Job Title: Scams Outreach and Community Engagement Officer

Locations: East Sussex

Accountable to: Information and Advice Assistant Manager

Responsible for: Volunteers

Hours: 28 hrs per week

Purpose of the post

To lead on the delivery of a front line Scams Prevention Service for people in later life across East Sussex, providing advice and raising awareness of scams to groups and individuals.

Ensuring the growth, activity and sustainment of a county-wide Scams Prevention Service.

Responsibilities

1. Maximising customer contact, meeting targets through home visits, group delivery and I&A outreach.

2. Support the I&A Assistant Manager and Fundraising Team to identify potential funding opportunities.

3. Support the I&A Assistant Manager in the recruitment, training and management of volunteers to support the Scams Prevention Service.

4. Signposting when appropriate to other AUKES services such as I&A benefits checks and benefit application support team.

5. To support the I&A Assistant Manager in the planning, activity, targets, outcomes of the service.

6. Maximise stakeholder engagement by forming and sustaining strong relationship with the National Scams Team, Trading Standards and Sussex Police as key referral sources and work in partnership to ensure optimum outcomes are achieved via joint working agreements.

7. With the I&A Assistant Manager be responsible for the co-ordination and alerting through the appropriate channels, via the safeguarding lead, all safeguarding cases

coming to the attention of the scams/ I&A service, ensuring all cases are recorded and managed appropriately.

8. Ensuring the promotion of the Scams Prevention Service across East Sussex and supporting the Fundraising and Marketing team to promote the service.

9. Delivering scams prevention and awareness training across AUKES services.

10. Supporting the I&A Assistant Manager to ensure a continuous improvement approach is taken to the service, working with internal and external customers to evaluate service delivery through customer feedback.

11. To support the I&A Assistant Manager to ensure compliance within the Services team to AUKES’s quality standards (currently ISO 9001 and Age UK Organisational Quality Standard and Information and Advice standard)

12. Ensuring that regular customer satisfaction surveys, for all activities, are conducted by service teams and summaries are provided to the Quality Manager for presentation at the quarterly quality review meetings.

13. Ensuring that all external complaints are logged and acted upon according to the complaints procedure

Other

1. To work within the policies, procedures and quality frameworks adopted by Age UK East Sussex with particular attention to equal opportunities, data protection/confidentiality, safeguarding and health and safety requirements.

2. To undertake relevant training as required by the organisation and agreed with your line manager.

3. To be an Ambassador for the Charity, positively promoting the organisation and its services at all times.

4. To undertake other such responsibilities and duties as may be reasonably required by your line manager within the level and grading of the post and to work flexibly as required.

Age UK East Sussex reserves the right to review this job description from time to time to best suit the changing nature of the role in line with service needs. Any changes to this document will be made by mutual agreement.

Person Specification

Attribute Quality Essential/Desirable

Assessed

Education/Qualification

GCSE or equivalent English and Mathematics.

Level 3 qualified (A ‘level, AS level, NVQ level 3 etc.)

NVQ Level 3 in Health & Social Care

E

E

D

Application

Experience Experience in a similar community development /engagement role

Experience of providing excellent service in a face to face customer support role.

Experience of providing information & advice in person, by telephone, e-mail and letter.

Experience of recruiting volunteers

Experience of stakeholder engagement

Experience of identifying fundraising opportunities

Experience of working with older people, either in a paid or unpaid role.

Experience of working to targets

E

E

E

D

D

D

E

E

Application

Knowledge Knowledge of local statutory and voluntary services in East Sussex

Knowledge of safeguarding processes and procedures

Knowledge of issues affecting older people, including those of a practical nature.

D

D

E

Application

Skills and Abilities Good IT skills, competent user of Microsoft Excel and Word and a working knowledge of data bases.

Ability to maintain bespoke IT

E

D

Application

systems and ensure accurate data entry for monthly reporting

Ability to listen to, understand and respond to the needs of older people.

Ability to contribute to the development of the service and service improvement

Highly developed inter-personal and communication skills

Proven ability of establishing positive working relationships

Proven ability to lead, inspire and motivate others to meet organisational objectives

Ability to work on own initiative, to manage workload and to prioritize

Excellent organisational skills

D

E

E

E

E

E

E

Other Ability and willingness to travel across East Sussex

Commitment to adhering to Health & Safety procedures

Commitment to equal opportunity to all members of the community

Willingness to learn new skills and acquire knowledge appropriate to the tasks outlined in the job description.

E

E

E

E

Interview

I confirm that I have received and read the above Job Description and Person Specification

As an employee of the charity, I understand the duties and responsibilities assigned to me. Furthermore, I understand that these are intended as guidelines and may change over time, as necessary. From time to time, I understand I may be asked to perform duties and undertake responsibilities that are not specifically set out in my job description but are suitable for my role and level.

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