Client Support Worker

Client Support Worker

Action is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees, volunteers and agency workers to share this commitment. As a result we have made a commitment to support our colleagues wellbeing and have shortened our working week to 37 hours per week, including a paid break!

Job Purpose

The role of the Client Support Worker is to manage a client caseload, providing support that delivers positive outcomes for both the client and the organisation. They are responsible for delivering the organisation’s obligations to the client and ensuring that the client is assisted to access all opportunities afforded to them.

This Role is for an exciting new project we have secured supporting vulnerable individuals with multiples complex needs.

The CSW will provide front line delivery of a high standard of Client Support, which is proactive and effective in its implementation to achieve positive outcomes for the client and the organisation. Sustainable Tenancy Workers are responsible for all client activities relating to support and engagement, from when a client enters the service to when they leave. They will work with the client in a positive, energising and engaging manner, promoting positive engagement that will motivate clients to maximise full potential and minimise negative outcomes.

Client Support Workers are responsible for the accurate and timely completion of client records / documentation. They must positively promote and engage in the delivery of support models employed by the organisation and work collaboratively with colleagues to ensure that the organisation offers the best possible service to clients, in the most appropriate way. They must also work in collaboration with partner organisation’s to ensure a holistic and client centred approach to support is provided.

The CSW is responsible for the delivery of frontline services and as such must work in an appropriate manner to uphold and promote the organisation’s reputation in the external environment at all times. Action are committed to multiagency working and the STW will build and maintain strong working relationships with internal and external stakeholders as well as partners and commissioners.

a Client Support Worker based in Derby. Joining us on a full-time, permanent basis (or job share), working up to 37 hours per week, you will receive a competitive salary of £22,071.09 - £23,825 per annum.

Action Housing is a Registered Charity and Housing Provider. Action offers support to vulnerable individuals and families, enabling them to establish and maintain a home and empowers tenants to recognise what they can do by supporting them to develop the skills they need for their long-term independence.

As our Client Support Worker, you will participate in the delivery of client engagement activities. This may be informing clients of relevant activities and facilitating their attendance, or leading or supporting the delivery of a group work session.

Benefits available to our Client Support Worker include:

• Mileage and Expenses
• Early finish on Fridays
• Casual Dress
• Free Parking
• Free Tea and Coffee
• Westfield Employee Assistance
• Paid breaks
• Microsoft Service Pro + iPhone Work Mobile

Responsibilities as our Client Support Workerwill also include:

• Participating in the delivery of client engagement activities, this may be informing clients of relevant activities and facilitating their attendance, or leading or supporting the delivery of a group work session
• Providing accurate, concise and clear documentation that is easily understood by clients and completing the required fields and case notes on the case management system
• Managing and updating Client Support Modules
• As well as being a good listener and communicator, they will be sensitive to the diverse needs of the client and have a clear understanding of professional boundaries. Support may include accessing community-based services, maximising benefits/income, dealing with accommodation issues and addressing issues relating to health and wellbeing
• Have and develop relevant, current knowledge about services, resources and opportunities that will likely benefit their clients and assist them in social or community engagement and timely, positive move-on. Clients who are exiting the service will be supported through the transition to ensure that the process is managed effectively. For accommodation move-on there will be a willingness to assist with transporting the client’s belongings where this is practical and appropriate.
• Assessing referrals and managing waiting lists
• Completing weekly data returns as required

What we’re looking for in our CSW:

• Minimum 1-year experience of working with one of the following client groups - offenders, young people, substance users, people with mental health issues or domestic abuse survivors
• At least 12 months experience of delivering housing related support, with an understanding of housing law and local knowledge of housing options and services
• Demonstrates an understanding of the issues facing this client group, and has a dedication to improving the lives of vulnerable people
• Ability to engage clients who are unmotivated and be a key influencer with the ability to be flexible in their approach to suit the client
• An understanding of the social, emotional and vulnerability of the service users supported by this team
• Understanding of the importance of confidentiality, risk management, safeguarding and GDPR
• Computer skills including all Microsoft packages
• Integrity, professionalism and a good understanding of the importance of professional boundaries
• Excellent communication skills, both written and verbal particularly communication via phone or e-mail
• Good organisational skills, the ability to work flexibly, on your own initiative and to prioritise workload
• Ability to deliver group work
• The ability to be flexible and cooperative as part of a team
• Ability to work with a wide range of people effectively
• Ability to adapt and learn to new IT systems

If you feel you have the skills and experience to join us as our Client Support Worker, then please apply now!

This post has been designated as an Essential Car User. A Full UK Driver’s license and access to a vehicle are essential. The vehicle must be insured for business use and have a current MOT certificate.

This role will be subject to an enhanced DBS check.

Key Duties

1. To participate in the delivery of client engagement activities. This may be informing clients of relevant activities and facilitating their attendance, or leading or supporting the delivery of a group work session

2. To provide accurate, concise and clear documentation that is easily understood by clients and to complete the required fields and case notes on the case management system

3. Managing and updating Client Support Modules

4. As well as being a good listener and communicator, they will be sensitive to the diverse needs of the client and have a clear understanding of professional boundaries. Support may include accessing community-based services, maximising benefits/income, dealing with accommodation issues and addressing issues relating to health and wellbeing

5. The post holder will have, and develop relevant, current knowledge about services, resources and opportunities that will likely benefit their clients and assist them in social or community engagement and timely, positive move-on. Clients who are exiting the service will be supported through the transition to ensure that the process is managed effectively. For accommodation move-on there will be a willingness to assist with transporting client’s belongings where this is practical and appropriate.

6. To assess referrals and manage waiting lists

7. Completing weekly data returns as required

8. The post holder will find practical and creative ways of delivering support in accordance with the ambitions of the client engagement programmes and contractual obligations, aligning positive activities and long-term benefits with the traditional methods of 1-2-1 support. They will work closely with other Action staff as appropriate. Client Support Workers will demonstrate initiative and work to manage daily Client Support issues at an appropriate level

9. Take responsibility for ensuring that assessments of clients, support planning, reviews and exits of their own clients are carried out in a timely fashion, and all paperwork completed accurately and fully, being stored correctly. Initiative is expected to be employed in all elements of Client Support, and to be carried out in accordance with company procedures. Housing move-on is the main key outcome for this service and Client Support Workers should have housing management experience

10. Work in partnership with Tenancy & Property Services or the relevant landlord to minimise empty bed spaces (if applicable), maximise rental income and support tenancy management and eviction procedures. The STW and will help with the prevention of property damage and cost incurred by identifying and reporting necessary tenancy issues, thus contributing towards achieving the financial organisational targets and an awareness of tenancy responsibilities.

11. To challenge negativity, inactivity and flawed thinking in a constructive manner

12. To report safeguarding and significant risk issues to the Service Manager / Lead Tenancy Sustainment Officer

Person Specification

Knowledge and Experience

Minimum 1-year experience of working with one of the following client groups: offenders, young people, substance users, people with mental health issues or domestic abuse survivors

At least 12 months experience of delivering housing related support, with an understanding of housing law and local knowledge of housing options and services

Demonstrates an understanding of the issues facing this client group, and has a dedication to improving the lives of vulnerable people

Understanding of the welfare benefits system and application process

Ability to engage clients who are unmotivated and be a key influencer with the ability to be flexible in their approach to suit the client

An understanding of the social, emotional and vulnerability of the service users supported by this team

Understanding of the importance of confidentiality, risk management, safeguarding and GDPR

Qualifications

Educated to GCSE level or equivalent experience with a minimum of GCSE English and Mathematics Grade A-C (or equivalent)

Computer skills including all Microsoft packages

Professional Skills

Integrity, professionalism and a good understanding of the importance of professional boundaries

Excellent communication skills, both written and verbal particularly communication via phone or e-mail

Good organisational skills, the ability to work flexibly, on your own initiative and to prioritise workload

Ability to deliver group work

The ability to be flexible and cooperative as part of a team

Ability to work with a wide range of people effectively

Ability to adapt and learn to new IT systems

Personal Qualities

Willingness to continue further training and personal development

Ability to show empathy

Excellent time management skills and the ability to work and efficiently to juggle multiple priorities

Confident and self-motivated

Commitment to working within Action’s core Vision, Values and Mission

Resilience and the ability to work in a pressurised environment whilst remaining calm and professional

Position Specification

Full time – 37 hours per week

Location: Derby, DE21 7SR

Salary£22,071.09 - £23,825 Per Annum

ESSENTIAL

This post has been designated as an Essential Car User. A Full UK Driver’s license and access to a vehicle is essential. The vehicle must be insured for business use and have a current MOT certificate.

This role will be subject to an enhanced DBS check

Job Types: Full-time, Part-time, Permanent

Pay: £22,071.09-£23,825.00 per year

Benefits:

• Casual dress
• Free parking
• On-site parking
• Sick pay

Day range:

• Monday to Friday

Physical setting:

• Sheltered housing

Shift:

• Day shift

Application question(s):

• Do you have access to a vehicle and business Insurance?

Education:

• GCSE or equivalent (preferred)

Experience:

• Housing Support: 1 year (preferred)

Licence/Certification:

• Driving Licence (required)

Location:

• Derby (preferred)

Work Location: In person