Advice and Support Officer

JOB TITLE Advice and Support Officer
DEPARTMENT Advice and Support Team
STAFFING RESPONSIBILITES n/a
REPORTS TO Advice & Support Services Manager
HOURS OF OPERATION 35 per week flexible
SALARY £23,000
KEY PURPOSE AND RESPONSIBILITES OF THE ROLE

A frontline role delivering flexible peripatetic advice and low level (floating) support
services across all relevant Local Authorities.

Key responsibilities include widening access and participation by delivering a
flexible service, which will include monthly evening and weekend surgeries, to be
held on and off site or remotely.

The post holder is responsible for identifying the needs of clients and assessing
services required, signposting to appropriate service provision, and delivering
planned and unplanned services, including triage referrals. Where complex or
ongoing cases present, the postholder will undertake caseloads delegated by the
team Manager to provide a holistic person-centred service and maintain continuity
for clients. There is a requirement to undertake direct support service where
business demands.

The postholder is accountable for the standard of support delivered and reports
directly to the Advice & Support Services Manager., Information, Advice and Guidance:
? To facilitate outcome-based services which empower clients to access
mainstream services and lead independent and fulfilled lives.
? Deliver outcomes based on themes to reduce social isolation and improve
physical and mental wellbeing, including connecting people with hearing
loss to local community support groups; increasing digital inclusion; support
into employment or volunteering; reducing financial exclusion; supporting
families of Deaf parents and families with d/Deaf children; identifying and
supporting young people with hearing loss as they reach transition age.
? To undertake a frontline role delivering a flexible peripatetic advice and
support service across all relevant Local Authorities. This includes officebased
surgeries and home visits to clients.
? To provide a flexible service to meet business demands, including evening
and weekend surgeries.
? To facilitate planned and unplanned services including triaging and, where
complex cases present, provide ongoing caseload support to provide
holistic services and maintain continuity to clients.
? To undertake low level short term floating support client casework as
assigned by the Senior Advice and Support Officer., ? To undertake assessments of persons requiring care, information, or
support and enable appropriate action to be taken to ensure the needs of
the individual are being met.
? Contribute to reviewing, including supporting multidisciplinary arrangements
as required and prepare reports, as necessary.
? To be responsible for agreeing variations of low-level floating support
packages within agreed parameters. To refer clients needing more complex
or ongoing support to Careline for assessment.
? To ensure all clients identified as having care needs are referred for a Care
Act Assessment with the Local Authority.
? To signpost individuals to internal MSDP services (For example,
Equipment, Support Services Manager), or external services as required.
? To collate and provide monthly statistics and outcomes relating to the role
and performance.
? To attend local d/Deaf, Deaf-Blind, and hard of hearing community groups
to promote MSDP services and new initiatives.
? To maintain up-to-date knowledge of community support and care services
in the Merseyside area, and relevant geographical areas to meet business
needs.
? To proactively promote Advice and Support (Duty Services) through social
media or directly through partner organisations.
? To develop and maintain good working relationships with a range of service
providers to provide appropriate and effective information to clients.
? To work with the Line Manager to identify and agree a personal
development programme via the appraisal and supervision process in line
with the team and organisational targets.
? To attend training and CPD relating to the job role.
? To participate in staff meetings and support positive communication
between team members.
? To undertake direct support service to meet business demands.


Record keeping
? To keep up to date records and case notes in the charity's CRM system
? To undertake casework reviews with Support Service Manager.
? To undertake 1-2-1 supervisions and appraisals with the Senior Advice and
Support Officers in line with MSDP policy and procedures.

Other
? To undertake any other duties as required by the business.

GENERAL OBLIGATIONS

Statutory Requirements
Ensuring that statutory provisions are met, and the standard and quality of support
is satisfactory and meets national, regional, and organisational policies,
procedures, and guidelines.

Ensuring that statutory requirements defined by law are enforced to enable a safe
working environment.

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Ensuring that mandatory requirements determined by MSDP, local and national
guidelines and relevant policies and procedures are enforced to support safe
provision of services.

Ensuring that health and social care knowledge, skills and training is undertaken to
maintain and develop practice safely and competently, including personal
development.

Performance Management
? Ensure that performance targets are met.
? Flexibility required to meet the needs of the organisation.
? Perform all other duties assigned by manager.

Complaints
To provide any information on any complaints and concerns as directed by the line
manager and provide reports and draft responses within the MSDP complaints
procedures.

Safeguarding
The post holder:
? Mainly work with adults. Some of the adults will be parents, grandparents or
carers and will have children and young people.
? Takes responsibility for promoting and safeguarding the welfare of
vulnerable adults accessing services and children you may come into
contact with.
? Takes action and raises concerns.
? Forms appropriate relationships with those they care for and maintains
professional boundaries in their work.
? Works within organisational policies, procedures, and guidance.
? Is committed to demonstrating the organisations values and behaviours in
their work.

Operational requirements
Hours of work will be flexible 35 hours over 7 days in accordance with the standard
working to meet operational needs and be willing to assist other departments if
and when required.

Main hours of operation:
Monday to Friday office hours
Coverage of evening and Saturday morning advice surgeries on rotation, Requirement to ? Safeguarding knowledge and Essential
perform role in understanding and application of
relation to safeguarding referrals.
working with
vulnerable ? Takes action and raises concerns. Essential
people/adults at
risk ? Forms appropriate relationships with Essential
those they care for and maintains
professional boundaries in their work.

? Works within organisational policies, Essential
procedures, and guidance.

? Is committed to demonstrating the Essential
organisations values and behaviours in
their work.

VALUES BEHAVIOUR INDICATORS

? Inclusivity ? Ensures the service is safe,
? Partnership working effective, and high quality.
? Person-centred support ? Is empathetic, compassionate,
? Promoting independence and kind to others.
? Valuing individuals' different needs ? Communicates in a clear and
and abilities. open way.
? Excellent team worker ? Respects individual's right to
make their own decisions.
? Builds a trusting two-way
relationship with others.
? Takes personal responsibility
within the workplace.
? Shows willingness to support
team members

Qualifications ? NVQ in Health and Social Care Level 3. Desirable

? Native British Sign Language user or Essential
British Sign Language qualification at
Level 3 or above.

? Deafblind Communicator Guide Desirable
qualification

? Deaf-Blind Manual, Deaf-Blind Hands-On Desirable
Communication, Signed specific English
and International Sign Language
Experience ? A minimum of three year's social care Essential
experience.

? Experience in risk assessment Desirable
procedures.

? Experience of supporting people to Essential
access mainstream services for example
housing, welfare rights, debt advice,
health and social care, employment
support.
Knowledge and ? Knowledge of health and social care Desirable
Skills legislation.

? Knowledge of health and safety Desirable
legislation.

? Ability to communicate effectively at all Essential
levels internal and external to the
organisation.

? IT/computer skills. Essential

? Excellent communication. Essential

? Documentation and report writing skills. Essential

? Ability to use Client Record Management Essential
system.

? Data gathering. Essential

? Gathering service user evaluation and Essential

satisfaction surveys for analysis.

Ability to travel ? This role is peripatetic meaning the Essential
postholder will be required to travel to
different locations to deliver the service.