Registered Charity No: 1125679 Company Registration No: 6599429 Job Description: Independent Advocate and Casual Worker South West Advocacy Network supports and empowers people to have a voice, by ensuring access to quality, independent advocacy. We believe that everyone has the right to be heard & respected, the right to choice in decisions about themselves and the right to be safe. Role Overview: Advocates take action to help people express their views, secure their rights, pursue their interests and obtain the services they need. Advocates work in partnership with people and take their side, promoting equality, social inclusion and social justice. Advocates work directly with clients both in institutional settings and in the community. Advocates must hold the Diploma in Independent Advocacy Qualification (City & Guilds Level 3 or 4) or be willing to work towards within 12 months of appointment. Additional specialist units to support delivery in line with the Care Act 2014 may also be required. The post is subject to 2 references including previous employer, evidence of right to work in the UK and an enhanced DBS check. General Information The Employee must at all times carry out his/her responsibilities with due regard to SWAN’s policies and procedures in particular; Health & Safety, Financial Authorisation, Confidentiality with regard to the Data Protection Act 2018 and all other relevant regulations. Equality, diversity and inclusion are core to our values. In the selection of our staff, we are committed to equality with regards to protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We welcome applications from disabled people. The Employee must ensure a positive commitment towards equality by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst employees, suppliers and customers. The Job Description is not intended to be exhaustive, the duties and responsibilities may therefore vary over time according to the changing needs of the company. Page 1 of 5 JobDescription/Advocate/April 2022 Registered Charity No: 1125679 Company Registration No: 6599429 Reporting to: Advocates report to their Team Manager. Duties and Responsibilities: • To work as part of a team to provide outcome focused, issue based, person directed independent advocacy, in line with the relevant legislation for the advocacy discipline, regulations, codes of practice and internal policy & procedure. • To effectively manage individual caseloads and prioritise work accordingly. • To liaise, communicate and negotiate effectively with a wide range of people • To identify risks in delivering the service and ensure compliance with risk management procedures. • To understand the relevant legislation and all organisational procedures in relation to safeguarding, including the need for timely and accurate reporting. • To prioritise all work to meet the needs of clients and decision makers. • To understand individual responsibility for organisational and personal health and safety • To act on behalf of the client at all times, following their instruction, taking action as directed by them, representing their wishes or choices. • To promote the rights, equality, diversity and needs of all by ensuring they are respected and valued as individuals. • To facilitate shadowing opportunities to other members of the workforce. • Promote self advocacy as a strategy to build confidence and independence. • To promote the rights, equality, diversity and needs of all by ensuring they are respected and valued as individuals. • Ensure accurate recording and reporting of all data. • A commitment to training and continual personal development. • To cover staff member absence including holiday and sickness. • To work on new projects when required. Page 2 of 5 JobDescription/Advocate/April 2022 Registered Charity No: 1125679 Company Registration No: 6599429 Person Specification: Independent Advocate and Casual Worker Qualification Needed: Diploma in Independent Advocacy Qualification (City & Guilds level 3 or 4) or willing to work towards Experience and knowledge crucial for the role: • Working with people who are described as vulnerable, or who have additional support needs. • Communication suitable for a wide variety of people, some of whom may have learning disabilities, physical disabilities, mental health issues or have been assessed as lacking capacity. • Managing work time and work priorities, managing pressure and delivering on deadlines. • Working individually but acknowledging the importance of being part of a team • A commitment to the belief that everyone has a right to be heard, have choice and control, to be safe from harm and to live the life they choose. • Knowledge of the Acts governing best practice: Care Act, Mental Capacity Act and Mental Health Act Desirable experience: • Experience of supporting people through Best Interest Meetings, Care Act assessments, Safeguarding Enquiries or Mental Health meetings. • Experience of working in Mental Health Hospitals. • Experience of working in Social Care Teams. • Experience of supporting people through the complaints procedure. Skills and Attributes Needed Advocates expected at all times to uphold the organisation’s principles and values and to contribute towards building and maintaining a culture of trust and personal responsibility through their behaviours. The personal attributes needed to succeed in the role and contribute to the organisation’s culture are as follows: Communication skills • Ability to adapt communication style depending on audience Page 3 of 5 JobDescription/Advocate/April 2022 Registered Charity No: 1125679 Company Registration No: 6599429 • Able to manage group interaction • Communicates well on a 1-2-1 basis using different questioning and listening skills • Seeks and interprets information accurately • Understands instructions Decision making • Able to make decisions which are consistent • Able to consider a variety of alternatives before making a decision • Takes personal responsibility for all decisions • Supports collaborative decision making Influencing others and negotiation • Able to convey benefits to a course of action • Makes positive suggestions to encourage commitment from others Inclusive of others by allowing suggestions for the service, sharing information and solutions Teamwork • • Encourages team co-operation • Pro-actively supports others Personal Responsibility • Takes personal responsibility for own performance • Perseveres to achieve individual and team goals Client Focus • Understands and is sensitive to clients’ wants and needs • Able to act on client needs, issues and complaints • Uses good judgement when dealing with clients • Monitors and follows up corrective action • Works to improve client satisfaction • Encourages others to improve client satisfaction Leadership • Sets the right example to others • Demonstrates empathy to others when faced with difficulties or disappointments • Personal dedication and passion and belief in the organisation Page 4 of 5 JobDescription/Advocate/April 2022 Registered Charity No: 1125679 Company Registration No: 6599429 Pro-activity and Planning • Ability to plan for self and others • Able to communicate vision, strategies and plans Integrity • Understands, demonstrates and promotes the values of the organisation • Supports the aims of the organisation • Delivers what they promise • Manages others with integrity and respect • Treats all others with the same respect • Works ethically and honesty • Strives for and meets high standards Positive Attitude • Enthusiastic and cares about the organisation and its aims • Takes pride in their role and aims for success • Actively models positive organisational behaviour • Creates an environment where positive attitudes can thrive • Works to overcome obstacles Page 5 of 5 JobDescription/Advocate/April 2022
Registered Charity No: 1125679 Company Registration No: 6599429 Job Description: Advocacy Support Officer SWAN supports and empowers people to have a voice, by ensuring access to quality, independent advocacy. We believe that everyone has the right to be heard & respected, the right to choice in decisions about themselves and the right to be safe. Role Overview The Advocacy Support Team are the first point of contact for the organisation, responsible for handling calls, responding to enquiries and triaging incoming referrals for all our services from a range of professionals and vulnerable people. This is a busy and demanding role which requires a high standard of communication skills with the ability to remain calm under pressure. The role requires the ability to learn, understand and apply a wealth of knowledge about our individual services. It also requires the ability to be able to process data quickly and accurately. A friendly, helpful individual, you will go that extra mile to ensure our clients are always happy with the service provided. You will need to be a strong team player who is flexible and willing to learn new processes and information. A clear communicator with the ability to remain calm in stressful situations and deal with very complex issues in a professional manner is essential. An Advocacy Support Officer is always present in the office 9am–5pm Monday to Friday. All members of the team need to remain flexible in their working hours to ensure cover during sickness and annual leave periods. The post is subject to 2 references including previous employer, evidence of right to work in the UK and an enhanced DBS check. General Information The Employee must always carry out their responsibilities with due regard to SWAN’s policies and procedures in particular; Health & Safety, Financial Authorisation, Confidentiality with regard to the Data Protection Act 2018 and all other relevant regulations. Equality, diversity and inclusion are core to our values. In the selection of our staff, we are committed to equality with regards to protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We welcome applications from disabled people. The Employee must ensure a positive commitment towards equality by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst employees, suppliers and customers. The above Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the company. Reporting to: Advocacy Support Officers report to the Advocacy Support Team Supervisor who reports to the Operations Support Manager. Page 1 of 4 Job Description/Advocacy Support Officer Aug 2021 Registered Charity No: 1125679 Company Registration No: 6599429 Duties and Responsibilities • Receive all incoming referrals via telephone and email • Accurately record all essential information on SWAN’s client database • Provide assistance, advice and information about specialist advocacy services. • Provide information and signposting to other organisations • Triage and process complex referrals across all organisation and partner services • Deal with all enquirers in a friendly, professional, and helpful manner • Manage challenging communications from distressed and/or vulnerable clients and recognise when to consult with and/or escalate calls to the Advocacy Support Team Manager • Ensure consent and confidentiality protocols are adhered to and the referral processes are managed in the appropriate manner • Timely and accurately record data • Act as first point of call to advocates in the field who may need assistance • Promote the rights, equality, diversity and needs of all by ensuring they are respected and valued as individuals • Print and bind Living Well Plans • Administration of incoming and outgoing post • Greet visitors to the office • Admin associated with the Independent Mental Capacity Act role • Additional administrative tasks, as necessary • Respond to lone working issues, when necessary Page 2 of 4 Job Description/Advocacy Support Officer Aug 2021 Registered Charity No: 1125679 Company Registration No: 6599429 Person Specification: Advocacy Support Officer Qualification requirements Willingness to undertake Independent Advocacy (City & Guilds level 2) training, with the opportunity to work towards the formal qualification. Skills, experience or knowledge required for the role • Working with people who are described as vulnerable, or who have additional support needs • Communication skills suitable for a wide variety of people, some of whom may have learning disabilities, physical disabilities, mental health issues or have been assessed as lacking capacity • Managing work time and work priorities, managing pressure and delivering on deadlines • Use of technology, including data bases and telephony systems • Ability to input data quickly and accurately • Ability to remain calm under pressure and whilst dealing with complex issues in a sensitive manner • Working individually but acknowledging the importance of being part of a team • Managing work time and work priorities and delivering on deadlines • Willingness to undertake training in advocacy and learn new processes and information on an ongoing basis • A commitment to the belief that everyone has a right to be heard, have choice and control, to be safe from harm and to live the life they choose Desirable • Knowledge of the Acts governing best practice: Care Act, Mental Capacity Act and Mental Health Act • Knowledge of all types of advocacy Attributes needed Advocacy Support Officers are expected to always uphold the organisation’s principles and values and to contribute towards building and maintaining a culture of trust and personal responsibility through their behaviours. The personal attributes needed to succeed in the role and contribute to the organisation’s culture are as follows: Communication skills • Ability to adapt communication style depending on audience • Communicates well on a 1-2-1 basis using different questioning and listening skills • Seeks and interprets information accurately • Understands instructions Decision making • Able to makes decisions which are consistent • Able to consider a variety of alternatives before making a decision • Takes personal responsibility for all decisions • Supports collaborative decision making Page 3 of 4 Job Description/Advocacy Support Officer Aug 2021 Registered Charity No: 1125679 Company Registration No: 6599429 Influencing others and negotiation • Able to convey benefits to a course of action • Makes positive suggestions to encourage commitment from others Inclusive of others by allowing suggestions for the service, sharing information and solutions Teamwork • • Encourages team co-operation • Pro-actively supports others Personal Responsibility • Takes personal responsibility for own performance • Perseveres to achieve individual and team goals Client Focus • Understands and is sensitive to clients’ wants and needs • Able to act on client needs, issues and complaints • Uses good judgement when dealing with clients • Monitors and follows up corrective action • Works to improve client satisfaction • Encourages others to improve client satisfaction Pro-activity and Planning • Ability to plan for self and others Integrity • Understands, demonstrates and promotes the values of the organisation • Supports the aims of the organisation • Delivers what they promise • Treats all others with the same respect • Works ethically and honesty • Strives for and meets high standards Positive Attitude • Enthusiastic and cares about the organisation and its aims • Takes pride in their role and aims for success • Actively models positive organisational behaviour • Creates an environment where positive attitudes can thrive • Works to overcome obstacles Agreement: Employee’s signature: Line Manager’s signature: Page 4 of 4 Job Description/Advocacy Support Officer Aug 2025 Date: Date:
Registered Charity No: 1125679 Company Registration No: 6599429 Job Description: Central Services Administrator South West Advocacy Network (SWAN) supports and empowers people to have a voice, by ensuring access to quality, independent advocacy. We believe that everyone has the right to be heard & respected, the right to choice in decisions about themselves and the right to be safe. Role Overview: The Central Services Administrator will work at the heart of the organisation supporting members of the Senior Leadership Group (SLG)by ensuring that key procedures are both completed and appropriately recorded, and that all records are shared as required with the responsible manager. The post will work across finance, operations, training and HR Reporting to: The post will report to the Finance and HR Officer Direct reports: There are no direct reports at this point in time. Duties and responsibilities. Finance: • Supporting with the preparation spot purchase invoices and subsequent follow up as needed • Managing travel arrangements for members of SLG (train/ferry tickets, hotels etc) Operations: • Maintaining and reporting on key organisational activity registers (logs) in relation to: -Safeguarding -Complaints -Gifts -Subject Access Requests (including administration) -Fundraising Suppression Requests -GDPR Breaches -Accident and Incident forms • Data inputting from the client case management system to the quarterly commissioning reports as required by each service contract • Supporting Service Managers with data reporting as requested • Proof reading of documents and reports ensuring accuracy and compliance with branding guidelines. • Preparing monthly SLG standing item agenda’s from the SLG Reporting Schedule • Processing and monitoring of Out of Area referrals on behalf of the commissioning local authority • Providing administrative support to tender bids if and when required • Supporting the Quality Performance Mark accreditations as required Page 1 of 3 Job Description/Central Support Officer/December2025/Final Registered Charity No: 1125679 Company Registration No: 6599429 Training: • Maintaining the mandatory training schedule for all employees and volunteers, ensuring compliance with induction requirements and ongoing refresher training. • Ensuring CPD/training records on Breathe HR are updated for all employees and volunteers. HR: • Recruitment administration from advert to induction, for both employees and volunteers, working directly with the recruiting Manager or Director, ensuring timely communication and action at all times. • Manage the internal DBS system including 3 yearly renewals • Providing administrative support for all HR procedures i.e. Performance Development Reviews, Grievance and Disciplinary proceedings • Oversight of emergency contact details on Breathe HR, ensuring full compliance form all employees and volunteers • Oversight of sickness absence and return to work sickness forms • Upload policies, procedures and forms as Company Documents on Breathe HR Skills/Experience: • Knowledge and good working practices in relation to IT systems, electronic data, email and client case management systems (or similar) • Fully confident with using Microsoft office • Efficient and organised, able to commit to busy and sometimes conflicting reporting schedules • An eye to detail and accuracy • Able to maintain confidentiality and be discreet in dealing with all employee and volunteer information • Able to develop effective systems of work to ensure compliance with all organisational requirements, including legal requirements if appropriate • Able to manage and prioritise workloads and competing requests for support General Information: SWAN employees must at all times carry out their responsibilities with due regard to SWANs policies and procedures in particular; Health & Safety, Financial Authorisation, Confidentiality, General Data Protection Regulations 2018 and all other relevant regulations. Equality, diversity and inclusion are core to our values. In the selection of our employees, we are committed to equality with regards to protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We welcome applications from disabled people. Employees must ensure a positive commitment towards equality by treating others fairly and not committing any form of direct or indirect Page 2 of 3 Job Description/Central Support Officer/December2025/Final Registered Charity No: 1125679 Company Registration No: 6599429 discrimination, victimisation or harassment of any description and promote positive working relations amongst employees, suppliers and clients. The above Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the organisation. Job Description Agreement Employee’s Signature: Line Manager’s Signature: Date: Date: Page 3 of 3 Job Description/Central Support Officer/December2025/Final
Registered Charity No: 1125679 Company Registration No: 6599429 Job Description: Central Services Administrator South West Advocacy Network (SWAN) supports and empowers people to have a voice, by ensuring access to quality, independent advocacy. We believe that everyone has the right to be heard & respected, the right to choice in decisions about themselves and the right to be safe. Role Overview: The Central Services Administrator will work at the heart of the organisation supporting members of the Senior Leadership Group (SLG)by ensuring that key procedures are both completed and appropriately recorded, and that all records are shared as required with the responsible manager. The post will work across finance, operations, training and HR Reporting to: The post will report to the Finance and HR Officer Direct reports: There are no direct reports at this point in time. Duties and responsibilities. Finance: • Supporting with the preparation spot purchase invoices and subsequent follow up as needed • Managing travel arrangements for members of SLG and SWAN staff as needed (train/ferry tickets, hotels etc) Operations: • Maintaining and reporting on key organisational activity registers (logs) in relation to: -Safeguarding -Complaints -Gifts -Subject Access Requests (including administration) -Fundraising Suppression Requests -GDPR Breaches -Accident and Incident forms • Data inputting from the client case management system to the quarterly commissioning reports as required by each service contract • Supporting Service Managers with data reporting as requested • Proof reading of documents and reports ensuring accuracy and compliance with branding guidelines. • Preparing monthly SLG standing item agenda’s from the SLG Reporting Schedule • Processing and monitoring of Out of Area referrals on behalf of the commissioning local authority • Providing administrative support to tender bids if and when required Page 1 of 4 Job Description/Central Support Officer/December2025/Final Registered Charity No: 1125679 Company Registration No: 6599429 • Supporting the Quality Performance Mark accreditations as required • Supporting with the preparation of Board meetings including travel arrangements, refreshments, room prep and printing of board papers Training: • Maintaining the mandatory training schedule for all employees and volunteers, ensuring compliance with induction requirements and ongoing refresher training. • Ensuring CPD/training records on Breathe HR are updated for all employees and volunteers. HR: • Recruitment administration from advert to induction, for both employees and volunteers, working directly with the recruiting Manager or Director, ensuring timely communication and action at all times. • Manage the internal DBS system including 3 yearly renewals • Providing administrative support for all HR procedures i.e. Performance Development Reviews, Grievance and Disciplinary proceedings • Oversight of emergency contact details on Breathe HR, ensuring full compliance form all employees and volunteers • Oversight of sickness absence and return to work sickness forms • Upload policies, procedures and forms as Company Documents on Breathe HR IT & Estates • Support with IT and Estates duties in the absence of the IT and Estates Manager. This may include basic user support, logging or escalating issues and issuing equipment. This list is not exhaustive and there may be other duties requested of you to support the running of the organisation Skills/Experience: • Knowledge and good working practices in relation to IT systems, electronic data, email and client case management systems (or similar) • Fully confident with using Microsoft office • Efficient and organised, able to commit to busy and sometimes conflicting reporting schedules • An eye to detail and accuracy • Able to maintain confidentiality and be discreet in dealing with all employee and volunteer information • Able to develop effective systems of work to ensure compliance with all organisational requirements, including legal requirements if appropriate • Able to manage and prioritise workloads and competing requests for support General Information: Page 2 of 4 Job Description/Central Support Officer/December2025/Final Registered Charity No: 1125679 Company Registration No: 6599429 SWAN employees must at all times carry out their responsibilities with due regard to SWANs policies and procedures in particular; Health & Safety, Financial Authorisation, Confidentiality, General Data Protection Regulations 2018 and all other relevant regulations. Equality, diversity and inclusion are core to our values. In the selection of our employees, we are committed to equality with regards to protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We welcome applications from disabled people. Employees must ensure a positive commitment towards equality by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and promote positive working relations amongst employees, suppliers and clients. The above Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the organisation. Job Description Agreement Employee’s Signature: Line Manager’s Signature: Date: Date: Page 3 of 4 Job Description/Central Support Officer/December2025/Final Registered Charity No: 1125679 Company Registration No: 6599429 Page 4 of 4 Job Description/Central Support Officer/December2025/Final