Support Assistant in Liverpool

Contract Type: Permanent

Salary: £26,227.50 per annum (Pro Rata)

Working Hours: 18.75 hours per week

Working Pattern: 6 week rolling rota including weekends & bank holidays

Location: Powerhouse, Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter.

The difference you will make as a Support Assistant:

• You will be key in the day-to-day running of one of our supported housing services.
• The priority in your role includes the safety and wellbeing of everyone in our accommodation, including our customers.
• Working with people who have a range of needs, you could be doing any number of things, from supporting customers in conversations with calls from their GP, Social Services, or benefits teams – to dealing with the emergency services including the Police and Ambulance, when the need arises.
• You’ll log all incidents to make sure we have an accurate record of events.
• When a customer leaves, you will clean and prepare their room, ready for the next occupant.

About you:

• Experience of working with people in a customer facing environment.
• An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addiction.
• Basic administrative and IT skills and attention to detail are required to maintain records and in-house systems.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 25 days holidays plus bank holidays (Pro Rata)
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability.

Role Profile:

Support customers using Psychologically Informed approaches and Trauma Informed Care principles to support our customers to make positive choices, develop new ways of thinking and take steps towards independence, by:

• Assisting in the planning and delivery of a range of personalised support and move-on plans.
• Understanding the risk management process and assisting the team to organise and undertake regular reviews of support and risk.
• Inspiring and motivating customers to meet agreed outcomes and develop life skills.
• Assisting customers with day-to-day support and tenancy‑related matters.
• Assisting the team to identify and promote opportunities for employment, education and training and support customers to access them.
• Signposting customers to appropriate external support services, such as food banks and other community resources.
• Supporting customers to be ‘tenancy ready’, enabling successful move on.
• Supporting customers to be financially independent through budgeting plans and maximising income.
• Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals.
• Empowering customers to move towards self‑management of their medication by following Riverside’s medication procedure.
• Maintaining and updating clear, accurate and strengths‑based records on the appropriate digital platform.
• Assisting in the promotion of customer involvement and consultation.
• Assisting with the delivery of a range of group work sessions.

Deliver a support service:

• Support the delivery of the referral process for new customers.
• Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy‑related support.
• Work with customers to maintain a safe environment, including reporting any repairs or health and safety concerns.
• Clean and prepare customer rooms as appropriate.
• Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with the safety of the service.
• Ensure customer safety by following local safeguarding procedures, recognising and acting on any risks and escalating appropriately.
• Contribute to and maintain local partnerships to ensure availability of a holistic range of support for customers.
• Carry out day‑to‑day administration and operational duties.
• Maintaining and updating financial administration systems including rent accounts, invoices, petty cash and banking.
• Assist in collating and submitting information returns on funding, health & safety and performance.
• Act as point of contact on the phone, reception and deal with a range of enquiries.

Other Duties:

• You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc.
• Deliver your role in line with Riverside company values – “Our Riverside Way”.
• Participate in team meetings, attend regular supervisions and reflecting practice sessions.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Additional Information:

• The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role.
• The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times.
• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role holder is expected to be committed to equal opportunities and to promote non‑discriminatory practices in all aspects of work undertaken.

Person specification:

• An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working in a team and communicating positively with other people.
• Experience of being able to organise tasks and plan accordingly whilst dealing with people.
• Be a team player with a caring, empathetic, flexible and have a resilient, can‑do attitude.
• Able to use initiative and have confidence to make decisions.
• Basic administrative and IT skills to maintain records.

• Experience of working with vulnerable and diverse customer groups or individuals with complex needs.
• Personal lived experience of either homelessness, rough sleeping, mental health issues or substance misuse.

About Us:

Riverside is one of the UK’s leading not‑for‑profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.