Information Advice Officer

Job Summary:

The role involves supporting the entire team by providing administrative support, to meet the evolving needs of the service. You will be assisting with health and safety, managing building operations, and ensuring a warm and welcoming front-of-house experience for all service users and visitors, creating a warm and welcoming atmosphere. Additionally, the individual will offer expert guidance and brief interventions to children and families, as well as handle the publicizing and marketing of materials. The post holder will embody the Gloucestershire vision of exceptional service, expert advice, and efficient administration., you'll provide efficient signposting and brief interventions to empower children, young people, and their families.

Key Tasks & Responsibilities

• Provide a warm, efficient and welcoming reception service for all visitors and telephone callers. To ensure that the venue(s) adheres to safe risk management procedures at all times.
• Provide relevant and effective signposting to online information, advice and support, with a child, young person, parent or carer to address a particular need.
• To support the delivery of universal services as and when necessary.
• To assist in placing orders, completing stock inventories, and receiving delivery of goods.
• To complete diary and room booking requests from external partners and agencies.
• Open and/or close the centre each day, ensuring all windows and doors are secure and alarms are set.
• To keep timely and accurate records of your work and adhere to confidentiality, safeguarding and information-sharing protocols
• Recording data and uploading documents on our Liquid Logic database and Outcome Star system and, at times, collating data for monitoring reports.
• To support and produce in line with Family Actions Marketing and Communications Department, all local publicity for groups, workshops and events, including designing and updating webpages, creating leaflets and flyers, keeping notice boards current, managing social media accounts (Facebook/X) etc current and updated
• Build up knowledge and understanding of local resources and community, statutory and services, services, and communicate effectively with them in the best interests of the child and family.
• Support any administration volunteers, students or apprentices working in the office. Support and be responsible for room booking and be the first point of contact for partners willing to use the venue.
• Deal with building maintenance and security issues and liaise with tradespeople and anyone responsible for the maintenance of resources, equipment and safety of the building in a professional manner.
• Maintain up to date knowledge of all advice venues, triage all callers, referring service users to outreach advice venues where appropriate.
• Word process reports, minutes of meetings, correspondence and produce any other required documents in a timely manner.
• Ensure that staff and service users comply with health and safety policy and assist with health and safety risk assessments. Ensure standards are maintained in accordance with legislation.
• Comply with Family Action’s Health and Safety and Data Protection policies and protect your own and others’ health, safety and welfare.

Assist managers in maintaining efficient finance records, petty cash, credit card returns, and receipts; process invoices and any income and coding to each including service and submit returns to the central office. Work closely with and support Data, Impact and Finance Officer with relevant financial functions.

• Set up and maintain Computerised and manual systems and produce reports as required.
• Process incoming referrals and manage confidential service user files on an electronic recording system.
• Ensure smooth operation of tasks, such as photocopying, incoming and outgoing post, email communications, ordering stationery and equipment, filing and archiving, booking of rooms, maintaining stocks as required.
• Work within systems for the collection of statistical and qualitative data, which can be used to demonstrate outcomes and impact of services and Support staff with collection and collation of service user feedback and evidence of impact of the service on the wellbeing of children and families.
• Promote a positive image of Family Action, assist in developing promotional materials and supporting awareness of our services. Support managers in producing quarterly and annual returns/reports. Work closely with Family Action Head Office functions especially with Marketing and Communication teams.
• To assist families to access, build and maintain effective relationships with the centre and other support services.
• To play an active part in the team, working collaboratively to ensure the smooth running of the service, using informal and organized peer support effectively and shared learning opportunities.
• To participate and contribute in meetings with internal staff and external agencies. To take minutes of the meetings as appropriate
• To undertake training according to the needs of the service.

To be able to evidence Family Action’s values at all times, which underpin Family Action’s mission of ‘building stronger families’ by:

• Being people focused
• Reflecting a ‘can do’ approach
• Striving for excellence in everything we do
• Having mutual respect for everyone we work with, work for and support through our services

• To ensure you have an understanding (appropriate to your role) of, and comply with Family Action’s procedures for promoting and safeguarding the welfare of children and vulnerable adults.
• Embrace and implement Family Action’s Equality & Diversity Policy in every aspect of your work and positively promote its principles amongst colleagues, service users and other members of the community.
• To work flexibly as may be required by the needs of the service and carry out any other reasonable duties as required.
• To be willing to work outside normal core hours [9am-5pm], evenings and early mornings and occasional weekend working.