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Job Title: Journey Co-Ordinator
Contract Type: Permanent
Full Time
Working Pattern: 37.5hours 7am - 3pm and 2pm till 10pm including weekends on a rota basis
Location: Based in Kent, Lily Smith House
Salary: £26,341

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

The difference you’ll make

The Journey Co-ordinator is responsible for the delivery of individual, positive outcome focused support packages to clients of Riversides Supported Schemes across a small geographical area, ensuring that the support service promotes empowerment and independence. The role requires maintenance of a high level of specialised knowledge surrounding the specialism/s, acting as a centre of excellence in the specific field/specialism as well as a resource to colleagues for specialist knowledge, supporting colleagues to understand the latest developments in the field. It is imperative to the role to work as part of a staff team that is committed to “best practice” in the social housing field, working with colleagues to ensure clients with specialist support needs are supported to the highest relevant standards and approaches. The Journey Co-ordinators will oversee the customers’ pathway from referral to resettlement providing case management for the rest of the team and maintaining the overview of the customer journey to provide a seamless service regardless of the service the customer is in within the pathway.

So, who are you?

• Delivering a ‘best practice’ support service, appropriate to clients’ needs.

• Co-ordinating the customer journey from start to finish and supporting the Journey Coaches in the development and delivery of the support/resettlement planning processes.

• Ensuring the delivery of individual personalised support packages, reflective of different client needs, including culture and diversity issues.

• Assisting Journey coaches to support clients with day-to-day tenancy issues, payment of rent, claiming benefits.

• Knowledge of ‘best practice’ in both crisis intervention and planned support working.

• Undertaking referrals and assessments of potential clients, working with them to identify the most appropriate housing solution for their needs.

• Ensuring clients have access to relevant external support services.

• Working with Journey coaches to support clients to agree and set goals and actions.

• Supporting Journey coaches to meet clearly defined client outcome targets through key-working, support plans, risk assessments and other interventions.

• Ensuring that opportunities for education, training and employment opportunities are integral to the support service. The aim being to enable clients to develop the life skills to live as independently as possible.

• Promote and encourage a high level of client involvement, consultation and communication.

• Maintaining an accurate and timely record of all activities including the maintenance of a support planning database.

• Providing practical support and information to clients when entering the service and throughout their involvement with the service, e.g., assisting clients in the completion of occupancy agreements and welfare benefit claims.

• Working in line with ‘health and safety’ and safe guarding requirements to ensure the overall safety and security of the client

.•Taking personal responsibility to ensure you maintain the highest level and current knowledge around specialism/s

• Sharing specialist knowledge with colleagues to ensure clients are supported appropriately and the service continual improves and meets the current needs and aspirations of clients.

• Specialism in the mental health area.Service delivery

• Ensure that service delivery complies with Riverside’s policies and procedures relating to equality and diversity

• Ensure that the views of Riverside’s customers are fully taken into account in the development and delivery of services

• Ensure that the Division/Department complies with Health and Safety legislation and other regulatory obligations, assessing risk and putting in place relevant control measures.

• To understand your role in the organisation and to be accountable for your contribution to maximise profitability

• To understand how your job contributes to the overall purpose of the organisation and be accountable for delivering it in the most efficient way.

• To understand that your efforts will be client led and be accountable for positive and tangible outcomes.

• To understand that Riverside is a nationally focused organisation and to be accountable for adhering to the agreed corporate policies and procedures

• Working as part of a multi-disciplinary staff team and meeting the requirements of a rota system, ensuring support is available across all schemes in the cluster.

• Actively involved in team meetings and attend regular supervisions.

• Working with colleagues to ensure key performance indicators (e.g. voids and arrears) are being met.

• Working in line with company policies and procedures and the requirements of funders and stakeholders to ensure effective service delivery.

• Ability to use appropriate IT systems and maintain professional and timely records.

• Attending appropriate training and development opportunities as required.

• Participate in the work of the management team, encouraging innovation

• Undertake personal development and training as necessary to keep up to date with legal, political, financial and other developments in the fields of housing and customer service

• To ensure compliance with Riverside’s Equality and Diversity policy, in respect of service delivery.

• Experience of working with vulnerable client groups.

• Experience of delivering structured support in either housing or social care.

• Demonstrable IT skills to include basic proficiency in Microsoft Office including Word and Excel as well as a willingness to learn specific IT systems used within Care and Support; and complete relevant IT training where required.

• Demonstrate an understanding of the PIE approach.

Enjoy the rewards

Working with us, you’ll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working, and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development, and technology.

If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.

Applications may close before the deadline, so please apply early to avoid disappointment