Fulfilling Lives – Stoke-on-Trent
Job Description
Job Title: / Service Co-ordinator (Fulfilling Lives)Responsible to: / Service Manager
Responsible for: / Volunteers
Working hours: / 37 hours per week (flexible within Monday to Sunday)
Employer: / Brighter Futures
Purpose of the job
Reporting to the Service Manager, you will co-ordinate customer access to a wide range of statutory sector, voluntary sector, and other services that are appropriate to their needs. Working with customers to assess their needs, you will jointly design and deliver a service coordination plan for customers intended to achieve their hopes and aspirations. In doing so, you will advocate the case for customer access through the available service systems by encouraging a focus on their strengths and assets as appropriate. You will work closely with frontline staff providing services to your customers to better co-ordinate service interventions. You will work closely with peer mentors to ensure that customers receive support from someone with lived experience. You will assess risk taking in to account relevant information and produce a risk management plan designed wherever possible to promote customer inclusion. You will contribute to the development of good practice and positive systems change; e.g. through case studies, sharing of learning, maintaining accurate data, and by challenging exclusion in accordance with our standards and values.
Summary of key objectives
1 / You will co-ordinate customer access to a wide range of statutory sector, voluntary sector, and other services appropriate to their needs(including but not limited to “Golden Ticket” services)
1.1 / You will assess the eligibility of referrals for the programme using the tools provided for the purpose
1.2 / You will ensure that customers are offered fair access to services, promote equality of opportunity, and challenge discrimination or less favourable treatment as appropriate
1.3 / You will develop and maintain an in-depth knowledge of the local services available for people with multiple needs, including their access criteria, and assist in the identification of gaps
1.4 / You will refer customers to services based on their assessed needs and preferences as expressed through their service coordination plan and support them through the relevant processes to secure access
2 / You will jointly design and deliver a service coordination plan for customers intended to achieve their hopes and aspirations
2.1 / You will ensure that customers’ needs are assessed properly and responded to in ways that respect their personal needs and preferences
2.2 / You will work with customers to design and deliver a service coordination plan that is based on their assessed needs that is intended to achieve their hopes and aspirations
2.3 / You will regularly review the customer’s distance travelled using the tool provided for the purpose and involve relevant stakeholders as appropriate
2.4 / You will work to ensure that customers, some of whom may have challenging behaviours, are supported by the services involved in their coordination plan to achieve independent and fulfilled lives
2.5 / As appropriate, you will work with customers to set, manage, and spend a personal budget to further the achievement of objectives set out in their service coordination plan within the spirit of the guidance provided
2.6 / You will manage the personal budgets of customers on your caseload, which may be in the region of c. £10,000 per year in total, keeping accurate and auditable records using the tools provided
2.7 / You will keep accurate, timely, and concise records in accordance with case work standards using the tools provided for the purpose
3 / You will work closely with frontline staff providing services to your customers to better co-ordinate service interventions
3.1 / You will work in the community with a high degree of autonomy including the development and use of co-location opportunities to aid joint working
3.2 / You will work proactively and constructively with customers and their services to avoid unplanned exitsby promoting a solution focused approach
3.3 / In the event that a customer is excluded from a service, you will advocate where appropriate to secure their earliest possible reengagement (where relevant, this includes instigating and following through the processes of appeal)
3.4 / You will empower customers and frontline staff in the services they use by utilising and promoting an asset-based approach to support, service delivery, and recovery
3.5 / You will ensure that responses to customers’ enquiries, suggestions, compliments, or complaints are prompt and in accordance with relevant policies and procedures
3.6 / You will work to ensure that customers are consulted on all aspects of the services they receive and are enabled to take part in consultations and other service improvement programmes
3.7 / You will work closely with peer mentors to ensure that customers receive support from someone with lived experience
3.8 / You will work with other volunteers,such as Expert Citizens and student volunteers, constructively
4 / You will assess risk taking in to account relevant information and produce a risk management plan designed wherever possible to promote customer inclusion
4.1 / You will proactively identify and report concerns in relation to the safeguarding of adults, the protection of children, and the maintenance of professional boundaries as appropriate
4.2 / You will maintain professional boundaries,supportingcolleagues and customers to do likewise
4.3 / You will ensure that customers and colleagues are protected from abuse working with relevant agencies where necessary
4.4 / You will complete, review, and update risk assessments regularly that inform service access and service coordination planning using the tools provided for the purpose
5 / Support systems changewithregular, accurate, and timely information
5.1 / You will support VOICES aspirations for systems change by providing qualitative information about customer stories; e.g.
- Written, audio, video or multi-media case studies
- Supporting Expert Citizens and other volunteers to understand customers’ stories
- Articles for the VOICES website, social media channels, and newsletter
- Examples of good practice
5.2 / You will ensure that VOICES is able to provide data to the National Lottery and other agencies by maintaining accurate and timely information using the tools provided
5.3 / You will participate is presentations, workshops, or other activities to further VOICES objectives for systems change
6 / Support the achievement of targets set by the Project Director and those set out in the annual plan
6.1 / Contribute positively within your role to the achievement of project objectives and continuous improvement
6.2 / You will contribute positively to the promotion, development, delivery, and continuous improvement of our Golden Ticket concept and its associated standards
General
1 / To take responsibility for personal continuing professional development and learning
2 / To carry out other reasonable duties as specified from time-to-time by management
3 / To foster good working relationships with other organisations, government agencies and partners
4 / To take responsibility for your own and others health and safety (including regular consideration of the opportunity for Clinical Supervision)
5 / To follow all organisational policies and procedures at all times
6 / To work proactively to promote appropriate and meaningful customer engagement in all aspects of our work
Salary and benefits
1 / Salary: £20,971.60per annum (indicative)
2 / Annual leave of 27 days plus 8 additional days
3 / Standard Life Group Personal Pension Plan, including life assurance and group income protection
4 / Simply Health Cash Plan
5 / Occupational Sick Pay
6 / Childcare Vouchers
7 / Staff Counselling Service
Person Specification – Service Co-ordinator (Fulfilling Lives)
We want the post holder to demonstrate the following competences to a high level and use them in their work. This is more important than having a great deal of direct experience of the job content. We will be looking for evidence of the following key competences during the selection process, if you are shortlisted.
- Communication and Clarification
- Creativity, Innovation, and Adaptability
- Commitment and Customer Focus
- Relationships and Team Working
- Respect, Integrity and Open Mindedness
- Accountability, Self-Reflection and Development
- Engaging with and Supporting Change
Although we are keeping direct experience/knowledge requirements to a minimum, we do need you to use the job application form to demonstrate your capabilities in relation to each of the criteria listed in Sections 1, 2 and3 below (addressing each point in order). Use the answers to show how your competences have helped you achieve positive results. This will give you the best possible chance of being shortlisted.
1 / Specific qualification, experience and track record1.1 / Educated to GCSE level or equivalent at grade C or above (including English and Mathematics)
1.2 / Must have,or be willing to work towards,a Level 3 qualification or above in Health & Social Care or another appropriate discipline
1.3 / Experience and track record of the following:
- Supporting services to engage with people
- Advocacy, assertiveness, persistence, and resilience
- Effective engagement of people in positive planned activity - preferably those with multiple needs and those delivering the services they need (homelessness, substance misuse, mental health issues, and/or offending behaviour)
- Effective assessment of assets, strengths, needs, and risks
- Effective collaborative working
2 / Special knowledge and requirements
2.1 / Good communication skills, oral and written
2.2 / Good knowledge of windows-based software, including Word, Excel, e-mail and the internet.
2.3 / Able to be an effective team member, working with others to improve performance and achieve targets
2.4 / Understanding and ability to apply models of change
2.5 / Knowledge of support work theory and practice
2.6 / Ability to prioritise and manage own workload
2.7 / Ability to manage sensitive, stressful and traumatic incidents effectively, using tact, diplomacy and assertiveness and ensuring others do so
3 / Additional job requirements
3.1 / Must complete Supporting Change, Motivation and Independence training within 6 months of being in post
3.2 / Must be self-motivated with a positive can-do attitude
3.3 / Strong commitment to equality and diversity
3.4 / Flexibility required to work evenings and weekends
3.5 / Ability to drive and have own transport
3.6 / Demonstrable commitment to our values
Core Competencies – Level 3 - 4
(Up to Senior Practitioners)
DescriptorCommunication and Clarification / Presents clear messages using a range of techniques. Identifies active listening as a key component to effective communication. Appropriately influences others. Is concise and persuasive with a wide range of audiences. Effectively promotes Brighter Futures values, purpose and services.
Creativity, Innovation & Adaptability / Proactively sources and develops ideas. Solves problems, bringing improvements to services and resources. Modifies style and approach to achieve goals and effectiveness.
Commitment & Customer Focus / Committed to and focused on the views and needs of customers and other stakeholders. Ensures that customer needs are at the core of Brighter Futures service provision and take a non-judgemental approach to issues. Remains resilient and positive in seeing things through.
Relationships & Team Working / Develops and maintains positive relationships with a variety of people. Appropriately networks internally and externally for the benefit of Brighter Futures, its services and customers. Displays self-awareness, respect and integrity in all relationships.
Respect, Integrity & Open Mindedness / Understands and works within Brighter Futures commitment to equality and diversity. Respects and values the diversity of colleagues, customers and the wider operational environment. Understands and respects other people’s points of view. Demonstrates commitment to enhancing and developing Brighter Futures services in line with principles of equality and diversity.
Accountability, Self-Reflection & Development / Takes ownership, meets responsibilities and honours commitments. Is open and committed to continuous development. Applies new information and learns from experiences. Shares knowledge and learning and recognises own strengths and areas for development. Is open to receiving feedback about own performance. Can identify and discuss own mistakes and failings and takes steps to rectify them to improve performance. Presents a calm, competent and professional image to customers and other employees.
Engaging with and supporting Change / Is proactive, responsive and adaptable. Inspires others to positively engage with changes. Constructively and appropriately challenges change appreciating Brighter Futures need to remain flexible and break from tradition for the benefit of the customers and the mission of the organisation. Remains resilient and sees things through and is able to remain effective under pressure.
Coaching and Supporting Others
(Senior Practitioners Only) / Supports, inspires and engages staff to own and deliver on Brighter Futures vision and goals. Sets a strong example for other staff to follow. Understands and is able to interpret/communicate clear performance goals, standards and expectations to support and encourage colleagues to meet them. Identifies and produces reliable factual evidence and feedback of progress against these when required. Gives regular feedback, coaches and supports others to develop to their full potential. Efficiently identifies and resolves conflicts within relationships to prevent disagreements from arising.
Communication & Clarification
Core Competence for:
- All Levels
Example Effective Behaviours
- Chooses the best way to communicate in a variety of situations
- Identifies key messages and effectively communicates them to others.
- Is sensitive to the needs of their audience.
- Speaks and writes in a clear, concise and logical fashion.
- Produces written work which needs little amendment or correction.
- Checks that they have been understood by others (rather than making assumptions) and adapts style as necessary.
- Effectively influences and inspires others through communication.
- Effectively pays attention and actively listens in order to paraphrase the message to ensure understanding.
- Listens to and encourages others.
- Is concise, not over-burdening with information.
- Uses clear examples to explain complex issues.
Example Ineffective Behaviours
- Uses inappropriate communication methods which prevents or discourages the involvement or understanding of others, talks down or patronises.
- Uses influencing ability inappropriately.
- Does not understand or appreciate the impact that their words have on others.
- Does not encourage others to talk and does not seek opinions of others.
- Pushes rather than persuades others to a point of view.
- Fails to spot and act on opportunities to effectively promote positive messages about Brighter Futures, our customers and services.
- Selective listening in only hearing part of the message and then jumping to conclusions.
Creativity, Innovation & Adaptability
Core Competence for:
- All Levels
Example Effective Behaviours
- Adapts quickly and flexibly within their role.
- Takes on challenging tasks willingly and with a ‘can do’ attitude.
- Appropriately questions and contributes to ideas and solutions.
- Does not assume the usual way of doing something is the best way.
- Challenges assumptions and shows a capacity to think imaginatively.
- Plans ahead and thinks of new ways to solve problems and issues as they arise.
- Reacts positively to challenges, putting things right where needed and stops problems from reoccurring.
- Constructively responds to other people’s ideas, supporting the development of plans that work.
Example Ineffective Behaviours
- Consistently applies the same approaches/techniques, failing to see where alternatives are needed.
- Fails to consider customer needs or the wider organisational context when solving problems.
- Is unsupportive of other people’s ideas and approaches to problem solving.
- Does not identify or plan for delays or obstacles to achievement of goals and tasks.
- Reacts disproportionately when issues arise.
- Is unable to suggest valid ideas and fails to contribute to problem solving.
- Uses short term solutions to solve immediate problems without considering how to prevent problems reoccurring.
Commitment & Customer Focus
Core Competence for:
- All Levels
Example Effective Behaviours
- Shows commitment to the standards and quality of Brighter Futures services.
- Puts individual customers and their needs first when delivering services.
- Takes time to work with customers to identify their needs and concerns.
- Supports the development of services that meet changing customer and stakeholder needs.
- Shows a clear understanding of customers with diverse, and sometimes conflicting, needs.
- Shows empathy, respect and sensitivity towards others and treats people as individuals.
- Identifies and works to reduce barriers that exclude people from diverse backgrounds from accessing services.
- Respects confidentiality.
Example Ineffective Behaviours
- Fails to listen to and appropriately feedback on ideas and issues raised by customers.
- Is inconsistent in their approach to working with customers, showing favouritism and inequality when applying standards and/or expectations.
- Does not seek feedback or effectively manage complaints from customers.
- Fails to show that they can see things from the customer’s point of view.
- Does not spot and/or take up opportunities to meet and engage with customers.
- Fails to appreciate how a customer’s culture and background can impact on their needs, situation and experiences.
- Puts personal bias, beliefs and opinions ahead of those of the customer.
- Fails to follow through on commitments and promises to customers.