Advice and Information Officer

Prison Reform Trust (PRT) is a registered charity with around 20 staff, occasional volunteers and student placements. We are working to create a just, humane and effective prison system by influencing decision-makers opinion formers and the public to 1) reduce the use of prison; 2) Improve conditions for prisoners and, 3) promote equality and human rights in the criminal justice system. 

PRT provides free, independent and accurate advice and information to prisoners and their families. We give advice about prison rules, conditions, policies and procedures and how people can make requests or complaints if they are experiencing difficulties with any of these. We also contact prisons to advocate on behalf of individuals where appropriate. Our service is accessible via telephone, letter and email. Please note we do not provide any face-to-face advice. 

We are looking for an experienced advice worker to join our advice and information team. 

Key responsibilities 

• Respond to written and telephone enquiries from prisoners, their families and people working in prisons. 
• Provide clear advice by telephone to prisoners during the free information line sessions. 
• Take up concerns with the relevant authorities, as required, and signpost to other organisations where necessary. 
• Maintain an up-to-date knowledge of prison policies and regulations and collate information for the website and other advice resources.
• Maintain effective confidential records of all phone contacts, and update the advice service database. 
• Work within the service remit, setting appropriate boundaries and having the ability to respond assertively to callers when necessary. 
• Be aware that some callers may be a risk to themselves or others and be able to identify this and respond appropriately. 
• Support volunteers working in the advice service and contribute to the mentoring and development of a trainee. 
• Promote and publicise the advice and information service. 
• Highlight any policy implications and themes arising from contact with service users, to assist colleagues with wider advocacy work. 
• Undertake other duties as may be required, including general office duties and attendance at PRT events.

For full details please see our website: Opportunities | Prison Reform Trust and  AI-Officer-Job-Description-and-Person-Specification.pdf