Support Worker - The Harbour Project in London

Purpose of Position
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. These include entrenched drug and/or alcohol issues, mental health diagnosis and a range of offending backgrounds. They will be the principal providers of support to residents in the Harbour Project team and will also work alongside Assistant Support Workers, to promote resident engagement through the development of positive relationships with our residents and contributing towards the promotion of a fulfilling, safe and inclusive environment.

Responsibilities & Accountabilities

• To be responsible to the Team Manager for the day-to-day delivery of the Harbour Project Team.
• Use motivational and asset based interviewing techniques to interview, assess and create support plans and risk assessments that address the needs of residents.
• 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 as required.
• Take a pro-active approach in multi-disciplinary support required for residents.
• Work within a Psychologically Informed Environment approach and strive to meet targets and deliver results.
• Ensure a high standard of customer service is upheld.
• To attend team meetings and take part in service policy and planning.
• To keep abreast of current housing legislation, welfare benefit legislations and other matters relevant to successful support and move on of residents.
• To respond and process all referrals made to the Complex Needs service and ensure those accessing the service meet the service eligibility criteria.
• To ensure all case work is properly recorded and all service offers and outcomes are entered clearly onto the case management system.
• To actively collect follow up information with regards to the outcome of reconnections and report.
• To deal with the immediate support needs of the residents as appropriate.
• To assess resident safety and develop risk management strategies with the resident and other involved services.
• To ensure all service delivery policies and decisions made by the Team Manager or team are observed and followed through.
• To keep accurate records and statistics on referrals, service outputs and outcomes etc.
• To maintain a high standard of record keeping in the office and keep all financial and administrative systems including resident files in the office in an accurate and up-to-date manner in line with policy.
• To ensure that all written work both for internal and external use is of a high standard.
• To liaise and negotiate effectively on a day to day basis with outside agencies including the police, social services and other statutory and voluntary agencies.
• To build and maintain good working relationships with colleagues.
• Ensure that all duties and services provided are in accordance with policies and procedures.
• To comply with individual responsibilities, in accordance with work role for health and safety in the workplace.
• To undertake such other duties within the competence of the post holder which may be required from time to time.

Person Specification

• Experience
  A demonstrable level of experience and understanding of the range of approaches appropriate to working with challenging behaviour including current drug /or alcohol use, antisocial behaviour, offending, substance misuse and complex needs.
• Experience of working with clients in a trauma-informed way with proven effectiveness.
• Demonstrate an understanding of statutory compliances and standards such as health and safety, equal opportunities, data protection, particularly within a residential setting.
• Demonstrate excellent customer service skills.
• Ability to develop good working relationships and rapport with residents and stakeholders.
• Using motivational interview techniques to produce and approach referrals, needs and risk assessments and support planning in a SMART manner.
• Knowledge of Psychologically Informed Environments (PIE).
• Demonstrable experience within local authority, voluntary, independent, charity or social housing sector.
• Successful track record of work with colleagues in order to achieve common goals.
• Working across agencies and / or partnership arrangements.
• Awareness of issues facing single people that experience homelessness or rough sleeping.

• Skills & Knowledge
  IT skills and 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 the issues affecting supported housing and vulnerable adult groups.
• Understanding of health and safety in a supported housing setting.

• Abilities
  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 the meaning of legislation, policy, guidance, research and information on best practice.
• Ability to work co-operatively to achieve goals.
• Ability to set up and work according to schedules.

• Personal Qualities
  Self-sufficient and highly organised with the ability to accomplish goals according to deadlines, and a flexibility and 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.
• Aware of own training and support needs.

Desirable Criteria

• Experience of using In-Form as a case management system.
• Qualifications relevant to supporting vulnerable adults.
• Full current driving licence.
• Successful track record in developing services in response to changing needs and demands.

Before starting this position, you’ll need to undergo a criminal record check by the Disclosure and Barring Service. You must be entitled to work in the UK.