Middlesbrough Council has a dedicated team of homelessness, housing and domestic abuse professionals that can offer in-house multi-disciplinary support to people with a range of support needs. It is recognised that many service users will have a complex mix of issues and are likely to need help in a number of support areas. Working with a multi-disciplinary approach this team aims to react quickly to those needs, developing risk assessments and support plans to address those needs appropriately,
* Offer face-to-face support to the wider team at drop-in sessions and in the reception area.
* Process telephone calls and email enquiries in a timely manner.
* Provide a triage function to service users to assess priorities at the first point of contact and lead on short term case oversight of service users until their issues is resolved or assigned to another service or for ongoing support.
* Support the ACT Middlesbrough teams in contacting service users to arrange meetings, gather information and required documentation, arrange interpreters etc.
* Provide general clerical/ administrative support e.g. photocopying, filing, completion of standard forms, responding to routine correspondence.
* Undertake general business support. This will involve tasks such as processing orders and payments, minute taking, temporary accommodation administration, managing housing register enquiries (this list is not exhaustive).
* Engage in the ongoing development of partnership working with other front-line triage teams and emergency support partners, including out-of-hours, to ensure that service users with a complex range of support needs are provided with a holistic response that best meets their needs.
Set up and maintain manual and computerised records/ management information systems or service specific management information systems.QUALIFICATIONS Level 2 or equivalent qualification or experience in relevant discipline
KNOWLEDGE & EXPERIENCE Experience of working in a customer service/triage environment Effective use of ICT packages Good keyboard skills Knowledge of relevant polices/codes of practice & awareness of legislation one or more key areas of practice relating to the service model: welfare rights, housing related support, domestic abuse, substance misuse Effective time management and organisational skills and the ability to prioritise work and to be responsive changing service demands Good interpersonal skills Good oral and written communication skills Ability to work constructively as part of a team, understanding council roles & responsibilities and own position within these. Experience of working in a Local Authority/Public Health or Voluntary Sector setting Knowledge of safeguarding adult and children procedures
Middlesbrough Council has a dedicated team of homelessness, housing and domestic abuse professionals that can offer in-house multi-disciplinary support to people with a range of support needs. It is recognised that many service users will have a complex mix of issues and are likely to need help in a number of support areas. Working with a multi-disciplinary approach this team aims to react quickly to those needs, developing risk assessments and support plans to address those needs appropriately