Purpose of the Post:

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

Duties and Responsibilities:

• 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