Directorate: Care and support
Job Family: Support
Reports to: Support Co-ordinator /Team Manager
Responsible for: None
Budget Responsibility: None
To deliver high quality and effective support services, which promote the independence, wellbeing and inclusion of customers, in accordance with Peabody’s policies and procedures and the principles of best practice.
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 identify, move into, and sustain housing which meets their needs, including supporting customers to ‘bid’ for properties and report maintenance issues
Support customers to maximise their income, to access benefits, and to budget to cover domestic bills and living expenses
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
Implement effective safeguarding practice for vulnerable adults and children in accordance with local authority and Peabody 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
Work with support workers and support coordinators 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 policy.
Promote self advocacy and advocate where appropriate for all customers
Participate in customer reviews, team meetings and training course
Clearly explain the remit of the service to a range of clients and other professionals as appropriate
Implement the association’s equal opportunities 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.
Ensure that all duties are carried out to the highest standard, and in accordance with policies and procedures.
The ability to work shifts
T o cover at other services within the mental health team if needs be.
To carry out any other duties, within an appropriate level of responsibilities as required.
To promote, at all levels, the service vision, values and strategic objectives.
All staff working for Peabody have both a common law duty and a statutory duty of confidentiality to protect clients and any personally identifiable information only use it for the purposes for which it was intended. The disclosure and use of confidential client information needs to be both lawful and ethical.
This job description is not intended to be exhaustive and may be reviewed to ensure that the arrangements meet the needs of the service.
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.And 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
Knowledge and understanding:
An 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
Understanding of housing support needs of the designated client group and benefits of a flexible, outcome focussed and personalised support service.
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
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.
Competencies are designed to apply to all posts at all levels, to a greater degree and with a broader knowledge the more responsibility a post possesses. Peabody has eight competencies which all applicants will need to demonstrate they possess.
Pleasing the Customer
This competency is about knowing and anticipating your customer needs and having the knowledge and ability to meet or exceed those needs and expectations. It is about ensuring the basic standards of good customer service are in place and then improving on those standards. It is ensuring a strong focus on customer satisfaction is always evident in every team and constantly looking for new ways to please the customer, showing a desire for excellence and going the extra mile.
Knowing what you have to achieve and taking responsibility for getting the job completed on time, on budget and to the required standard consistently and reliably. Developing clear and logical plans that set out what needs to be done. Having the determination and energy to achieve your goal, whether that it is the implementation of an idea or the achievement of a task. In demonstrating this competency you will need to display an ability to overcome obstacles and setbacks, seeing these as part of the task.
Demonstrates a broad knowledge of the services in own area, and understands how these contribute to the success of the Association as a whole. Can identify ways to improve effectiveness and efficiency of those services. Applies knowledge and understanding of the Association and the external environment to make sound commercial judgements, anticipating current and emerging market requirements.
The ability to develop and maintain effective and supportive relationships within an organisation is key to meeting targets and to creating an active and enjoyable working environment. Creating a team ethos, with a real sense of cooperation, in which everyone is committed to achieving the Association’s objectives is vital to Peabody’s continued success.
Getting information or a message across in such a way that it ensures the recipient has no room to misunderstand. Communicating clearly and concisely so that recipients are inspired with confidence.
Communications could simply be about giving someone a clear and simple message or they could be about getting a broader message to a number of staff or customers in an appropriate manner.
Approach To Change
This is the ability to adapt and respond to a variety of situations and people in order to meet changing priorities and different ways of working. Change needs to be met whilst maintaining an effective service, sometimes facing ambiguity in the face of doing your job. Change is constant and can be disruptive and frustrating. Managers in particular are required to set an example and remain effective, enthusiastic and adaptable throughout periods of change.
Leading & Motivating
Whether you are a manager or a member of staff, this competency demonstrates the value in motivating others, whether they are team members or colleagues, with a sense of commitment, team spirit and purpose. As a manager, it is about developing and inspiring others to give their best, setting them challenges whilst you encourage and support them.
Learning & Development
The development of staff is essential to the continued success of the organisation as well as to the satisfaction of the employees. As a staff member, this competency involves ensuring you build on your knowledge of the organisation, identifying development opportunities and creating plans for improvement, taking responsibility for broadening your knowledge and sharing it with others. As a manager, it also means creating a positive learning environment, seeking and giving constructive feedback and demonstrating the importance of continuous learning.