Information Officer (West & North Kent & Swale)

Information Officers will provide intensive casework support to clients across their ‘area’ who have more complex support needs (i.e. those who cannot ‘self-help’ using resources supplied on the website/social media nor be helped by the Contact Centre Officer).

Information Officers will be ostensibly home-based, but will (when practicable and safe) work face-to-face with clients in community venues and occasionally in the client’s home. Information Officers will use their experience and knowledge to deliver support which informs and empowers clients to address a specific issue or issues.

Duties will include:

• Monitor the Podio CRMS for new client enquiries/referrals for clients based in West, North Kent and Swale (as defined above)

• Supporting the triage function of the organisation

• Make contact with the client in accordance with their support needs and in a timely manner

• Work with each client to identify the best/appropriate support programme

• Gather client impact data on completion of the support programme

• Accurately input and maintain client records on the Podio CRMS

• Work with the Marketing and Communications Officer to ensure the client support resources on the website are current, up-to-date and correct

• Identify opportunities to support the promotion of the organisation and its services

• Actively contribute to team meetings

• Proactively identify opportunities to improve client support services

• Take part in continuous professional development/training opportunities

• Other duties required to improve client support services

Please refer to the job description for further information.