JOB DESCRIPTION
CLIENT SUPPORT WORKER
BACKGROUND
ScotsCare has a remit to address the needs of Scots living in London who are in need, hardship or distress. The post incorporates cases assessment and telephone help -line work.
The postis based at ScotsCare’s Headquarters at 22 City Road, London EC1Y 2AJ. However the postholder will be required to work on an outreach basis across the 35 mile radius catchment area.
The role of the Client Support Worker is to assess the needs of applicants to ScotsCare, and to respond appropriately in a way that takes account of clients’ financial, material and personal support circumstances, their strengths and their capacity to engage with ScotsCare to improve their quality of life.
RESPONSIBILITIES
The Client Support Worker will work as part of ScotsCare’s Client Support team and will be accountable to the Client Support Manager, who is in turn accountable to the Deputy Chief Executive.
The Client Support Worker will work in accordance with the staff handbook and the assessment procedures guidelines.
TASKS
1)Using client information gained from the Scotsline and other sources to determine the need and the appropriate location for further assessment, communicating this appropriately to the client
2)Interview clients at home, by phone and/or in person regarding their situationto determine the appropriate level of ScotsCare’s intervention and the part to be played by the client completing relevant documentation.
3)Using information gained from client(s) and other sources to draw up a plan of intervention in conjunction with the client and agreed by him/her.
4)Ensure that any grant approved for a client is disbursed in the client’s favour with all appropriate authority gained, within defined financial accountability systems and within defined budgetary constraints.
5)Make regular contact with clients who are housebound and isolated providing a listening ear, support and encouragement.
6)Record by use of IT all transactions within ScotsCare’s established data base systems.
Activities of the Role
1)Conducting a comprehensive assessment of need based on the applicant’s financial, material, social and interpersonal circumstances and resultant gaps in service provision. This is done at home or in a face to face interview and in discussion with relevant others within ScotsCare’s code of confidentiality.
2)Assisting and enabling clients to use ScotsCare’s services as appropriate. These include enquiries and applications for housing (from emergency through to permanent) or rehousing in the voluntary, statutory and private sectors.
3)Conducting resettlement interviews to enable clients to identify their long term housing options and support needs,and facilitate their move-on where appropriate.
4)Providing welfare benefits advice, information and assistance, advocating on clients’ behalf in complex cases,both face to face and by telephone as required.
5)Forming a working professional relationship face to face with clients to ensure that clients are able to participate to the best of their abilities in the process of improving their quality of life.
6)Liaising with a range of statutory, voluntary and charitable services with and on behalf of clients to reach agreed goals.
7)Encouraging clients of employable age to take up personal development, training and employment services.
8)Encouraging clients of all ages to pursue leisure activities which constructively contribute to agreed goals.
9)Exploring with clients the ways in which they might take part in contributing to the aims of ScotsCare.
10)Assessing the need for and in appropriate cases obtaining authority for payment of a weekly allowance, and ensuring its provision.
11)Liaising with Client Support members to ensure that clients have access to appropriate and relevant social, educational and employment services as well as volunteering opportunities.
12)Recording the assessment and outcomes for each client using a database, and ensuring that the content is shared with the client, and that records fall within the terms of the Data Protection Act and the Access to Personal Files Act.
13)Taking part in regular supervision and support sessions, providing feedback on casework and outcomes, reflecting on good practice within a performance review related scheme.
14)Identifying own training needs and undertaking training within a performance related scheme.
Team Responsibilities
ScotsCare Client Support Workers are required to:
- Co-operate with other Team Members within the total staff group of ScotsCare ensuring an effective service to clients.
- Contribute to team training and skill-sharing among team members as appropriate.
- Constructively contribute to the overall administration of ScotsCare’s Welfare Activities as required.
General
Be prepared to undertake any other duties commensurate with the level of the position as required by the Chief Executive or the Welfare Manager.
Person Specification
Essential
- Qualification and at least two years’ experience in Social Work/Community Development, Personal Development Training, Advice and Guidance, CAB WorkAdvocacy or Training and Employment.
- Ability to conduct comprehensive assessments face to face, taking into account social, psychological and emotional factors.
- Ability to work with clients of all ages.
- Interpersonal skills anda telephone manner which facilitates client co-operation.
- Demonstrably effective experience of helping clients to help themselves.
- Compassionate approach to clients in need, hardship or distress.
- Professional commitment to and experience of client participation.
- Good written and oral communication skills, including telephone help-line abilities
- Good IT skills, database knowledge and experience.
- Willingness to undertake training.
- Working well within a team.
Desirable
- Experience of working in the charitable sector
- Interest in policy and service development.
Remuneration and Terms
The salary for this post is in the range £33,272 - £36,103 per annum. Placing dependent on experience.
There will be a 7% contribution from ScotsCare towards a Pension Scheme
25 Days Annual Leave
Other Benefits