Role Profile
Job title: Senior Support Worker
Department: Housing
Reports to: Team Manager
Location: Upper Norwood (London Borough of Croydon)
Key responsibilities
Service delivery
To be responsible for the support of an identified caseload of customers with complex needs and undertaking full key working responsibilities.
To deliver innovative and best practice in supporting customers to suit the needs of the individual customer, and engage those that can often be ‘difficult to engage’.
To undertake specialist interventions appropriate to the customer’s needs including but not limited to those related to substance misuse, mental health and offending behaviour.
To be a shift leader during a shift.
When requested deputise for the Team Leader or Team Manager in their absence.
Provide coaching and mentoring to lower grade posts to support their professional development.
To identify the customer’s move on route when they enter the service and deliver outcome focused support planning to achieve positive move on.
To use skills, experience and knowledge to respond to challenging customer situations and behaviour.
To manage relationships with external partners to deliver joint support planning.
To identify opportunities to improve services both at a project and organisational level.
To contribute to the development and implementation of the Project Work Plan.
Housing Management
Liaise closely with referrers to advertise vacancies and fill voids within set timescales.
To support customers to pay their rent, including providing advice on benefits and debt management.
Implement strategies to address breaches of occupancy agreements that seek to prevent and avoid eviction.
To be responsive and proactive in dealing with behaviour that causes or is likely to cause nuisance and annoyance to neighbours and the surrounding community.
Complete all monitoring information in an accurate and timely manner including but not limited to CORE forms, Supporting People Client Record Forms and Outcome forms.
To report repairs and maintenance in accordance with policy and procedure.
Health and Safety
To ensure that customers have up to date information on Health and Safety, and to support them to manage their environment.
To be aware and work within Health and Safety legislation.
To carry out regular Health and Safety inspections, to alert the appropriate people and take action yourself to remedy health and safety defects.
Administration
To keep accurate records, including customer contact and support
To provide written reports and information as requested.
To ensure clear and concise records of all key working sessions.
To be aware of and adhere to all relevant financial procedures.
General responsibilities
To ensure that SLYMCA’s Equality policy and procedures are actively promoted in all areas of work and that services are accessible to all individuals.
To prepare for and attend supervision, training and meetings as and when required.
To work proactively as part of a team.
To work at other locations as and when required.
This job description provides an indication of the roles and responsibilities for the post of Senior Support Worker, but should not be construed as an exclusive list of the duties that the post holder may be asked to undertake.
Please also be aware of and follow SLYMCA policies and procedures with particular attention to health and safety, equality and customer service excellence. To further your development and knowledge you will be expected to attend training as necessary.
SLYMCA reserves the right to amend this role profile as necessary, after consultation with the post holder, to reflect changes in or to the role.
1
June 2015
Role Experience, Knowledge and Skills Profile
Senior Support Worker
Experience & qualifications
/ · Experience of working with people who have complex support needs for example, substance misuse, mental health, offending, risk taking behaviour.· Experience of occupancy agreements and dealing with voids and rent arrears targets.
· Experience of working in partnership with Statutory and Voluntary Agencies to deliver co-ordinated support to customers.
Knowledge / · Knowledge of the support needs of verified rough sleepers and how these can be supported in a hostel environment.
· Knowledge of key organisations that the service works in partnership with.
· Knowledge of best practice in Safeguarding Adults and Child Protection procedures.
· Knowledge of focused interventions for specific support needs for example drug use, alcohol use and mental health.
· Knowledge of available move on options and the potential barriers to move-on.
Skills / · Ability to cope with customers who display challenging behaviour.
· Ability to manage multiple priorities and respond proactively to change.
· Ability to support and motivate colleagues.
· Ability to involve customers in all aspects of the running of the project.
· Ability to represent the organisation effectively internally and externally.
· Ability to communicate effectively and verbally and in writing, demonstrating a good standard of written and oral English.
· Computer literate with competency in Microsoft Office applications.
1
June 2015