Volunteer Support Worker

Scope of role

To provide one-to-one support with administrative duties, guiding and reading.

Administrative Support

1. Read client details from referral forms or the enquiries database to the Specialist Welfare Rights Advisor and make notes if required.
2. Assist with reading welfare benefit letters and other relevant documents and make notes where required.
3. Assist with completing benefit application forms and confirmation of advice letters.
4. Assist in the preparation for and assist in attendance at meetings, briefings, conferences etc.
5. Assist with reading internal resources and communications and with completing any hard copy documentation.
6. Assist with any welfare benefit calculations where required by entering data into a calculator and reading back the result.
7. Assist with using general office equipment.
8. Deal with postal items (internal and external).

Detailed case records

1. Maintaining detailed case records, ensuring that all work meets all auditing and quality standards and the requirements of the funder.
2. Ensuring all case records and written up in a timely manner.
3. Monitor and report on client engagement and outcomes from advice sessions.
4. Familiarity with CRM systems and practices (Customer Relationship Management system).
5. Handle customer complaints, provide appropriate solutions within the time limits, follow up to ensure resolution.

Guiding and one-to-one support

1. General guiding within Toynbee Hall, e.g. guiding to where a client has been seated for an appointment.
2. General guiding within St Bartholomew’s Hospital, e.g. to visit patients on the Wards.
3. Guiding in unfamiliar places; assisting with travel to/from locations off-site.
4. Assist with (selection/carrying) where refreshments or meals are provided at events, e.g. training courses, meetings, conferences, etc.
5. Identifying individuals at meetings, those speaking and those asking questions.

Additional Responsibilities

1. To follow agreed standards and procedures as determined by the Specialist Welfare Rights Advisor, Toynbee Hall and Macmillan Cancer Support.

Please note: no knowledge or experience on welfare benefits is required.

Please download the full Job Description for more details.

About Toynbee Hall

Based in the East End of London since 1884, Toynbee Hall is a charity working alongside people facing poverty, injustice, and inequality to build a fairer East London. We provide vital advice and support, working in partnership to tackle unfairness and ensure everyone has an equal chance to thrive.

We have recently launched a new strategic plan which reinforces that our purpose is to build a fairer future with an end to poverty, injustice and inequality.

We work towards this by:

• Addressing poverty and injustice through advice and support and influencing systemic change.
• Shifting power to people and communities affected by injustice and inequality.
• Collaborating to end poverty and build fairer systems and institutions. What we want to see in the world starts with our community and our organisation.

This means:

• Working together to build a thriving local community where people have the resources they need, feel their voices are heard and are optimistic about the future.
• Being a good employer, where people are treated fairly, feel engaged and empowered, and work together to achieve our shared vision.
• Acknowledging the role Toynbee Hall has historically played in civic society while recognising that our role now is to shift power, to be an effective partner, and to amplify voices that are less likely to be heard.

What we learn from our work in east London we use to inform and influence wider policy – working to influence change in structures, systems and policies.

How to Apply

Please submit a short cover letter outlining why you are interested and why you think you would be suitable for the role. More information can be found in our website

Closing date for applications: Sunday 15th of September 2024