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Telephone Support Officer

4 months ago

United Kingdom The Riverside Group Full time €27,343

Job Title: Support Officer
Contract Type: Permanent
Working Pattern: 7 day rolling rota. Salvesen House, Hackney
The difference you will make as a Support Officer
We believe in providing care and support to our clients that will enable them to make informed decisions about their life that will increase their sense of wellbeing: this might be greater independence, better coping strategies or a richer network and sense of self achievement. You will be working from one of our supported services providing support to our customers in a variety of ways. 
Use SMART goal planning to provide needs led holistic support
Provide a comprehensive support planning service to customers in line with the department’s policies, procedures, and approach
Ensure customers are fully informed of their rights and responsibilities regarding the service and are enabled and empowered to get involved in the running of the service through consultation and participation
Set up and maintain customer files and ensure that accurate and up to date records are kept of support provided to customers in accordance with HCS policies
Experience of working with vulnerable people with a range of needs in a support capacity
Excellent team working skills with a creative flair and ability to think outside of the box.
Housing sector knowledge including housing benefit applications
One Housing Group is now part of 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.
Competitive pay & generous pension 
~28 days holidays plus bank holidays 
~ Flexible working options available
~ Our Mental Health team is vital to helping us deliver on this vision. We work to transform the life experience of people with mental health support needs. The support we provide is delivered in a range of settings (like supported housing, assessment centres and outreach) and our customers’ support needs can include psychosis, forensic and personality disorders.
We believe in providing care and support to our clients that will enable them to make informed decisions about their life that will increase their sense of wellbeing: this might be greater independence, better coping strategies or a richer network and sense of self achievement. Diversity and Inclusion at Riverside:  
At Riverside, we value diversity in all its forms. Supporting Customers:
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:
Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate
Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances
Assisting customers with day-to-day support and tenancy-related matters
Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities
Signposting customers to appropriate external support services, including interventions such as food banks and other community resources
Supporting customers to be ‘tenancy ready’ to enable 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
Leading on support initiatives including Group Work
Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately
Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platform
Service Delivery:
Facilitate the referral process into the service and assess potential new customers
Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
Clean and prepare rooms as appropriate
Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
Develop and maintain local partnerships to provide a holistic range of support for customer
You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
You will be required to travel to different properties within the defined area as and when required
Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
Experience of delivering structured support and risk management
Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude
Knowledge of Psychological or Trauma Informed approaches to support
Experience of working in a care and support environment
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