> To creatively implement aspects of support plans ensuring that service users are fully involved, focused and outcome driven

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1 Job Title: Community Support Worker Service: Customer & Support Services Team: M25 Grade: 5 Overall Purpose of Job To work as part of a team to offer a community based support service for those people who have been affected by or at risk of homeless and socially exclusion. To enable service users to develop the skills necessary to successfully manage their home and lifestyle in moving towards life towards achieving a more sustainable lifestyle in the community. Main Responsibilities > To act as support worker for a nominated number of service users being responsible for their development of all related home management skills enabling them to move towards independence > To creatively implement aspects of support plans ensuring that service users are fully involved, focused and outcome driven > To ensure all activities with service users are compliant with robust risk assessments > To participate where required in reviews of service users progress > To work in a way which empowers service users enabling them to make positive choices and achieve excellent outcomes > Liaise across all M25 Group services and in a way which supports and promotes the organisational aims and objectives and promotes service user choice > To work effectively and professionally with key agencies to best meet the needs of the service users > To facilitate and promote life skills work with service users for example in the following: Harm minimisation Emotional and physical health promotion Making, attending and maintaining key appointments Healthy and nutritional eating and cooking on a budget Health and safety Health and Hygiene Home management Personal banking/income maximisation/budget management

2 > To facilitate and promote education, training volunteering and employment opportunities with service users. > To follow existing policies and procedures and have a positive input in establishing new ways of working > Write appropriate reports as required and be an effective communicator > To use IT equipment for the purpose of gaining and recording information, completing reports and communication > To ensure effective and professional communication within the team and across all Ongo Group Services > To work as part of a team to achieve relieve and assist those at risk of homelessness in line with organisational aims and objectives > To induct and support new staff and volunteers, sharing and promoting best practice > To ensure that all Fire, Health & Safety and other regulations & policies are observed and implemented > To work alongside service users to ensure their personal safety and security their homes > To actively encourage and support service users to engage in all aspects of home management and maximise benefits from the incentive schemes for reduced personal contribution payments > To work with service users where appropriate to develop a good nutritional diet and ensure there are sufficient provisions through liaison with the food bank resources > To assist service users to develop the interpersonal skills required in dealing with disputes with others appropriately > To contribute and participate positively in team / service meetings, 1-1 s (supervision), Bimonthly meetings and training / learning > To undertake general administration duties as necessary > To keep accurate statistical and monitoring information ensuring that all recording procedures are followed > To ensure that service users fully understand their licence agreements and comply with the terms therein.

3 > To support service users to gain independence make payment of their accommodation charges and follow financial procedures > To liaise with the relevant Community Support coordinator and the Property Development Manager in reporting maintenance faults/issues to ensure they are actioned > To encourage and support service users to access other services / attend meetings in accordance with their development needs assessment identified in their action plan > To represent the M25 Housing and Support Group in a way which is courteous, professional and in line with the organisational ethos > To promote a positive working culture and maintain professional boundaries at all times > To undertake any additional tasks as determined by the management team to assist in the delivery of the services > The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo s Safeguarding policies and procedures. Contacts & Relationships Close liaison with service users Liaison with other service areas within Ongo Liaison, as required, with external partners Decision Making - Discretion Day to day prioritisation of work. Work is performed within legislative, policy and performance guidelines set out. To deal with any risk to health and safety in an appropriate manner by either removing / reducing the risk, advising your line manager / on call manager or in emergency situations contacting the emergency services.

4 Decision Making - Consequences Decisions made by the post holder regarding property condition could affect the service user, the organisation and external agencies. Responsibility for Resources Responsible for personal equipment issued as part of the post. Responsibility to ensure that duties carried out meet the required targets. Work Demands Post holder will be expected to be able to transport themselves around locations as required. Ability to meet organizational deadlines with pre determined priorities. Ability to work flexibly and outside normal office hours including evenings and weekends. The post holder is required to undergo an annual DBS Enhanced check Physical Demands Operating within tenanted homes including climbing stairs. Extensive travelling within a defined area. Work in difficult conditions/properties. Working Conditions Mobility - vehicle Working outside will be required with lone working. Visits to service users, sometimes in challenging situations and circumstances, will be required. Will occasionally have to deal with potentially difficult customers in challenging situations. This may include dealing with abuse and aggression. Visiting properties that may be in a dirty and undesirable condition Will have the use of a mobile phone and other technology to ensure effective communication

5 Knowledge, Skill & Experience Required More than one years experience of working with Homeless &/or Socially excluded persons, in housing / support environment with experience of implementing support plans/developing participative experiences with service users To have a good understanding of home management and tenancy good practice Have an excellent awareness of Health & Safety issues Experience of writing clear effective and appropriate reports using a range of software programmes Ability to work effectively as part of a team and Ability to support, motivate and develop people with desirable experience of developing training programmes delivering experiential learning opportunities Ability to work in and deal with stressful situations and work on own initiative Health & Safety Operative To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately. Manager/Director To be aware of risks to personal safety, other employees, customers, company property and company reputation and to promote a culture of risk mitigation in the planning and execution of all tasks. Environment and Sustainability To ensure the environment and sustainability policies are understood by the post holder To promote the importance of considering the environment and sustainability in the role To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans Risk Management General appointment - To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks. Manager - To have an understanding of the organisations risk management process. To be able to identify, analyse and evaluate risks that may affect the achievement of service and organisational objectives. To manage and respond to risks appropriately.

6 Equality & Diversity To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board and committee members and all those we work with. To ensure all customers needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs. To treat everyone with dignity and respect at all times. Position in Organisation The post holder is not responsible for any posts. Does the post holder manage posts? No Does the post holder supervise posts? No