The Lead Support Worker will manage a team within the multidisciplinary Vulnerable Adult Service (VAS) based in Norwich. The service supports vulnerable adults experiencing severe and multiple disadvantages, including homelessness, substance misuse, and mental health challenges. The role involves providing both in-reach and outreach support to improve health outcomes, facilitating access to healthcare services, and addressing health inequalities within Norwich.
The Lead Support Worker will take responsibility for organising and overseeing the day-to-day caseloads and activities of the support worker team and receptionists, ensuring a cohesive and effective approach. Collaboration with a wide range of statutory, voluntary, and charitable organisations is a key aspect of this role to deliver holistic care.
Main duties of the job
* Provide tailored, one-on-one support to individuals to address health and care needs, ensuring a recovery-focused, sustainable, and goal-oriented approach.
* Conduct outreach to engage individuals at various locations, including hostels, temporary accommodations, and on the streets.
* Assist patients in registering with the primary healthcare service at the Service and accessing specialist healthcare services.
* Coordinate and accompany patients to medical appointments, offering chaperone support where necessary, following enhanced DBS checks and clinical guidance.
* Conduct tasks such as urine drug screening under the direction of clinical staff and according to the standard operating procedure.
* Actively participate in weekly multidisciplinary team (MDT) meetings and implement follow-up actions to ensure effective care plans.
* Address and resolve patient complaints and concerns promptly and effectively.
About us
Norfolk Primary Care Ltd is a Community Interest Company. It is established to:
* Support and strengthen primary care and to promote and assist practices to improve quality by working with and on behalf of primary care in Norfolk.
* Help with challenges identified by practices workload, GP recruitment, sharing best practice.
* Recognise the changing nature of primary care and assist to ensure that the right level of service is provided to address the needs of the local population.
* Provide benefit to patients of primary care, the clinicians and administrators who work in it and practice organisations in Norfolk.
* Work within health systems to provide patient care in innovative and solution-focused ways.
Job responsibilities
Service Delivery:
* Provide tailored, one-on-one support to individuals to address health and care needs, ensuring a recovery-focused, sustainable, and goal-oriented approach.
* Conduct outreach to engage individuals at various locations, including hostels, temporary accommodations, and on the streets.
* Assist patients in registering with the primary healthcare service at the Service and accessing specialist healthcare services.
* Coordinate and accompany patients to medical appointments, offering chaperone support where necessary, following enhanced DBS checks and clinical guidance.
* Conduct tasks such as urine drug screening under the direction of clinical staff and according to the standard operating procedure.
* Actively participate in weekly multidisciplinary team (MDT) meetings and implement follow-up actions to ensure effective care plans.
* Address and resolve patient complaints and concerns promptly and effectively.
Team Management:
* Lead and oversee the day-to-day schedules of the support worker team, ensuring effective caseload allocation and coordination.
* Lead and oversee the day-to-day schedules of the reception team, ensuring effective communication and coordination.
* Provide guidance, mentorship, and supervision to team members, promoting best practices and professional development.
* Act as the main point of contact for the management team regarding the support worker teams and receptionists operational activities.
Partnership and Collaboration:
* Work collaboratively with the Integrated Care Coordinator and other key stakeholders to plan and coordinate patient support needs.
* Liaise with statutory and voluntary agencies to ensure a holistic and integrated approach to patient care.
* Represent the Vulnerable Adult Service at relevant forums and promote its mission to address health inequalities.
Safeguarding and Risk Management:
* Ensure patient safeguarding within the framework of adult safeguarding guidelines and procedures.
* Identify and manage risks appropriately, making necessary referrals to risk enablement services.
* Implement and review patient support plans to ensure they are person-centered and aligned with service objectives.
Administrative Duties:
* Maintain accurate and thorough records of all patient interactions and interventions.
* Ensure compliance with organisational policies, procedures, and guidance.
* Assist with the evaluation and improvement of service delivery by reflecting on team and individual performance.
Personal and Professional Development:
* Participate in annual performance reviews and maintain a record of personal and professional development.
* Attend training programs to enhance skills and knowledge relevant to the role.
* Support colleagues by sharing expertise and demonstrating best practices.
* Foster a culture of continuous learning and development among staff.
Quality Assurance:
* Identify and address quality and risk issues within the service.
* Contribute to service improvement by providing feedback and recommendations.
* Work effectively with other agencies to meet the needs of patients and enhance service delivery.
Confidentiality:
* Maintain strict confidentiality regarding patient information, colleagues, and the organisation in line with GDPR and Data Protection Act standards.
* Only disclose information to authorised personnel following established policies and procedures.
Equality and Diversity:
* Promote and respect the rights of patients, carers, and colleagues, ensuring equality, diversity, and inclusion in all activities.
* Act in a non-judgmental manner and uphold the privacy and dignity of all individuals.
Other Duties:
* Adhere to health and safety policies to ensure personal and team safety.
* Undertake additional tasks as required by the Service Manager.
Person Specification
Experience
* Minimum of three years experience working with service users experiencing multiple disadvantages (e.g., substance misuse, mental health issues, homelessness).
* Proven ability to manage a team, including scheduling and supervising caseloads.
* Experience of lone working and managing time effectively.
Qualifications
* Relevant qualification in housing, social work, or health and social care, or equivalent experience.
* NVQ Level 2 or higher in Health and Social Care.
* Experience in multi-agency collaboration.
* Familiarity with IT systems and software used in health and social care settings.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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