Responsible to: Advocacy & Casework Lead

Expected hours: Flexible, depending on casework, service need and volunteer availability. Individual commitments will be agreed with the Advocacy & Casework Lead.

Expenses: Agreed travel expenses, including mileage, parking and public transport costs, may be reimbursed in line with Gosport Community Support procedures. (Claiming expenses is entirely optional.)

Purpose of the role

Advocacy helps older and vulnerable people to understand their options, access information and services, be involved in decisions about their lives, and have their wishes, views and rights heard and respected.

The Volunteer Advocate works alongside the service user, supporting them to speak up for themselves wherever possible and, where appropriate and with their consent, helping to communicate or represent their views.

Main responsibilities

• Listen carefully to the service user and establish what matters to them and what outcome they would like to achieve.
• Support the service user to understand information, choices and options relevant to their situation.
• Help the service user access appropriate services, information and support.
• Encourage and enable the service user to express their own wishes and views wherever possible.
• Where agreed and with the service user's consent, communicate or represent their views accurately and without imposing your own opinions.
• Ensure consent is obtained before taking action or sharing information on a service user's behalf, except where safeguarding procedures require information to be shared.
• Support with agreed practical advocacy tasks, which may include making telephone calls, helping with correspondence or forms, gathering information and supporting a service user in meetings or appointments.
• Keep clear and accurate records of advocacy activity and provide updates to the Advocacy & Casework Lead as required.
• Maintain confidentiality and handle personal information in accordance with Gosport Community Support policies and procedures.
• Recognise the limits of the volunteer role and refer complex, specialist or higher-risk matters to the Advocacy & Casework Lead.
• Report safeguarding, wellbeing or other significant concerns promptly in accordance with Gosport Community Support procedures.
• Work in accordance with Gosport Community Support's policies, values and ways of working.

Advocacy is not

• Telling someone what you think they should do.
• Giving professional legal, financial, medical or other specialist advice.
• Making decisions for the service user.
• Taking over or solving every problem for them.
• Speaking for someone when they are able and wish to express their own views.
• Mediation between two parties.
• Befriending, care or support work.
• Automatically agreeing with everything a service user says or doing everything they ask.

What we are looking for

• Patient and able to listen carefully to different points of view.
• Able to remain impartial and represent another person's views without prejudice or imposing personal opinions.
• Respectful of each person's right to make their own choices and decisions.
• Aware of the importance of consent, confidentiality and appropriate boundaries.
• Reliable, trustworthy and honest.
• Able to deal calmly with situations that may be complicated or sensitive.
• Able to communicate clearly and respectfully, both verbally and in writing.
• Comfortable completing basic records and following agreed procedures.
• Willing to learn, receive feedback and ask for guidance when needed.
• Committed to equality, dignity and respect for every service user, including people with illness, disability or additional support needs.

Checks, training and support

No specific professional qualification is required for the volunteer role. Gosport Community Support will provide induction, training and ongoing support to help volunteers develop the knowledge and skills needed to undertake advocacy safely and effectively.

Relevant checks, including references and a DBS check where required for the role, will be completed before volunteering begins. Volunteer Advocates will have access to the Advocacy & Casework Lead for guidance and should not feel that they are expected to manage difficult or complex situations alone.

Important boundaries

Volunteer Advocates must work within the scope of the case agreed with the Advocacy & Casework Lead and must not act outside their knowledge, competence or authority. Where specialist advice or intervention is needed, the matter should be referred to the Advocacy & Casework Lead so that an appropriate service or professional can be identified.