Look Ahead Housing and Care Ltd

LOOK AHEAD HOUSING AND CARE LTD

JOB TITLE: Service Coordinator DEPARTMENT: Look Ahead Resource Centre Tower Hamlets REPORTS TO: Contract Managers (Coventry COMPILER: Area Manager, Mental Health Road / Cannon Street Road), Customer Steering East Group (Resource Centre) DATE: February 2013

RESPONSIBLE FOR: Volunteers / Work Placements OVERALL PURPOSE: To work alongside Look ahead customers in Tower Hamlets to foster community links to ensure and enable the continued independence and inclusion of customers in their communities. o To increase social inclusion and links within the community o To create and manage a positive environment at the resource centre for our residents and staff o To promote ETE and healthy living activities o To develop a peer support and volunteers programme o To contribute to fundraising and management of fundraised programme of activity o To create links with local and national government agendas

CUSTOMER CRITERIA: Look Ahead customers know from experience what they need and expect from a staff member; they say:

“Supports me in what I want to do, not what’s easiest for them” Respectful “Goes the extra mile to support me” Caring Confidence Understanding Supportive Being Always returns my calls Speaks up for me Honest Friendly Cooperative Good Staff members at Emotional and Listener Practical Look Ahead… Assistance

Develops a bond and trust Good time keeping Believes in me

Help me fill out forms Reassuring Understands my Unbiased advice Flexibility cultural background

Patience “Asks when I’m free and fits around my timetable” “They should not be afraid to tell you the truth”

KEY RESPONSIBILITIES:

The Service Coordinator will have the personal qualities required to work with our customers and recognise them as ‘Experts by Experience’. They will also develop partnerships with external organisations and understand that they work alongside our customers to develop opportunities. Key responsibilities include:

 Day to day safe running of the resource centre

 Proactive resourcing of collaboration with partners in the local community and voluntary organisations to provide a range of opportunities for customers in the community.  Monitor programmes / activities to ensure delivery of outcomes for customers

 Review and develop resource centre activities with customer steering group and other stakeholders.

 Work with customers in the services to run regular ‘in house’ activities, including the sourcing of externally run activities that take place in the service. It is essential that customers are involved in the design and delivery of these activities.

 Ensure programme of activity at the resource centre meets local particular needs and demographically appropriate (ie developing ESOL classes for customers who do not have English as first language, developing a group of customer interpreters who provide interpretation for other customers.

 Manage volunteers in the service, including peer volunteers from Look Ahead’s customer base.

 Assist with the involvement of customers in the design and delivery of their service, e.g. in recruitment, inductions of staff, budgetary control and helping to establish a customer led mental health peer mentoring service.

 Establish a remuneration package for customers involved in the design and delivery of their service, focusing on the development of time credits and relevant qualifications.

 Involving customers in the design and delivery of all of the above key responsibilities

 Support fundraising and the delivery of associated programmes of activity

 Engaging in learning and development activity to increase knowledge and skills

 Adhering to Look Ahead’s policies and procedures

 Work alongside support staff at services to develop individual customer support plans.

 Carry a small caseload of customers at Cannon Street Road and undertake keyworking responsibilities at times when this is necessary.

 Occasional out of hours work e.g. evening and weekend meetings, courses or events

 Maintain records as required at the project under the direction of management.

 Participate in team meetings/reviews and the general development of the Coventry Road and Cannon Street Road services.

 Undertake any other duties consistent with the grade and nature of the post as may be reasonably assigned.

OTHER QUALITIES: Look Ahead staff members embody and promote the organisations values of quality, creativity, innovation, continuous improvement, integrity, transparency, openness and trust The Company may change this Job Description from time to reflect the changing needs of the business. LAHC Competency Model Framework

This generic framework mirrors the Balanced Scorecard Business system and its approach to the measurement of LAHC organisational effectiveness in four key performance areas: Customer Relationship Management (CRM); Business Processes and Operations (BPO); Leadership (L) and Results Orientation (RO).

Relationships Organisation

 With external partners and agencies - Planning and Organising workload

 With customers and customer panel - Ensuring customers are involved in the design and delivery of initiatives  Within team and organisation - Time and resource management

Team membership Results Orientation

 Promote team ethos and values - Fundraising – including bid writing

 Positive contribution to team environment - Assist services with social inclusion and involvement targets  Personal development in team context -Achievement of local business objectives

PERSON SPECIFICATION:

This post requires the post-holder to meet the Competency Framework for Non-Management posts.

Personal Attributes

 Enjoys social interaction and the company of others, joins in local activities to encourage service-user involvement

 Approachable and open behaviour

 Prefers working as part of a group or team

 Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement

 Has a practical and logical mind and is naturally well organised

 Thrives on change and enjoys dynamic diverse environments

 Is confident with high levels of self esteem

 Is respectful, articulate and sensitive in style of communication  Is essentially customer-focussed

 Is motivated towards excellence and improvement of personal performance with a can do attitude

 Able to cope positively with challenging and diverse behaviours

Benchmark Qualification and Experience Level

Ideally educated to degree level or equivalent. Holds relevant NVQ Level 3 or other relevant sector qualification. Other relevant professional memberships and/or specialist qualifications are desirable.

Experience

Experience working with vulnerable adults

Experience of managing ETE, Social and Health related projects/events encouraging customer involvement.

Remuneration Package

Grade S2

Benchmark salary £23,000

Note: The Company may change this Job Description and Person Specification from time to reflect the changing needs of the business. Substantial changes could require a job evaluation re-assessment which could affect the job grade and contractual terms of this job.