Information Officer (Remote) | Hourglass (Safer Ageing)

Hourglass (Safer Ageing), the UK’s only charity dedicated to ending the abuse and neglect of older people, is seeking a skilled and motivated Information Officer to join its remote team. With a mission to create a safer society for older people, this role is crucial to ensuring that accurate, accessible, and up-to-date information is available for those who need it most.

Ideal candidates will have experience creating and maintaining electronic information repositories or resources, as well as a background in helplines, information services, or similar environments. A self-starter with excellent organisational skills and the ability to work independently is essential.

This is a rewarding opportunity for someone passionate about safeguarding older people and making a real difference through the power of information and support.

About Hourglass (Safer Ageing)

Hourglass is the UK’s only charity dedicated solely to ending the harm, abuse, and exploitation of older people. With a powerful mission to protect one of the most vulnerable groups in society, Hourglass is working to change the fact that one in six older people—over 16%—are victims of abuse. These are our mothers, fathers, grandparents, neighbours, and friends.

Formerly known as Action on Elder Abuse, the charity brings over 30 years of experience to its cause. During this time, Hourglass has supported tens of thousands of individuals, influenced government policy, and raised awareness of elder abuse through the national media.

At the heart of its services is a free-to-call 24/7 helpline, a crucial resource for older people and their families facing the six forms of abuse: domestic, physical, psychological, economic, sexual, and neglect.

Hourglass continues to be a lifeline for those in need, combining compassion, advocacy, and action to create a safer, more respectful society for older people across the UK.

Position: Information Officer

Salary: £25,000 a year

Job Type: Full Time

Location: Remote

About the Role

We are seeking an Information Officer to lead on collating and presenting the charity’s impact information across all entry points, while maintaining and updating the Knowledge Bank – the UK’s first online information repository wholly focused on the abuse of older people and safer ageing.

Hourglass is the only UK-wide charity dedicated to calling time on the harm, abuse and exploitation of older people. We support older people experiencing, or at risk of, harm, abuse or exploitation, and seek to create a safer ageing society for all.

The role has also been developed to ensure the Frontline Service and Policy data is of a high quality for reporting to a variety of internal and external audiences. The Information Officer, as part of the Policy Unit, will work alongside all operational teams who record data including contacts to the Helpline, Knowledge Bank, Instant Messenger, SMS and Chatbot. But the role will also look at Policy-related data and information relating to types of abuse, and demographic information that contributes to the largest non-governmental data sets about the extent of the abuse of older people in the UK, as we move towards a Safer Ageing Society.

Responsibilities

Knowledge Bank

With support from colleagues, co-ordinate regular updates and maintain the Hourglass’ online Knowledge Bank to strengthen and enhance our well-established 24/7 Helpline. The Knowledge Bank acts as a one-stop-shop to provide instant information for those seeking support or advice relating to the abuse of older people and safer ageing. Duties include:

liaising with relevant staff to coordinate the technical aspects of the ongoing operation of the Knowledge Bank
working with colleagues across the charity to identify and collate the data and content needs for the Knowledge Bank, including internal and external content, and creating new content
updating the Knowledge Bank on a regular basis
working with the wider team to ensure the ongoing promotion of the Knowledge Bank to a variety of audiences across the UK.
To ensure effective streamlining between the Knowledge Bank and other charity support products, including our Helpline call handling system, Customer Relationship Management database, website and other processes.
To ensure the delivery of the Knowledge Bank meets all legal requirements relating to data protection/GDPR, confidentiality, safeguarding, risk assessment, equalities etc.
To ensure all software, databases and equipment are fit for purpose, and staff and volunteers have the relevant support to use them.
To develop partnerships with external groups and agencies to support the ongoing development of the Knowledge Bank, including effective signposting to and from Hourglass.

2.2 ONLINE SERVICES: Instant Messenger, Text Message System & Chatbot

To ensure the smooth functioning of the instant messenger and chatbot and ensure these functions complement both the Knowledge Bank and the overall Frontline Services offering; ensuring staff/volunteers have the necessary information.
To ensure the Text Message service remains robust and updated – ensuring staff/volunteers have the necessary data and information.
With colleagues, review other innovations designed to provide real-time information to service users requiring advice and guidance relating to the abuse of older people and safer ageing.
To support the creation of a range of online and paper-based information resources to facilitate access for services users who cannot access electronic information resources, as well as a means of providing follow-up support for service users.
To identify and coordinate the need for information in alternative formats to meet the needs of services users with disability-related needs or those requiring support in languages other than English.

3. DATA INPUT AND ANALYSIS

Usage of data and good practice
Complete data cleaning for Frontline Service cases in line with Helpline data standards.
Review Frontline Services cases and attached records to ensure data standards are being adhered to and case information is correctly entered on the Hourglass CRM/database.
Design and periodically run data cleaning reports to monitor data quality by identifying discrepancies or gaps in data entry.
Demonstrate strong understanding of Frontline Services case classifications and escalate errors to the appropriate staff members.
Support Policy and Frontline Service management in formalising data standards and reporting guides and ensure these are kept up to date.
Support the Policy and Frontline Service teams in implementing data model changes and basic database/CRM changes such as creating and updating fields and objects, implement validation rules and update page layouts.
Where necessary, attend weekly Frontline Service meetings as required and contribute to discussion around classifications, data and information.
Contribute well-informed suggestions for updates to the bespoke data model implemented by Frontline Services and periodically collect (and implement as agreed) suggestions made by the wider team.

3.2 Analysis & Reporting

Utilise database/CRM reporting functions and use Excel functions such as Pivot tables and formulas to ensure consistent output and data accuracy.
Transform and analyse call/contact report data in Excel, using a methodical approach and skills such as formulas, pivot tables, power query to ensure consistent output and data accuracy.
Export call data using CircleCloud’s reporting function and analyse in Excel – or similar.
Contribute to completion of a range of anonymised aggregate reports including ad hoc/thematic reports; fundraising grant end reports; bespoke reports and academic collaborations.
Support with reporting and collation of data for the charity’s Annual Report, Governmental Impact Reports, Fundraising Impact Studies and other similar tasks.
Prepare reports for a variety of audiences, with appropriate tailoring, ensuring all data is correct and justifiable. This would include the Board of Hourglass and the related sub-committees.
Support with pulling and analysing data for bespoke reports in collaboration with the Policy Unit and external stakeholders such as academics.
Support Hourglass’s Brand, External Affairs and Fundraising and Communications functions with reporting as required.

3.3 Data Security

Maintain compliance with data protocols around collection, processing, storing and sharing data to ensure confidential, sensitive information is securely and responsibly stored, processed and shared.
Understand and keep abreast of policies and protocols related to the effective operation of Frontline Services and other services – particularly in relation to data requirements and processes.

4. TRAINING & DEVELOPMENT

Model best practice in data quality and contribute to a culture of continuous improvement.
Support the creation of resources and guidance for staff around data standards, data quality and data cleaning as required.
Support with induction and ad hoc training around the database/CRM, data standards, data cleaning and data quality as required.
Utilise feedback mechanisms to keep Policy and Frontline Service teams informed about the quality of data input.
Provide support and guidance for all Hourglass staff using the online methods for dealing with helpline enquiries, including delivering appropriate training and induction support.
To undertake occasional 1-2-1 support sessions with staff and volunteers ensuring they understand best practice in using and utilising Hourglass data, providing advice and guidance in accordance with good practice and Hourglass policy.
To help coordinate the design and delivery of training materials for Frontline staff and volunteers, for each of the online entry points.

5. CROSS-CHARITY COLLABORATION

To establish effective internal partnerships with key charity staff across the UK to ensure a consistent and comprehensive approach to service delivery; supporting those with an operational remit to support the Knowledge Bank in other nations.
To work with Hourglass Policy Unit to enable effective information-sharing relating to relevant policy and research content relevant to the Knowledge Bank and the other routes into the charity.
To work with the Fundraising Team to identify fundraising opportunities for the ongoing development of the Knowledge Bank and other services, provide appropriate information to the team to enable the drafting of funding applications.

6. GENERAL DUTIES

The Information Officer will also be expected to:
travel as required to meet the requirements of the role (including occasionally across the UK)
work unsocial hours on occasions and be flexible with working pattern as and when required
regularly liaise with other Hourglass staff and volunteers throughout the UK
The post holder must at all times carry out their responsibilities with due regard to Equality legislation and the charity’s Equality, Diversity and Inclusion Policy
The post holder is required to be familiar with Health and Safety legislation and the Hourglass Health and Safety Policy and be aware of and observe any part of the policy related specifically to the duties and responsibilities of the post.
The duties and responsibilities highlighted in this job description may vary over time.
Postholders are expected to undertake other duties and responsibilities relevant to the nature, scope and grading of the post.
Promote the vision, aims and objectives of the organisation and ensure that all contacts with external people and organisations fully reflect the professional approach of the organisation.
Understand and comply with all relevant legislation and adhere to organisational and operational policies and procedures. This would include confidentiality protocols.
The postholder must maintain confidentiality and observe requirements of the Data Protection Act 2018.

Requirements

Essential Criteria – Candidates will be expected to demonstrate how they can deliver against these criteria.

Degree level education or equivalent experience.
Experience of creating and maintaining electronic information repositories or resources.
Self-motivated, requiring minimal supervision.
Experience of Helplines, Information Services or equivalent.
Ability to manage a complex and varied workload, and manage confidential issues.
Intermediate to advanced knowledge of Excel
Experience of working with large data sets including proven analytical skills
Proven experience of a methodical approach to ensuring accuracy
Ability to work to tight deadlines and balance competing priorities
Excellent verbal and written communication skills, including ability to translate complex or nuanced data points to a variety of audiences
Ability to think creatively to solve problems and use own initiative
Able to work independently and as part of a team
Ability to take on board and utilise feedback
Ability to utilise available support structures to maintain personal resilience
Commitment to ongoing learning

Desirable Criteria:

Project management experience, including delivering successful and impactful projects.
Direct experience of supporting/working with older people.
Knowledge of evaluation and monitoring processes.
Experience of working in the charity/NGO sector
Ability to produce high quality, accurate statistical reports for a variety of audiences
Database/CRM admin experience
Experience of working with vulnerable service users or interacting with content relating to potentially distressing subject matter.

Required Documents

CV/Resume
Cover Letter

Application Process

Join Hourglass and help drive the movement for safer ageing across the UK. APPLY NOW!

Application Deadline

Open until filled