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About the Role

This role is responsible for the service delivery of an effective, high quality, person-centred support service to residents with a background of rough sleeping and a range of medium to high needs, including entrenched drug/alcohol issues, mental health diagnoses, and offending backgrounds. The role involves being a principal provider of support and working with Assistant Support Workers to promote resident engagement, build positive relationships, and foster a fulfilling, safe, and inclusive environment.

Responsibilities

Responsible for the day-to-day delivery of the Harbour Project Team.
Use motivational and asset-based interviewing techniques to assess needs and create support plans and risk assessments.
Take a positive, trauma-informed approach to working with residents with complex needs and challenging behaviour.
Conduct regular reviews of support plans and risk assessments.
Take a pro-active approach in multi-disciplinary support for residents.
Work within a Psychologically Informed Environment approach and strive to meet targets.
Ensure a high standard of customer service is upheld.
Attend team meetings and participate in service policy and planning.
Participate in team meetings, review days, and other agreed meetings.
Keep abreast of current housing and welfare benefit legislation and other relevant matters.
Respond to and process all referrals, ensuring eligibility criteria are met.
Ensure all casework is properly recorded and outcomes are entered onto the case management system.
Actively collect follow-up information on reconnections and report.
Deal with the immediate support needs of residents as appropriate.
Assess resident safety and develop risk management strategies.
Ensure all service delivery policies and decisions are observed and followed.
Keep accurate records and statistics on referrals, service outputs, and outcomes.
Maintain a high standard of record keeping, including resident files and financial/administrative systems.
Ensure all written work is of a high standard.
Ensure assessment results and service offers are entered clearly and timely onto the case management system.
Liaise and negotiate effectively with outside agencies.
Build and maintain good working relationships with colleagues.
Ensure all duties and services are in accordance with policies and procedures.
Comply with health and safety responsibilities in the workplace.
Undertake other duties within competence as required.

Requirements

Demonstrable experience and understanding of approaches for working with challenging behaviour, including drug/alcohol use, antisocial behaviour, offending, substance misuse, and complex needs.
Experience of working with clients in a trauma-informed way with proven effectiveness.
Understanding of statutory compliance and standards (health and safety, equal opportunities, data protection) in a residential setting.
Excellent customer service skills.
Ability to develop good working relationships and rapport with residents and stakeholders.
Proficiency in using motivational interview techniques for referrals, needs, and risk assessments.
Knowledge of Psychologically Informed Environments (PIE).
Demonstrable experience within local authority, voluntary, independent, charity, or social housing sector.
Successful track record of working with colleagues to achieve common goals.
Experience working across agencies and/or partnership arrangements.
Awareness of issues facing single people experiencing homelessness or rough sleeping.
IT skills, particularly Microsoft Office packages.
Knowledge, understanding, or experience of working in a casework management system.
Knowledge in identifying and dealing with substance misuse issues.
Sound knowledge and understanding of issues affecting supported housing and vulnerable adult groups.
Understanding of health and safety in a supported housing setting.
Willingness and ability to work shifts, including evenings, weekends, and waking night shifts on a rota basis.
Ability to motivate those with complex needs to engage with meaningful activities.
Evidence of effective de-escalation techniques.
Ability to interact and communicate effectively with a wide variety of people at all levels, maintaining professional boundaries.
Ability to interpret and communicate legislation, policy, guidance, research, and best practice information.
Ability to work co-operatively to achieve goals.
Ability to set up and work according to schedules.
Self-sufficient and highly organised with the ability to accomplish goals according to deadlines.
Flexibility and ability to juggle a variety of tasks.
Ability to act on own initiative and effectively under own direction, as well as productively within a team.
Strong sense of responsibility and accountability.
Awareness of own training and support needs.
Experience of using In-Form as a case management system (desirable).
Qualifications relevant to supporting vulnerable adults (desirable).
Full current driving licence (desirable).
Successful track record in developing services in response to changing needs and demands (desirable).
Must undergo a criminal record check by the Disclosure and Barring Service.
Must be entitled to work in the UK.

Skills

Motivational interviewing techniques
Asset-based interviewing techniques
Trauma-informed approach
Psychologically Informed Environment (PIE) approach
Customer service
Casework management system usage
Substance misuse issue identification and dealing
Health and safety in supported housing
De-escalation techniques
Effective communication
Legislation interpretation
Teamwork
Scheduling
Organisation
Initiative
Problem-solving
Record keeping
Microsoft Office packages

Work Type

Shifts (evenings, weekends, waking night shifts on a rota basis)

Education Level

Qualifications relevant to supporting vulnerable adults (desirable)