Home Services Coordinator

**Special Conditions**: DBS disclosure at enhanced level is required prior to any offer of employment. (This post is exempt from the Rehabilitation of Offenders Act 1974).

Age UK Portsmouth (AUKP) is an independent charity which provides high quality and accessible services for adults and elderly people living in the City of Portsmouth. The charity generates funds through specific service provision contracts, charitable grants, donations, sales of age-relevant insurance, mobility support products, legacies and via statutory bodies.

**Purpose of post**:
The Home Services Coordinator plays a vital role in supporting the day-to-day operations of the Services department incorporating Gardening and Handyperson Services alongside The Help Around The Home (HATH) Service, all of which offer practical support to older people across Portsmouth and South-East Hampshire. All services enable older people to be independent and to remain within their own homes as long as possible.

You will be based in the Bradbury Centre, Kingston Road but will be conducting assessments in Portsmouth and SE Hampshire, so own transport, with clean license and business insurance is required.

**Function of the post**:
You will be responsible for ensuring the effective and efficient operation of the Gardening, Handyperson in the first instance, moving to support HATH Services in time. This role includes staff supervision for community-based staff including regular one to one meetings, record keeping (using our record management system, Charitylog) including scanning of job sheets, timesheets, general administration, compliance with quality assurance mechanisms and development of the services.

You will undertake all administrative tasks relating to the efficient running of the Gardening, Handyperson and HATH services. Maintenance, support, and ongoing updating of the Customer Records Database, which includes staff details including the monitoring of their sickness and annual leave, timesheet information, producing invoices, mailshot letters and communication as required by the Services Manager. In addition, using the Customer Records Database you will be expected to produce reports when requested.

To complete daily booking of gardening appointments, matching Service User requirements to the individual skills of the gardeners. You will be responsible for the Gardening and Handyperson staff’ work calendars/diaries via the charity’s CRM, Charitylog. You will complete daily reminder calls where required and ensure that appointments are filled in the event of cancellations.

You will be flexible, thorough, organised, and able to work by yourself making certain that all details gathered, as required during the initial service user assessment, are recorded correctly ensuring the appropriate service is offered as agreed with the service user.

You will work collaboratively with other members of the Home Services department to implement and uphold a strict, comprehensive recruitment, induction, and training process for existing and new Home Services staff. The Home Services Coordinator will ensure that administrative support meets current high charity standards and will establish weekly auditing/reporting processes for customer invoicing, payroll, staff timesheets and validation of expense claims. It will be essential to ensure timely collation of the Home Services income streams so that business viability can be evidenced at all times and immediately upon request of the Services Manager and Executive Team.

On occasions it may be necessary for the Home Services Coordinator to provide cover if the community worker scheduled to work is unwell and no other cover is available.

When required, attend a customer’s property to complete a quotation for a garden clearance or visit commercial properties to discuss requirements and draft quotes.

**Principal Accountabilities**:
To provide high quality support including:

- Coordinate, monitor, and line manage the recruitment, induction, and overall supervision of community staff, working to line manager specifications
- Excellent communication and feedback skills with the ability to work within a team, motivating and coordinating others
- Co-ordinate and administratively support the allocation of work to community staff ensuring that employee and service user contracts are appropriately in place
- Manage own caseload whilst liaising with external agencies including Adult Social Care, Community Teams and other voluntary sector organisations surrounding complex cases including potential safeguarding and finance issues
- Accept, handle and deal with concerns, complaints, and feedback from service users, implementing Age UK Portsmouth’s Complaints Procedure when necessary
- Work with Services Manager to determine, set and meet Key Performance Indicators (KPIs) for both yourself and colleagues.
- Develop full understanding of all Age UK Portsmouth service provision to support appropriate client referral