Advice Line Operator

Purpose of the Job

To provide disabled people, carers and the caring profession with a confidential and impartial service of advice and information on all aspects of disability.

Nature and Scope of the Job:

The operator is a member of the DIAL NW Kent team of voluntary staff. The team works closely together, providing a service to the public, in the office and in the local community

Main Tasks and Responsibilities.

  1. A basic knowledge of the Welfare Benefit System is a requirement for this position.
  2. To respond to clients enquiries via the telephone, answering machine, email, letters or from people dropping into the office.
  3. Where the request is for simple information, to search for this using all the resources available, including the computer database, reference information and to pass this back to the client.
  4. To complete all necessary documentation and administration requirements.
  5. To keep up-to-date with new and changing information, especially on welfare benefits, disability issues and on the local community.
  6. To undertake training to maintain and improve skills in order to meet the standards of DIAL NW Kent and DIAL UK.
  7. Progression to assisting with the completion of welfare benefits forms on behalf of client’s, could be mutually agreed during future reviews.

 


Advice Line Operator

Purpose of the Job

To provide disabled people, carers and the caring profession with a confidential and impartial service of advice and information on all aspects of disability.

Nature and Scope of the Job

The operator is a member of the DIAL NW Kent team of voluntary staff. The team works closely together, providing a service to the public, in the office and in the local community.

Main Tasks and Responsibilities.

  1. A basic knowledge of the Welfare Benefit System is a requirement for this position.
  2. To respond to clients enquiries via the telephone, answering machine, email, letters or from people dropping into the office.
  3. Where the request is for simple information, to search for this using all the resources available, including the computer database, reference information and to pass this back to the client.
  4. To complete all necessary documentation and administration requirements.
  5. To keep up-to-date with new and changing information, especially on welfare benefits, disability issues and on the local community.
  6. To undertake training to maintain and improve skills in order to meet the standards of DIAL NW Kent and DIAL UK.
  7. Progression to assisting with the completion of welfare benefits forms on behalf of client’s, could be mutually agreed during future reviews.

  Scribe

Purpose of the Job

To provide written assistance to Welfare Benefit Advisers in the completion of benefit application forms.

Nature and Scope of the Job:

The operator is a member of the DIAL NW Kent team of voluntary staff. The team works closely together, providing a service to the public, in the office and in the local community.

Main Tasks and Responsibilities.

  1. No previous Welfare Benefit knowledge is required, as training will be provided.
  2. The scribe will need to commit to 3 to 4 hours at specific times, usually once a week.
  3. To complete all necessary documentation and administration requirements.
  4. To undertake training to maintain and improve skills in order to meet the standards of DIAL NW Kent and DIAL UK.
  5. This position could work in conjunction with the Telephone Operator position and progression to Advice Line Operator or Welfare Benefit Adviser, could be a mutually agreed progression during future reviews.