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Information, Advice & Guidance Senior Officer

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Job Summary

Employment Term:
Full time, Permanent
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
Closed for applications on 16/10/2018 23:59
£28,221 - £30,756
Hours per week:
Job Category:
Customer Services/Reception
Vacancy ID:
Employment Location:
Badminton Road
Post Number:

Job details 

Closing date:
16 Oct

Please note

This job is closed for applications.

Further information

Summary of Post
Good quality and timely information, advice and guidance (IAG) is really important. Improving our future IAG offer is going to be a key achievement for us in addressing customer feedback and delivering the improvements required by OFSTED. We’re looking for an IAG Senior Officer to help us in this endeavour. You will be working under the direction of the Customer Information & Feedback Manager, and be assisted by IAG Officers who will report to you. The IAG Team will manage the implementation and ongoing development of the IAG offer via our IAG platform, as well as other content on the Council’s website and Internal content on the Intranet. The audiences are wide ranging; members of the public, our own staff and partner agencies.

We want to create and develop a platform that includes content that people want to use and recommend to others. The platform needs to encourage the take up of advice and universal services that are available in the community and therefore potentially reduce the demand for expensive statutory care services. We want to increase the range of content and potential contact points within the platform through closer co-operation with our partners in the statutory and voluntary sectors – e.g. NHS trusts, voluntary sector bodies, parish councils etc.

Interviews will be held on the 24th October 2018

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.

Main Duties
You will be expected to:
• Be innovative and be driven to develop our IAG offer to become the ‘go-to’ source of information & advice for our target audiences.
• Work with the various sources of information and services on the site to ensure high quality and up to date content that people need and which in turn drives their positive perception of IAG.
• Interpret and act upon data coming from user engagement events and metrics including Google analytics.
• Work in partnership with fellow agencies in the health and voluntary sectors, who will contribute towards the content but also towards driving traffic towards the site.
• Agree and develop governance mechanisms in relation to those services listed on the directory.
• Develop a framework to ensure the content is approved for publication and well maintained and regularly updated.
• Work with council colleagues on increasing overall digital take-up whilst also engaging with agencies and teams to increase the availability of other contact points (e.g. face to face or telephone) that use the IAG platform to make its content available to the wider public.
• Support and supervise the IAG Officers and assist in ensuring that their training is up to date and relevant.

Selection Criteria
To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.

• You will be educated to degree level or equivalent in a relevant subject, or have suitable relevant experience in a similar role.
• You must have well developed communication skills with the public, colleagues and managers.
• You must also have excellent skills and experience in the provision of high quality and innovative information to the public, with a particular emphasis on online and visual media and a track record of increasing take-up and usage.
• You must have proven ability to use initiative, and to work independently and to established deadlines. You will have experience of managing your work programme and that of people working for you and be able to balance the prioritisation and achievement of planned tasks with new and changing project demands that emerge. You must have good team working skills, including the ability to foster good team working among multidisciplinary groups.
• You must have a good working knowledge and experience of using of word processing, presentation and spreadsheet packages, databases and web-based applications. You must also have proven expertise and ability in the design of public information, including accessibility standards.
• Exemplifying the Council's values and behaviours.

Experience of overseeing the provision of IAG in a social care and/or health setting.

Additional Information
For further information after reading the job summary, please contact
Alison Parker, Compliments, Complaints & FOI Manager on 01454 864329

Our Values

Our staff need to have a ‘can-do’ attitude and adapt to the fast pace of change. They must work well with others to reach a common goal and be willing to embrace a partnership and inclusive approach to delivering efficient and effective services. They must use their initiative to deliver and take responsibility for their performance to help the team, department and council to achieve its goals and must make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services. Our managers are also required to demonstrate effective leadership qualities, shape and manage team plans and motivate their staff to achieve.

Safer Recruitment
South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

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