Role description:Triage Volunteer

Providence Row is a homeless charity tackling the root causes of homelessness to help people get off, and stay off, the streets. Last year, almost 1,000 people used our services. Working with people to build skills and confidence is the key to success. We do this through our trainee schemes, language classes and employment support. The support we provide for mental health and addiction issues helps people to rejoin the community. We also help people to return to their home communities and families, in the UK and abroad.

The following role description outlines the tasks and responsibilities we would like you to carry out. We recognise that volunteers have different strengths and want to gain different skills, so to keep the role relevant, it is reviewed in regular meetings with the Welcome Area Coordinator.

The Resource Centre’s Welcome Area, is the first point of contact for everyone who visits Providence Row, and for rough sleepers the chance to have breakfast and speak with someone about their situation.

We are looking for a confident and enthusiastic volunteer capable, of working with clients who have varying levels of vulnerability and challenging behaviour.

It is not a prerequisite for you to have worked in this sector, but ideally you will have good people skills, some experience of conducting an assessment / interview type meeting, or have similar transferrable skills. Volunteers who have experience as a Providence Row First Contact volunteer are especially welcome to apply.

It is essential you are capable of usingMicrosoft Word and Windows that will enable you to manage our systems and databases.

We are inclusive in the way we work,and have a facilitative approach that naturally provides the opportunity forcontinued personal development, with progression onto our other welcome area role of Advisor, if appropriate.

We provide a structured induction followed by one to one and group training, personal development and supportive work reviews.

We will cover out of pocket travel expenses up to £10 each day (on presentation of receipts) and provide a hot lunch, freshly prepared by our chef.

Responsible toWelcome Area Coordinator

Purpose of the roleto meet with prospective clients and assess their needs.

Task based objectives

  • Review client appointment notes (on TIMELY- our online scheduling software) prior to meeting and determine an understanding of service request.
  • Conduct one to one triage meetings, recording client needs onto our initial assessment (Triage) form.
  • Use our access criteria to determine service offer.
  • Consult / joint work with mental health or drugsadvisors as required.
  • Create In-Form database (salesforce) account for new client.
  • Use In-Form to create a new timeline, assessment and action(s) to reflect service offer and meeting notes.
  • Refer clients to other services e.g. Streetlink
  • Handover case and initial assessment document to service manager.
  • Support First Contact volunteers to deliver serviceas available.

Person specification:

Knowledge and Experience / Essential / Desirable
Ability to handle personal data and maintain confidentiality at all times / Essential
A good knowledge of Microsoft Word and Windows / Essential
Excellent verbal and written communication skills / Essential
Excellent time management skills and the ability to work to deadlines / Essential
Experience of dealing with challenging behaviour - this may be in a customer service environment or working with vulnerable people. Experience from paid, unpaid or personal situations are all appropriate. / Desirable
Competencies
Takes the time to understand difficulties without pre-judgment and with a view to overcoming them (Compassion) / Essential
Exercises the same degree of consideration and care for all those who come to Providence Row, whatever the reason (Respect) / Essential
Welcomes and seeks to involve everybody, whatever their background, presenting issues, ethnicity, nationality or faith (Inclusiveness) / Essential
Works with people, not for people, to enable them to realise their gifts, abilities and talents (Empowerment) / Essential
Acts fairly and promotes justice within the organisation and in relation to the needs and rights of people who use our services (Justice) / Essential
Demonstrates emotional intelligence, understands the needs of others and recognises the impact of their behaviour on others / Essential
Is accountable for the performance of the organisation, their team and their own performance (trustworthy, dependable & inspires confidence) / Essential
Is proactive and takes the initiative to gain the information needed for the role, with a flexible and “can do” attitude / Essential
Is emotionally resilient, self-aware and reflective in how they work. / Essential

This position is available from Monday-Friday, between 08.45am-4.30pmwith a minimum commitment of six months.

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