Duty Worker – Hestia House

Closing date: June 24th, 2024

Job Title:

Duty Worker

Responsible to:

Service Manager

Responsible for:


Hours of Work:

37.5 hrs (Mon-Friday 9-5) 


YMCA Together Hestia House, South Liverpool

Salary and benefits:


  • 33 Days Annual leave including bank holidays per annum
  • Paid Medicash support
  • Birthday Day
  • Charity Day
  • Spiritual Day
  • Well-being Hours
  • Cycle To Work Scheme
  • Refer a Friend Scheme
  • Company Pension Scheme 4%
  • Funded Training Opportunities

Shortlisting and Interview Dates

Shortlisting W/c 24th June 2024

Interviews on the 4th of July 2024

YMCA is a registered charity and company Limited by Guarantee. We were founded in 1846 and so we build on a long history of providing a place for people experiencing challenging times in their lives.

YMCA Together is a truly value driven organisation.

Our vision is that everyone should feel safe, understood, empowered and positive for their future. We meet our vision by working within our values of Strength, Humility, Respect, Empathy and Kindness. These SHREK values run through all that we do from recruitment to how we work alongside people in our services to our partnership approach with other providers.

Our clear vision and values come together to help us in our mission to inspire and support people to change their lives by instilling hope, valuing the person and maximising potential.

Job Purpose

Duty Workers will assist the Care & Support team in the day-to-day management of the service, focusing on supporting the effective management of reception. Greeting visitors and managing visitors’ proceduresThe Duty Worker will be the first point of contact for resident and agency enquiries, providing excellent customer service and prioritising any tasks to be handed over to the care and support teamThe Duty Worker will also deal with telephone queries and will support the team with completing daily duties and tasks throughout the building. 

Hours of Work

The home will be staffed 24/7 and the post holder will be working working Monday to Friday 9-5.

Duties and responsibilities

  • To ensure the effective management of the reception area 
  • To build supportive and therapeutic relationships with residents, dealing with resident enquiries and prioritising actions that arise 
  • Management of the visitors’ procedures; greeting visitors, family members and agencies  
  • To provide excellent customer service, dealing with telephone queries and ensuring excellent communication with partner agencies 
  • To ensure that any administrative duties and daily paperwork is completed  

Customer Service

  • Build excellent relationships with our residents who have a wide range of complex and challenging support needs NB Post holders must be willing to support residents who display challenging behaviour, including verbal aggression 
  • Assisting service users with their day to day enquiries 
  • Greet agencies attending the service and build excellent relationships to support partnership working 
  • Excellent communication skills to deal with telephone enquiries and priorities to the team any return calls or actions to be completed 

Resident support and Engagement 

  • Be a first point of contact for resident enquiries at reception, prioritising support and helping Care & Support Workers throughout the shift 
  • Provide a safe, welcoming environment with excellent standards and an ethos of service delivery that encourages residents to engage with the team and service 
  • Use a therapeutic approach to work alongside our residents, understanding their individual needs and risks 

Multi Agency Working 

  • Working closely with agencies and statutory services to ensure wrap around care for our residents including health, mental health and substance misuse services 
  • Encourage service users to engage with external agencies and allocated key workers 
  • Understand and get to know who are the key contacts for residents particularly those regularly visiting the service

Administrative Duties 

  • Maintain accurate up to date electronic and written records and ensure daily paperwork is completed in a timely fashion  
  • Deal with feedback from service users and external agencies, keeping appropriate record
  • Ensure messages and calls are handed over and dealt with appropriately 
  • Update resident records using MainStay and DAVE computer systems, including serious incident reporting, safeguarding records and more 
  • Provide clear, comprehensive and accurate information on handovers to the team making recommendations where appropriate 

Health and Safety 

  •  Liaise with all emergency services 
  • Ensure at all times the safety of yourself and others on the premises in which you work 
  • Conduct Health and Safety checks as required 
  • Report, log and communicate all incidents to the appropriate people 
  • Conduct welfare checks as specified during your shift 
  • Adhere to all resident checks, handover and Incident process 
  • Ensure adherence to YMCA Together visitor’s policy and procedure 
  • Attend to the fire panel in the event of the fire alarms being activated and the recording and following up of information. 



The post holder will be required to have contact with a variety of people during the course of their work.  

Supervision and regular work review with line managers is an operational requirement, as is attendance at training and team meetings. 

It is recognised that the association is operating in a dynamic environment and as such this job description may be varied in consultation with the post holder to reflect evolving needs of the business and changing nature of the job 

Person Specification – Duty Worker



  • Educated to Level 2 Numeracy and Literacy 


  • Qualification in care or support related area 
  • Qualification in IT



  • Experience of working in accommodation-based support services, care homes or similar
  • Experience of partnership working 
  • Working experience of maintaining up to date electronic records and calendars  


  • Experience of Care Work 
  • Experience working in a therapeutic environment 
  • Experience of resident support plans and risk assessments



  • An understanding of complex needs in relation to homelessness and mental ill health 
  • Knowledge of safeguarding  
  • Knowledge and understanding of how to deal with challenging and chaotic individuals 


  • Knowledge of health interventions Knowledge of welfare rights 



  • Customer service skills and telephone manner 
  • Computer literate, competent in working with Microsoft word, outlook, windows 
  • Excellent communication, engagement and interpersonal skills
  • Excellent organisation and administration skills 
  • Negotiation/ mediation skill


  • De-escalation techniques & managing challenging situations 



  • Committed to improving the lives of people with complex needs
  • Committed to own personal development and CPD planning
  • Creative and dynamic approach with the ability to “think outside of the box” when providing solutions
  • Energetic, highly motivated with a reputation of being held in high regard by peers
  • Excellent interpersonal/ communication skills
  • Excellent negotiation/ mediation skills
  • Committed to own career development
  • Ability to work within & have commitment to YMCA ethos, philosophy and SHREK values, Strength, Humility, Respect, Empathy and Kindness
  • Energetic, dynamic and self-motivated

If you would like to apply for this role please click here APPLY NOW

To download a copy of our application form, please click HERE

If you would like to apply not directly through the website, please email your completed application form to recruitment@ymcatogether.org.uk