Night Customer Support Officer

Closing date: May 27th, 2022

Job Title:

Night Customer Support Officer

Responsible to:

Service Manager

Responsible for:

N/A

Hours of Work:

38.6 hrs per week – 4 on 4 off

Location:

YMCA Lister & Ullet Road, Liverpool

Salary and benefits:

  • £20,766 per annum
  • Holiday entitlement is 25 days plus 8 bank holidays
  • Company Contributory Pension Scheme
  • Medicash

YMCA Together 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

To assist in the provision of effective, high quality support services to vulnerable, homeless adults with the aim of promoting independent living.  To assist residents to engage with support activities such as key working sessions, group work sessions, resident meetings and other activities that promote development.


Main Responsibilities

  • To work as part of the Night Support Team
  • To provide an accommodation-based support service to people within a psychologically informed environment that is underpinned with a Trauma Informed Care approach on waking night shifts
  • Assist with room checks and support residents in the management of their room and relationships with others and to report any health and safety issues
  • Assist the Support Worker with new resident welcome as required into the service and with conducting risk assessments of residents
  • Motivate and support residents so they realise their goals
  • Encourage involvement and participation amongst residents in the running and shaping of the service
  • To conduct Mainstay assessments
  • To maintain and update residents electronic records and rent payments on AMIS Housing Management System
  • Provide clear and accurate information in respect of all residents in line with agreed procedures such as daily handovers ensuring that appropriate information is communicated with the team.

Specific Duties

  • Undertake initial needs & risk assessments
  • Preparation of room prior to move in being completed
  • Carry out induction to all new residents of the service
  • Completion of housing benefit application and YMCA Liverpool & Sefton License Agreement
  • Complete the welcome process to the service – which may include supporting with the preparation of food & drink
  • Carry out evening welfare checks in during every shift
  • To monitor residents emotional & mental wellbeing
  • To socially engage with residents outside of designated timetabled activities to reduce social isolation & promote inclusion
  • To deal promptly with all serious incidents, complaints and safeguarding/abuse disclosures
  • To creatively support and engage with residents that have a wide range of complex and challenging support needs
  • To monitor rent & personal service charge payments using housing management systems
  • To support & facilitate residents move-on from the service
  • Assisting service users in their personal hygiene and of their room
  • To support in the turning around & cleaning of void rooms within limited timescales.

Health & Safety

  • To liaise with all emergency services when necessary
  • Ensure at all times the safety of yourself and others on the premises in which you work
  • To conduct nightly Health and Safety checks
  • To report, log and communicate all incidents to the appropriate people in line with YMCA Liverpool & Sefton’s license agreement
  • Tackle any nuisance caused by residents’ behavior or their visitors, including the consequences of continuing with anti-social behavior
  • Conduct welfare checks as specified during the shift
  • Ensure adherence to YMCA Liverpool & Sefton visitor’s policy and procedure
  • To adhere to all risk management protocols
  • Ensure that risk assessments are updated
  • Assisting service users in their personal hygiene and of their room
  • Conduct landing, welfare and observation checks as specified throughout the shift
  • Ensure that all communal and outside areas are clean and tidy
  • Cleaning and general tidying of the following areas; main office, reception area, main lobby, staff kitchen and facilities along with additional cleaning as required at weekends
  • Completion of daily task sheet after each shift.

Teamwork

  • To share information and expertise with the team, covering absence, and working together to provide a high-quality service
  • To contribute to the formulation of policy and procedures in relation to support services
  • To attend and participate in regular team meetings to ensure good communication.

Professional Practice and Development

  • Attend regular supervision sessions with the Housing Manager in accordance with the supervision contract
  • Maintain good professional practice and ensure ongoing development, through use of supervision and training
  • Respect the confidentiality of residents using the service and be responsible for the security of personal and confidential information
  • Carry out all these duties within the organisation’s safety guidelines
  • Ensure personal records are correctly maintained
  • Ensure effective communication with staff within YMCA Liverpool & Sefton
  • Work flexibly to meet the changing needs of the organisation
  • Undertake any other duties that may be reasonably requested
  • Flexible and positive approach with all team members
  • To be committed to learning and personal development both as an individual and as part of a team
  • Observe and ensure compliance with the Service Code of Conduct including professional boundaries and confidentiality at all times
  • Ensure adherence to YMCA ‘Visitors’ procedure
  • Dealing promptly with all complaints in line with YMCA policies and procedures
  • Uphold and nurture YMCA’s Equal Opportunities policy of anti-discrimination across all services
  • Ensure compliance with code of conduct, including professional boundaries and confidentiality at all times.

The post holder will be expected to carry out other duties consistent with the responsibilities of the post and to demonstrate flexibility in all areas of their work including the willingness to attend team meetings and training outside of your normal working hours.

It is recognised that the organisation 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 – Night Customer Support Officer

Qualifications – Essential


  • Educated to level 2 or equivalent qualification

Qualifications – Desirable


  • NVQ in Customer Service
  • Qualification in Welfare Rights
  • Qualification in IT such as CLAIT, ECDL, ITQ

Experiences – Essential


  • A minimum of one year’s experience of working within a hostel setting or similar
  • Relevant experience in homelessness, housing, health or offending
  • A minimum of one year’s experience in dealing with front-line customer service needs
  • Working experience of maintaining up to date electronic records and calendars

Experiences – Desirable


  • Experience of working within a psychologically informed environment (PIE)
  • Experience of Trauma Informed Care and of working in a therapeutic environment

Knowledge – Essential


  • A working knowledge of providing support
  • A working knowledge of Health & Safety issues within a hostel setting
  • A clear understanding of dealing with customers who have complex and challenging behavioural needs
  • Knowledge of safeguarding protocols
  • Working knowledge of providing support in accordance with the YMCA’s equality and diversity strategy and policy

Knowledge – Desirable


  • Knowledge of working with a housing management IT system, databases and spreadsheets
  • Awareness of the barriers that members may display when accessing services
  • Awareness of Benefit system, universal credit and welfare reform

Skills – Essential


  • Ability to conduct accurate risk assessments with vulnerable people
  • Computer literate, competent in working with Microsoft word, outlook, windows
  • Excellent communication, engagement, interviewing, assessment, and interpersonal skills
  • Excellent administration skills and the ability to accurately and concisely record information and write reports
  • Ability and willingness to work unsupervised

Skills – Desirable


  • Ability to encourage involvement and participation with regard to activities amongst customers

Behaviour/ Attributes – Essential


  • Committed to improving the lives of homeless vulnerable 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
  • Commitment to promoting equality and diversity across the service

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