Out of Hours Concierge

Role Overview – What is it?

To join one of our Active Opportunity Pathway (AOP) services, working as part of the Support Team to help people experiencing homelessness and multiple disadvantage to overcome barriers to achieving greater independence.
The role is as part of our mobile / remote concierge service, which provides an additional layer of Housing Management / Support to our various un-staffed accommodation units across the area during out of hours (evenings, overnight, weekend) periods. This may also include some degree of static location working where resource scheduling requires.
An understanding of the support needs / behaviours of people experiencing homelessness is desirable. You will have the soft-skills necessary to be able to engage positively, effectively and appropriately to ensure great outcomes. 
You will be responsible for helping to keep our properties safe and secure during the night and supporting the residents. You will be responsible for controlling access to buildings, monitoring CCTV, dealing with emergencies, including anti-social behaviour (ASB) issues, carrying out health and safety checks and reporting on any events or concerns. 
While there are systems in place to support you, a substantial part of the role is lone working, and you will therefore need to be competent and confident when working alone. The position involves working 40 hours per week on a shift pattern. The role is a mobile one, with the provision of suitable company vehicle for use during shifts, which you will be responsible for (e.g. damage, legal / safe use) during this time.
You will be required to complete a report of any incidents / engagements during your shift; therefore, candidates must have good literacy and computer skills. Recording all entries accurately, to help the targeting and delivery of support for residents.
The role requires flexibility with working hours to meet the needs of the business. This is an integral role within a new team, offering you the chance to not only deliver life-changing support, but also help us shape and create a great service for those who need us most.

Main Duties – What needs to be done?

To ensure the safe running of the accommodation-based services for people experiencing homelessness and multiple disadvantage, offering support when required and ensuring that all residents abide by the rules of their license agreements. 

Intensive Housing Management 

• Ensure that all aspects of Health & Safety are abided by.
• Managing Negative Engagement between residents, explaining importance of responsibility to neighbours, issuing information/warnings, liaison with neighbourhood Policing / enforcement etc.
• Support residents to make informed choices about their drug and/or alcohol consumption and health and social circumstances.
• Seek to develop a relationship of trust with residents in order that they may address patterns of behaviour which could be harmful. 
• To support residents in line with their recovery plan and risk assessment
• Update support plans notes as required using THN digital systems. 
• Participate in handover at both beginning and end of shift to ensure effective communication with the wider support team.
• Monitor CCTV at various sites and address concerns in line with agreed protocol with the Supported Housing Manager, risk assessing concerns to determine attendance priorities.
• Ensure security of premises and residents throughout the shift, adhering to escalation policies for serious incidents and safeguarding concerns 
• Complete regular accommodation inspections, using the opportunity to help residents develop further independent living skills (e.g. reporting of repairs) whilst ensuring all necessary compliance and health and safety requirements are met.
• Carrying out inspections of rooms and undertaking minor repairs where possible and making appropriate arrangements to deal with all other repair and maintenance issues within agreed timescales and in accordance with license agreements and THN policies.

Support Elements:

• Employ a strength-based and trauma-informed approach to building trusting relationships with residents, recording all resident contact on digitised support plans.
• Use your knowledge and experience of working with those experiencing multiple disadvantage to identify risks, using that to help design mitigation strategies and inform coping mechanisms. 
• Uphold the highest levels of safeguarding awareness and protection for individuals, residents, colleagues and the wider community. Working within local frameworks to ensure policies and mechanisms are applied correctly.
• Maintain and regularly update accurate records of all support engagements, support plans, risk assessments and other support pathway elements, using them to support appropriate partnership working with local partner agencies. 
• Take time to engage pro-actively with all residents in the scheme, using the less formal engagements to help deepen the understanding and effectiveness of support plans and achievement of outcomes. 
• Work with the service manager and senior leaders to engage pro-actively with local multi-disciplinary and network groups, seeking to maximise outcomes for individuals and build added value into the service as a whole. 
• Manage your caseload of residents in an effective and dynamic way, ensuring all residents receive and engage with appropriate amounts and types of support for their needs.
• Act as a positive role model demonstrating THN’s values and behaviours  •    

Relationships – Who will I be working / engaging with?

• Internal – Other AOP service colleagues (e.g. support workers) / Maintenance and Facilities Teams / Head of Service and Senior Leadership Team / Residents. 
• External – The Police, Local Authority Commissioners and Housing Officers / Third Sector Partners / Statutory Partners (e.g. Police and Probation) / Housing Benefit Officers / DWP and Employment Partners etc.

Competencies – Who with and your skill level? 

• Hold a full UK Driving license and good driving skills.
• Able to work on own initiative.
• Able to work as an integral member of a team.
• Able to work shifts throughout the defined period and work unsocial hours.
• Must be able to establish and maintain constructive relationships with a wide range of people including providers in external agencies.
• Must demonstrate effective interpersonal and communication skills.
• Must have ability to maintain accurate client records.
• Must be able to respond flexibly to the needs of clients.
• Must have an understanding of the support needs of people who use THN services.
• Sound knowledge and experience of working with peoples experiencing homelessness and multiple disadvantage.
• An understanding of homelessness accommodation-based services.
• Knowledge of issues surrounding alcohol and substance misuse
• Knowledge and understanding of external local partner agencies.
• Experience of updating accurate support plans and risk assessments
• Demonstrable knowledge and experience of maintaining the highest standards of safeguarding for vulnerable individuals.
• Comfortable and familiar with working in a non-risk averse way.
• ICT skills and familiarity with digital support management systems, and personal abilities and focus on maintaining accuracy at all times.

General and Additional 

• The responsibilities contained within this job description are indicative, but not exhaustive. As the role develops, the requirements of the post may change, and as such the post is subject to review in discussion with the post holder.
• The post holder may be required to undertake other duties from time to time as the organisation may reasonably require which are commensurate with the grade of the post.
• The post holder shall comply with the organisation’s policies and procedures, ensuring appropriate actions and reporting protocols are followed at all times.
• The post holder shall attend regular staff or other related meetings, contributing positively where appropriate and relevant.
• A suitable company vehicle will be provided for use during shifts, which the post holder will be responsible for (e.g. pre-use inspection, safe / legal use) at all times during their shift.
• An Enhanced Disclosure is required for this position.