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Information and Advice Officer

Closing date for applications is 9am on Wednesday 29th June

The interview dates are between the 4th and 7th of July.

Contract length: 6 months
Part-time hours: 16 per week

Salary: £10,159.00 per year

  • The role is for two days a week, preferably over Monday, Thursday or Friday.


Full Job Description

At Lamp, we provide independent mental health advocacy to residents of Leicester, Leicestershire and Rutland. We are passionate about ensuring voices are heard, and rights are upheld in relation to mental health care and treatment. In addition to this, we offer an Information and Advice service, which is a single point of access facility. The purpose of this service is to ensure people are navigated to the right service for their needs.

We are looking for an enthusiastic and well organised individual to join our advocacy team, to work in conjunction with our existing Information and Advice Officer, and provide telephone, email and administrative support in line with our referral pathways.

Overall purpose:

To provide client focused information, advice, and signposting to clients calling through to our service.

To provide referral support and other administrative tasks (where applicable) to the advocacy team.

To be a key team member in delivering a streamlined single point of access to the advocacy service.


Key responsibilities:

– To answer calls incoming from clients/members of the public, and triage the call to the appropriate team internally, or signpost to relevant organisations.

– To respond to client calls or emails that may include distressing themes, and appropriately signpost them to crisis services or urgent care, and able to prioritise client work based on need and urgency.

– To maintain a non-judgemental, person centred approach at all times.

– To escalate safeguarding concerns involving clients to the Head of Advocacy.

– To take incoming advocacy referrals, from the email inbox or over the phone, and upload those to LAMP’s database.

– To respond to queries from organisations or individuals.

– To capture data, record themes and trends, and other reporting tasks that the Head of Advocacy specifies.

– To introduce clients to the service, and provide information and advice face to face wherever applicable or appropriate.


Operational and employee conduct:

– To utilise your skills and knowledge to the best of your ability, to keep up to date with external organisations and their service delivery in order to accurately signpost and advise clients.

– Undertake duties with a confidential approach.

– Follow company policy and procedures at all times, including Safeguarding.

– To support and commit to the strategic and operational aims and objectives of the organisation.

– Upholds and promote LAMP’s commitment to Equal Opportunities at all times.

– To communicate effectively with the wider team and raise any concerns to the Head of Advocacy.



1. Works innovatively and flexibly to identify clients’ needs and preferences, and provide information, advice and support where appropriate.

2. Has exemplary communication skills – builds effective working relationships, and is clear and articulate. Maintains a professional and positive approach at all times.

3. Has knowledge of local mental health services, organisations and charities.

4. Has knowledge of advocacy practice and remits.

5. Manages a complex workload, prioritising and organising effectively.

6. Demonstrates sound time management and team working.

7. Keeps timely and accurate records, contributing to reporting documents.

8. Undertakes any training deemed necessary to the post, with the support of senior staff.

9. Takes part in supervision and appraisal processes.

10. Supports other team members by undertaking duties as instructed in their absence.

11. Holds a current driving licence and has access to a vehicle during working hours.

12. Appropriately seeks support, and records and reports any risk matters to the Senior Management Team.

Person Specification


Knowledge & Experience

Experience of providing information and advice to individuals

Knowledge of advocacy services and the remits of advocacy roles.

Qualified to degree level, or holds a relevant professional qualification or experience.

Working knowledge and understanding of mental health legislation and practice including the Mental Health Act 1983.


Experience of working in mental health or social care settings

Understands local community and voluntary service issues

Holds national advocacy qualification

Working knowledge and understanding of The Care Act and Mental Capacity Act


Skills & Abilities

Excellent Communication skills, understanding the need for empathy and sensitivity. Able to identify urgent matters that require further intervention.

Able to work on own initiative and as part of a team, under supervision and guidance of senior staff

Able to maintain confidentiality and adherence to data protection

Skilled in negotiating positive outcomes and in dealing sensitively, professionally and courteously with all agencies and individuals

Understand and recognise the diversity and needs of all service users

Good computer skills, providing effective recording and reporting

Holds full driving license and has access to vehicle during working time



1. Test prior to shortlisting (i.e. all applicants)

2. From application form

3. Test after shortlisting

4. Probing at interview

5. Documentary Evidence


To apply, please complete the online application form or  forward your CV with a covering letter explaining how you meet the person specification to


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