To Provide a Single Access Point for Young People and Referral Agencies

Job Description

JOB TITLE / TRIAGE WORKER
HOURS / 37.5 HOURS PER WEEL (FULL TIME) – EVENING AND WEEKEND WORK MAY BE REQUIRED
SALARY / SCALE 4, POINTS 18-21, £16,941 - £18,882 PER ANNU, PRO RATA
BASED FROM / ST BASILS BIRMINGHAM YOUTH HUB
PURPOSE OF THE ROLE

To provide a Single Access Point/ Gateway to the Youth Hub services for young people who are homeless, at risk of homelessness or in housing need in Birmingham.

To ensure the delivery of an effective initial assessment of a young person housing and support needs, to identify the most appropriate options for them.

To provide a Single Access Point for young people and referral agencies.

PRIMARY RESPONSIBILITIES
MAIN DUTIES / Referral/ Triage Duties

To provide a welcoming frontline service to young people whom attend the Youth Hub as homeless, at risk of homelessness or in need of housing related support.
To accept and process telephone referrals from a range of sources i.e. Neighbourhood Offices, Customer Service Centres, Local Area offices, external agencies and self-referrals.
To undertake a face to face initial triage service for the Youth Hub ensuring fair access to the Youth Hub services e.g. statutory services, housing related support services.
To carry out initial needs and risk assessments to determine the best options to assist the young person’s situation and assisting the young people to take up the support options available to them.
To undertake appropriate background checks.
To maintain accurate and professional case records/ notes on relevant monitoring systems.
Booking of Youth Hub appointments within the required timeframe utilising a centralised booking system and ensuring customers are notified through reminder texts.
To ensure Fair Access to Local Authority funded services such as, Floating Support.

Reception/ Administration Duty

To answer all calls in a timely and professional manner, ensuring that accurate messages are passed on the relevant services/ staff based within the Youth Hub.
To ensure all visitors are booked in upon arrival and booked out when leaving in line with health and safety procedures.
To effectively manage the meeting room booking system and ensure rooms are set up and resourced accordingly.
To assist in monitoring and maintaining service information such as customer feedback, monitoring information and resources.
Promote and publicise the service utilising a range of appropriate media in order to engage with client group such as email, text, twitter etc.
To ensure appropriate information and resources are displayed and available within the reception area.
Assistance in administering financial subsistence such as the Prevention Fund, petty cash and food bank vouchers etc.
To assist in administration support for the Youth Hub service as a whole.

Strategic Role

To highlight trends, areas for development and gaps in service provision, to line manager and assist in the development of action plans.
To represent and promote the work of the agency at relevant meetings and forums.
To attend supervision, appraisals, training, team meetings and case reviews.
To be involved in the induction of new staff and supervise/ support volunteers, trainees and students.

GENERAL /

St Basils is a Psychologically Informed Environment (PIE). PIE is an approach to supporting people out of homelessness, particularly those that have experienced complex trauma. St Basils provides a programme of PIE training and reflective practice to help staff understand the behaviours of the young people that we work with and help staff to work more creatively and constructively with challenging behaviours. You should actively engage with St Basils PIE programme and all events and activities that you are required to attend.
Promote good practice in equal opportunities and diversity in all aspects of the post holder’s work
To be responsible for the health, safety and welfare of yourself and others at work.
To undertake any duties deemed necessary by the Line Manager, in order to ensure the efficient and effective operation of the organisation as a whole.
It is expected that the post holder will not pursue any other paid employment, which would interfere with the proper discharge of their duties.
To have the ability to safeguard young people and vulnerable adults at risk through appropriate escalation and reporting to statutory services e.g. Inter-agency referral and follow up work.

MEDIA /

To consult with his/her Line Manager and/or the agency’s PR/Media Officer when likely to be involved in any campaigning issues or before any involvement with the media on matters relating to St Basils.

ESSENTIAL RECORD KEEPING /  Ensureall informationrelatingtoservices are accurateandup-to-date
Maintainaccuraterecordsofprogresstowardstheachievementofagreedgoalsfor service
 Followpromoteall policiesandproceduresatalltimes
HEALTH & SAFETY /

Followpromoteall policiesandproceduresatalltimes
Ensure that Health Safety regulations are met and that Fire regulations, risk assessmentandbehaviormanagementproceduresareadheredtoatalltimes

ACTIVELEY CONTRIBUTE TO THE TEAM /

Liaiseandcommunicatewithotheremployeesandexternalprofessionalsappropriately to ensureacoordinatedapproachtoprogrammeplanningisinplace.
Attendandcontributetoteam meetings
Advise themanagementteam of anyconcerns,changesor supplementaryservices needed
Besupportiveandrespectful to colleagues andmanagement

CONFIDENTIALITY /

Confidentialityisofthe utmostimportanceandmustbemaintained atall times

PersonSpecification

APPLICANT SHOULD ENSURE THAT THEY ADDRESS THE REQUIREMENTS OF THE POST WITHIN THEIR APPLICATION
ESSENTIAL / DESIRABLE
QUALIFICATIONS /

Maths & English GCSE Grade C or Above
NVQ 2 Customer Service, Care, Advice and Guidance or equivalent or working towards

ROLE EXPERIENCE / •Types of Work in some of the following environments:
Youth Homelessness, Youth and Community Work, Social Work or Probation or Health, Residential /

Working with volunteers/students

KNOWLEDGE /

Ability to use initiative
Ability to accept delegated responsibility
Knowledge of and Commitment to E.O.P./Anti-Discriminatory Practice
Flexible in approach to work
Flexible in approach to work
Flexible in weekend/evening work
Ability to work with figures, understanding of budgets etc.
Knowledge of Social Skills
Knowledge relating to Homelessness
Knowledge relating to Children’s Law

Housing Rights knowledge
Welfare Rights knowledge

SKILLS /

Legible Handwriting
Professional telephone manner
Ability to work with figures
Ability to keep accurate records
Ability to communicate verbally and non-verbally
Ability to work on own and in a team
Ability to communicate with those in authority, external agencies and staff
Ability to maintain a comprehensive and accurate filing system of both electronic and paper records.
Ability to manage conflict
Ability to relate to young people
Ability to integrate projects/agency as a whole
Working knowledge of current I.T. and databases

Be proactive in the implementation of new ideas for improvement within own area of work
Ability to integrate projects/agency as a whole
Ability to follow through decisions and monitor

MOTIVATION /

Commitment to task
Commitment to ideas of the organisation
Self-Reliance

Career Ambition
Stress tolerance

CONDITIONS OF EMPLOYMENT
Wherever you are initially based, it must be recognised that the company reserves the right, giving reasonable notice, to re-locate the post holder, dependent on the requirements of the Agency, at any time. All employees MUST abide by the Terms and Conditions as per St Basils Staff Handbook and Equal Opportunities & Diversity Policy document.
HOURS OF WORK / LUNCH BREAK: / 37.5 hours per week, which excludes half hour for lunch. Evening / weekend work is required and will be compensated with time off in Lieu in negotiation with Line Manager.
HOLIDAYS: / 28 days per annum, plus 8 Statutory Bank holidays per annum, pro rata