Client Support Worker

  The Open Door (Taunton) Job Description    

  Client Support Worker  

The working hours for this role are 25hrs per week, 5 hrs per day including a half hour unpaid break. 

Salary Range: £18,000 - £19,500 (FTE £27000 - £29250) 

Contributory NEST pension 3% of pensionable pay 

MAIN PURPOSE AND SCOPE OF THE JOB 

To lead on the identification and delivery of support services required by clients of Open Door  

POSITION IN ORGANISATION 

Reports To: Charity Manager 

Responsible For: Client Support 

Budget Responsibilities: None 

Principal duties 

1. Take primary responsibility for client management within Open Door. 
2. Take the lead in administration and record keeping matters relating to client support and management.  
3. Take the lead in developing support plans for clients attending Open Door 
4. Provide support to the Charity Manager when required. 

1.  Day to Day Management of the Centre 

• Work with the staff team to help run the day-to-day services in a safe manner.  
• Help identify clients who are becoming agitated and help them to become calmer using de-escalation techniques. 
• In the absence of the Charity Manager, along with the Volunteer Administration and Volunteer Support Worker, be responsible for the safe running of the Centre.  

2. Client Support 

• Conduct assessments of the needs of new clients and offer clients the opportunity to talk about issues affecting them in a safe and non-judgmental environment. 
• Develop a support plan appropriate to the needs of each individual client. 
• Identify and take actions to improve a client’s wellbeing.  
• Signpost clients to services which are best placed to meet their needs.  
• Keep confidential records on new and existing clients. 
• Assist with benefit claims 
• Keep up to date records about the numbers of clients seen, referrals and sign postings to alternative services.   
• Produce regular statistics and reports on service use as required by the Trustees.  
• Help clients with any practical needs such as laundry, clothes, post, messages and phone charging. 

3 Helping Clients Move Towards Accommodation 

The Client Support Worker will provide 1-1 support with all aspects of finding and securing accommodation, including:  

• Accommodation searches and applications both electronically and by phone where appropriate. 
• Work with the Council Rough Sleeping Initiative team to enable clients to access accommodation. 
• Supporting clients moving into accommodation with starter packs, food parcels. 

4 Volunteer coordination 

• Provide support to the Administration and Volunteer Support Worker in their role providing administrative support to the Centre and coordination of volunteers.  
• In the absence of the Administration and Volunteer Support Worker (e.g. holidays) work with the Charity Manager to deliver the essential services required. 

5 Administration and record keeping 

• Set-up and maintain an electronic recording system for client records 
• Collate and analyse statistical outcome data pertaining to service users  

6  Working with Outside Agencies 

• Attend multi-agency meetings and share information with partner organisations (e.g. Somerset County Council and ARC) as required.  
• Work with Government statutory bodies (e.g. Police, Probation Service) while maintaining an appropriate level of confidentiality. 
• Work with the Charity Manager and the Administration and Volunteer Support Worker to signpost clients to appropriate agencies for medical support. 

7 Policies and Procedures 

The Client Support Worker will work in a professional manner within the Open Door’s agreed policies, procedures and ethos which include: 

Disciplinary Procedure  

Equality and Diversity Policy 

Health and Safety Policy Statement  

Health and Safety Arrangements  

Health and Safety Risk Assessments 

Safeguarding Policy 

Applying for a DBS check 

8 Any other duties 

The Client Support Worker will undertake any other duties not set out in the job description as requested by the Charity Manager in order to meet the objectives of the Charity. 

9 General  

The Client Support Worker will:  

• in the absence of the Charity Manager use discretion about not opening the Centre if the centre is not fully staffed but will inform the Trustees.  
• participate in annual appraisals with the Charity Manager and one Trustee. An appeal may be heard by another Trustee.  
• strive to maintain peaceful environment and will deal with incidents and emergencies in a calm professional manner.  In extreme circumstances clients may be suspended and the Trustees will be notified of this action. 
• be qualified to offer first aid and will operate under current Health and Safety Regulations  
• attend suitable training courses as agreed by the Trustees 
• be aware of Government policy on and current issues related to homelessness and will be knowledgeable about diverse backgrounds and disabilities  
• (including physical, mental, substance abuse, HIV/AIDS )    

Person Specification 

Skills

Essential

Excellent people skills 

Strong organisational skills 

Ability to communicate effectively, in writing and in person, with clients, colleagues and partner agencies 

Ability to work unsupervised, use own initiative and problem solve 

Ability to work under pressure, prioritise and deal with stress 

Understanding of professional boundaries, accountability and confidentiality 

The ability to work with people exhibiting challenging behaviour. 

Desirable

Excellent IT skills 

Personal Qualities

Essential

Warm, outgoing and able to relate well to others, a team player 

Energetic and able to multi-task 

Reliable and flexible 

Caring and patient, able to empathise with clients 

A practical, forward thinking, positive attitude 

Commitment to own personal development 

Strong work ethic 

Passionate about tackling homelessness and committed to working for the welfare of clients 

An ability to represent Open Door appropriately, and work professionally with external agencies 

Experience

Essential

Experience of care and support systems for homeless people or similar vulnerable groups, including key working, harm reduction, planning, risk management and joint working. 

Experience of conducting client assessments and interviews. 

Working effectively in a team. 

Desirable

Knowledge of statutory services that vulnerable adults may need to access. 

An understanding of the issues affecting homeless people, based on your own experience of homelessness, professional work or voluntary experience. 

Working with people with mental health and/or substance misuse issues 

Relevant recent experience, paid or voluntary, working with rough sleepers, vulnerably housed people or other adults with support needs.