Advice Service

CHANGES TO OUR ADVICE SERVICE:

As of Monday 16th September 2024, Sufra will no longer be running a Drop-In Advice Service. We will be running advice appointments instead, like at the GP.

Why?

Our guests often have to queue for our advice services, and much of the time with advisors is spent on information-gathering, which could be done beforehand.

How it works:

1. Call our free Advice Triage Line on 020 3884 1946, open only on Mondays and Wednesdays from 10am to 1pm.
2. Answer the questions from the triage volunteer, who will then book an appointment for the next day, if available.
3. Appointments will be held at Sufra on either Tuesdays or Thursdays, lasting between 30 minutes to 1 hour. If there are no appointments available this week, you will need to call back the next week.
4. If you need to cancel your appointment, please email advice@sufra-nwlondon.org.uk or call our main phone line at 0203 441 1335.

The Living Room Drop-ins

You can still speak to Brent Hubs advisors at The Living Room

Address: The Living Room, Next to 65-80 Besant Way, St Raphael's Estate, NW10 0PE

Opening Days: Tuesdays and Thursdays

Opening Times: 10.00 to 13.00 and 14.00 to 16.30

Some of the things we can help with:

• Benefit claims forms
• Benefits appeals
• Benefit checks to make sure you’re claiming all that you’re entitled to
• Housing disrepair
• Notices to quit/eviction
• Homelessness
• Problems with your landlord
• Council Tax
• Bills queries/payments/arrears
• Pre-payment meters/meters
• Contacting suppliers
• School and GP registration
• Referrals to immigration advice
• Grants/fee waiver applications

In addition to being AQS-accredited (Advice Quality Service), our Advice Services are also OISC-accredited (Office of the Immigration Services Commissioner) - regulation no. N202431745. This means that some of our advisors are trained to offer Immigration, Asylum and Protection support in certain instances.

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Signposting Service

In areas where Sufra are unable to provide specialist support, or if there are organisations which can provide more tailored and local support, we operate a signposting service. These services are hosted once a month at our second food bank hub and Community Kitchen service in Willesden on service days. Guests can get referred for external support with the following:

• Benefits
• Money Management
• Utility Bills
• Debt
• Housing
• And more...

Where and When?

View Leaflet

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Triage Volunteers

Triage Volunteers perform a vital role within Sufra NW London advice service. When guests are referred to the foodbank, they can access our advice services for free. The first contact they will have to access the advice service will be with a Triage Volunteer who will speak to them on the phone to find out what type and level of advice and assistance they need.

You will be the first point of contact for Sufra NW London Foodbank guests and the role will require you to:

• take the guest's details
• establish the nature of their problem explain the advice triage process
• book an appointment for the guests
• update Sufra’s case management system
• signpost and refer guests where necessary
• answer / call guests back to ensure enquiries are dealt with in a timely manner

Skills

Professional
No qualifications necessary, however understanding and having knowledge of the landscape of Brent, and other voluntary and statutory services will be beneficial.
It is essential to have access to a phone and laptop if working remotely, be proficient with IT platforms such as Microsoft Office and preferably used case management systems before.

Personal
We need volunteers who :

• Preferably be able to speak another language: Arabic, Persian, Spanish
• Are reliable
• Are friendly
• Are approachable
• Are non-judgemental
• Can actively listen
• Are passionate about supporting people in the asylum process and people who are in destitution
• Are empathic
• Are confident communicating to people without a shared first language, and able to communicate over the phone, sometimes with a poor line
• Have basic IT skills (ability to use Microsoft Office applications including outlook and Teams, or willing and able to learn)
• Have a good understanding of confidentiality

Interests

• Food poverty and relief
• Health and Social Care
• Homeless and Housing
• Immigration

Activities

• Administration and Office
• Advice and Information

Training
Full training will be given

Policies
You will adhere to Sufra’s policies and procedures such as safeguarding, confidentiality, data protection, health and safety and equity, diversity and inclusion

Commitment
We need all our volunteers to commit to volunteering for a minimum of six months. A year is preferable, especially for skilled roles, so we ask applicants for this role to try to commit for a year minimum.
You will need to be able to commit to a minimum of one shift per week on either a Monday or Wednesday 10-2pm.

To apply:
Enquire through Sufra’s Volunteer application form.

Volunteer Form