Job Description

Job Title: First Contact Worker

Team: First Contact Team

Responsible to : Team Leader

Responsible for : n/a

Hours: 1 x 16hrs & 1 x 20hrs

Salary: £16,781 (pro-rata)

Leave : 29 days + Bank Holidays (pro-rata)

Purpose of Role

Working within a small team you will provide a professional, welcoming and efficient response to young people, professionals and the local community who make contact with our servicesbased across Leeds. Support the administrative functions of the young person’s housing support and advice gateway and provide assistance to the smooth running of all young people’s services delivered by GIPSIL.

These main duties and responsibilities are provided across a number of geographical sites around Leeds, with flexibility around business needsbeing paramount.

Main Duties and Responsibilities

1Provide an efficient and welcoming reception service which will include:-

  • Receiving members and visitors in a polite and friendly manner and dealing with general enquiries
  • Receiving incoming calls and e-mails, forwarding calls, taking and routing messages
  • Acting as an information point for visitors
  • Ensuring all colleagues and visitors have signed in and out of the building register to ensure Health & Safety in case of fire as well as monitoring and reporting on footfall to the building

2Complete housing support referrals with young people or professionals, in person and over the telephone including completion of the Flag & Tag process

3Undertake the 3 in 1 training and deliver the C Card Scheme (providing advice and free contraceptives to 13-24 year olds) as and when needed, including the monitoring requirements as required by Leeds Sexual Health

4Assist in collating, directing and being responsive to referrals including booking in needs assessments and tasking to housing support workers using the Housing Support & AdviceGateway

5Support the delivery of the counselling service, including taking referrals, and liaising with clients and counselling volunteers

6Responsible for input of confidential client information onto relevant databases

7Effectively manage the Fare Share process

8Proactive approach to health and safety, supporting GIPSIL policy and procedures including specific responsibilities which are not limited to fire marshals, first aid, usage of CCTV system and alarm testing

9Ensure that the reception area is always clean and tidy; and that all displays and publications in all GIPSIL officesare up to date and keptin an attractive manner

10Ensuring reception areasare opened on time and the process of closing reception is completed each day

11Ensure that incoming post is opened and distributed, and that all outgoing mail is correctly stamped, recorded and posted

12Operate the room booking system, preparing meeting rooms for externalbookings

13Assisting in generating correspondence on behalf of service delivery teams e.g. promotional materials, waiting list information, appointment reminders, rent arrears letters as agreed by a Managers/Team Leaders

14Support service delivery teams with printing and preparing materials for group work etc.

15Responsible for ordering of stationary which has been authorised by team manager

16Help maintain a database system of useful externaltelephone numbers, addresses, contacts, etc.

17Where possible, support services to update their social media (Facebook, Twitter etc.)

General

  1. To ensure accurate and timely record keeping on the systems used.
  2. To take part in regular, reflective supervision and appraisals to ensure both the delivery of a good quality service and personal and professional development.
  3. To attend any required training that will increase knowledge and proficiency in your specified area of work.
  4. To attend any meetings as deemed necessary by management.
  5. To work collaboratively and restoratively with colleagues, stakeholders, service users, consortium partners and other agencies.
  6. To contribute to the effective monitoring and evaluation of GIPSIL services and ensure all outcomes are evidenced.
  7. To work within the organisational policies, procedures and values, including the organisation’s Equality & Diversity Policy, promoting diversity and difference in all aspects of work.

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GIPSIL Job Description First Contact Worker

Feb 2018