Milestone House Officer

5 Star Recruitment; East Midlands; On-site; GBP 21,000 - 32,000; Full time

Job summary

Derby Homes in Derby is seeking a dedicated Support Worker to assist residents in Milestone House emergency accommodation. You will provide guidance, crisis support and practical help to move clients toward stable housing.

You will maintain records, complete risk assessments, and work within safeguarding procedures while collaborating with MASH and other agencies to improve outcomes.

Responsibilities

• Be part of a team covering shifts at Milestone House emergency accommodation
• Work on a 7-day shift pattern with two shifts between 8am and 8pm
• Manage a caseload delivering advice, support, motivation and crisis intervention
• Deliver regular support sessions and review progress against targets
• Complete support plans and dynamic risk assessments within local procedures
• Build rapport using Behaviour Change and Motivational Interviewing techniques
• Safeguard vulnerable customers and follow Derby Safeguarding procedures
• Liaise with Milestone House Manager and Team Leader; coordinate with MASH
• Assist customers with income maximisation, benefits and required documentation
• Help customers manage finances, budgeting and debt issues
• Develop life and self-management skills and rights/responsibilities understanding
• Maintain accurate records and comply with reporting arrangements
• Uphold Derby Homes policies and professional boundaries
• Contribute to cleanliness and tidiness of the accommodation and related tasks
• Maintain knowledge of available resources and services for clients
• Support move-on planning and monitor progress
• Monitor CCTV and handle footage requests per data protection rules
• Escalate complaints appropriately and inform line managers
• Act as an advocate and attend off-site appointments when needed
• Provide early alerts on performance issues and potential fraud
• Represent Derby Homes professionally at all times
• Look for continuous improvement opportunities and exceed customer expectations
• Comply with health and safety procedures and complete requested training
• Demonstrate commitment to equalities policies and Derby Homes practices
• Undertake any additional duties commensurate with the role

Job description

To provide support and assistance to homeless people (including known rough sleepers) residing in Emergency Accommodation (Milestone House)

To support those people residing in the accommodation to move on to appropriate accommodation (and therefore contribute towards Derbys vision to eradicate rough sleeping in the city).

MAIN DUTIES AND RESPONSIBILITIES

(additional sheet(s) may be used as deemed appropriate)

• To be part of a team of staff covering shifts at the emergency accommodation provision based at Milestone House
• To work on a shift pattern that operates over a 7 day period, with 2 shifts operating between 8am and 8pm daily.
• To manage a case load that delivers effective advice, support, motivation and crisis intervention to customers in Milestone House
• To deliver regular and effective support sessions with customers, reviewing progress to ensure agreed targets are met
• Complete support plans and dynamic risk assessments for customers and review these in line with local procedure and defined timescales.
• To use personal skills and techniques in building rapport quickly with individuals, to include approaches such as Behaviour Change and Motivational Interviewing that increase the likelihood that engagement and change will occur
• To safeguard vulnerable customers at all times and where concerns are identified, ensure that Derby Safeguarding Adult Board procedures are followed.
• To liaise with the Milestone House Manager, Team Leader and implement an action plan around any identified vulnerabilities - working closely with the MASH team to safeguard those at risk.
• Maintain effective partnerships with key statutory and voluntary agencies
• To provide advocacy and practical assistance in maximising customers income, by assisting with benefit claims and checking that the required documentation/evidence that accompanies the claim is appropriate
• Assist customers with managing finances, including budgeting, debt issues, bank accounts and liaising with appropriate agencies.
• Develop and improve life and self-management skills for customers
• To ensure that customers within the Emergency Accommodation understand the terms of their tenure and their rights and responsibilities.
• Maintain accurate records (using manual and computer systems in line with protocols) on all aspects of the service.
• To ensure compliance with agreed reporting arrangements and provide management with the information it requires to monitor performance and service standards in accordance with Derby Homes policy and current legislation.
• Maintain professional boundaries in line with Derby Homes Policy in all dealings with customers, potential customer and past customers.
• To seek to provide an environment which provides an appropriate level of cleanliness and tidiness and to undertake other appropriate practical supportive tasks. These might include cleaning and tidying customers rooms, making beds, cleaning exceptionally dirty areas and soiled laundry.
• Develop and maintain a current working knowledge of available resources and services for clients, e.g. accommodation providers, opportunities for recovery, training and work, rehabilitation, local interest groups
• Employ the model of Person Centred Support to tailor a plan for move on to the next step in the customer accommodation journey.
• To monitor CCTV and be able to capture footage when requested to do so by the Milestone House Manager and in accordance with data protection principles.
• Where complaints are received ensure that the complainant has received the relevant information about the procedure and that the line manager is informed promptly and appropriately.
• Act as an advocate for customers, this may involve occasional attendance at off site appointments or interviews
• Ensure that Management is provided with early alerts in the event of poor or failing performance, or a suspicion of fraud, corruption or impropriety
• Act as an ambassador of Derby Homes by displaying a professional and responsible attitude at all times.
• Play a part in ensuring Derby Homes achieves its vision and business objectives.
• Look for ways to exceed customer expectations through a focus on continuous improvement.
• Comply with all health and safety procedures
• Participate in training as requested
• Demonstrate an understanding and commitment to the Equalities policies of Derby Homes
• Comply with all existing and any new personnel policies and practices implemented by Derby Homes
• Undertake any additional duties commensurate with the grading and level of the post