Care and Support WorkerFAM00696
Prescott House is an extra care scheme in Burgess Hill, in which Family Mosaic provides care and support to the residents 24 hours a day, 7 days a week.
To deliver high quality and effective personal care and housing related support to customers living within an extra care service, which promote the independence, wellbeing and inclusion of customers, in accordance with Family Mosaic policies and procedures and the principles of best practice.
Provide practical and emotional support to customers to achieve the outcomes set out in their care and/or housing support plan.
Provide personal care to customers as detailed and instructed within the care plan in accordance with the Family Mosaic policy & procedures.
Provide housing related support person-centred to meet individual needs as described in the customers housing support plan.
Assist in promoting general social activities for customers.
Maintain, review and update care and support plans under the guidance of the Care & Support Team Manager.
Ensure that all procedural guidelines relating to care, housing support, administration and health and safety are observed.
Implement effective safeguarding practice for customers in accordance with local authority and Family Mosaic policies, guidance and protocol.
Assist the Care & Support Team Manager in liaising with the landlord/Housing Association about the maintenance and upkeep of the premises and all fixtures and fittings.
Support customers to develop and maintain positive and effective relationships with their family, friends, carers and other professionals.
Liaise promptly with colleagues and the Care & Support Team Manager regarding safeguarding, welfare and risk concerns in accordance with Family Mosaic policy.
Promote self advocacy and advocate where appropriate for customers.
Participate in customer reviews, team meetings and training courses, as required.
Comply with, and demonstrate commitment to, the Family Mosaic equality and diversity policy as an integral part of all duties and observe the letter and the spirit of the policy at all times.
Maintain safe practise at all times in accordance with Family Mosaic’s health and safety policy.
Follow all relevant Family Mosaic policies and procedures and undertake any other reasonable requests from your line manager.
Able to work additional hours outside of contractual hours to meet operational needs at times of emergency or crisis.
NVQ Level in health and social care preferred but not essential as full training will be given
Recent experience of providing care and support to vulnerable people in the community or a supported living environment
Communicate effectively and efficiently verbally, in writing and when using a Computer
If you accept a job in Family Mosaic’s care and support services then we expect that you will be as committed to providing excellent customer service as we are – whether you are in direct contact with customers, speaking to them on the phone or dealing with internal colleagues, we expect you to meet the very highest standards of customer service at all times.
We expect you to be as passionate as we are about making a real difference to people’s lives, and supporting them to be as independent, safe, healthy and happy as they possibly can be.
You need to be kind and empathetic , and respect the individual characteristics and needs of the very diverse range of customers you’ll be dealing with and you’ll need a sense of humour, an approachable manner and the resilience to cope with a busy, challenging and emotive job.
An understanding of customer service in a service delivery setting.
Basic knowledge of health and safety issues relating to care and/or support of vulnerable people.
Knowledge of safeguarding vulnerable adults and children protocols and good practice.
Knowledge of equality, diversity and inclusion as they relate to vulnerable people.
Skills and Abilities
Ability to communicate effectively with customers, staff and stakeholders in plain, easy to understand English, both in writing and verbally.
Demonstrable customer care skills.
Ability to work flexibly to meet customer needs and service requirements, including working evenings and weekends where the service requires it.
Demonstrable commitment to equality and diversity and a genuine desire to help people with disabilities and/or support needs connect with their community.
Ability to work as part of a team and build and maintain effective and supportive relationships with peers and partners.
Excellent time management skills and demonstrable ability to meet deadlines and achieve goals.
Comprehensive IT skills to include use of Microsoft Office and ability to maintain electronic records, with attention to detail
Family Mosaic Competencies
Competencies are designed to apply to all posts at all levels, to a greater degree and with a broader knowledge the more responsibility a post possesses. Family Mosaic has eight competencies which all applicants will need to demonstrate they possess.
Pleasing the Customer
This competency is about knowing and anticipating your customer needs and having the knowledge and ability to meet or exceed those needs and expectations. It is about ensuring the basic standards of good customer service are in place and then improving on those standards. It is ensuring a strong focus on customer satisfaction is always evident in every team and constantly looking for new ways to please the customer, showing a desire for excellence and going the extra mile.
Knowing what you have to achieve and taking responsibility for getting the job completed on time, on budget and to the required standard consistently and reliably. Developing clear and logical plans that set out what needs to be done. Having the determination and energy to achieve your goal, whether that it is the implementation of an idea or the achievement of a task. In demonstrating this competency you will need to display an ability to overcome obstacles and setbacks, seeing these as part of the task.
Demonstrates a broad knowledge of the services in own area, and understands how these contribute to the success of the Association as a whole. Can identify ways to improve effectiveness and efficiency of those services. Applies knowledge and understanding of the Association and the external environment to make sound commercial judgements, anticipating current and emerging market requirements.
The ability to develop and maintain effective and supportive relationships within an organisation is key to meeting targets and to creating an active and enjoyable working environment. Creating a team ethos, with a real sense of cooperation, in which everyone is committed to achieving the Association’s objectives, is vital to Family Mosaic’s continued success.
Getting information or a message across in such a way that it ensures the recipient has no room to misunderstand. Communicating clearly and concisely so that recipients are inspired with confidence.
Communications could simply be about giving someone a clear and simple message or they could be about getting a broader message to a number of staff or customers in an appropriate manner.
Approach to Change
This is the ability to adapt and respond to a variety of situations and people in order to meet changing priorities and different ways of working. Change needs to be met whilst maintaining an effective service, sometimes facing ambiguity in the face of doing your job. Change is constant and can be disruptive and frustrating. Managers in particular are required to set an example and remain effective, enthusiastic and adaptable throughout periods of change.
Leading & Motivating
Whether you are a manager or a member of staff, this competency demonstrates the value in motivating others, whether they are team members or colleagues, with a sense of commitment, team spirit and purpose. As a manager, it is about developing and inspiring others to give their best, setting them challenges whilst you encourage and support them.
Learning & Development
The development of staff is essential to the continued success of the organisation as well as to the satisfaction of the employees. As a staff member, this competency involves ensuring you build on your knowledge of the organisation, identifying development opportunities and creating plans for improvement, taking responsibility for broadening your knowledge and sharing it with others. As a manager, it also means creating a positive learning environment, seeking and giving constructive feedback and demonstrating the importance of continuous learning.
This post is subject to an enhanced Disclosure and Barring Service check.
Further job information is available here.