Information and Advice Navigator x 3 Roles

This new role is an exciting opportunity to play a vital part in helping people access practical support during challenging times. You will join a collaborative team, build strong community connections and make a visible difference to the experience of patients and carers.

Job title: Information and Advice Navigator

Single Spinal Point: 4-5-6

Hours: 1 x 30 hours per week, and 2 x 22.5 hours per week

Department: Supportive Care

Location: St Michaels Hospice, Bartestree

Reports to: Lead Social Worker

Direct Reports: 0

Job purpose

To provide practical, administrative and community-based support to patients, carers and families accessing St Michael's Hospice services.

The postholder will undertake a mixture of casework which includes the completion of practical applications and forms, coordinating referrals, and connecting people with community and voluntary sector resources. The role will reduce the administrative burden on qualified social workers, enabling them to focus on complex psychosocial, safeguarding and statutory interventions.

Working closely with patients, carers, social workers, volunteers, community groups and external agencies, the postholder will help people access the support they need to maximise independence, wellbeing and quality of life.

Act as a first point of contact for patients and families requiring practical support and advice.

Provide information, guidance and signposting regarding health, social care, welfare, housing and community services.

Support patients and carers to identify goals, priorities and sources of practical support.

Maintain regular contact with patients and families to ensure support plans are progressing effectively.

Recognise and escalate appropriately complex psychosocial, safeguarding or statutory issues to qualified social workers for guidance.

Grant funding applications

Support to apply for relevant benefits

Other practical support forms relevant to patients and carers

Coordinate referrals to internal and external services.

Track referrals and ensure actions are completed in a timely manner.

Liaise with local authorities, health providers, housing services, benefits agencies and community organisations on behalf of patients.

Support discharge planning and coordination where appropriate.

Assist patients to navigate local systems and access available services.

Develop a detailed understanding of local community assets, voluntary groups and support services.

Connect patients and carers with community-based opportunities that support wellbeing, independence and social inclusion.

Build relationships with local charities, faith groups, community organisations and support networks.

Promote opportunities for social participation, leisure groups, peer support and wellbeing programmes.

Support patients to access social prescribing and community wellbeing initiatives where appropriate.

Accompany patients to initial activities or appointments where this would help build confidence and engagement.

Undertake delegated casework under the guidance of qualified social workers.

Reduce administrative workload for social workers through effective management of applications, referrals and follow-up actions.

Provide updates on patient progress and outstanding actions.

Participate in multidisciplinary discussions and meetings as required.

Ensure accurate and timely documentation within patient record systems.

Support the recruitment, induction and ongoing development of volunteers involved in information, advice and community support activities.

Assist volunteers to understand local services and referral pathways.

Promote effective volunteer involvement in supporting patients and families.

Monitor volunteer activity and provide feedback to the Lead Social Worker.

Partnership Working

Build productive relationships with external statutory and charitable organisations such as:

NHS services

Community and voluntary organisations

Housing providers

Welfare and benefits services

Community transport providers

Represent St Michael's Hospice at relevant meetings, forums and networking events.

Contribute to the development of community partnerships that increase support available to patients and carers.

Maintain accurate, timely and confidential records.

Ensure compliance with GDPR, safeguarding and hospice policies.

Contribute to service monitoring, reporting and outcome measurement.

Support the collection of activity and impact data.

Participate in supervision, appraisal and continuing professional development.

Maintain knowledge of community resources, welfare benefits, support services and relevant legislation.

Complete mandatory training and hospice learning requirements.

Essential

Level 3 qualification in Health and Social Care, Community Health and Wellbeing, Advice and Guidance, Community Development, Business Administration or a related field; or equivalent relevant experience. GCSEs (or equivalent) in English and Mathematics.

Experience of working in a health, social care, hospice, voluntary sector, or community-based environment.

Experience of providing information, advice, signposting, and support to individuals and families.

Experience of building and maintaining effective working relationships with health, social care, voluntary, and community organisations to facilitate referrals and improve access to services.

Experience of maintaining accurate records, managing confidential information, and using electronic databases and administrative systems.

Commitment to continuing professional development and learning.

Full driving license

Desirable

Community Health and Wellbeing Worker qualification/apprenticeship.

Information, Advice and Guidance (IAG) qualification.

Mental Health First Aid, Counselling Skills, or a similar qualification relating to emotional wellbeing.

Experience of working within a hospice, palliative care, or supportive care setting.

Experience of supporting people affected by life-limiting illness, bereavement, or caring responsibilities.

Experience of coordinating referrals between services and agencies.

Experience of developing local networks and partnerships to improve outcomes for service users.

Experience of supporting or working alongside volunteers

Skills and behaviours

Relating to others: has good communication and interpersonal skills with ability to work with individuals and families in a sensitive and effective way.

Assessment: proven ability to identify and assess patient and family needs with respect to financial, physical, emotional and psychological vulnerability and strengths. Some ability to act on own initiative required.

Safeguarding: to be aware of safeguarding concerns within their daily work. To promote the safeguarding policy and procedures and contribute to safeguarding MDT meetings.

Communication: able to use clear communication skills when relating to individuals and organisations both face to face and on the telephone. Good written ability when recording notes for individuals and emails and letters to patients and organisations.

Advocacy: ability to negotiate on behalf of patients and families.

Team Working: Develops effective and supportive relationships with internal and external colleagues. Collaborates with colleagues to provide effective service provision.

Organisation: with support manages own workload and organises own time effectively. Has an ability to respond flexibly to the demands and nature of the work.

Training and development: able to engage with training appropriate for the role and is able to identify own learning needs.

Resilience: the ability to develop and maintain healthy coping strategies to strengthen resilience.

Special conditions

Some evening and weekend work may be required infrequently

Our values

What matters to you is whats important to us

To ensure we deliver upon this every day, we empower people to work collaboratively to reach the best possible decisions, realise them in the best possible way and at the best possible time.

We value

Knowledge, judgment, and kindness in reaching the best possible decisions,

courage, integrity, and passion in realising those decisions in the best possible way, and

honesty, empathy, and determination in doing so at the best possible time.

Living our values influences the way we behave. The way we behave informs the way we do things. The way we do things is the St Michaels way.

Equal Opportunities Statement

At St Michaels Hospice we are committed to an equal opportunities approach in everything we do. This means that we seek to ensure anyone connected with St Michaels, from patients and families through to donors, supporters, volunteers and staff are treated fairly, appropriately and with dignity and respect.

September 2026

St Michael's Hospice is nestled in the stunning Herefordshire countryside, in a state-of-the-art facility. We offer a competitive salary and benefits package, a transferrable NHS pension or you can enrol onto our own Hospice pension. We offer Life Assurance, a superb working environment and facility, generous study leave allowance, discounts with local suppliers, individualised training needs analysis, advanced communication skills training, employee counselling service, free tea & coffee, a friendly & welcoming work environment and 30 days annual leave (pro rata if applicable), plus bank holidays. We are one of the top 100 best not for profit organisations to work for and have been caring to make a difference, to patients living with a terminal illness and their families, across Herefordshire and beyond for over 40 years.

Qualifications

Experience