Imago (formerly Voluntary Action within Kent) is a long established, well respected and effective charity working across Kent, Medway, East Sussex and London Boroughs of Bexley, Southwark & Havering to deliver a range of services to individuals, voluntary and community organisations, the public and private sector.
Our mission is to promote, develop and facilitate social action, support independence and empower communities. User and volunteer engagement, leadership and involvement in decision making are core principles.

We deliver a wide range of services in partnership with funders, public sector commissioners and private sector sponsors to children and young people, older people, carers, and volunteers.

Underpinning our work is a commitment to excellence, evidencing impact and safeguarding vulnerable people.

Imago offers a competitive remuneration package consisting of salary, contributory pension, healthcare benefits and 25 days annual leave plus Bank Holidays.

The Care Navigator Service offers free information and support to help vulnerable people over the age of 18 manage change in their lives and improve their wellbeing. We work in partnership with and provide a key link between statutory, voluntary and private services in order to promote and facilitate the preventative agenda of early intervention and health promotion, and support timely and efficient hospital discharge.

Key Role:
The purpose of this role is to support the Care Navigators by handling incoming communications (telephone and email) through the hub; data processing; responding to queries; providing information, advice and guidance; and subsequent referral onto the appropriate Care Navigator in a timely manner.

Main Responsibilities:
* To take responsibility for the processing of referrals and consents from the hub inbox
* To take responsibility for telephone contacts inputting and updating the database as required and referrals on to the relevant Care Navigator
* To provide information, advice and guidance to clients calling the hub, signposting them as appropriate to support services including financial and benefit advice, housing, health and safety home systems, and leisure and social activities
* To triage and accurately gain and record service user information that will assist in directing them to the right support services, and will be used to measure positive outcomes for individuals
* To undertake research and necessary training to ensure a well informed, high quality service is offered.
* To complete follow up calls with clients and referring organisations
*Attendance and participation at Team Meetings as required
* Any other related tasks that occur as directed by your Line Manager

Knowledge:
* A practical understanding of physical, emotional and attitudinal barriers facing vulnerable people
* An understanding of the aims and principles of person centred planning, the Personalisation Agenda, and the Care Act 2014
* Knowledge of the Self Directive Support Model, the Mental Capacity Act and Kent & Medway Safeguarding Policy and Protocols

Qualifications & Experience:
* A high standard of education, preferably degree level or equivalent
* IT skills, including word processing and document design and layout, Excel, PowerPoint, Access and the use of Outlook

Essential Qualities:
* Ability to communicate effectively and appropriately with a wide range of people, particularly vulnerable people
* Good organisational skills, with attention to detail and the ability to effectively prioritise tasks allocated
* Creative and flexible in your approach
* A self-starter, able to work effectively on their own initiative, seeking support when needed, and a good team player
* Computer literate – ability to use multiple databases/websites
* Discretion and judgement when dealing with sensitive and/or confidential information
* Willingness to work flexibly outside normal office hours as necessary

Post is subject to references and an enhanced Disclosure and Barring Service check

Please either submit your CV with a short covering note outlining your CURRENT SALARY and or visit our website at www.imago.community for a full application.

Imago recognises that many people in our society experience discrimination or lack of opportunity for reasons that are not fair. These include: race, religion, creed, colour, national and ethnic origin, political beliefs, gender, sexual orientation, age, disability (including mental illness), HIV status, marital or civil partnership status, pregnancy or maternity/paternity status, responsibility for dependants, appearance, geographical area, social class, income level or criminal record.

Imago aims to create a culture that respects and values each other’s differences. Imago sees these differences as an asset to our work as they improve our ability to meet the needs of the organisations and people we serve. We proactively seek to increase opportunities for inclusion, and celebrate diversity across our organisation and within the communities we serve.