Address
Form of work
Salary***35 Hours a week***
This role will full-time face to face in one of hub locations
Local Authority Experience preferred
Key responsibilities
-Access Islington Advisor will be essential in delivering a seamless resident experience through Islington’s ‘front door’ by offering a Strength’s Based approach to local people, families and communities whilst also having the resources available to identify and provide a wrap-around support to those who need it most.
-In line with the Resident Experience Programme and its objectives, Access Islington Advisors will provide a holistic service through a multi-channel environment whilst empowering residents to self-serve, getting things done quickly and efficiently, so that we can preserve valuable resources to provide a tailored offer to those who need it the most.
Access Islington Advisor
-The Access Islington Advisor role will support local people and families by connecting them into the community and to other areas of the council using a triage function. Staff will be empowered to work collaboratively with other services to embed prevention and early intervention into our approach whilst having quality strengths-based conversations to allow a seamless resident experience through Islington’s ‘front door’.
-In line with the Resident Experience Business Case, the role will be to support residents to access services by signposting to self-serve for those that can, supporting residents with assisted self-serve, whilst embedding strengths based conversations to support remaining residents with complex needs who will require a more wrap-around support package.
-The role will require Access Islington Advisors to build rapport and have strengths based quality conversations with residents that explore their holistic needs, whilst making every contact count based on the residents needs and experiences.
-The role will also need to maintain awareness of the support in the community that can be used to support residents by working closely with the Community and Voluntary Community Sector (VCS).
-Access Islington Advisors will be required to work flexibly among all areas of Access Islington’s services – including in the new Fairer Together Hubs and what is currently Front of House, Cashiers, Access Team and Parking.
Principal accountabilities
Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.
To partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count.
To work collaboratively with other services to embed prevention and early intervention into our approach to ensure those with more complex needs are provided with a wrap-around support package.
To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy. To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with more complex needs.
To deal with all customer interactions in a polite, friendly and efficient manner.
To use the relevant technology systems to provide high quality accurate advice.
To be readily identifiable as an Access Islington Advisor. To comply at all times with the dress code and/or to wear the uniform provided.
To maintain records and produce statistics where necessary.
To correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales.
To monitor personal performance in terms of agreed personal work targets.
