Client Liaison Officer Client Support Ref: CLO11

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1 Client Liaison Officer Ref: CLO11 Are you passionate about making a difference? Do you have experience of working in Support Services? Would you like to support people to change their lives around and achieve extraordinary things? If so, the role of Client Liaison Officer could be just the role for you! Action is looking to recruit 1 permanent, full-time, Client Liaison Officer for our Interim Homeless Project based in Rotherham. We provide various forms of support including tenancy related support and group work to our varied and challenging client group. Below is an excerpt from our business plan to help you understand Action s goals: Experience you will need: Our Vision For the people we work with to achieve extraordinary things. Our Mission Building HOPE, changing lives. Homes, Opportunities, Pride, Employability. Our Values Give Respect, Take Action Experience of working in an administrative environment; Experience of working in a fast paced ever changing environment; Demonstrates an understanding of the issues facing this client group; Experience of an IT based case management recording system; Experience of attending meetings, accurate note taking and data collection and monitoring. Skills you will need: Computer skills including all Microsoft packages; Ability to adapt and learn to new IT systems; GCSE English and Maths Grade A-C (or equivalent); Excellent communication skills, both written and verbal particularly communication via phone or ;

2 Good organisational skills, the ability to work flexibly, on your own initiative and to prioritise workload; Compassion and empathy with the service users who you will deliver substance misuse and tenancy related support to; The ability to be flexible and cooperative as part of a team; Willingness to continue further training and personal development; Optimistic about the possibility of personal growth and change; Excellent time management skills and the ability to work quickly and efficiently to juggle multiple priorities; Resilience and the ability to cope with the effects of difficult, intense and distressing cases of abuse. What you will get You will join a rapidly evolving charity seeking new and creative ways to empower and support people in an increasingly challenging economic climate. You will have access to a range of training and development opportunities; the ability to work flexibly, and the opportunity to work towards a competitive salary, excellent pension scheme, and generous terms and conditions How do I apply? To apply please complete an application form, which can be found at Closing date for application is Monday 29 th August Interviews will be held on Friday 9 th September How do find out more? For an informal conversation contact Paula Martin, Service Manager, on Please find below additional information relating to the role Contract Type: Location: Hours: Salary: Permanent Rotherham 39 hours per week equivalent over 4 week rota system. (max hours per week, 40 hours) 7 day rota including some evenings and weekends. Up to 18, Starting salary is dependent upon experience

3 Guidance Notes On Completing Your Application The Application Form Make sure that you complete all sections of the form. Only applications made on our form will be accepted, we do not accept CV s. The application form plays a key part in our recruitment process and we use the information you give us to decide whether to offer you an interview. The form is also used as the first stage in our vetting process so it must be completed in full. In order to make this decision we will consider how well you meet the selection criteria, using the information that you give us in your application. We cannot make assumptions about your abilities or achievements, we will only use the information that you provide. Completing Your Application Please ensure that you study the job description/person specification carefully before completing your application. These documents will tell you about the job and the skills etc that we are looking for. Do not assume that because the job title appears familiar to you that you will be familiar with the job role. Before completing the form consider how your current and previous employment, or any voluntary work which you have done, may be useful in helping you to demonstrate that you meet the selection criteria. When listing your previous employment and education please ensure that they are given in date order. If you are interviewed you will be asked to explain any gaps in your application. Please make sure that you complete the form fully and legibly. If you submit any additional sheets please ensure submit these along with your application form. Criminal Records & Criminal Records Checks Note: You are advised that under the provision of the Rehabilitation of Offender Act 1974 (Exceptions) Amendment Order 1986, a person should declare ALL cautions and convictions where applying to work with vulnerable adults or children, whether spent or unspent. Failure to do so may result in withdrawal of an offer or dismissal. Disclosure of a caution or conviction does not automatically debar applicants from consideration. The offence will only be taken into account if it is considered to be one that would make the applicant unsuitable for the type of work for which they have applied. The information provided will be treated as strictly confidential and will be considered only in relation to this job application For posts involving direct contact with vulnerable adults or children, successful applicants will be required to undergo a Criminal Records Check. Equal Opportunities Monitoring It would be very helpful for us if you could complete the Equal Opportunities Monitoring form. We constantly strive to represent the diverse communities in which we work and use this information to monitor our recruitment processes and staffing profile. Information is reported in anonymous form only.

4 PART 1 GRADING AND CATEGORISATION Section a Post Details Role Title: Liaison Officer Role Code Number: CLO8 Section: Grade: SPC Section B Details of Current Post Occupant Name: - Date of Appointment: - PART 2 ROLE DESCRIPTIONS Section C Dimensions of the Role Role Purpose: The role of the Liaison Officer is to support the Team in predominantly office-based tasks around client support. This may be dealing with assessments, making telephone calls to clients, arranging visits or carrying out low-level support work either in the office or occasionally at client s houses / partner agency premises. Reports to: Organisation Chart: Team Leader Director of Client Support Services Manager Team Leader Lead Support Worker Liaison Officer Worker Working Environment: Usually works out of an office-base but may be required to visit client s homes or partner agency buildings. Takes responsibility for their own health and safety when lone working, ensuring that risk assessments and associated documentation is current. Attends training and multi agency meetings as required. Will participate in service user group learning or information sessions as required. Where the service requires there needs to be a willingness to be flexible and work unsocial hours (eg evenings, weekends, bank holidays). Team Development: Is responsible for own learning, development and performance, measurable against key performance targets and personal development plans as set by Team Leader. Will participate actively in regular one to one and annual appraisal meetings and be fully engaged in team meetings. May be required to provide coaching and mentoring to colleagues or deliver briefings

5 to team members to disseminate information and learning. Section D Checks Required Check A: Disclosure & Baring Service Enhanced check plus Barring Check B: Right to work in the UK Section E Functions of the Role Main Responsibilities 1. Delivery of Liaison Officer s are responsible for supporting client activities relating to support and engagement, from when a client enters the service to when they leave. They will interact with clients, partners and colleagues in a professional manner at all times, undertaking such duties as requested by the Team Leader to best ensure good quality support to all clients and stakeholders of the service. % Time Support may include carrying out assessments, arranging appointments, signing clients up to service or holding a low intensity caseload. The key principles of the organisation s HOPE strategy (Homes, Opportunities, Pride and Employment) will be fundamental in the delivery of regular client support. The Role holder will deliver all aspects of their work in line with the Charity s mission and core values. 60% The Role holder will take responsibility for ensuring that all tasks are carried out in a timely fashion, and all paperwork completed accurately and fully, being stored correctly. Initiative is expected to be employed in all elements of client support, and to be carried out in accordance with company procedures. The Role holder will have good verbal and writing skills and ensure records and documentation is clear, accurate and legally compliant. 2. Liaison and Partnership Working Multi-agency working is an element of the role of Liaison Officer Client Support, to ensure that partners are happy with AH&S s response to their contact. Client duty workers will build strong and positive working relationships with partners, other stakeholders and local communities, promoting projects and the work of Action Housing and Support in a knowledgeable and professional manner. 3. Contribution to the Worker Team The Liaison Officer is a pivotal role in the teams they are in, as they will support the working of the team and ensure continuity of processes. The Role holder will therefore be responsible for ensuring that tasks are not missed in the event of a colleague s absence, team meetings take place as planned, resources are available for group work, conferences and stakeholder events, and processes are in place for exits from, the service. This list is not exhaustive and individual projects may identify different tasks. 20% 10% The Roleholder will ensure the smooth day-to-day running of the project base(s), through liaison with the business support team, dealing with unplanned visitors to the office, ensuring the customer service/service delivery is professional at all times and using initiative to identify and resolve other relevant issues.

6 The Roleholder will understand objectives, aims and targets of the project, and work towards performance targets. The Roleholder will be responsible for utilising available organisational systems (e.g. the intranet) to cascade learning, and identifying innovative ways of working to enhance and develop projects. It is expected that the Roleholder will take responsibility for keeping themselves and the team abreast of relevant legislative changes that will impact on the role. The Roleholder will be responsible for their own health and safety, as well as that of others within the company 4. Contribution to the Organisation The Roleholder will support the Team Leader by ensuring that the project is operating effectively within the context of the organisational aims to be business smart, administratively efficient and bureaucratically light, thus allowing resources to be deployed on client support. The Roleholder will ensure that they reduce unnecessary expenditure and work smart to minimise expenses, including phone bills, travel expenses, and other activities that incur cost to the organisation. Administratively, the Roleholder will help to minimise any waste and duplication, and make best use of the organisation-wide business processes and systems. They will be IT literate, and able to fully utilise the organisation s bespoke IT database or similar systems. The Roleholder will ensure that information is accurate and accessible, for internal use and statistical information, and appropriate external information sharing, having due regard to the organisation s confidentiality and data protection policies. 10% Key Relationships: Post Nature of Contact Frequency of Contact Area Manager Provide information to AM as As and when required requested and attend cross organisational meetings where Client support perspective is needed to inform policy / procedure. Team Leaders Accept direction, support and Daily / weekly advice and receive information on strategic developments. Participate in one to one supervision, appraisal and performance management meetings. Participate in team meetings. Workers Sharing information, providing Daily / weekly support, active participation in team meetings. Finance Officer Financial issues relating to charitable applications for individual clients. As and when required

7 Business Development Property, Asset Development & Tenancy Staff Liaison Officer Business Support Clients Local Partners Neighbours and members of the Community Funding applications, providing information and contributing to bids All aspects relating to the properties used by the project All aspects relating to the processing of referrals and assessments for the project Delivering project-specific support to clients, carrying out assessments, risk assessments and support reviews. Working in partnership to support clients, promoting the Charity, providing information for reports. Attending multi-agency meetings as appropriate. Building strong and positive relationships, informing the work of the Charity, listening to and reporting compliments, concerns and complaints As and when required Weekly/Monthly Weekly Daily / weekly Daily / weekly As and when required Service Delivery: Supportive role to Teams, in a predominantly office-based format. To make contact with potential clients via the telephone, and carry out assessments for appropriately lowlevel clients (both on the telephone and in person). To work closely with the team to identify how best to support them in order to ensure the smooth, consistent, high quality delivery of the service in that area. To provide accurate, concise and clear documentation that is easily understood by staff and clients and to complete the required fields and case notes on OSKA, the organisation s bespoke database. Decisions taken by the Roleholder: Reporting of safeguarding and significant risk issues to Team Leader Routine client management decisions relating to delivery of support Time management decisions that facilitate the administration of a full work load Decisions taken in conjunction with the Line Manager: Training and development activities One to one supervision targets Non-routine client support matters New initiatives for the team to ensure smooth processes What specific tasks to be allocated to LOCS for individual project, and at what point Decisions taken by the Line Manager following input from the Roleholder: Performance management targets Allocation of work and distribution of duties for the team Expenditure against allocated budget for project Scoping new client engagement activities and appropriate introduction of pilot activities Recruitment of LOCS & other project-based staff Routine line management decisions e.g. annual leave Implementation of targets and objects set by the Area Manager Problem Solving: - Project targets or objectives have not been disseminated to team Roleholder should attempt to identify them and if successful, pass on to colleagues. If unavailable, seek advice from line manager

8 - Line manager not available and an urgent matter arises that cannot wait (eg risk, safeguarding) Roleholder to speak to colleagues if appropriate, or identify an alternative Team Leader from another base in the organisation - Allocated tasks are beyond current abilities Roleholder to discuss with line manager as a matter of urgency and consider training needs, work shadowing and / or a mentor - Allocated tasks are not stretching Roleholder Roleholder to consider additional or different duties and make proposal to line manager for discussion PART 3 PERSONAL PROFILES Education & Qualifications GCSE or equivalent grade C or above in Maths and English (D) NVQ 3 in Social Care or other relevant subject (D) Specialist Knowledge & Skills An understanding of the social issues facing the relevant client group An understanding of working with, and dedication to improving the lives of, vulnerable people A rudimentary understanding of housing law and local knowledge of housing options and services (D) Interpersonal & Empathy Communication Skills Ability to communicate effectively and accurately orally and in writing A working knowledge of all Microsoft applications Ability to work with a wide range of people effectively Positive attitude, proactive, and ability to use initiative Commitment to working within AH&S core values and mission Ability to work on own as well as part of a team Creativity when faced with complex situations Ability to prioritise competing demands Relevant Experience Flexibility Commitment to working weekends, evenings and bank holidays. Working to deadlines and achieving results PART 4 OTHER INFORMATION The role holder will reasonably be expected to work across geographical locations and diverse projects in response to business need By the Roleholder: By the Line Manager: By Head of Section: PART 5 AGREEMENTS