Tenancy Support Worker

ROLE PROFILE

Job Title:               Tenancy Support Worker

Accountable to:    Hostel Manager

Salary:                    £20,144

Location:               Hosford, Skainos Square, 239 Newtownards Road, Belfast

Hours of work:     Rotational shift pattern (Core hours – 37.5 hours per week).  Reasonable hours outside of this may be required to fulfil the duties of this position

Expenses:             An allowance is paid in respect of mileage undertaken in the course of business

Leave:                    20 days plus 12 statutory days

Pension:                A group personal pension scheme is available after successful probation

Health Care:          An employee health care plan is available after successful probation

Probation:             This post is subject to a 6 month probationary period.  The Company reserves the right to extend this probationary period. 

Date:                      Job Description updated February 2014

Job purpose

The role involves working with people who are living in the community and are at risk of homelessness. It involves supporting people to tackle the issues that may lead to homelessness and to increase their independence.  

Main Responsibilities and Accountabilities

1. 1.      Ensure the needs of Service Users are effectively met by promoting independence through support, development and progression.

• Meet key performance indicators to support the achievement of the departmental plan as required by Supporting People.
• Provide support and advice to Service Users.
• Undertake assessments with Service Users to determine level of support required.
• Develop focused outcomes-based Support Plans, including evaluating and monitoring their delivery and maintaining detailed records. 
• Ensure that the Referral, Acceptance and Induction processes for Service Users are undertaken in accordance with EBM Procedures.
• Liaise with external agencies, where appropriate, to ensure the co-ordination and integration of services, and to maximise business development opportunities.
• Deliver a client-centred, outcomes-focused, case management approach to empower all Service Users with the opportunity for self determination and choice, enabling them to:
  • Manage their domestic, personal and financial resources and develop independent living skills.
  • Make full use of available services and information and receive the maximum appropriate benefits through liaison with the Social Security Agency, Housing Benefit Branch, NIHE, etc.
  • Maintain or return to independent living.
  • Be involved in the service, community and society.
• Act as an advocate, providing support to and on behalf of Service Users.  This includes attending Appeals or Tribunals, liaising with GPs and/or other healthcare professionals, statutory and voluntary agencies.
• Dealing appropriately with disruptive and/or abusive behaviour, managing any concerns raised by Service Users, including complaints and grievances, and notifying the Hostel Manager of any actions or issues.
• Record and maintain accurate and up-to-date written records and ensure all databases are kept up to date with accurate and reliable data in line with legal obligations.
• Maintain the confidentiality of information in line with organisational and legislative requirements.
• Advise the Hostel Manager of issues or concerns which may impinge on the smooth running of the service.
• Be open to participation in additional non-SP funded projects.

1. 2.      Managing a high case load

• Supporting a case load of 20 clients (currently) within the community to assist them with maintaining their tenancies.  (NB: Case load may change, depending upon the needs of the role.)
• Prioritising tasks effectively to ensure the needs of clients are met and all other aspects of the role are undertaken efficiently and regularly.
• Focusing on independence / empowerment to ensure the client uses the service for as short a period as possible.
• Working independently, acting upon own initiative, and making key decisions alone.
• Seeking support in terms of case load when appropriate.
• Using available support to make decisions re case load and to meet needs / risks of clients, i.e. meetings and supervision.
• Effectively managing a high-demand role independently, without the benefit of a dedicated support team.

1. 3.      Lone working in the community and managing risk

• Working alone with clients in the community.
• Working independently to manage Service Users with complex needs / risk and challenging behaviour.
• Working independently in an increasingly difficult context in terms of the needs and risks of clients.
• Assessing risks around lone working in the community and planning appropriately.
• Using the supports available for lone workers.
• Working within the concept of appropriate risk: ensuring the service is reaching those at need and not excluding people from support due to risk averseness.

1. 4.      Promoting the service

• Ensuring that stakeholders and potential clients are aware of what the service offers and how to refer accordingly.
• Regular promotion of the service via presentations at team meetings of other services.
• Proactively increasing the partnerships and contacts of the service.
• Maintaining excellent relationships with stakeholders, and building and increasing network of relevant contacts.
• Participating in promotional fairs.
• Any other promotional work deemed necessary by the manager in order to actively and continuously develop the service.

1. 5.      Performance management

• Participate in regular supervision meetings to receive support, increase knowledge, identify training needs, evaluate work performance, and to aid and assess professional development.
• Participate in an annual appraisal co-ordinated by the Hostel Manager.
• Attend staff development programmes, training courses, seminars and workshops as required.

1. 6.      Effective monitoring and management of organisational resources

• Ensure the effective and efficient use of organisational resources at all times.
• Effectively maintain all recording systems, including financial transactions and petty cash.
• Support fundraising activities as required.

1. 7.      Ensure all Health and Safety and the Promotion of Good Housekeeping Practices

• Adhere to the EBM Health and Safety Policy at all times.
• Support the undertaking of Health and Safety risk assessments, as appropriate, and the implementation of any agreed actions.
• Ensure awareness and adherence to the Lone Working Policy.

1. 8.      Other Responsibilities

• To provide cover in the hostel as and when required.
• Prepare and submit reports, as requested, to Hostel Manager and relevant EBM managers.
• Attend and contribute to regular staff meetings.
• Contribute to promoting an environment where equality of opportunity, anti-discriminatory practice, diversity, individual rights and choice are promoted in accordance with EBM principles, policies and procedures.
• Promote EBM’s mission, values, aims and objectives and ensure all organisational Policies and Procedures and Staff Code of Practice are followed at all times.
• To carry out all other reasonable duties conducive with the effective operation of the post, and deemed to be within the post-holder’s capabilities.

PERSONNEL SPECIFICATION

Required Competencies

• Building relationships: The ability to build and maintain effective relationships with Service Users and stakeholders (both internal and external) to support organisational goals.
• Promoting the service: the ability to explain and promote the service to stakeholders and prospective clients.
• Change and resilience: The ability to adapt and respond positively in a frequently changing environment in order to remain effective.
• Analysis and decision making: The ability to gather and analyse the appropriate data/information to generate solutions to enable effective decision making.
• Teamwork and communication: The ability to work and communicate effectively with others as part of a cohesive team environment, as opposed to working competitively.
• Professional development: The technical expertise required for successful job performance, with the motivation to enhance the personal and professional development of self and others.
• Leadership: The ability to accept responsibility for decisions, motivating and supporting others to achieve goals.
• Focus on outcomes: The ability to plan and organise work efforts to achieve results and accomplish goals.
• Initiative and excellence: The ability and tendency to take action in response to immediate challenges or to think ahead in response to future challenges, whilst promoting excellence and continual improvement in our service  delivery.
• Ability to work alone: the ability to work alone in the community with challenging clients and complex needs/risks, showing independence and initiative at all times.
• Managing risk: the ability to assess risk and to work with the concept of appropriate risk.
• Time management and organisational skills: the ability to manage a high case load, to prioritise tasks, and to deal with emergencies.
• Working with challenging behaviour: ability to work with clients who have complex and high needs.

Essential criteria

• At least 1 years full-time relevant experience in working with people in specialist housing, residential work, floating support or another supportive environment.
• At least 6 months experience of providing floating support full time (or 12 months experience of providing floating support part time) in a similar, relevant environment.
• A clear understanding of the role of a Support Worker.
• A clear understanding of the needs of the Service User group.
• Able to demonstrate the experience and intrinsic knowledge to be able to promote independent living skills and independence for service users to be self-managing.
• Excellent knowledge of support services relevant to the client group, and procedures for referral.
• Ability to proactively promote the service to ensure those in need are aware of referral procedure and to maximise client base.
• Have excellent interpersonal and communication skills and the ability to work in a changing and challenging environment where sound judgement is required.
• Highly motivated and capable of working on own initiative.
• Demonstrable ability to work as part of a team.
• Ability to work alone with clients with complex and high needs.
• Flexibility and openness to taking on new tasks and projects as required.
• A clear understanding of the Quality Assessment Framework of Supporting People.
• PC Skills - ability to use Microsoft excel, word, power-point, databases, etc. to a high standard of competence.
• A clear understanding of the ethos of East Belfast Mission.
• Clean driving licence and use of a car for work, or ability to travel frequently and regularly to off-site meetings.

Desirable criteria

• NVQ Level 3 in a relevant vocational area e.g. care, housing, or equivalent.
• An awareness of relevant government strategies.
• Able to demonstrate a sound, reliable network of contacts in support services relevant to the needs of the client group.

Additional Notes

This Role Profile is an accurate reflection of the job as at the time of review.  As with any position, the role may be subject to change to meet the needs of the post.  All prospective changes will be discussed with the post-holder as part of the organisation’s performance management arrangements.

This position gives the post-holder access to children and/or young people and vulnerable adults and will therefore be required to disclose details of any criminal convictions, including spent, bind-over orders and cautions in accordance with the Access NI Vetting and Baring Scheme and our organisation’s Children and Vulnerable Adult’s Protection Policy and Procedure.  An Access NI check will be carried out prior to any employment. 

By applying for this position, you are in agreement for the organisation to carry out this necessary background check.

East Belfast Mission is an equal opportunities employer