Client Coach

5 months ago

Rhyl, United Kingdom RCS (Rhyl City Strategy) Full time

**Background**

RCS delivers a range of services to help people enter, sustain and progress in employment, with the overall aim of reducing unemployment and improving individual wellbeing and employability.

**Job Purpose**

The Client Coach works as part of a dedicated team to provide holistic, tailored, individual support for RCS clients.

You will manage a caseload of clients, who are facing a challenge in entering, sustaining or progressing in employment as a result of their health needs.

You will work collaboratively with the client to shape an individual action plan, and will use a coaching approach to support them to meet identified goals, working with a range of stakeholders as required.

**Key responsibilities**:

- Provide empathetic, person-centred and holistic support to a case-load of clients;
- Hold face-to-face meetings with clients in suitable community locations (or remotely where clients prefer) to identify their needs, and create collaborative action plans aimed at meeting employment / health goals;
- Provide ongoing support and mentoring to ensure clients are engaging effectively with the service and working towards identified goals;
- Signpost to appropriate complementary support to address clients’ wider social needs, eg housing, childcare, transport etc;
- Work with a framework of contracted providers to deliver specialist support to clients where required, eg therapeutic support or employment law advice;
- Build relationships with key stakeholders in the health and business communities to generate referrals into the service;
- Liaise with employers as required to negotiate adjustments, return to work strategy and on-going contact to ensure job retention;
- For clients seeking employment, source job opportunities through rapid tailored job search and regular contact with employers, negotiating opportunities that meet each individual’s strengths, needs, abilities and preferences;
- Maintain effective communication with other stakeholders involved in the client’s support plan (with appropriate consent) to ensure cohesive and joined-up service delivery, e.g. GPs, therapists, support agencies;
- Ensure effective case management, using a centralised Client Relationship Management (CRM) system to maintain accurate and up-to-date case notes to support monitoring and reporting;
- Support the promotion of the service through attending meetings, events, conferences and workshops;
- Provide active contributions to internal and external meetings and events;
- Contribute actively to continuous service improvement, working with colleagues to share and embed good practice, to identify challenges and risks, and to develop and deliver appropriate solutions;
- Actively participate in own continuous professional development;
- Maintain professional boundaries at all times;
- Work within the boundaries of GDPR and other relevant legislation or guidelines when dealing with client and employer information;
- Proactively contribute to the efficient and effective flow of work and communication between RCS teams;
- Participate actively in opportunities for continuous professional development;
- To work proactively in line with RCS’s company values - Responding, Connecting and Supporting;
- To work to our quality management system in order to ensure a consistent and quality service for clients;
- Any other duties commensurate with the role as required.

**Person Specification**

Good standard of educational achievement

Proven track record in designing and delivering high quality and effective customer focussed solutions, preferably in an employment support setting;
Experience of working with people with mental health issues or a similar service user group

Experience of managing a case load of clients/customers;
Knowledge of disability and special needs issues, policies and legislation in relation to employment

Good understanding of the principles and practice of supported employment

Able to use IT and tools such as MS Word, Powerpoint and Excel

A clear understanding and commitment to equality issues and challenging discriminatorypractices

Flexibility to travel within the region

Flexibility to working out of ‘normal office’ hours.

Highly developed communication and interpersonal skills at all levels, particularly coaching,negotiating, active listening and influencing

Team orientated, with ability to work collaboratively within a mixed-disciplinary team

Creative, flexible and innovative in approach

Able to work independently and use own initiative

Good time management skills, with ability to work well under pressure

Maintain effective and organised administration systems

Empathetic, non-judgemental and trustworthy

Passion and drive to make a positive difference to people's lives

Positive mindset and motivational to others

Resilient and tenacious in the face of setbacks and challenges

Conscientious and reliable

Commitment to learning and willingness to engage in opportunities for c

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