Holistic Recovery Case Manager for Complex Needs in City of Westminster

About the role

The post holder will work within the Passage’s Community Services as a Complex Needs Case Worker in the Engagement & Outreach Service. They will provide dual diagnosis expertise, and lead on case management for people with substance use support needs and/or mental health issues. The post holder will lead on work with clients who are experiencing alcohol and/or drug dependencies and who may also be experiencing mental health problems or other health or social care needs. This post entails working within the Resource Centre setting, as well as delivering our daytime street outreach service. Complex Needs Case Workers will be required to work in a creative and flexible way to engage with entrenched service users, which may involve working with them in a street-based setting, coordinating with other professionals and services, and managing challenging behaviour. The role will involve moving away from a model that treats health, addiction, substance use, and mental health separately, instead taking a holistic approach to working with service users who present with complex needs and without a straightforward route off the street.

Main duties

• To manage a caseload of clients presenting with complex needs, supporting them to identify and work towards recovery and away from homelessness.
• Carry out assessments, case management, support planning and the delivery of interventions for clients experiencing mental health and/or substance misuse issues.
• To work in collaboration with the outreach engagement workers, to provide assertive outreach and engagement with street-based service users presenting with complex needs and barriers to engagement.
• To refer clients to internal and external services appropriate to their needs.
• To maintain positive and effective relationships with partners to provide holistic support for clients with a multi‑agency approach.
• To provide expert advice and guidance to colleagues across the organisation in their work with complex needs service users.
• To work with people who are not ready to access treatment, to encourage and motivate them to consider options available to them, and to support clients who lack confidence/motivation to make positive changes in their lives.
• To deliver training and information to client facing staff across the organisation on topics related to substance use, mental health, and positive engagement.
• To work in a psychologically and trauma informed way with clients with complex needs to deliver thorough needs led assessments and harm minimisation, and offer accurate and effective interventions.
• To carry out a health focused outreach service across Westminster with the Community Intervention team, the statutory Outreach Service, and the Joint Homelessness Team (JHT).
• To liaise with other agencies, such as treatment and primary care services, and other community-based services in order to secure appropriate care and support for clients.
• To provide support to clients who are accommodated, but may require ongoing support in order to maintain this accommodation, linking them into appropriate local services.
• To work offsite as required, including accompanying clients to other services and appointments as necessary.
• To work within the Resource Centre in Client Reception on a regular basis, supporting the daily delivery and smooth running of the service alongside Community Services colleagues.
• To develop methods of working with people with dual diagnosis/complex needs in liaison with other members of the team.
• To develop, promote and facilitate informal group work sessions focussed on supporting clients to start to work towards recovery.
• To develop the service to meet the needs of this client group, responding to emerging needs, in conjunction with the Engagement & Outreach Service Manager and other members of the team.
• To ensure that all clients are offered health education information, including self‑help/mutual aid groups to enable them to make informed choices.
• To provide advice and support to clients to enable them to improve their health and wellbeing focusing on mental health, physical health and substance use.
• To link clients to specialist agencies, such as substance misuse, mental health services, welfare rights, advocacy, medical and legal services as appropriate.
• To ensure accurate and timely record keeping using the INFORM database as well as client files and ensure all record keeping is kept securely in line with GDPR protection.

General responsibilities

• In conjunction with your Line Manager to continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage.
• To participate in internal/external meetings as required, and attend training events, conferences and other functions as necessary.
• To participate in regular supervision and annual appraisal and help in identifying your own job‑related development and training needs.
• To ensure that all The Passage policies and procedures are being adhered to.
• To contribute to the effective implementation of The Passage’s Diversity and Equality Policy as it affects both The Passage and its work with vulnerable adults.
• To at all times undertake your role in a professional manner maintaining a high quality standard of work, and to always work in accordance with the aims, values and ethos of The Passage.
• Undertake any other duties that may be required which are commensurate with the role.

Desired experience

• Experience of working with vulnerable adults in a mental health and/or substance misuse setting and/or homelessness setting.
• Experience of assessing and working with clients with mental health and/or substance misuse issues and working to collaboratively to produce an agreed support plan.
• Experience of providing a sensitive and responsive service to clients in a psychologically informed manner.
• Experience of working effectively with external partner agencies, e.g. Police, Social Services, NHS, as well as housing providers and voluntary agencies.

Above all we are looking for inspiring and committed individuals who have a genuine desire to support people, and to help them to rebuild their lives.

Desired knowledge

• Knowledge of current mental health, substance misuse and dual diagnosis policy and best practice guidance.
• Knowledge of Psychologically Informed Frameworks.
• An understanding of the causes of homelessness and, in particular, the needs of people with multiple complex needs.

As a Vincentian organisation, The Passage strives to be inclusive; encompassing a diverse and rich culture from within our members, clients, volunteers and staff. This approach is reflected in our core values and it is important that all staff have respect for this.