups in accessing information and advice services

Excellent communication and interpersonal skills, with the ability to explain complex concepts in a clear and understandable manner.

Knowledge and understanding of current energy efficiency initiatives

Knowledge and understanding of social care issues

Knowledge and understanding of housing issues

Experience

Experience of working in an Information and Advice Service

Experience of working with people with debt issues, providing information & advice to manage debt

Working both independently and as part of a team

Experience of inter-agency working

Experience of delivering excellent customer service

Experience of the voluntary sector

Experience of developing new services and systems

Experience of using new technology to deliver information and advice

Skills and Abilities

Competent IT skills, including use of Microsoft Office, email, databases and remote video platforms

Hold AIG level qualification [or be prepared to study for in a reasonable time frame]

Effective communication skills both written and oral

Effective organisational skills including information, resources and time management

Effective record keeping

Ability to work under pressure, be self-reliant with a confident approach

High attention to detail and a commitment to maintaining client confidentiality.

The ability to travel freely for work purposes

I&A Advice Worker will receive regular supervision and support from the Information & Advice Service Manager

I&A Advice Worker will be expected to actively follow Age Concern Tyneside South policies, including Equal Opportunities, Safeguarding, Information Security and Code of Conduct. Also expected to maintain an awareness and observation of Fire and Health & Safety Regulations.

All employees have a responsibility to undertake training and development as required. They also have a responsibility to assist where appropriate and necessary with the training and development of fellow employees.

All employees have a responsibility for their own and others health and safety.

We will ensure, so far as is reasonably practicable, that no disabled applicant is placed at a substantial disadvantage. This person specification includes what we believe are fully justifiable essential and desirable selection criteria. Provided that the selection criteria unconnected with the disability are met, we will make ALL reasonable adjustments in order that someone with a disability can undertake the duties involved.

The specific duties and responsibilities of this job description are not restrictive, and the post holder will be expected to undertake any other duties within the scope of the role, as required by the Chief Officer or Board of Directors.

ACTS is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Successful applicants will be required to produce an Enhanced Certificate of Disclosure from the Disclosure and Barring Service.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission to be made to the Disclosure and Barring Service (DBS) to check for any previous convictions

Probationary period 3 months

This job description is subject to review and subsequent revision if the needs of the organisation demand this.

Pay: £25,000.00-£29,000.00 per year

Benefits:

• On-site parking

Work Location: In person