ROLE PROFILE. Resident Coach. About LCH. About the department RESPONSIBLE TO: RESPONSIBLE FOR: Assistant Resident Coach (1 or 2) HOURS OF WORK:

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1 ROLE PROFILE Resident Coach RESPONSIBLE TO: Support Services Business Manager RESPONSIBLE FOR: Assistant Resident Coach (1 or 2) HOURS OF WORK: SALARY: LOCATION: About LCH 37 hours per week agile working/flexible working pattern, to meet needs of residents 26,000 to 30,000 per annum Floating support to meet needs of residents, travelling around hostels (Luton and South Beds) At Luton Community Housing (LCH) we pride ourselves on being a great place to work, where everyone feels fairly treated and enjoys their work in a welcoming and friendly environment. We re a not-for-profit housing association that has been providing affordable housing in Luton and South Bedfordshire since Our services don t stop there. Our mission is HOMES SUPPORT HOPE - as well as providing housing for our residents we firmly believe in proactively supporting them to improve their lives. Social Housing is an increasingly scarce resource, much needed but only a small percentage of the population are lucky enough to be able to access it. LCH sees its tenants and residents as individuals who have choices, although at the time they come to us they may not be aware of that. That s why we call them residents. Perhaps that s where the analogy ends as LCH does not want to retain the same residents for ever. We want them to come to us, benefit from our services and at some future date, move on, in a way that suits the individual customer. LCH refuses to stand still and our ambition coupled with a compelling strategy is part of the momentum that carries us forward. We want to work with like-minded people who believe in our values and like to get things done. About the department Supported Housing is a vital part of LCH providing support to Luton residents living in our temporary accommodation and shared accommodation, including supporting, coaching and empowering residents in a secure and stable environment. With the appropriate support this helps residents to achieve their own potential and make a smooth transition to independent living in the community.

2 About the job Supported Housing is a crucial part of the business. As a Resident Coach you will be the primary supporter for residents, supported and assisted by 1 or 2 Assistant Resident Coaches to deliver the best possible outcomes for our residents; utilising psychologically informed ways of working to provide a service which is flexible and adaptive to the changing needs of customers and the team. You will be part of a self-managing team of Resident Coaches working collaboratively to provide intense therapeutic support. Working with the Luton community support groups, LBC and partner agencies, you will be providing a safe environment in which to build residents confidence and promote opportunities for positive change. These are the things you will need to do in your role. You may be asked to achieve additional objectives and tasks, as part of your own personal development or as the role evolves: KEY RESPONSIBILITIES Comprehensive delivery of the service to residents, including provision of a core management service responding to your residents enquiries as the main point of contact. Work in a psychologically informed way: to coach residents in a flexible and adaptive manner, appropriate to their individual needs. Working collaboratively with the Resident Coaching Team: to support each other to ensure that residents always receive a consistent standard of positive attitude and appropriate behaviour in the delivery of the service. Carry out holistic assessments of new residents following referrals, devise and implement support plans and risk management plans. Conduct coaching sessions on a regular basis. Undertake group and one to one interventions with residents of a specialist nature (e.g. CBT informed interventions, motivational interviewing or psychoeducational group or harm minimisation interventions. Facilitate reflective practice sessions with the team with regards to supporting residents with complex needs. Utilise knowledge, skills and experience to recognise difficult or challenging resident situations and use appropriate skills to support colleagues to influence and bring about positive change to the residents behaviour.

3 Ensure residents are fully informed of their rights and responsibilities regarding the service, and are enabled and empowered to participate in service improvements. Undertake the responsibilities associated with people management in supervising Assistant Resident Coaches. Deputise for the Support Services Business Manager, as required. Provide cover for other Resident Coaches, as required. Ensure child protection and safeguarding policies and procedures are adhered to reporting any concerns as required under legislation and Local Authority procedures. Understand and follow LCH s policies and procedures, including Health and Safety, DBS, Fairness and Business Continuity Planning. ACCOUNTABILITY OF THE JOB HOLDER Fully and consistently contributing to team discussions and supporting team members Constructively challenging practice and procedures Transparent autonomy through business planning and appropriate measurements Setting Performance Framework, including reporting and review, agreed with the Support Services Business Manager and Strategic Management Team Outcomes performance that is aligned with corporate values and objectives Self-assessment of performance against agreed corporate framework.

4 About you You ll play an important role in LCH both now and as we develop and grow. LCH is searching for innovative ways to enable as many people as possible to benefit from our limited housing resource. You ll enjoy working with people and have a passion for doing a meaningful role. We need people to join a small team of like-minded individuals prepared to attempt something new, who are committed to meeting the needs of our residents through delivery of high quality psychologically informed services. With a support services background, you ll be a rare individual who is capable of marrying strong self-management and administrative skills, with empathy and support for individuals, yet tough when needed. Principles of the job holder Essential Personal Responsibility: high class customer service and customer care through continued personal development; selfreflection and understanding of own motivations and behaviours; utilising skills developed to contribute to growth in others What Matters Most: customer centred business engagement Head and Heart: blend of strong social purpose with astute business practice Collaborative: cross-function knowledge sharing, proactive communication Insight: the way intelligence is gathered and applied Impact: the evidenced/evaluated actions that make a difference and enable positive outcomes for residents and the business. Desirable / Added Value

5 Education/ Excellent well-rounded further education demonstrated by its Qualifications application to a business/customer environment Prepared to study towards a relevant qualification in the area of expertise (e.g counselling, psychology, nursing or social work) Knowledge/ Evidence of community- based work/volunteering/ Experience activity/social enterprise Experience of any social care or housing related sector Working with vulnerable people Providing support & capacity building Experience of providing one to one or therapeutic group work Awareness/understanding of social issues such as homelessness, well-being, support services, affordability Evidence of interpretation & analysis of data/information/surveys to identify trends & activities Experience line-managing staff or volunteers Work in a customer centred environment Skills Developed Emotional Intelligence (EI) Psychological insight Diversity/equalities Empathy Personal resilience Coaching, listening skills Mediation/conflict resolution skills Membership of professional or voluntary body/organisation A relevant qualification in the area of expertise (e.g. counselling, psychology, nursing or social work) Membership of socially focused organisations, third sector/charity Local services Awareness of business/commercial values & insight, value for money Knowledge of welfare rights, welfare benefits Project management Confident with social media Managing budgets Awareness of public sector funding Written/introduced policies & procedures

6 Other Requirements Excellent communicator - building trust Creative thinker, problem solver Confident, commercially-minded decision maker Business skills or awareness Presentation skills Self-motivated/accountable Self-management/ collaboration with others Agile working Planning skills Excellent literacy Good IT literacy, digitally inclusive A full clean UK driving licence and access to own car for work.

7 About your journey with us We work really closely with our values at LCH and have a way of doing things to make sure we are all travelling in the right direction. We call this The Navigator. It s how we create a great place to work, provide the best possible service to our residents, and build ourselves enjoyable and rewarding careers. We ve built this on four key themes: In particular you ll need to be the sort of person who: Understand: is consistently approachable, friendly and welcoming, adapting to individuals from different backgrounds and cultures. Grow: takes ownership for meeting deadlines by prioritising, planning and organising work whilst listening to others and valuing their input; is accountable for your decisions and actions, challenging yourself to go beyond the comfort zone. You ll also thrive on networking and building relationships.

8 Recognise: delivers what you say you will, gaining credibility by being calm, capable and confident, reliable and punctual; treating residents and colleagues with genuine respect. You ll communicate clearly, showing warmth and respecting others preferences for a way of communicating Deliver: ensures that what we do makes business sense, so we can achieve our goals; showing your enthusiasm and passion for what LCH does and our values, providing the highest possible standard of service to residents. About our ways of working The Navigator behaviour framework helps us to check that our ways of working exemplify our values. This is important in looking at our performance As part of your journey with us you ll have a Personal Review Framework in place to help you work to our values both corporate and personal, take ownership for what you do and deliver on your promises.