SCHCADS 2010; Colony 47 Inc. EA 2017 Schedule A Community Services Employee Level 5.1

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1 POSITION DESCRIPTION Complex Case Support Worker, Housing Connect Emergency Support Program Division: Program: Award, Grade and Level: Employment Conditions: No. Direct Reports: Reports To: Location: Housing Solutions Housing Connect Emergency Support Program SCHCADS 2010; Colony 47 Inc. EA 2017 Schedule A Community Services Employee Level 5.1 Full Time Preferred Nil Housing Connect Emergency Support Program (ESP) Coordinator Throughout Hobart and Southern Tasmania Revision Date: December 2018 Staff member signature:... Position Objectives The Housing Connect ESP Complex Case Support Worker has the operational responsibility for the day to day delivery of case management and related duties in accordance with the Housing Connect service framework. Managing a case load of 10 to 15 clients, the Complex Case Support Worker will: Effectively deliver a range of services within the objectives of the Housing Connect service system; Support individuals during primary homelessness through provision of intensive practical support, crisis intervention, case coordination, case management and planning through assertive outreach to individuals and families, where they are located; Provide essential skills, knowledge and support services to assist clients to achieve independence from the housing and homelessness support system; Provide intensive specialist crisis interventions and support to individuals currently sleeping rough and requiring intensive support through immediate crisis; Support the Housing Connect team to deliver the range of services offered. Program Objectives Colony 47 is the Southern Lead Agency for Housing Connect, providing intake, assessment and support services to all people experiencing or at risk of homelessness in Southern Tasmania. Housing Connect is the primary entry point into housing and homelessness services throughout Tasmania. Housing Connect provides a generic service assisting people from all backgrounds. The Housing Connect team provides services across the fields of:

2 Private Rental Access Support (PRAS), including: - Bond and rent assistance - Arrears support - Advocacy - Early intervention Housing and homelessness crisis intervention and support referral, including: - Provision of brokered emergency accommodation, goods or services to support the presenting needs of people experiencing or at risk of homelessness - Coordination of accommodation and support services for ongoing case management Social Housing assessment for entry into public and community housing options; Specialist response for people experiencing primary homelessness and working with cases that have high complexities; Information, advice and referral and liaison between services and workers. Organisational and Working Environment Colony 47 is dedicated to support people to achieve their goals in life. We are committed to upholding our Vision of creating a thriving, connected and diverse community where no-one is left behind. To be successful in our dealings with our colleagues and the community, all employees are required to act in accordance with the Colony 47 Values: People First; Community; Leading & Creating a Legacy; Learning & Growing; Grounded and Real; and Happy, Healthy & Having Fun. Code of Conduct All employees of Colony 47 must abide by the Colony 47 Code of Conduct. Health and Safety: All employees of Colony 47 must be aware of and comply with requirements of the relevant Workplace Health and Safety legislation and associated regulations. This includes taking responsibility for your own health and safety and that of others in the workplace and complying with Colony 47 health and safety policies and procedures. Annual Performance Review An annual performance review will be conducted using the Colony 47 Performance Management Process and is based on the Position Description. Work Review Records will be conducted at interim periods. The successful completion of both these processes is the responsibility of the employee and their manager. Enterprise Bargaining Agreement Employees are covered by the Social, Community, Home Care and Disability Industry Award 2010 and the Colony 47 Incorporated Enterprise Bargaining Agreement Level of Responsibility and Supervision The Housing Connect Complex Case Support Worker reports to the Housing Connect Emergency Support Program Coordinator, with a high degree of autonomy within the key tasks and duties.

3 Key Tasks and Duties As a member of the Housing Connect team, the Complex Case Support Worker s responsibilities include: Service Delivery: Supporting the DHHS Housing Connect reforms, Colony 47 change management processes and continuous quality improvement in accordance with the broader organisational strategic plan and Housing Connect objectives; Providing responsive, strength-based case planning and case management, solutions-focused counselling and advocacy for clients experiencing barriers to obtaining and maintaining independent accommodation; Accurate, up-to-date data and case files are maintained for all clients in accordance with KPIs and procedures using the SHIP database, Outcomes Star and other case management tools; Adhering to the Outcomes Reporting to enable better measurement and tracking of clients pathways through the Housing Connect system, and to demonstrate achievement of the Department of Communities funding targets; Delivery of flexible client support in accordance with the Housing Connect Support Model and within the service s referral quota; Provision of client referrals to generalist/specialist services as required; Representing the service and Colony 47 in networking, policy and planning forums with government departments and other community organisations as required; Exercising high levels of discretion and professional judgement in areas where procedures are not clearly defined. Organisational and Team-Based Responsibilities: Actively contribute to the Housing Connect service development including supporting change management and quality improvement processes as directed by the Housing Connect Coordinator and Housing Solutions Manager; Contributing to a positive, respectful and healthy team environment through: - Leading with the Colony 47 Values, Code of Conduct and Service Charter - Presentation to the team of information gained through training and professional development activities, sector forums and network meetings - Supporting training of new staff and supervision of students on work placements - Appropriate use of team resources Performing other duties associated with Colony 47 Housing and Homelessness Support Services as required by the Housing Services Manager and the service s Coordinator.

4 Position Requirements Knowledge: Knowledge of and experience in working with issues pertaining to people experiencing homelessness, and social and economic challenges. Up-to-date knowledge base of relevant housing information, available client resources, service providers and referral points in the community sector; Knowledge of the local housing sectors including private, public and community and social housing and other relevant community service and client support providers including Commonwealth, State and Local government(s); Knowledge and understanding, or an ability to acquire knowledge and understanding of the: - The National Affordable Housing Agreement - National Partnership Agreement on Homelessness - Housing Tasmania, Better Housing Futures and other relevant government housing initiatives and programs. Knowledge of The Privacy Act 1988, The Residential Tenancy Act 1997 and other relent legislation; Ability to acquire a comprehensive knowledge of policies, procedures, the organisational quality systems and services of Colony 47 Inc. Qualifications: Relevant degree with relevant experience; or Associate Diploma with substantial experience; or Less formal qualifications with specialised skills sufficient to perform at this level attained through previous appointments, service and/or study. Experience: It is desirable that the Complex Case Support Worker has experience, or is able to demonstrate their ability to quickly develop the skills necessary, in the following areas: Working as an Outreach Case Worker within the community services sector; Conducting strengths-based, crisis and in-depth client assessment against a set criterion; Working within a team environment to contribute to the setting of priorities and achievement of organisational and individual aims and objectives; Acting in an advocacy role for community service clients; Appropriate use of professional judgement in challenging situations when working alone or unsupervised; and Case management of clients with complex issues. Additional Requirements: Maintain a current full Tasmanian driver s licence;

5 Maintain a current satisfactory National Police Check; and Maintain a satisfactory Working with Vulnerable People card. Key Selection Criteria 1. Highly developed interpersonal skills including assessment, conflict resolution, negotiation and the ability to work with various client groups, especially the primary homeless, in a positive and effective manner; 2. Demonstrated contribution to building and maintaining a positive, healthy and respectful team environment; 3. Highly developed verbal and written communication and analytical skills, including report writing and recording case files; 4. Ability to deliver a solution-focused client service within a case management framework; 5. A sound knowledge of, and experience within the housing support services, supported accommodation and/or residential services within the community services sector; 6. Ability in exercising initiative, discretion or professional judgement within the constraints of organisational policy; 7. Knowledge of the Residential Tenancy ACT 1997 and The Child, Young Persons and their Family Legislation. 8. Highly developed knowledge of primary homelessness and the social housing service system, particularly the homeless accommodation sector. Relevant experience in a primary homeless and outreach service environment is required. A sound knowledge of, and experience within the housing support services, supported accommodation and/or residential services within the community services sector.