Job title: Advocacy Referral Coordinator
Reporting to: Senior Advocate
Hours: 18 hours 45 minutes per week
Salary: £24,156 per annum (pro rata)
Location: London W10 initially with flexibility to work across locations
Application closing date: 21 Feb 2019
The Advocacy Project
The Advocacy Project helps the most marginalised and vulnerable people living in London make effective choices about what happens in their lives, while helping them shape the services we all need. We want to make sure that people across all age groups – young people, adults and older people, and across all care groups – including learning disability, mental health, older people and dual diagnosis, can:
- Voice their concerns and issues
- Clearly, understand their rights
- Make effective choices about what happens to their lives
We do so through advocacy services that provides objective support for individuals, and user involvement projects that help service providers improve their performance. Find out more about us at www.advocacyproject.org.uk
Role Purpose – Advocacy Referral Coordinator
To work across all our services and contracts to
- process advocacy referrals efficiently and effectively
- be responsible for ensuring stakeholders have accurate information about referral processes and advocacy eligibility
- be responsible for ensuring accurate and efficient system and information for ineligible referral
Key Responsibilities – Advocacy Referral Coordinator
- To provide high quality customer service; responding positively and professionally to a wide range of contacts, including by telephone, email, postal, web and in person enquiries
- To review referral processes to ensure working practices are refined periodically to ensure we provide a high quality, efficient and effective service
- To work directly with social care and health staff, carers, and service users, including those with learning disabilities, physical and sensory impairments, acquired brain injuries, older people and people with mental health needs in making referrals for advocacy
- To ensure that advocacy referral forms and posters advertising the advocacy services are kept up to date are distributed to all referring agencies
- To liaise with referring agencies provide awareness sessions as required to help keep ineligible referrals to the service at a minimum
- To ensure that all referral responses are within the contractually agreed timescales.
• To ensure that all eligible and ineligible referrals are logged on The Advocacy Project’s case management system
- To obtain relevant information from callers to handle calls effectively to ensure appropriate allocation or signposting for the caller
- To contribute to the development of and ensure the maintenance of information systems including The Advocacy Project’s case recording system
- To work collaboratively and effectively with the advocacy team to ensure a high quality service
- To ensure signposting information is kept up to date
- To build and maintain strong working relationships with a variety of internal and external contacts.
Key Responsibilities – General
- To participate in team meetings and training as required.
- To participate in personal, team and organisational development.
- To contribute to monitoring reports as required.
- To ensure an understanding and compliance with Health and Safety, risk regulations and The Advocacy Project Policies.
- To work to The Advocacy Project mission, vision, and values.
- Undertake other projects and tasks as required.
- Sound knowledge of statutory and non-statutory advocacy and relevant eligibility criteria.
- Experience of working to the principles and practice of advocacy and an understanding of different forms of advocacy.
- Excellent communications (written and verbal) and interpersonal skills. Effective in working with a wide variety of stakeholders ranging from commissioners, to service users and colleagues.
- Experience and understanding of using a data management system.
- Understanding of the issues faced by adults eligible for advocacy.
- Ability to listen and build trust, to encourage people to express their own views and to represent clients’ self-defined interests.
- Commitment to working within The Advocacy Project code of conduct, equalities and safeguarding policies.
- Ability to work as part of a team and on your own initiative, to plan and prioritise your own workload.
- Willingness to promote The Advocacy Project in line with our mission, vision and values.
- Evidence or commitment to ongoing professional development.
- Understanding of Accessible Information Standard
- Ability to speak a local community language
- Hold a National Advocacy Qualification
The Advocacy Project is a Disability Confident Committed and Mindful Employer and our staff are integral to the quality of the services we deliver. We are committed to providing an empowering, flexible and supportive working environment for all our staff.
Our employee benefits include 30 days’ annual leave (including up to 3 days between Christmas and New Year), participation in pension scheme with 6% employer contribution, access to free confidential counseling service, and interest free travel loan/bike loan.
All our staff are encouraged and supported to access continuous learning and development opportunities including our monthly lecture series delivered by sector experts such as Dawn Harwood, Service Director at Women’s and Adolescents Forensic Service, West London Mental Health Trust on ‘Future trends in mental health in a forensic setting’ and Megan Karnes, Director of Hoarding UK on ‘Hoarding behaviours, the Care Act and Advocacy.’
How to apply
Please complete the form below and submit by 21 Feb 2019.