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The position centers on serving as the first point of contact, managing calls, responding to enquiries, triaging referrals, and providing advice, information, and signposting across specialist and partner services. It emphasizes accurate data handling, calm communication under pressure, consent and confidentiality, and adherence to policies including health and safety and data protection. 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Ongoing training in advocacy and learning new processes is also expected.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},262037,1790634230,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":15,"category_name":16,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":79,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":140,"read_time":73},2336478466772,"https://ap-avatar.wpscdn.com/davatar_3d24733baf745e90a7e4bdd5f77d97b2","Job Description: Advocacy Support Officer  \nSWAN supports and empowers people to have a voice, by ensuring access to quality, independent advocacy. We believe that everyone has the right to be heard & respected, the right to choice in decisions about themselves and the right to be safe.  \nRole Overview  \nThe Advocacy Support Team are the first point of contact for the organisation, responsible for handling calls, responding to enquiries and triaging incoming referrals for all our services from a range of professionals and vulnerable people .  \nThis is a busy and demanding role which requires a high standard of communication skills with the ability to remain calm under pressure. The role requires the ability to learn, understand and apply a wealth of knowledge about our individual services. It also requires the ability to be able to process data quickly and accurately.  \nA friendly, helpful individual, you will go that extra mile to ensure our clients are always happy with the service provided. You will need to be a strong team player who is flexible and willing to learn new processes and information. A clear communicator with the ability to remain calm in stressful situations and deal with very complex issues in a professional manner is essential.  \nAn Advocacy Support Officer is always present in the office 9am–5pm Monday to Friday. All members of the team need to remain flexible in their working hours to ensure cover during sickness and annual leave periods.  \nThe post is subject to 2 references including previous employer, evidence of right to work in the UK and an enhanced DBS check.  \nGeneral Information  \nThe Employee must always carry out their responsibilities with due regard to SWAN’s policies and procedures in particular; Health & Safety, Financial Authorisation, Confidentiality with regard to the Data Protection Act 2018 and all other relevant regulations.  \nEquality, diversity and inclusion are core to our values. In the selection of our staff, we are committed to equality with regards to protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We welcome applications from disabled people. The Employee must ensure a positive commitment towards equality by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst employees, suppliers and customers.  \nThe above Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary overtime according to the changing needs of the company.  \nReporting to:  \nAdvocacy Support Officers report to the Advocacy Support Team Manager who reports to the Head of Services.  \nDuties and Responsibilities  \n• Receive all incoming referrals via telephone and email  \n• Accurately record all essential information on SWAN’s client database  \n• Provide assistance, advice and information about specialist advocacy services.  \n• Provide information and signposting to other organisations  \n• Triage and process complex referrals across all organisation and partner services  \n• Deal with all enquirers in a friendly, professional, and helpful manner  \n• Manage challenging communications from distressed and/or vulnerable clients and recognise when to consult with and/or escalate calls to the Advocacy Support Team Manager  \n• Ensure consent and confidentiality protocols are adhered to and the referral processes are managed in the appropriate manner  \n• Timely and accurately record data  \n• Act as first point of call to advocates in the field who may need assistance  \n• Promote the rights, equality, diversity and needs of all by ensuring they are respected and valued as individuals  \n• Print and bind Living Well Plans  \n• Administration of incoming and outgoing post  \n• Greet visitors to the office  \n• Admin associated with th","cbCaiiv5BcpwgsKx","https://ap.wps.com/l/cbCaiiv5BcpwgsKx","pdf",191290,"English","# Role Overview\n## General Information\n## Reporting Line\n## Duties and Responsibilities\n## Person Specification\n### Qualification Requirements\n### Skills, Experience or Knowledge Required\n### Desirable\n### Attributes Needed","[{\"question\":\"What are the core responsibilities of an Advocacy Support Officer at SWAN?\",\"answer\":\"The role includes handling incoming referrals by phone and email, recording information accurately on the client database, providing assistance and signposting, triaging complex referrals, and managing enquiries professionally. It also involves supporting advocates in the field and assisting with administration tasks.\"},{\"question\":\"What working pattern and attendance expectations apply to the role?\",\"answer\":\"Advocacy Support Officers are present in the office 9am–5pm, Monday to Friday. Team members must remain flexible with working hours to ensure coverage during sickness and annual leave periods.\"},{\"question\":\"What qualifications and training are expected for applicants?\",\"answer\":\"Applicants should be willing to undertake Independent Advocacy training (City \\u0026 Guilds level 3 or 4), with opportunity to work towards the formal qualification. Ongoing training in advocacy and learning new processes is also expected.\"}]","Advocacy Support Officer Job Description - Person Specification - Aug 2021 | PDF",1789358680]