JOB DESCRIPTION
JOB TITLE:SupportOfficer
REPORTS TO:Service Manager
DIRECT REPORTS:None
LOCATION:Luton
SALARY:£15,795
JOB PURPOSE:
To enable clients of the Synergy Universal Floating Support service to achieve the items defined in their support plans so that they successful with independent living in the community. To support those individuals to address the issues which are preventing them from making a full and active contribution to society and their communities. To facilitate an exit strategy for the Service User by working proactively and positively with partner agencies to build a self-sustaining support network.
The job holder will provide practical and emotional information, advice and support to address:
  • housing needs and options
  • benefits entitlements
  • employment, training and education
  • mental or physical issues and problems
  • drug and alcohol issues
  • build social, cultural, leisure and faith support networks
  • avoiding harm to self and others
The post holder will ensure that Service users are encouraged to explore and maximise their skills and choices. They will also work to build self confidence, self esteem and self reliance.
ACCOUNTABILITIES:
  • Continuously demonstrate respect, dignity and support of the client group.
  • Support Priority 2 or 3 Service Users
  • Support Service Users to achieve items identified in their support plans.
  • Comply with any required standards or procedures as detailed in the Organisation’s ISO9001 QMS.
  • Achievement of personal KPI targets and objectives.
KEY AREAS OF RESPONSIBILITIES
The post holder will be required to demonstrate strengths in all the indicators set out in the relevant competency requirements. More specifically, the post holder will:
  • Support the team in delivering all aspects of support as appropriate to the individual needs of the Service User.
  • Support Service Users who self refer to complete the self referral information form.
  • Undertaking tasks in the absence of the case holding support worker.
  • Support Service Users to meet their support plan targets, including practical assistance where they have not yet developed the skills or the confidence to meet them. Help to ensure Service Users are engaged and involved with the services provided.
  • Through coaching and support, build the client’s confidence to carry out tasks for themselves, focussing on the skills that support the individual’s ability to live independently.
  • Motivating and coaching service users to attend appointments/engage in activities
  • Supporting service users to research the variety of resources available to them, specific to their own needs and specific interests
  • Report any observations relating to Service Users welfare.
  • Adhere to all the policies and procedures of the organisation plus those specific to the project including any statutory requirements.
  • Maintain records as required; specifically utilise LBC’s Capita system to maintain full SU records, files and notes.
  • Participate in team meetings/reviews and the general development of the service.
  • Undertake any other duties consistent with the grade and nature of the post as may be reasonably assigned.
Health & Safety and Environment
  • Promote and encourage best practice in Health & Safety and Environment.
  • Take individual responsibility with other staff for the personal safety of all people working and or visiting the service.
  • Ensure all the organisations rules/policies regarding Health, Safety and the Environment are strictly adhered to and that safe working practices are adopted at all times.
Equal Opportunities
  • Ensure consistent and effective implementation of Penrose’s Equality & Diversity policy and procedures.
  • Positively promote an environment within Penrose which respects and values the diversity of both staff and service users.
Teamwork/Personal development
  • To take active responsibility for own and Penrose’s aims and objectives and participate fully in team meetings, supervisions, performance reviews and training to ensure a cohesive and professional working environment at all times.
  • To take personal responsibility for own on-going development and learning.
  • To share areas of good practice and concern with colleagues throughout the organisation in a positive and constructive manner.
Other Responsibilities and Duties as Required
  • Other responsibilities than those described above may be required to be undertaken from time to time and will be expected to be performed to as long as it is within the capability and level of the position.
Please note that this job description is subject to change (following consultation) depending on the needs of the organisation.

SUPPORT OFFICER - PERSON SPECIFICATION

Personal Attributes

  • Enjoys social interaction and the company of others, joins in local activities to encourage service user involvement
  • Exudes a warm friendly presence and open behaviour
  • Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement
  • Has a practical and logical mind and is naturally well organised
  • Thrives on change and enjoys dynamic diverse environments
  • Is confident with high levels of self-esteem
  • Is respectful, articulate and sensitive in style of communication with Service Users and Colleagues alike
  • Is motivated towards excellence and improvement of personal performance with a can do attitude
  • Ability to cope positively with challenging and diverse behaviour

Qualification and Experience Level

Typical qualifications from none to NVQ Level 2 or equivalent
Skills
  • Ability to work proactively as part of a group or team
  • Ability to liaise effectively with a range of service providers or agencies in order to improve quality of life for Service Users
  • To have basic IT skills and able to record activities using the Penrose/Borough provided system.
  • Has a level of numeracy sufficient to carry out tasks such as budgeting with clients, calculating benefit entitlements and understanding rent arrears
Knowledge
  • A good understanding of possible issues involved in working with those who are at risk of homelessness or have a history of homelessness
  • An understanding of the issues involved in working with people with challenging behaviour and/or mental health issues
  • An understandingof support planning and objective setting
  • An understanding of the principles underlying a quality and customer focussed service
  • An understanding of the principles of empowering service users
  • An understanding of the principles of Equality and Diversity

Competences – Support Officer

Competency / Definition / Level
Oral communication / Communicates in a way that is unambiguous using appropriate terminology and non-verbal communication, providing accurate data that influences and informs the recipient. / Level A - Takes responsibility for effective communication utilizing correct language that the listener/s understands.
Written communication / Expresses ideas clearly in a well structured manner, using correct grammar and appropriate terminology. Uses a variety of media. / Level A - Writes well-structured, error free written documents.
Sensitivity / Shows awareness of the diversity of those they work with and for and is aware of their own influence both. Recognises the impact of own behaviour on others. / Level B - Recognises, understands and responds to feelings and needs of others, even when they may be very different to their own.
Coaching and motivating / Directing and guiding others in the performance of their tasks. Establishing a spirit of working together to set and achieve goals. / Level A - Gives supervision and feedback to others when they ask for it or when there is another immediate reason for doing so.
Team working/ working with others / Contribute actively on issues/solutions even when the issue is not the responsibility of the individual. / Level A - Work with others internally and externally to deliver solutions/results.
Customer focus / Understand customer needs and requirements and act accordingly. Ensuring high level of service delivery to deliver customer satisfaction. / Level A - Able to engage fully with audience to provide the required service expected
Results Orientation / Actively focused on achieving results and objectives. / Level A - Works purposefully to achieve objectives and tasks on time and as agreed.

Luton Universal Support Officer – Reviewed August 2017 – Emmeline Irvine