Carrying out audits to ensure quality monitoring.
Supervise the work of a team of support workers and support assistants, providing supervision every four/six weeks, and an annual appraisal, and being responsible for ensuring they meet the requirements of their role.
Provide a positive role model for support workers, by modelling good practice, advising on, customer support and assisting with the in-service induction of new staff.
Implement effective safeguarding practice for vulnerable adults and children in accordance with local authority and Peabody’s policies, guidance and protocol.
Accurately input customer data onto a client database in a timely manner and ensure records are maintained to evidence compliance with the service specification, commissioner requirements and internal and external key performance indicators.
Carry out needs and risk assessments, complete support plans, provide support, and carry out reviews, in accordance with policies and procedures and the requirements of stakeholders and funders.
Hold a caseload of clients, and provide support to them on a keywork basis in their own homes or at an alternative venue if required.
Provide practical and emotional support to customers to achieve the outcomes set out in their support plan.
Support customers to make full use of community facilities, play an active role in their community and take up cultural, recreational, educational and employment opportunities.
Support customers to maximise their physical and mental health, through liaison with health services and the promotion of a healthy lifestyle.
Support customers to develop and maintain positive and effective relationships with their family, friends, carers and other professionals.
Work with support workers to manage risks to customers, staff and the community.
Liaise promptly with colleagues, partner agencies and other stakeholders regarding safeguarding, welfare and risk concerns in accordance with Peabody’s policy.
Promote self advocacy and advocate where appropriate for all customers.
Lead on customer reviews, and participate in team meetings and training courses
Clearly explain the remit of the service to a range of clients and other professionals as appropriate.
Comply with, and demonstrate commitment to, the association’s equality and diversity policy as an integral part of all duties and observe the letter and the spirit of the policy at all times.
Maintain safe practise at all times in accordance with Peabody’s health and safety policy.
Follow all relevant association policies and procedures and undertake any other reasonable requests from your line manager.
If you accept a job in Peabody’s care and support services then we expect that you will be as committed to providing excellent customer service as we are – whether you are in direct contact with customers, speaking to them on the phone or dealing with internal colleagues, we expect you to meet the very highest standards of customer service at all times.
We expect you to be as passionate as we are about making a real difference to people’s lives, and supporting them to be as independent, safe, healthy and happy as they possibly can be.
You need to be kind and empathetic, and respect the individual characteristics and needs of the very diverse range of customers you’ll be dealing with. You’ll need a sense of humour, an approachable manner and the resilience to cope with a busy, challenging and emotive job.
Experience of providing support to the designated client group either in a volunteering or professional role
Experience of assessment and management of individuals’ needs and risks
Experience of working jointly with other agencies and liaising with statutory organisations
Knowledge and understanding:
Understanding of customer service in a service delivery setting.
Thorough and up to date knowledge of health and safety issues relating to the designated client group.
Thorough and up to date knowledge of welfare benefits for the designated client group.
Thorough and up to date knowledge of safeguarding vulnerable adults and children local policies, protocols and good practice.
Knowledge of related services provided by the statutory and voluntary sector.
Understanding of confidentiality and data protection issues.
Understanding of the concept of housing related support and supporting people to help themselves.
Understanding of the need to collect data and the benefits for the service.
Knowledge of equality, diversity and inclusion as they relate to the designated client group.
Skills and abilities:
Ability to communicate effectively with customers, staff and stakeholders in plain, easy to understand English, both in writing and verbally.
Demonstrable customer care skills.
Ability to work flexibly to meet customer needs and service requirements, including working evenings and weekends where the service requires it.
Demonstrable commitment to equality and diversity and a genuine desire to help people with disabilities and/or support needs connect with their community.
Ability to work as part of a team and build and maintain effective and supportive relationships with peers and partners.
Excellent time management skills and demonstrable ability to meet deadlines and achieve goals.
Comprehensive IT skills to include use of Microsoft office and ability to maintain electronic records, with attention to detail.
Ability to participate in an on-call rota.