Communications Guide - Fran O'hara

About the Commission - who we are 3
Section 3.3: The Older People’s Commissioner for Wales team
Information and Enquiries
The Information and Enquiries team manage and respond to enquiries from
older people and their representatives. They deliver a personal, professional,
bilingual service to everyone who contacts us and will often be the first point
of contact for enquiries.
The team identify common themes/issues to ensure that older people are at
the heart of the Commission’s work. When people contact the Commission,
they are offered a range of services, these include:
• An information service
We provide an information service to help older people resolve the
problems that they face. Each enquiry is different so we tailor our
response based on people’s needs.
• A signposting service
We put older people in contact with the best service to answer their
query or support them. This is so we do not duplicate the work of other
organisations working with older people.
• A referral service
This service is for an older person who may, through ailing health,
vulnerability or isolation, be unable to access services
by themselves.
• A dispute intervention service
This is a service in which we liaise between older people
and service providers to help people resolve their problems.
Dispute intervention can benefit older people as it can avoid lengthy
complaints processes.
Communications Guide Page 3.5