Client Support Coordinator (Portuguese Speaker)

Key Tasks and Responsibilities 

1. Client Support:

• Carry out initial assessment of client needs to identify and plan the support needed to address issues and prevent any problems from escalating. 
• Provide casework level advice on welfare benefits, housing and financial issues as appropriate.
• Facilitate access, signpost and accompany clients to services or activities, in particular those with limited English. 
• Assist clients with other related problems or refer to other specialist organisations as appropriate. 
• Make follow up calls to provide moral and practical support as appropriate.
• Keep up-to-date with local service provision for appropriate signposting and referrals. 
• Maintain professional practice standards and regulatory requirements, including confidentiality, safeguarding and equality.  

2. Administration, Monitoring & Evaluation:

• Work towards agreed outputs, outcomes and targets. 
• Provide written reports on work undertaken and other reports as required. 
• Ensure that all work conforms to systems and procedures of Respeito, partner organisations and funders. 
• Maintain accurate and up-to-date administration and caseload records, including records of meetings. 
• Liaise with therapist and other staff to arrange and coordinate counselling sessions with clients.
• Manage own workload, administration and diary commitments.
• Provide regular reports and updates to the line manager.
• Attend and participate in organisational meetings (e.g. with Board of Trustees) as appropriate.  

3. Communications:

• Disseminate promotional materials through a range of channels and marketing tools. 
• Support the production of organisational reports and promotional materials.   

4. Training and development:

• Have a commitment to ongoing learning and development.
• Keep up to date with policy and legal frameworks and procedures including: 
  • data protection and confidentiality,
  • safeguarding children and young people and vulnerable adults,
  • health and safety,
  • equality and diversity, 
  • domestic abuse.
• Attend and participate in clinical supervision sessions.
• Attend and participate in supervision and team meetings.
• Attend and participate in training opportunities as appropriate to maintain your professional knowledge and skills.   

From time to time, the needs of clients may change and the key tasks and responsibilities may need to be reviewed in discussion and agreement with the post holder. The post holder must always comply with the Data Protection, Equality and Diversity, Health and Safety, Confidentiality and Safeguarding Policies of Respeito and partners. 

Person Specification 

The post holder should have a very good command of Portuguese and English, spoken and written, be committed to making a positive difference to people’s lives, have relevant experience in working with families and individuals with a range of needs, and knowledge of domestic abuse and the needs of those who experience it. 

1. Qualifications, Experience and Knowledge:

• Educated to degree level or equivalent (A qualification in a relevant field such as Community Development, Social work, Domestic Abuse Advisor’ Law or Psychology is desirable). 
• At least two years’ experience of working with disadvantaged individuals and families, paid or voluntary work. 
• Experience in developing and delivering client centred services. 
• Experience of providing advice on housing and welfare.
• Knowledge of working in partnership with external stakeholders and the third sector. 
• Knowledge and understanding of domestic conflict, abuse and/or violence and its impact.

2. Skills and Abilities:

• English and Portuguese to a professional level. 
• Ability to build positive relationships with the community, families and individuals.
• Effective written and oral communication skills. 
• Ability to negotiate positive outcomes for clients. 
• Active listening skills. 
• A positive, non-judgemental, empathetic and sensitive approach. 
• A commitment to strengths-based and trauma-informed ways of working.
• Ability to remain calm under pressure and when dealing with challenging or confrontational behaviour. 
• Ability to research, analyse and interpret complex information. 
• Good Information Technology and Communication (ITC) skills.  Good organisational and problem-solving skills. 
• Ability to manage time and work independently as well as part of a team. 
• Ability and willingness to travel to different locations across London. 
• Effective networking and interpersonal skills.