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Main Duties

• As a support worker on the Introduction and Case Management Team your role is key in providing information and emotional support. You will undertake initial victim contact by telephone or preferred contact method to improve and maintain rates of successful direct contact made and provide up-to-date and relevant information to victims. You will carry out individual needs assessment, record the results of the assessment and provide a tailored response to every victim and witness.
• Facilitate the delivery of identified needs by referral on to another appropriate service on behalf of the victim or witness using agreed processes, or by directing referrals to an appropriate colleague.
• Contribute towards risk assessment processes and use safe contact methods with all victims and witnesses, respecting confidentiality, following agreed processes for contacting victims of sexual violence, domestic abuse and young people and children.
• Record all contacts with clients securely and accurately, in accordance with procedures for monitoring and evaluation purposes.
• Develop productive working relationships with colleagues and stakeholders. Be flexible, assisting with colleague’s work in absence, take ownership of queries and issues and manage successful resolutions.

Generic responsibilities

• Develop a culture and systems that promote equality and value diversity
• Promote a health and safety culture within the workplace
• Manage personal resources and own professional development
• Support business awareness raising events
• Maintaining records in accordance with Data Protection legislation.
• Undertake other activities as required

Travel

Travel may occasionally be required.

Working Hours

Able to work flexibly including evenings and weekends.

The working pattern for this role runs on a 3-week shift pattern working mixed shifts between the hours of 8am – 8pm Monday to Friday and 9am-5pm Saturdays on a rotational basis or adhoc basis where business need requires.

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Person Specification:

Knowledge and Experience

Essential

• Previous experience of working within a statutory, voluntary, community, private social care or customer service environment dealing with members of the public, successfully managing conflict, difficult and sensitive situations. Demonstrable ability to influence people, whilst remaining professional and impartial.
• Experience of working in a fast-paced environment, adhering to deadlines and delivering results through effective planning and organisation of own workload, demonstrating the ability to prioritise and manage demands, even under pressure.
• Demonstrate the ability to respond to change in the working environment by showing a willingness to adapt and be flexible in changing circumstances, seeking advice from others when change occurs and maintaining work standards as circumstances change.
• Appreciation of the importance of confidentiality and safe working practice.
• Ability to demonstrate level of awareness of equality and diversity issues appropriate to this role.

Desirable

• Understanding of the impact of crime, with knowledge of the Criminal Justice System and relevant local agencies and resources.

Skills and abilities

Essential

• Excellent verbal and written communication skills demonstrating an ability to confidently relate to a broad spectrum of people in a tactful and sensitive manner. To demonstrate empathy and control own emotions.
• Good knowledge and experience with Windows based computer applications within a working environment.
• Able to work flexibly, including some evenings and weekends
• Experience of diverse team working, demonstrated by an understanding how own objectives fit into team objectives. Builds effective working relationships with a flexible attitude to team roles.

Desirable

• Promote the interests and values of Voice
• Demonstrates sound problem-solving skills and ability to make appropriate judgments and decisions, offering practical ideas and innovative solutions but, knowing when to refer upwards for a decision
• Knowledge of Force and Partner Agency IT systems

NOTE:

The job description reflects the major tasks to be carried out by the post holder and identifies a level of responsibility at which the post holder will be required to work. In the interests of effective working major tasks may be reviewed from time to time to reflect changing needs and circumstances. Such reviews and other consequential changes will be carried out in consultation with the post holder. The post holder will be also required to carry out such other duties as may be determined from time to time to be within the general scope of the post.

Please note all applicants must have been resident in the U.K for 3 years prior to applying.

CONDITIONS OF SERVICE:

The appointment will be full time and subject to the conditions of service of Voice for Victims and Witnesses Ltd.

The annual leave entitlement is 25 days with an additional 5 days after 3 years continuous service this will be pro-rata for part time hours.

Whilst the core base of work is clearly stated in this job description there may be occasions when flexibility is required to cover staff (leave or illness), or high caseloads, at another base in Northamptonshire.

The place of work is Warwick House in Northampton; however, flexible working is currently in place but is reviewed regularly by the CEO and is subject to the needs of the business.