Waiting List Engagement Caseworker

3 months ago

Oxford, United Kingdom Elmore Community Services Full time

_Waiting List Engagement Role - Job Description_

**Purpose**

This new role is an excellent opportunity to work at the leading expert third sector organisation in Oxfordshire for working with people experiencing complex needs. The position has been created to be the first point of access for people who are on the waiting list for Floating Support Teams at Elmore. This role will work closely with the Referrals Managers and the Data Officer to gather data about need and monitor and improve the effectiveness of our referrals and waiting list processes. As this is a new post it may develop over time in accordance with the needs of the organisation, so the post holder will need to be flexible to such changes. The main duties will be:
**- To ensure that people on the waiting list for the Floating Support Team receive an excellent standard of support.**

**- To signpost and refer people onto non-Elmore services, and conduct some brief intervention work.**

The role sits with Elmore’s Floating Support Team (covering the Complex Needs, Mental Health, New Beginnings and Tenancy Sustainment services). This service provides high quality, bespoke, flexible and community-based services for people with mental health needs, and often other more complex needs such as substance use, homelessness, trauma or safeguarding. Empowerment, recovery and prevention will be the focus of all work, with the client’s needs and goals at the centre of everything we do.

The team at Elmore is creative, caring, passionate and light-hearted, sharing a wealth of knowledge and maintaining close working relationships with each other. You will receive excellent peer support and benefit from working to a team approach. We have the benefit of being able to draw on knowledge and support from within the partnerships that we are part of, including the Oxfordshire Mental Health Partnership, the Sexual Violence and Exploitation Network and the Homelessness Alliance.

**Hours, Salary and Location**
- 37.5 hours per week, days flexible and to be agreed. Occasional ‘on-call’ during evenings and weekends may be required, as clients may need support outside office hours.
- Salary £28,896.75 per annum
- 12 months fixed term contract
- Pension, with employer’s contribution rising to 5% on completion of probationary period.
- 25 days annual leave
- Location - our office base is Cowley, Oxford OX4 3UT, our services are Oxfordshire-wide.
- Reporting to: Floating Support Referrals Manager

**Key Responsibilities**

**Provide a high-quality service to clients**:

- Be the first point of contact for people on the waiting list for the Floating Support Teams at Elmore.
- Have in-depth knowledge of the eligibility criteria for all Elmore services, associated pathways and alternative provision.
- Offer support over the telephone, virtually, and sometimes in person to people on the waiting list through contact with the individual, or the referrer.
- Gather sufficient information to establish if a referral is still appropriate. This may include gathering more information from the person, or others supporting them, clarifying consent, and risk information.
- Where necessary, re-triaging to make sure that their referrals are being dealt with most appropriately by:

- Identifying the most appropriate Elmore service for the person.
- Identifying urgent referrals.
- Identifying when Elmore’s services are not appropriate, so that people receive a prompt response.
- Communicate outcomes to individuals and referrers and ensure people’s expectations are clearly set.
- Provide robust signposting, or onwards referrals for people over the telephone.
- Carrying out brief interventions when required, either by telephone or in person.

**Manage data and information**
- Maintain accurate and up to date records of referrals, needs and actions for services using the Elmore database and any other systems as required.
- Monitor numbers of referrals and length of likely wait times.
- Set up and produce reports about referrals for use internally and for stakeholders.
- Participate in monitoring the effectiveness of our referrals system and recommend and deliver improvements as necessary.

**External representation of Elmore**
- To build strategically important relationships with key stakeholders and partners.
- To speak to referring agencies about the different Elmore services, criteria and referral processes.

**Supervision, training, meetings and support**
- Attend regular supervision and participate in annual appraisals.
- Be proactive in reviewing and evaluating personal performance and identifying areas for improvement and development.
- Attend and participate in team meetings and other meetings as required.
- Person Specification_

**Experience**:
1. At least 3 years’ experience of providing support/care/treatment to help people change their lives in at least two of the following areas: mental health, complex needs, sexual exploitation, substance misuse, homelessness, d

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